Question: What should a 1 0 0 % Satisfaction Guarantee mean in the case of a hotel? What did it appear to mean in the

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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