Outstanding Customer service is the hallmark of cruising. A fifteen-day vacation on a cruise ship is supposed to be a wonderful thing. Norwegian Cruise Lines, however, appears to have forgotten this. No sooner did they leave the port in Miami; passengers began noticing that things weren't quite right. Instead of a tranquil trip, passengers were treated with the sounds of. maintenance. The sounds of hammers and grinders were omnipresent. Dust filled the air as decks were sanded down – so much that several passengers had to visit the infirmary with respiratory problems. It was so bad that close to 500 angry passengers organized a meeting. They confronted the captain, whose response was to walk out. Norwegian's response after the incident was not much better. One has to wonder how many of the passengers will ever cruise on Norwegian again. Questions: 1. Identify the customer service issue outlined in the case and explain the importance of customer service. 2. Name the three kinds of customer turnoffs described in the case. Who, in an organization, is primarily responsible for each? 3. When the quality of products or services sold is poor relative to its cost, customers are likely to experience what kind of turnoff? (Give examples from the case above).

Outstanding Customer service is the hallmark of cruising. A fifteen-day vacation on a cruise ship is supposed to be a wonderful thing. Norwegian Cruise Lines, however, appears to have forgotten this. No sooner did they leave the port in Miami; passengers began noticing that things weren't quite right. Instead of a tranquil trip, passengers were treated with the sounds of. maintenance. The sounds of hammers and grinders were omnipresent. Dust filled the air as decks were sanded down – so much that several passengers had to visit the infirmary with respiratory problems. It was so bad that close to 500 angry passengers organized a meeting. They confronted the captain, whose response was to walk out. Norwegian's response after the incident was not much better. One has to wonder how many of the passengers will ever cruise on Norwegian again. Questions: 1. Identify the customer service issue outlined in the case and explain the importance of customer service. 2. Name the three kinds of customer turnoffs described in the case. Who, in an organization, is primarily responsible for each? 3. When the quality of products or services sold is poor relative to its cost, customers are likely to experience what kind of turnoff? (Give examples from the case above).

Management, Loose-Leaf Version

13th Edition

ISBN:9781305969308

Author:Richard L. Daft

Publisher:Richard L. Daft

Chapter10: Designing Organization Structure

Section: Chapter Questions

Problem 3ED

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Outstanding Customer service is the hallmark of cruising. A fifteen-day vacation on a cruise ship is supposed to be a wonderful thing. Norwegian Cruise Lines, however, appears to have forgotten this. No sooner did they leave the port in Miami; passengers began noticing that things weren't quite right. Instead of a tranquil trip, passengers were treated with the sounds of.... maintenance. The sounds of hammers and grinders were omnipresent. Dust filled the air as decks were sanded down – so much that several passengers had to visit the infirmary with respiratory problems. It was so bad that close to 500 angry passengers organized a meeting. They confronted the captain, whose response was to walk out. Norwegian's response after the incident was not much better. One has to wonder how many of the passengers will ever cruise on Norwegian again. Questions: Describe the difficulties that Norwegian Cruise Lines' managers experienced in providing High-quality service to all guests and discuss…
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