Answer 9 short questions about marketing case: Moti Restaurant

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Business Finance

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Answer 9 short questions about marketing case: Moti Restaurant

case and questions in the files

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Hello! please find the attached document. The answers to the questions are in italics. If you need edits, kindly let me know. Good luck!

Name 1
Name
Professor’s Name
Subject
Date
Moti Restaurant Case Study
Was there a service failure? How could there have been a service failure? If you were in
Rajkumar’s place, list at least two ways in which you would have triggered a service recovery?
Yes, there was a service failure. The hotel management did not reserve enough seats to
accommodate Amol and his friends and families. Amol had requested the hotel management to
increase his booking from initial 15 to 20but the change was never effected which surprised both
Amol and his friends and families. After identifying that there was a service failure, I would have
triggered a service recovery by acknowledging the frustrations of Amol, own the responsibility of
service failure and give an immediate apology. I should then offer an alternative on how all
members would be accommodated within the shortest time possible by making arrangements of
how a tab...


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