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

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