Suppose you are a quality manager of a hotel with a host of problems that need resolving. Your objective is to increase overall customer satisfaction. For the first action you are provided a list of customer feedback the hotel has received in three months. In the table below, the second column shows the reasons for unsatisfying stay by the guests, and the third column shows the total number of complaints. No. Reasons for unsatisfying stay at hotel Frequency Unfriendly staff 1 40 2 Room not clean 7 Room not ready at check-in No towels at pool No blanket for pull-out sofa Pool water too cold Breakfast of poor quality Elevator too slow or not working Took too long to register 10 Bill incorrect 3 10 4 14 11 7 54 8 60 4 Total 210

Suppose you are a quality manager of a hotel with a host of problems that need resolving. Your objective is to increase overall customer satisfaction. For the first action you are provided a list of customer feedback the hotel has received in three months. In the table below, the second column shows the reasons for unsatisfying stay by the guests, and the third column shows the total number of complaints. No. Reasons for unsatisfying stay at hotel Frequency Unfriendly staff 1 40 2 Room not clean 7 Room not ready at check-in No towels at pool No blanket for pull-out sofa Pool water too cold Breakfast of poor quality Elevator too slow or not working Took too long to register 10 Bill incorrect 3 10 4 14 11 7 54 8 60 4 Total 210

Marketing

20th Edition

ISBN:9780357033791

Author:Pride, William M

Publisher:Pride, William M

Chapter13: Services Marketing

Section: Chapter Questions

Problem 5DYMP

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