1. Explain why formal and multi-leveled organization structure often affects the efficiency of communication systems between employees and managers. How can global hotel chains overcome that issue?
2. In the context of market research, what does 'listening posts' refer to and what value does it have for the service management?
3. In what type of circumstance would a 'mystery shopper' program be the most appropriate way to capture customer perceptions of the service experience? Compare this approach to a focus group.
4. Comment on this statement: 'We are getting more complaints now which means we must be delivering a lower quality experience for our guests...'