The case deals about the service process and quality based on the expectations of the customers and the factors that would influence the customers. Company SH is an existing hotel in State T in County U. Person EG and Person JB purchased the Company SH in 2012. They enhanced the features and services to attract the guests. The consultant indicates three needs while speaking with Person AD, the innkeeper in Company SH to improve the customer service. The firm need to understand the expectations of the guests. They need to monitor the perceptions of the guests and they should identify the service failure points. To determine: The way the hotel can handle service recovery and service guarantees.

Question

The Clothing Shack is an online retailer of men's, women's, and children's clothing. The company has been in business for four years and makes a modest profit from its online sales. However, in an effort to compete successfully against online retailing heavyweights, the Clothing Shack's marketing director, Makaya O'Neil, has determined that the Clothing Shack's marketing information systems need improvement. Ms. O'Neil feels that the Clothing Shack should begin sending out catalogs to its customers, keep better track of its customer's buying habits, perform target marketing, and provide a more personalized shopping experience for its customers. Several months ago, Ms. O'Neil submitted a systems service request (SSR) to the Clothing Shack's steering committee. The committee unanimously approved this project. You were assigned to the project at that time and have since helped your project team successfully complete the project initiation and planning phase. Your team is now ready to move…

Answer 1

Question

Chapter CS, Problem 4.5CQ

Summary Introduction

Case summary:

The case deals about the service process and quality based on the expectations of the customers and the factors that would influence the customers. Company SH is an existing hotel in State T in County U. Person EG and Person JB purchased the Company SH in 2012. They enhanced the features and services to attract the guests.

The consultant indicates three needs while speaking with Person AD, the innkeeper in Company SH to improve the customer service. The firm need to understand the expectations of the guests. They need to monitor the perceptions of the guests and they should identify the service failure points.

To determine: The way the hotel can handle service recovery and service guarantees.

Expert Solution & Answer

Trending nowThis is a popular solution!

See solution

Check out sample textbook solution

Students have asked these similar questions

The Clothing Shack is an online retailer of men's, women's, and children's clothing. The company has been in business for four years and makes a modest profit from its online sales. However, in an effort to compete successfully against online retailing heavyweights, the Clothing Shack's marketing director, Makaya O'Neil, has determined that the Clothing Shack's marketing information systems need improvement. Ms. O'Neil feels that the Clothing Shack should begin sending out catalogs to its customers, keep better track of its customer's buying habits, perform target marketing, and provide a more personalized shopping experience for its customers. Several months ago, Ms. O'Neil submitted a systems service request (SSR) to the Clothing Shack's steering committee. The committee unanimously approved this project. You were assigned to the project at that time and have since helped your project team successfully complete the project initiation and planning phase. Your team is now ready to move…

b-1. Activity ES EF LS LF Slack 1 2 3 4 5 6 7 8 9 b-2. Identify the critical activities, and determine the duration of the project. The critical activities are .

The forecast for each week of a four-week schedule is 50 units. The MPS rule is to schedule production if the projected on-hand Inventory would be negative without it. Customer orders (committed) are follows: Week Customer Order 1 52 35 20 12 Use a production lot size of 75 units and no beginning Inventory. Determine the available-to-promise (ATP) quantities for each period. Note: Leave no cells blank - be certain to enter "0" wherever required. Period ATP 1 2 3