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This week we learned about the different types of complainers such as passives, voicers, irates, and activists. The different types of complainers make a difference in how a company can respond, resolve, and improve operations for customers. Service recovery involves responding quickly, provide appropriate communication, treating customers fairly, and cultivating ongoing relationships with customers (Zeithaml et al, 2018).

The customer bill of rights is a great guarantee for customer security but is not a one size fits all for all hospitality and tourism businesses. The bill of rights suggests customers have expressive language which protects them from negative impacts caused by the company. The company is reassuring the customer they will ensure all services rendered are completed as stated, and deviations or adverse effects would result in company resolution. This is great in locations such as a hotel, airline, convention, or businesses that have full control of the customer facing operations.

The negative impacts of the customer bill of rights are companies can provide the best customer satisfaction to the masses, but there are variations depending individual customer expectations. There will be variations from individual likeness, preferences, and overall experience. The companies are held accountable to upholding its image, customer satisfaction deliverance, and resolutions to customer grievances.

When it comes to a customer bill of rights within the hospitality department where I work, which is USC, I can only see this working within the USC Hotel and our private events, conferences, and catering segments. The USC Hotel has already made major strides toward sustainability, improved dining experiences, and room upgrades. The bill of rights would guarantee what they already have implemented daily. Furthermore, the private events, conferences, and catering segments strive to provide the best USC Experience and upholding a standard or guarantee for customers and wouldn't be much of a difference from what we do.

I do not see a customer bill of rights working in our dining halls or retail locations. These locations are geared highly toward students who live on campus. Most of the students who patron the dining halls are passive and voicer complainers. Students will have an issue and not voice their concern(s) until days or sometimes weeks later after they have confided with their parents. The complaints at that time come from the parents and the parents are more in alignment with irates and activists as the complaints turn into threats, and strands of harassment toward the university operations management.

The bill of rights would only complicate the operations, as many parents are against the required freshmen meal plan if the students are staying within dorms on campus. If there was a bill of rights it would have to be vague as each dining hall is on a four-week menu cycle and vary in cuisine options. Students have palates from home and are still adjusting, and the dining hall food can be considered "adventurous" from their distinct palates prior to attending USC. Great idea for the bill of rights but wouldn't work in our operation.

References:

Zeithaml, V., Bitner, M., & Gremler, D. (2018). Services Marketing Integrating Customer Focus Across the Firm (7th ed.). McGraw Hill Education.