Concept explainers
Case summary:
The case deals about the service process and quality based on the expectations of the customers and the factors that would influence the customers. Company SH is an existing hotel in State T in County U. Person EG and Person JB purchased Company SH in 2012. They enhanced the features and services to attract the guests.
The consultant indicates three needs while speaking with Person AD, the innkeeper of Company SH to improve the customer service. The firm needs to understand the expectations of the guests. They need to monitor the perceptions of the guests and should identify the service failure points.
To determine: The key service failure points and the associated customer expectations.
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Loose Leaf for Operations Management in the Supply Chain: Decisions and Cases 7e
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