How should the hotel handle service recovery

Assignment Help Operation Management

Reference no: EM132694854

Case Study - Production and Operation Management

Sage Hill Inn Above Onion Creek: Focusing on Services Process and Quality

Question 1: Define the service-product bundle that is being provided for guests, including the tangible services, the intangible services and facilitating goods. Do you see any missing elements or areas of possible improvement?

Question 2: Using the service blueprint; make a list of all the key service failure points and the associated customer expectations. For example, a service failure point with expectations is check-in should be fast and hassle free. You should find 10 to 15 service failure points.

Question 3 For each service failure point in question 2 is it self-service or service provided by the hotel, and is its high contact or low contact service? Does this indicate any possibilities for improvement?

Question 4: There are five dimensions to SERVQUAL: Responsiveness, assurance, tangibles, empathy, and reliability. What dimensions of service quality do you think are important for hotel? Feel free to define your own dimensions or use SERVQUAL. Then for each of these dimensions construct two questions that could be used in a questionnaire when measuring customer satisfaction at some of the service failure points from question 2.

Question 5: How should the hotel handle service recovery and service guarantees? Suggest some options they could implement.

Reference no: EM132694854

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