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Four Points Hotel and Suites London by Sheraton

John S. Haywood-Farmer; Rachel Leung; Faruq Remtulla; Grace Wong

商品編號:9B04D023
出版日期:2004/11/23
再版日期:
商品來源:Ivey
商品主題:Operations Management
商品類型:Case (Field)
涵蓋議題:Service Recovery;Service Operations;Customer Relations;Branch Operations
難易度:4 - Undergraduate/MBA
內容長度:11 頁
地域:Canada
產業:Hotels; Rooming Houses; Camps
事件年度:2002

The general manager of a hotel is faced with a difficult situation. A long-time customer claims that the hotel's sales manager has agreed to allow a music workshop at the hotel at attractive price. However, the general manager can not locate any of the documentation to confirm this event and the sales manager is no longer with the hotel. The customer has asked that the hotel either honour the agreement or reimburse the $10,000 printing fee for marketing materials. The general manager must decide how to handle the situation.

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