A bite in the night : the case of bed bugs at the Mountain Peak Inn / Heather R. Allman, Thomas R. Schrier.

Format:

Book

Author/Creator:

Allman, Heather R., author.

Schrier, Thomas R., author.

Series:

SAGE Business Cases.

SAGE Business Cases

Language:

English

Subjects (All):

Mountain Peak Inn.

Hospitality industry--Customer services--Case studies.

Hospitality industry.

Hospitality industry--Risk management--Case studies.

Physical Description:

1 online resource.

Other Title:

Bite in the Night

A Bite in the Night

Place of Publication:

London : International CHRIE, 2016.

Summary:

This case study provides a scenario of service failure and recovery efforts in a hotel operation. A hotel guest encounters bed bugs in his hotel room during a stay at the Mountain Peak Inn, a mid-scale hotel property located off of the interstate. Upon reporting the situation to the front desk agent the hotel management attempts to handle the situation to the best of their abilities. Discussion regarding this case study may include topics related to service failure, service recovery, hotel operations, legal aspects within the hotel industry, and future ramifications.

Notes:

Originally Published InAllman, H. R., & Schrier, T. (2016). A bite in the night: The case of bed bugs at the Mountain Peak Inn. Journal of Hospitality & Tourism Cases, 5(2), 57–63.

Includes bibliographical references and index.

Description based on XML content.

ISBN:

1-5297-1556-3

9781529715569

OCLC:

1141313345