HOTL $9608-$ Case Study $-$ Service Recovery Model

Names:

Student #s:

Using the Service Recovery Model from the PPT provide a logical example for each category. Be sure

that it is a realistic situation. Use a different situation for each category. You must provide the level of

Severity and Fault for both the Hotel and the Guest $-$ it must match the category.

Provide an example of each scenario and a solution. Is compensation required? If$,$ so$,$ what

does it look like?