Service Recovery


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Kool Travels Pvt. Ltd., a Holiday Company has been arranging regular holiday tours to Rajasthan. Kool Travels had regular arrangements with Maharaja Hotels for accommodation of their tourists in Jaipur.

In December, 2005 Mr. Tejas and his family booked a Rajasthan Tour Package with Kool Travels and checked into Maharaja Hotel in the room allocated to him and his family. However Mr.Tejas did not like the room and decided to register his complaint about the room. In the meantime his wife, Pooja, switched on the television and was greeted by a screen with Maharaja Hotel Customer Survey. Using the remote control, Mr. Tejas punched in his evaluation. To his surprise within two minutes of the receiving the electronic communication, the Hotel Manager called him to say that because the Hotel was entirely booked this being a busy season, the room could not be exchanged, however the Guest could expect a Hospitality Gift from the Hote! for his inconvenience.

The next day a garden facing room was available and the Hotel Manager offered the same to Mr. Tejas if he wished to shift. Mr. Tejas declined and told the Manager that he and his family were quite comfortable in the present room.

Questions:

i)      Give your opinion about expected level of expected level of service in the case.

ii)     Analyse the service recovery in the case.

iii)    What would be the effect of this incident on the Kool Travels?

iv)   Why do you feel Mr. Tejas declined to change his room?


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