Quantum Park Hotels: Can pipes break your reputation?

• Main Authors: ZERRILLO, Philip, TAN, Josephine, CHALLAGALLA, Goutam
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2024
• Subjects: Conflict Deescalation; Customer Experience; Customer Expectations; Customer Satisfaction; Customer Retention; Service Quality; Hospitality Administration and Management; Marketing
• Online Access: https://ink.library.smu.edu.sg/cases_coll_all/484; https://cmp.smu.edu.sg/case/6076
• Institution: Singapore Management University

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...