Question: Read the case 1 0 0 % Satisfaction Guaranteed on page 1 4 7 . Please... Read the case 1 0 0 %

Read the case

" 100 %

Satisfaction Guaranteed" on page

147 .

Please...

Read the case

" 100 %

Satisfaction Guaranteed" on page

147 .

Please answer the following questions and explain your answers in detail:

What should a

" 100 %

Satisfaction Guarantee" mean in the case of a hotel? What did it appear to mean in the case of El Primo Inns in this case?

What are "Service Failures"? What are "Service Mistakes"? Will all the service mistakes lead to a "service failure" incident? What constitutes a service mistake that customers are not satisfied with and not willing to forgive? Provide some examples.

How many breaks from the service script occurred according to Mr

.

O'Brien's letter?

What service recovery measures should have been taken? Any recommendations?

If you were Mr

.

Simmons, what would your responses be in this situation?

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