This articles comments on the changes of the customer needs in the hospitality industry impacted by technology.

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This article is introducing the changes that the millennials are bringing in the hospitality industry

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This article analyses new current customer needs that have arose after the pandemic

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This paper provides an understanding of customers’ common expectations and other important factors that enhance service experience during guest stay in the three selected four star rated hotels in Jammu, Chandigarh and Delhi, India.

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