When the band crashed the wedding : a case in hotel service recovery / Donald G. Schoffstall, Thomas R. Schrier & Susan W. Arendt.
Steve is the hotel manager for the Spring Grove Hotel, which has multiple parties booked, each with events on property for Saturday evening. As the manager on duty, Steve has been tasked with ensuring everything goes smoothly for the Kirkpatrick wedding, South High School Marching Band, and other ho...
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| Main Authors: | , , |
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| Format: | Ebook |
| Language: | English |
| Published: |
London :
International CHRIE,
2014.
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| Series: | SAGE Business Cases.
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| Subjects: | |
| Online Access: | SAGE |
| Summary: | Steve is the hotel manager for the Spring Grove Hotel, which has multiple parties booked, each with events on property for Saturday evening. As the manager on duty, Steve has been tasked with ensuring everything goes smoothly for the Kirkpatrick wedding, South High School Marching Band, and other hotel guests. The case study aims to generate discussions about how hotels manage multiple large events as part of daily business, focusing on specific occurrences of problems and service failures and service recovery opportunities that could be made. |
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| Item Description: | Originally Published InSchoffstall, D. G., Schrier, T. R., & Arendt, S. W. (2014). When the band crashed the wedding: A case in hotel service recovery. Journal of Hospitality & Tourism Cases, 3(3), 9-15. |
| Physical Description: | 1 online resource. |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 1529709067 9781529709063 |