In mid 1997, the president of Joong-Ang Development Company was reviewing the results from Yongin Farmland, the company's theme park located just south of Seoul, South Korea. Although results had improved significantly since 1994, he knew that it would be difficult to sustain the company's service quality levels. This case updates the (A) case, 9A97D016, and presents the action taken as well as the results. This case and its companion (A) case are intended for use in a service quality module of a service management course.
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