Complete Case details are given below :
Case Name : Mount Rundle Hotel Banff
Authors : Jim Kayalar
Source : Ivey Publishing
Case ID : 908M50
Discipline : Operations Management
Case Length : 05 pages
Solution Sample availability : YES
Plagiarism : NO (100% Original work)
Description for case is given below :
A service delivery failure in the Mount Rundle Hotel escalates into a full-fledged confrontation between hotel management and the customer. The hotel general manager has an inward focus and is more intent on managing internal company systems and processes than catering to customer needs. The delay in responding effectively to the service failure leads to the involvement of the Better Business Bureau of Alberta, the Banff Lake Louise Tourism Development Board and the Banff mayor’s office.
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