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Hampton Inn Case Study
Essay specific features
Written by:
Betty H
Date added:
September 30, 2012
Level:
University
Grade:
A
No of pages / words:
2 / 401
Was viewed:
9032 times
Rating of current essay:
Essay content:
While it may seem to consumers that employees will try harder to satisfy them, if employees are empowered to refund a customer's money, they do not have to answer to management, they can just do it.
2. The implications of the 100% Guarantee for (a) guests, (b) managers, (c) owners of the hotel buildings and (d) Promus are:
a) Guests ? that no matter what happens, even if the hotel really did nothing wrong, they can get their money back...
displayed 300 characters
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It seems like many important decisions have been taken away from managers, and they can not react in the best interest for the hotel chain because what's in the customer's best interest is usually not the same as the company's best interest.
c) Owners of the Hotel Buildings ? that they need to keep their facilities in tip top condition or else customers will be dissatisfied with their experience and demand their money back...
displayed 300 characters
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