Quantum Park Hotels: Can pipes break your reputation?

• المؤلفون الرئيسيون: ZERRILLO, Philip, TAN, Josephine, CHALLAGALLA, Goutam
• التنسيق: text
• اللغة: English
• منشور في: Institutional Knowledge at Singapore Management University 2024
• الموضوعات: Conflict Deescalation; Customer Experience; Customer Expectations; Customer Satisfaction; Customer Retention; Service Quality; Hospitality Administration and Management; Marketing
• الوصول للمادة أونلاين: https://ink.library.smu.edu.sg/cases_coll_all/484; https://cmp.smu.edu.sg/case/6076

The case of Quantum Park Hotels, a global hotel chain, is designed to uncover the challenges in designing a customer service recovery programme. The case is set in the Singapore branch of the hotel chain. General Manager David Ng is faced with several irate customers who have refused to pay their ho...