Outstanding Customer service is the hallmark of cruising. Afifteen-day vacation on a cruise shipis supposed to be a wonderful thing. Norwegian CruiseLines, however, appears to have forgottenthis. No sooner did they leave the port in Miami;passengers began noticing that things weren'tquite right. Instead of a tranquil trip, passengers weretreated with the sounds of.... maintenance.The sounds of hammers and grinders were omnipresent.Dust filled the air as decks were sandeddown – so much that several passengers had to visit theinfirmary with respiratory problems.It was so bad that close to 500 angry passengers organizeda meeting. They confronted the captain,whose response was to walk out. Norwegian's responseafter the incident was not much better.One has to wonder how many of the passengers will evercruise on Norwegian again.Questions:Describe the challenges faced by the managers atNorwegian Cruise Lines in providinghigh-quality service to all guests and discuss strategiesthat lead to customer loyalty.

Norwegian Cruise Lines had arranged for a fifteen day vacation trip on their Cruise ship. Passengers…

Answered: Outstanding Customer service is the…

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

See similar textbooks

Similar questions

Select an organization which you work for, have worked for previously, or are familiar with the inner workings · Identify their current staffing processes from preparing for recruitment all the way through to offering the position. Onboarding will be addressed further into the project. · Identify how the organization identifies their staffing needs (forecasting). · How do national/local/regional laws, demographics, and compensation market impact staffing?
Rob is a newly minted Product Owner, and he is excited to get started with the Product Backlog prioritization process. Before receiving the Product Owner assignment for creating the new Work from Home App for Clear Logistics, Rob held the title of Search Engine Optimization Specialist. In only a few years with the Houston-based company, he had progress up the ladder quickly. His director once made the following comment about Rob: “Man! He makes sure to treat the customer right all the time ... and they get what they want! He’s the best!” The Work from Home App is a big project that was initiated by the leadership team, notably from CEO Marcella Lopez. Given the Covid-19 pandemic, she now believes that working remotely on a permanent basis is necessary for nearly 90% of the staff. To improve the communication process, this app will allow the teams to stay connected throughout the workday. Rob has a clear vision of the key features that should be on the app, and he wants to make the…
Implement an Employee Performance Program You have been hired as the new General Manager (GM) of a casual dining property, such as Bone Fish Grill, Red Lobster or Olive Garden. Your Direct Report (boss/District Manager) has told you to implement the corporate Employee Performance Evaluation program. Apparently, your predecessor did not have the program in place. You have about 40 – 50 staff on the property, including a team of managers – Chef, FOH manager, and shift supervisors. The corporation uses a Graphic Rating Scale and expects managers to evaluate staff every year. Questions: 1.Introduction: As the new GM, do you think implementing an employee performance evaluation system is a good idea? Why or why not? What is the purpose of Performance Appraisals? 2.Steps: What steps do you need to take to implement this system? How long will it take? 3.Methods (types) of Review Forms: What is a Graphic Rating Scale? Will you use Self-Evaluations, Peer Evaluations, 180 Staff evaluations of…
What problems presently exist for any person assigned to the position of nursing supervisor? How will these problems impact the selection of the new supervisor? Who should be hired as the supervisor? Why? Who should be hired as the head nurses? Why? Your final decision might not please the staff, and if not, how would you handle the possible uprising?
Apply the five principles discussed by Drucker to our current post-pandemic environment when business are now bringing employees back to the workplace. consider that we are now mostly work in virtual workplace and the old rules no longer apply and businesses have to recreate how they do business..
Jon Mayer is a newly appointed graduate staff development officer at the head office of Marvel Bank. Just before lunch, he and his colleagues have been handed their performance appraisals by Chris Handsome, the department manager, and informed to read them and sign them and have them back on his desk by two o’clock. Jon is somewhat shocked when he is told by Henry Silvering, a 30 year veteran, ‘He wasn’t joking, mate. You’ve just had your appraisal and you had better like it because that’s all you’re going to get!’ 1) What impact would Chris’s approach have on his staff’s development, job satisfaction, motivation and performance improvement? Evaluate. 2) If you were the HR manager for Marvel Bank, recommend how would you rectify this situation?
Artificial Intelligence (AI) is rapidly shaping the landscape of work, introducing both opportunities and challenges for industries and employees. As Al technologies continue to advance, tasks traditionally performed by humans are increasingly automated, leading to shifts in job roles and skill requirements. The integration of Al in the workplace has the potential to enhance efficiency, reduce human error, and unlock new possibilities. However, it also raises concerns about job displacement, the need for reskilling, and ethical considerations surrounding Al use. Striking the right balance between leveraging Al for productivity gains and addressing the social and economic implications is a critical aspect of navigating the future of work. Question: How can societies and organizations proactively prepare for the evolving impact of Al on the workforce to ensure a fair and inclusive transition for employees?
In the last three (3) years the company has grown from 30 employees to 100. Jason and LeAnn need advice on controlling the daily staffing levels, so A&E are able to meet or exceed customer expectations for responsiveness without sacrificing its own identity as a company. Choose one of the issues facing A&E and propose a solution and rationale for your response. Paid vacation along with the most valuable times for vacation (peak season time off) Attendance Issue-The Weekend Flu (Friday-Monday) A&E needs to know whether customers are satisfied with the products and responsive to their needs as outdoor enthusiasts.
why is the statement true??? 1) Epic electronics international is a rapidly growing firm specializing in the production of sophisticated robots. One of the major problems Epic electronics is likely to face is a shortage of qualified workers
As part of your new staffing-recruiting plan for Pinxteryou decide to hire a Staffing ManagerConduct a job analysis to determine the scope of the new position and then write a job description for the Staffing Manager. In your assignment, you should address all of the following elements for this job, including a description for each: Position Description Title -Grade Exempt or non-exempt status Who the position reports to Responsibilities of the position Essential functions of the job Attributes required
Joe works for SoPo Ice Cream. On break it is normal for the employees to help themselves to a scoop or two of ice cream and eat it in the break room. Joe knows the ice cream isn’t free and in training on the first day his manager told him that employees aren’t allowed to eat any SoPo Ice Cream without paying for it, and then winked at Joe. Which of the following statements best describes Joe’s situation?The employees work hard and it is understood that eating some ice cream is part of their pay;No one is harmed;Everyone is doing it, including his manager, and there’s no reason he shouldn’t;The ice cream costs the company money and eating it without paying for it is stealing.Based upon the suggestions made in the text, what do you recommend Joe do in this situation? Think about whether Joe might do or not do something now and take another step(s) later depending upon the outcome of the first.
Assuming that more productive workers will have better alternative options for other jobs and that without knowing a worker's individual productivity, you will only offer a wage based on the average expected productivity, what kind of "escalating" problem may occur? Please describe the issue, but use only six or fewer sentences

SEE MORE QUESTIONS

Recommended textbooks for you

Principles Of Marketing

Marketing

ISBN:

9780134492513

Author:

Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:

Pearson Higher Education,

Marketing

ISBN:

9781259924040

Author:

Roger A. Kerin, Steven W. Hartley

Publisher:

McGraw-Hill Education

Foundations of Business (MindTap Course List)

Marketing

ISBN:

9781337386920

Author:

William M. Pride, Robert J. Hughes, Jack R. Kapoor

Publisher:

Cengage Learning

Principles Of Marketing

Marketing

ISBN:

9780134492513

Author:

Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:

Pearson Higher Education,

Marketing

ISBN:

9781259924040

Author:

Roger A. Kerin, Steven W. Hartley

Publisher:

McGraw-Hill Education

Foundations of Business (MindTap Course List)

Marketing

ISBN:

9781337386920

Author:

William M. Pride, Robert J. Hughes, Jack R. Kapoor

Publisher:

Cengage Learning

Marketing: An Introduction (13th Edition)

Marketing

ISBN:

9780134149530

Author:

Gary Armstrong, Philip Kotler

Publisher:

PEARSON

MKTG 12:STUDENT ED.-TEXT

Marketing

ISBN:

9781337407595

Author:

Lamb

Publisher:

Cengage

Contemporary Marketing

Marketing

ISBN:

9780357033777

Author:

Louis E. Boone, David L. Kurtz

Publisher:

Cengage Learning

SEE MORE TEXTBOOKS