A bite in the night : the case of bed bugs at the Mountain Peak Inn / Heather R. Allman, Thomas R. Schrier.
This case study provides a scenario of service failure and recovery efforts in a hotel operation. A hotel guest encounters bed bugs in his hotel room during a stay at the Mountain Peak Inn, a mid-scale hotel property located off of the interstate. Upon reporting the situation to the front desk agent...
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| Main Authors: | , |
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| Format: | Ebook |
| Language: | English |
| Published: |
London :
International CHRIE,
2016.
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| Series: | SAGE Business Cases.
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| Subjects: | |
| Online Access: | SAGE |
| Summary: | This case study provides a scenario of service failure and recovery efforts in a hotel operation. A hotel guest encounters bed bugs in his hotel room during a stay at the Mountain Peak Inn, a mid-scale hotel property located off of the interstate. Upon reporting the situation to the front desk agent the hotel management attempts to handle the situation to the best of their abilities. Discussion regarding this case study may include topics related to service failure, service recovery, hotel operations, legal aspects within the hotel industry, and future ramifications. |
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| Item Description: | Originally Published InAllman, H. R., & Schrier, T. (2016). A bite in the night: The case of bed bugs at the Mountain Peak Inn. Journal of Hospitality & Tourism Cases, 5(2), 57-63. |
| Physical Description: | 1 online resource. |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 1529715563 9781529715569 |