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Question 1Based on Madeline’s Day 1 observations and conversation with Mr. Spencer, provideexamples of the service quality gaps (e.g. knowledge, standards, delivery,communications and service) that are evident at the Remington Hotel.Answer 1Communication Gap-This gap occurs when a company promises to deliver a certain service throughexternal communication such as advertisements and fails to fulfill its promise. Inthis case, the hotel had advertised an airport check-in for the customers, mostlyfor 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 theservice was not available at that time during the day, which was the purpose of theservice.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 Hotelwhen Mr. Spencer with his wife and sleeping years old child, needed a luggage