Discuss the perceived advantages of Hampton Inn's 100 percent satisfaction guarantee
What will be an ideal response?
The guarantee provides many advantages to Hampton Inn. Customers like it because they are confident that they will be satisfied. Another important aspect is that it helps managers identify new opportunities for quality improvement. In essence, it increased the pressure and exposed leaks in the system, providing financial incentives to fix the holes. Ultimately, the guarantee has helped generate increased consistency across the service delivery for Hampton Inn and allowed for much greater customer retention.
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