Solved: 1 Based on Madeline s Day 1 observations and

conversation with

1. Based on Madeline’s Day 1 observations and conversation with Mr. Spencer, provide
examples of the service quality gaps (e.g., knowledge, standards, delivery, communications,
and service) that are evident at the Remington Hotel.
2. Given the customer perception information that was provided by the general manager on Day
2, which one dimension of service quality should Madeline attempt to improve first? Please
explain your answer.
After further reviewing files left by her predecessor, Madeline found that customer expectation
data was also collected and yielded the information provided below. How does this impact the
decision you made in answering question #2 above?
Customer Expectations
Tangibles ............. 6.4
Reliability ............ 6.5
Responsiveness .......... 6.8
Empathy ............. 5.5
Assurance ............. 5.0
4. What other piece of information does Madeline need to make sure that her efforts to improve
the service quality of the Remington have started in the right direction?

Madeline Lewis had recently transferred to the Remington Hotel to improve the level of service
quality. She had been with the company for five years and had been quite successful in
improving the level of service quality at the two previous hotels to which she had been
assigned. Madeline knew that the Remington was going to be a real challenge. The mix of
business was 60 percent individual transient guests and 40 percent group business. Of this
group business, about one-third consisted of motor coach tour groups.

ANSWER
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