Details

Answer each bullet with only 1-2 paragraphs

The more value the customer receives or expects from the service, the more patiently the customer will wait. Suggest methods an airline could use to increase a customer’s perception of the value of the service they receive at an airport check-in desk. Provide examples with your response.

Review the different types of techniques guests use to assess service quality after their experience found in Table 12-3 (see attachment). Choose the best technique for measuring hotel service quality standards and create three to five questions for customers to answer using the technique you choose. Explain your reasoning behind your decisions.

Use the Internet to research two hotel or cruise line guest comment cards. Review each of the comment cards and describe the types of questions asked. Make improvements to the comment cards in order for the customers to provide a better assessment of the organizations’ service quality. Provide an explanation of the improvements you make.