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 the 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 in Company SH to improve the customer service. The firm need to understand the expectations of the guests. They need to monitor the perceptions of the guests and they should identify the service failure points.
To determine: The way the hotel can handle service recovery and service guarantees.
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