I want a brand new car

Abstract

Resort hotels are properties where customers holiday, mostly with their family members, usually for a minimum duration of one week. This duration is critical as customers have numerous interactions with the hotel’s offerings and with other people including customers and hotel workers. If the hotel property is a large scale business, it is inevitable that some customers will experience some service failures which require the implementation of some recovery strategies so that customers will be satisfied with their experience. This case will highlight for participants the importance of managing the customer service recovery process in a resort hotel. The case concerns a customer who was incolved in a car crash and the actions taken by the operations manager to overcome the disappointment and dissatisfaction of the customer.