Case Name :      Bonita Bay Marina

Authors :           Geoffrey Burgerhoff, John Fitch, William J. Ritchie

Source :             Ivey Publishing

Case ID :            905M06

Discipline :        Service Management

Case Length :    11 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

The Bonita Bay Marina, founded 20 years ago by the Bonita Bay Group, established a reputation of high-quality service delivery. According to the marina’s manager, customers’ high regard for their services was due to the organization’s adherence to a well-defined customer service philosophy known as the E5 Customer Service Philosophy. The manager must decide whether the benefits of pursuing a Clean Marina certification program would bolster the level of service quality and, ultimately, the reputation of Bonita Bay Group in the marketplace. Further evaluation of the current customer service program is needed to determine whether the clean marina certification would complement the existing E5 Customer Service Philosophy and create synergies that would enhance customer perceptions of their services as well as contribute to profit margins for years to come.