Quantum Park Hotels: Can pipes break your reputation?

Quantum Park Hotels: Can pipes break your reputation?

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...

Saved in:

書目詳細資料
Main Authors:	ZERRILLO, Philip, TAN, Josephine, CHALLAGALLA, Goutam
格式:	text
語言:	English
出版:	Institutional Knowledge at Singapore Management University 2024
主題:	Conflict Deescalation Customer Experience Customer Expectations Customer Satisfaction Customer Retention Service Quality Hospitality Administration and Management Marketing
在線閱讀:	https://ink.library.smu.edu.sg/cases_coll_all/484 https://cmp.smu.edu.sg/case/6076
標簽:	添加標簽沒有標簽, 成為第一個標記此記錄!
機構:	Singapore Management University
語言:	English

相似書籍

Stark Resorts: Taking care of what’s “bugging” your guests
由: ZERRILLO, Philip Charles, et al.
出版: (2019)

Halo in customer satisfaction measures: The role of purpose of rating, number of attributes and customer involvement
由: Wirtz, J.
出版: (2013)

Enhancing customer experience through real time AI driven feedback implementation in the hotel industry
由: Miao, Effie Lin Lin
出版: (2025)

Providing excellent customer service is therapeutic : insights from an implicit association neuromarketing study
由: Calvert, Gemma Anne, et al.
出版: (2020)

Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences
由: Noone, B.M., et al.
出版: (2013)

An action research on improving customer relationship
由: Naz, Nick Anthony N.
出版: (2017)

The effects of service recovery on consumer satisfaction: A comparison between complainants and non-complainants
由: Kau, A.-K., et al.
出版: (2014)

An Integrated Model of Customer Loyalty in Automobile Insurance in Thailand
由: Meeboonsalang, Wanngam, et al.
出版: (2019)

An Empirical Analysis of Factors Affecting Customer Loyalty to Sea Freight Forwarders in Thailand
由: Narunart, Teewin, et al.
出版: (2019)

Factors Influencing Repurchase Intention Among Foreign Medical Tourists in Bangkok, Thailand: A Structural Equation Model
由: Wongsawat, Chayapa, et al.
出版: (2020)

The impact of customer incivility on employee outcomes in the hotel industry with the moderating role of organizational control: The case of two seasons hotel and resorts
由: Cea, Selena F., et al.
出版: (2023)

Two studies exploring the effects of ageing cohorts and channel usage on the antecedents and consequence of customer satisfaction
由: CHEN, Yongchang
出版: (2022)

Introducing uncertain performance expectations in satisfaction models for services
由: Wirtz, J., et al.
出版: (2013)

Mobile Phone Customer Loyalty in Thailand: A Path Analysis Case Study
由: Pumim, Adilak, et al.
出版: (2017)

An exploratory study on the role of emotions in service satisfaction and loyalty behaviours
由: PIGNIER LEA MARIE-JEANNE
出版: (2010)

Factors influencing consumer satisfaction toward Vinhomes Riverside’s terrace houses
由: Duong, Thi Thanh Hoa
出版: (2019)

Service quality, customer satisfaction and service loyalty in retail banking sector in Thailand & Malaysia : an exploratory research on validity and critical factor
由: Chuen, Seong Ooi
出版: (2014)

Institutionalizing an action and inquiry inventory log to monitor progress and completion of client requests in the Client Servicing Department of Paradox Research, Inc.
由: Buen, Francis Anthony F.
出版: (2022)

An experimental investigation of halo effects in satisfaction measures of service attributes
由: Wirtz, J., et al.
出版: (2013)

Effects of outcome, process and shopping enjoyment on online consumer behaviour
由: Cai, S., et al.
出版: (2013)

The role of service quality on customer satisfaction and customer loyalty in Philippine healthcare: Case study of De La Salle University Medical Center
由: Gutierrez, Roneena M., et al.
出版: (2022)

Consumer responses to compensation, speed of recovery and apology after a service failure
由: Wirtz, J, et al.
出版: (2023)

Improving the customer feedback mechanism of ABC Bank-Trust Banking Group
由: Camoras, Dan Carlo F.
出版: (2018)

Customer satisfaction for Internet banking services at the Bank for Investment and Development of Vietnam (BIDV)
由: Nguyen, Phuong Thao
出版: (2020)

Assessing the Moderating Effect of Consumer Product Knowledge and Online Shopping Experience on using Recommedation Agents for Customer Loyalty
由: YOON, Victoria Y., et al.
出版: (2013)

Effects of Brand- and Customer-Related Factors on Purchase Decision on Chinese Smartphone Brands in Thailand
由: Wongsawat, Chinnicha, et al.
出版: (2020)

SOLUTIONS TO IMPROVE CUSTOMER SATISFACTION AT SONY SERVICE CENTER IN NORTHERN VIETNAM
由: Luong, Thi Hue
出版: (2019)

Basic training on customer service and complaint handling: A training module for new Ministop Store employees on customer flow of service and complaint handling
由: Aguilar, Dominique Marie S., et al.
出版: (2009)

The impact of expected variance in performance on the satisfaction process
由: Wirtz, J., et al.
出版: (2013)

CUSTOMER SATISFACTION IN CONDOMINIUM MANAGEMENT
由: CHEONG WEI KEAN ALVIN
出版: (2022)

Customer service quality for an information system group: Measurement and impact on Human Resource Management subsystems
由: Vida, Fresminda Aure
出版: (2006)

Application of Monte Carlo Analytic Hierarchical Process (MCAHP) in the prioritization of theme park service quality elements
由: Banzon, Mc Joren R., et al.
出版: (2015)

A study on Japanese politeness used at selected hotels and restaurants
由: Jeong, Woo-ho
出版: (2005)

Retaining customers with shopping convenience
由: MOELLER, Sabine, et al.
出版: (2009)

The Role of customer relationship management on World Partners Bank
由: Corpuz, Mark Christian Y., et al.
出版: (2010)

Hiring of customer care officer for centralized feedback monitoring at ANR Multi-Purpose Cooperative
由: Alo, Irma I.
出版: (2015)

Services Marketing People, Technology, Strategy
由: WIRTZ,JOCHEN, et al.
出版: (2019)

Vision effects in customer and staff satisfaction: an empirical investigation
由: Sooksan Kantabutra, et al.
出版: (2010)

The nature, expression and benefits of ofuro
由: Co, Udy C., et al.
出版: (1993)

Investigating post-purchase dissonance within the grocery shopping context: A study using virtual reality simulation
由: Agustin, John Cyrill P., et al.
出版: (2013)