The moment of truth was when the front desk people realized that the problem we reported was not just a minor complaint or just an example of customers being too picky or demanding. It was fairly clear that the hotel personnel immediately empathized with our situation and that they felt obligated to rectify the problem for us. The wrong response would have been to tell us that we should just try to live with the noise for one night until another room like the one we booked became available or to turn off the air conditioner when we wanted to go to sleep and then turn it back on in the morning. In addition to being insulting (because nobody needs to be told that they can do either of those two things), that type of response would have conflicted with any demonstration of reliability, assurance, or responsiveness.
There were both tangible and intangible elements to this issue: the obvious tangible element was the discomfort of having to (either) sleep without air conditioning or try to sleep with the horrible noise; the intangible element was the impression given by the hotel staff about how seriously they took our complaint. The hotel was responsive from the start, such as by sending a maintenance person to our room within a few minutes after we called about the problem. When the front desk supervisor called back to change our room,...
Copper Coil Case Study Student Name University Name Copper Coil Case Study Abstract Copper Coil is a successful corporation that specializes with distinct metal components. The company has seen progressive sales in the past five years and such growth is projected to continue in the forthcoming periods. This analysis sought to ascertain three key aspects comprising of employee engagement, employee turnover and perceptions of organizational support. The analysis of the
Entrepreneurial Approach M1 - Discussion I have always thought entrepreneurship is just about starting a business. However, it is interesting to learn that entrepreneurship is more of a mindset or a behavioural tendency as opposed to just pursuing a business idea. It is a way of thinking characterised by the desire to create or exploit opportunities, take risks, to be innovative, and to grow. This mindset applies to not only individuals,
Organizational Behavior Case Study ORGANIZATIONAL BEHAVIOUR Residential care facility's staff plays an important role in the daily lives of residents; unfortunately these facilities are usually faced with organizational obstacles and lack of information that prevents them from taking proper care of residents (Smith, 1998). This organizational behavioral case study is about a residential care facility which is part of a parent company that runs six different residential care facilities. The management of
A long-term orientation is adopted 5. The importance of international competitiveness is recognized 6. The need for infrastructure improvements is highlighted 7. The need for integration with national/regional tourism plans is recognized 8. Residents' attitudes to tourism are considered 9. Local cultures, values and lifestyles are considered 10. Wealth and job creation and quality of life for residents are primary aims 11. The issue of overcrowding is addressed 12. The issue of environmental problems is addressed 13. The
The four possible points which could be the optimal solution are labeled from one to four. The solutions to these are then given in Table 1, along with the profits which would result from these combinations. The values of each of these points were calculated by solving the simultaneous equations where the lines crossed. It can be seen from Table 1 that the maximum profit would be reached by
Ritz Carlton Ritz-Carlton Case Study "Service" can be an elusive concept. What is the essence of The Ritz-Carlton Experience? What is Ritz-Carlton selling? The Ritz Carlton's business model is focused on a narrow target market that expects world class luxury accommodations as well as extraordinary service by the hotels staff. Developing a staff that consistently provides quality service is not an easy proposition. To maintain this level of service it requires an advanced
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