homework

Explain why formal and multi-leveled organization structure often affects the efficiency of communication systems between employees and managers? How can global hotel chains overcome that issue?

Discuss the link between internal marketing and customer centricity. Also consider who are the 'customers' in this context?

Comment on this statement: "We are getting more complaints now which means we must be delivering a lower quality experience for our guests...."

What type of circumstance would a "mystery shopper" program be the most appropriate way to capture customer perceptions of the service experience?Compare this approach to a focus group.

In your opinion - why has the "Net Promoter Score" concept been so popular? Link that concept to your knowledge about the relationship between customer satisfaction and loyalty, discussed in the previous chapter.

In the context of market research, what does 'listening posts' refer to and what value does it have for the service management?