Business Case

Teaching Note: Customer Satisfaction, Customer Loyalty, & Financial Performance in the Banking Sector

Teaching note by Vikas Mittal Banking is an essential service. According to a 2015 FDIC national survey, 68% of U.S. households use banking services. According to a Gallup report, worldwide, access...

Fundamental Basics of Guest Engagement – A Case Study

Case study by Vaibhav Garg This case study focuses on the aspect of service excellence & personal involvement of the hotel management to advocate the hotel service philosophy and how...

Amazon’s Fairy Tale Response to a Halloween Wish

guest article by Scott Cowley Amazon has recently been the target of some high profile negative press about its intense workplace pressures. One would almost think there would be little room at Amazon...

Service Failure Handling at United Airlines

Guest article by Roland Rust and Ming-Hui Huang Those of you who attended the Frontiers in Service Conference in Bergen, Norway may have heard about the problems that my wife, Professor...