How Israeli hotel chain ISROTEL developed its service guarantee
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 April 1997
Abstract
Describes an attempt in Israel to put a “product” emphasis on a service environment, through offering guests on a vacation a service warranty that they will provide a “perfect vacation” ‐ or meet the guaranteed penalties in terms of compensation. Describes the nature of the warranty to be offered, and focuses on factors identified through focus groups with existing customers; describes the efforts and results around the launch of the scheme, and concludes with a valuable section on the lessons learned.
Keywords
Citation
Donath, N. (1997), "How Israeli hotel chain ISROTEL developed its service guarantee", Managing Service Quality: An International Journal, Vol. 7 No. 2, pp. 87-91. https://doi.org/10.1108/09604529710161469
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited