One factor that influences perceptions of recovery efforts is consumer expectations, while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding problem resolution in the context of the entire service experience. This paper analyzes guest satisfaction survey data collected from four large North American hotel chains, each of which is considered to be a full-service upscale hotel brand.
This paper describes an innovative approach to establishing financial values for each aspect of the hotel guest experience. It addresses the following two, critical planning questions: Can employee engagement and behavior be linked to guest expectations that allow for the calculation of potential future value created by better managing the guest experience and, in an age when guest delight turns into expectation faster than an overnight stay, and less and less, hotel facilities alone produce the kind of leveragable differentiation required to build loyalty and profitability, how can hotels avoid commoditization and maintain guest loyalty?
This paper illustrates the evolution of the dealership training for Ford of Mexico with the global customer satisfaction program, Customer Viewpoint. Ford of Mexico evolved from communicating research results to integrating a battery of highly interactive tools for its dealer network. The paper outlines improvements for individual dealerships; the paths taken and results experienced, showing how the ordinary customer satisfaction tracking program evolved to a program encompassing the current market demands for continuous improvements.
Both product and customer care impact company customer relationships. Management needs information on their performance and relationship with future business growth. A wide variety of opinions and scientific research exists on best indicators. After customer satisfaction, loyalty is presently at the forefront. Most studies have limitations, being either cross-sectional or based on aggregated data.Therefore Philips and Interview-NSS performed a large scale, longitudinal experimental study which tested Reichhel' opinion on the prevalence of 'Recommendation' as best indicator. The conclusion is recommendation scores are demonstrably related to future brand purchasing behavior, directly as well as indirectly.