The 100% satisfaction guarantee: Ensuring quality at Hampton Inn
National Productivity ReviewPublished 1 March 1996
Jules Sowder
Citations13
Generate an AI Snapshot to get a quick, structured summary of this paper.
Study Snapshot
ObjectiveStudy objective
MethodsResearch methodology
PopulationPopulation studied
Sample sizeSample sizes
OutcomesStudy outcomes here
ResultsStudy results comes here
LimitationsResearch study limitations comes here
A concise AI-generated summary of the paper will appear here once you click Generate AI Snapshot.
Abstract
Abstract For many companies, improving quality standards and keeping customers satisfied are key concerns in maintaining a competitive position in the marketplace. But these intangible goals often can be difficult to achieve in practice. For the Hampton Inn hotel chain, the solution has come in the form of an innovative customer satisfaction guarantee, which not only helps the company ensure quality and satisfaction on an ongoing basis, but also makes definite contributions to the bottom line.
Keywords
Business, Management and Accounting