Q1a. A subcommittee of board of directors of Hamptom Inns has made a bold propos
ID: 450083 • Letter: Q
Question
Q1a. A subcommittee of board of directors of Hamptom Inns has made a bold proposal that customers be given a guarantee of “complete satisfaction or your night’s stay is free.” Employees will be permitted to make good on this guarantee without the approval of managers. Although the proposed guarantee would show great confidence in the hotel’s quality and would provide Hamptom Inns a competitive advantage, most of the hotel managers oppose to this plan. Provide any 2 reasons describing the hotel managers’ reluctance to guarantee customer satisfaction. Provide 2 potential customers’ reactions to such a guarantee. Provide any 2 examples of controls that could be used to avoid customers’ abuse of such guarantee. .
1b. Why is “quality” the most important characteristic or feature of any product or service?
Explanation / Answer
The reasons for the hotel managers’ reluctance to guarantee customer satisfaction : -
The potential customers’ reactions to such a guarantee include the following :
Examples of controls that could be used to avoid customers’ abuse of such guarantee : -
1b) Quality is conformance to standards and therefore any product or service that is not upto standards is considered to be of poor quality . Therefore quality is the most important characteristic or feature of any product or service and nobody would be interested to buy a product which has poor quality .
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