1. Based on Madeline’s Day 1 observations and conversation with Mr. Spencer, provide examples of the service quality gaps (e.g., knowledge, standards, delivery, communications, and service) that are evident at the Remington Hotel.

2. Given the customer perception information that was provided by the general manager on Day 2, which one dimension of service quality should Madeline attempt to improve first? Please explain your answer.

3. After further reviewing files left by her predecessor, Madeline found that customer expectation data was also collected and yielded the information provided below. How does this impact the decision you made in answering question #2 above?

Customer                         Expectations

Tangibles .....................         6.4

Reliability .....................         6.5

Responsiveness ..........         6.8

Empathy .....................          5.5

Assurance .................           5.0

4. What other piece of information does Madeline need to make sure that her efforts to improve the service quality of the Remington have started in the right direction?

Madeline Lewis had recently transferred to the Remington Hotel to improve the level of service quality. She had been with the company for five years and had been quite successful in improving the level of service quality at the two previous hotels to which she had been assigned. Madeline knew that the Remington was going to be a real challenge. The mix of business was 60 percent individual transient guests and 40 percent group business. Of this group business, about one-third consisted of motor coach tour groups.