case study (service).docx - Question 1 Based on Madelines Day 1 observations and conversation with Mr Spencer provide examples of the service quality

case study (service).docx - Question 1 Based on Madelines...

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Question 1 Based on Madeline’s Day 1 observations and conversation with Mr. Spencer, provide examples of the service quality gaps (e.g. knowledge, standards, delivery, communications and service) that are evident at the Remington Hotel. Answer 1 Communication Gap - This gap occurs when a company promises to deliver a certain service through external communication such as advertisements and fails to fulfill its promise. In this case, the hotel had advertised an airport check-in for the customers, mostly for the customers who have arrived late at night or their flights had been delays. However, when Mr. Spencer went to check-in at 10pm, he was informed that the service was not available at that time during the day, which was the purpose of the service. Delivery Gap - This gap is formed based on the employees’ willingness to perform the service. There is an example of gap in delivery of the service quality in Remington Hotel when Mr. Spencer with his wife and sleeping years old child, needed a luggage
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