search query: @indexterm Service management / total: 228
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| Author: | Weber, K. |
| Title: | Service failure and recovery in an all-suite hotel/serviced apartment context: a case study |
| Journal: | Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 195-199 |
| Index terms: | case studies hotel and catering industry service management |
| Language: | eng |
| Abstract: | The paper presents a case study of an All-Suite Hotel, located in central city. The hotel markets itself as a high-end hotel and has adopted a fierce market penetration strategy with lower prices than its competitors, but has now been increasing its rents at 50% a year. The case study examines a service failure and recovery in this hotel, using the experiences of one customer, "Mr. Smith", as the case example. |
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