When the band crashed the wedding : a case in hotel service recovery / Donald G. Schoffstall, Thomas R. Schrier & Susan W. Arendt.

Format:

Book

Author/Creator:

Schoffstall, Donald G., author.

Schrier, Thomas R., author.

Arendt, Susan W., author.

Series:

SAGE Business Cases.

SAGE Business Cases

Language:

English

Subjects (All):

Hotel management--Case studies.

Hotel management.

Special events--Management--Case studies.

Special events.

Physical Description:

1 online resource.

Other Title:

When the Band Crashed the Wedding

Place of Publication:

London : International CHRIE, 2014.

Summary:

Steve is the hotel manager for the Spring Grove Hotel, which has multiple parties booked, each with events on property for Saturday evening. As the manager on duty, Steve has been tasked with ensuring everything goes smoothly for the Kirkpatrick wedding, South High School Marching Band, and other hotel guests. The case study aims to generate discussions about how hotels manage multiple large events as part of daily business, focusing on specific occurrences of problems and service failures and service recovery opportunities that could be made.

Notes:

Originally Published InSchoffstall, D. G., Schrier, T. R., & Arendt, S. W. (2014). When the band crashed the wedding: A case in hotel service recovery. Journal of Hospitality & Tourism Cases, 3(3), 9–15.

Includes bibliographical references and index.

Description based on XML content.

ISBN:

1-5297-0906-7

9781529709063

OCLC:

1141305723