Case Name :      Samsung Everland: Managing Service Quality (A)

Authors :           John S. Haywood-Farmer, Charles Dhanaraj

Source :             Ivey Publishing

Case ID :            97D016

Discipline :        Service Management

Case Length :    24 pages

Solution Sample availability : YES

Plagiarism : NO (100% Original work)

In late 1994, Mr. Her, president of Joong-Ang Development Co., was concerned with the level of service quality at Yongin Farmland, the company’s theme park located just south of Seoul, South Korea. Despite the service-quality program he initiated when he assumed his present position 14 months ago, the park’s service quality seemed to be less than that of its competitors. He wondered if he had made the right moves, how Farmland could achieve international service quality standards, whether it would be worth doing, and if it would really provide a sustainable competitive advantage. Intended for use in a service-quality module of a service management course.