HAMPTON INN: THE 100% SATISFACTION GUARANTEE
Mary Bourland
March 19, 2005
1. The philosophy behind the 100% Satisfaction Guarantee is to have the guests act as quality-assurance inspectors by identifying quality deficiencies and reporting them to hotel employees. I do think that this is a good way to improve service quality; however, I am not sure that it is the best way. While it may seem to consumers that employees will try harder to satisfy them, if employees are empowered to refund a customer's money, they do not have to answer to management, they can just do it.
2. The implications of the 100% Guarantee for (a) guests, (b) managers, (c) owners of the hotel buildings and (d) Promus are:
a) Guests that no matter what happens, even if the hotel really did nothing wrong, they can get their money back.
b) Managers that they have very little to no control over their property or employees. It seems like many important decisions have been taken away from......
Join Now or Login to view the rest of this paper.
Approximate Word Count: 404
Approximate Pages: 2 (260 words per double-spaced page) |