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Hospitality Service Excellence

In: Business and Management

Submitted By linda1005
Words 2321
Pages 10
The aim of this essay is to take the City@Hotel as a case study to analyse the causes of service failure and determine what service recovery strategies could be taken by the hotel. This essay first gives the brief introduction of service excellence and service failure, and identifies the causes of service failure in this case study. Then, it will apply the concepts of service recovery into the hospitality industry, and come up with some solutions according to the theories. At last, the essay will evaluate the contention that service failure whether can be recovered or not.
In order to get a better understanding of the case study, this paper begins with the brief introduction of service excellence and service failure that in relation to the provision of hospitality services. Service excellence is an integrated approach to business that organizations set customers in the centre of all the activities (Clark and Baker, 2004). There is no exactly definition of service excellence, but some researchers (Horwitz and Neville, 1996; Dobni, 2002) pointed out that service excellence refers to the provision of service exceeds the customer's previous expectations. In a word, service excellence is not only meeting customer requirements but also about exceeding their expectations. Conversely, service failure can be defined as that the service does not meet the customer expectation and requirement. Service failure often occurs in the process and the outcome of the service delivery (Lewis and McCann, 2004). As pointed by Kandampully, Mok and Sparks (2001) that service failure depends on the customer's perception, no matter the perceptions are reasonable or fair. As a result, service failure was categorized by Hoffman, Kelley, and Rotalsky (1995) and classified into three categories: (1) employee response to service delivery failure, (2) employee responses to customer needs and…...

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