The Importance of Service Recovery: : The Example of Midtown Hotel, Hangzhou / Wang Wang, Xinwei Wu, Yang Zhou.

Format:

Book

Author/Creator:

Wang, Wang, author.

Wu, Xinwei, author.

Zhou, Yang, author.

Series:

SAGE business cases.

SAGE business cases

Language:

English

Subjects (All):

Crisis management.

Hospitality industry.

Physical Description:

1 online resource

Place of Publication:

London : SAGE Publications: SAGE Business Cases Originals, 2025.

Summary:

Due to circulation of negative online reviews, Tina Lo, General Manager of the upscale Midtown Hotel, Hangzhou, eastern China, grappled with the property's declining revenue and occupancy rates. In the face of opposition from various hotel department heads and the urgent need to enhance the hotel's performance, she devised several service recovery strategies to address negative guest reviews to reshape the hotel's reputation. Online reviews play a pivotal role in the selection process of many hotel users, as potential guests gather information before making decisions. Negative online reviews can be regarded as a diagnostic tool, prompting hotels to enhance service quality. Nevertheless, Tina is not sure which of her strategies are potentially most effective. Addressing online reviews may not be an easy task, as there are various challenges. Additionally, Tina faces a dilemma regarding whether to prioritize promoting the hotel's restaurant business or addressing negative reviews. This case study, based on a hypothetical scenario--the Midtown Hotel in Hangzhou, China--outlines the complexities of managing online guest reviews and sheds light on realistic problems a hotel may face and common service recovery strategies that can be implemented. Students will be asked to analyze the business situation of the Midtown Hotel, which emphasizes the importance of addressing online reviews.

Notes:

Description based on publisher supplied metadata and other sources.

ISBN:

9781071967522

1071967525

OCLC:

1483993653