Stark Resorts: Taking care of what’s “bugging” your guests

• Main Authors: ZERRILLO, Philip Charles, TAN, Josephine Huiping
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2019
• Subjects: Service system design; service quality; Service system improvement; Customer experiences; Customer loyalty; Customer retention; Business Administration, Management, and Operations; Marketing
• Online Access: https://ink.library.smu.edu.sg/cases_coll_all/282; https://smu.sharepoint.com/sites/admin/CMP/cases/SMU-19-BATCH [PDF-Pic]/SMU-19-0035 [STARK RESORTS]/SMU-19-0035 [STARK RESORTS].pdf
• Institution: Singapore Management University

Set in February 2019, Stark Resorts Hotel (“Stark Resorts”) is a case based on the real-world experiences of the authors. The hotel, a US$155 million investment, had been plagued by insects since its grand opening 15 months earlier. Of even more concern was the avid social media influencer who had s...