Read the Chapter 12 Case: Service Quality at the Remington Hotel on pages 339-341 within the Unit 3 READ section.

• Summarize the case and identify the dilemma facing the Remington Hotel. What are some examples of the service quality gaps at Remington Hotel (knowledge, standards, delivery, communications, and service, just to name a few)?
• Review the information and chart that was provided by the general manager on Day 2 (page 340). This information highlights the data collected on the customers' PERCEPTIONS of the Remington Hotel earlier in the year. According to this data, which area of service quality should Madeline try to improve first? Explain your answer and provide suggestions for her to implement.
• The second chart, customers' EXPECTATIONS (page 341), is a collection of data that was also compiled prior to Madeline's employment at the Remington Hotel. Compare and contrast the results of the two charts - customer perceptions versus customer expectations. Was it surprising that empathy and assurance ranked similar on both surveys? How can the hotel improve these specific areas?
• Explain the value proposition behind each service quality dimension. Is there another area (not included in the charts) that Madeline should address to foster growth? Are the tangible aspects of the hotel more important than the intangible aspects? Explain your reasoning.