Assignment: Customer Delight- Hospitality Industry
Length: 1200 words.
Part I
Torres and Ronzoni (2018) write that customer satisfaction is, "the comparison of product and service performance to expectations" (p. 58) while, "customer delight is grounded on customer affect and the satisfaction of human needs" (p.58).
In your own words provide your interpretation of these two concepts, the benefits of customer delight, and an example of customer satisfaction and customer delight.
Part II
Torres (2014), as cited in Torres and Ronzoni (2018), suggests that customer delight is about positive emotions such as joy, thrill, and exhilaration. Torres (2014) suggests that one way we can delight customers is by creating an event that arouses these positive emotions. Further, Torres (2014) suggests that these emotions can be followed by an element of surprise or can be generated by an element of surprise.
Imagine you are working as a Front Desk Manager in a luxury hotel. Detail a delightful experience that you could create for a regular business guest who is bringing his spouse and two young children (6 and 10) on vacation to your hotel for the very first time.
Format your assignment according to the following formatting requirements:
(1) The answer should be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides.
(2) The response also includes a cover page containing the title of the assignment, the student's name, the course title, and the date. The cover page is not included in the required page length.
(3) Also include a reference page. The Citations and references should follow APA format. The reference page is not included in the required page length.