Question: Read the case 100% Satisfaction Guaranteed on page 147. Answer the following questions and explain your answers in detail: What should a 100% Satisfaction Guarantee

Read the case "100% Satisfaction Guaranteed" on page 147.

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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