C&D Hotel, Xiamen

Chong Wu; Hubert Pun; Gregory S. Zaric; Deyuan Chen;

商品編號：9B15D002
出版日期：2015/01/30
再版日期：2015/01/27
商品來源：Ivey
商品主題：International Business; Operations Management
商品類型：Case (Field)
涵蓋議題：Service;hotel management;China
難易度：5 - MBA/Postgraduate
內容長度：7 頁
地域：China
產業：Accommodation &; Food Services;
事件年度：2014

The C&D Hotel, the first five-star deluxe hotel in Xiamen, a coastal city in China, needs to improve its service delivery process. In particular, the hotel’s customer service manager needs to present her plans for handling some recent customer complaints and decide how to compensate hotel guests for errors that have occurred during service delivery.

教學手冊：8B15D002
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