Mount Rundle Hotel Banff
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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.
- Category: Business & Personal Finance
- Published: 07 July 2008
- Publisher: Richard Ivey School of Business Foundation
- Seller: Richard Ivey Sch of Business Foundation
- Print Length: 5 Pages
- Language: English