Hampton Inn Case Study

Hampton Inn Case Study HAMPTON INN: THE vitamin C% satisfaction GUARANTEE Mary Bourland March 19, 2005 1. The philosophy behind the light speed% Satisfaction Guarantee is to have the guests act as quality-assurance inspectors by identifying quality deficiencies and reporting them to hotel employees. I do think that this is a good way to improve service quality; however, I am non sure that it is the best way. While it may seem to consumers that employees will try harder to satisfy them, if employees are sceptered to refund a customers money, they do not have to answer to management, they can just do it. 2.

The implications of the 100% Guarantee for (a) guests, (b) managers, (c) owners of the hotel buildings and (d) Promus are: a) Guests that no matter what happens, even if the hotel actually did nothing wrong, they can get their money back. b) Managers that they have very little to no control over their property or employees. It seems like many important decisions h...If you want to get a full essay, order it on our website: Orderessay

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