Service Failure: A case of Hotel Industry

Abstract

This case informs the readers with a service failure incident at Hotel ABC. The incident involved a power outage for five hours during peak occupancy season in the parched hot weather. This triggered customer dissatisfaction. The case make the readers think how managers should respond under pressure and what service recovery strategies they could use during such incidents. Hence, the case is designed to stimulate discussion on crisis management, service quality, and customer relationship management in the hospitality sector with a special focus on the Service quality model (SERVQUAL).

Keywords: Service quality and hospitality sector.

Subject Area: Operations management / Marketing

Difficulty Level: Intermediate

Study level: Undergraduate