Here is the synopsis of our sample research paper on Service Quality; The case of the Missing Reservation. Have the paper e-mailed to you 24/7/365.
Essay / Research Paper Abstract
This 3 page paper examines a case study supplied by the student in which a hotel looses a booking made for the restaurant and handles the event badly. The paper answers question that look at how and why it was dealt with poorly and how it should have been handled. The bibliography cites 1 source.
Page Count:
3 pages (~225 words per page)
File: TS14_TEmisresv.rtf
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Unformatted sample text from the term paper:
customer to create loyalty and repeat business by meeting their expectations. To deliver this the hotel and hostess need to understand what it is the customer wants. The hostess
tells ten that there is not a reservation, although she believes they made one, and that she cannot seat them until everyone on the list was seated first. There is
no quality management here, there is not an apology for the mistake and the message being sent to the customer is that all the people on the list take priority.
The customers are told to sit in the lounge and they will probably be seated properly, but this is a vague statement and the customers, with young children which makes
waiting more difficult are left with confusion and no clear answers, allowing dissatisfaction to grow. Looking at models such as the customer driven quality circle characteristics are absent and looking
at the key dimensions of customer service most of these were missing, there was no reliability ads the booking was lost, there was no assurance as the customers were left
waiting with no clear idea of what was happening, there was a lack of empathy and there was little real responsiveness that was personal to the customers. This could
have been handled much more effectively, the first step should have been to ascertain what the customers had booked and to apologies, showing concern and empathy and the hostess should
have accepted responsibility on behalf of the hotel. She could have then asked them if they would take a seat in the lounge while she sorted it out for them
as it this was the hotels mistake the drinks would be complimentary, and assure them she would sort this out as quickly as possible with a table that was suitable.
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