Report on Hotel and Hospitality management 2022

Running head: HOTEL AND HOSPITALITY MANAGEMENT
Hotel and Hospitality management

HOTEL AND HOSPITALITY MANAGEMENT 2
Business report
Service encounter triad
Throughout the module, it is addressed that the service encounter triad is the integration of
service strategy, which refers to the service organizations, performance of service with respect to
contact personnel. It is considered into training, ethical climate, selection as well as, final stage
associated with consumer outcomes. It is linked to the expectation, attitudes as well as, co-
production (Forbes, 2013).
Service profit chain
Service profit chain is supportive in the association as well as, creates the association among
profitability, and service values to satisfaction of workforces, as well as, productivity with the
competencies (Fitzsimmons, Fitzsimmons, & Bordoloi, 2014).
Service blueprinting
Service blueprint shows that what products can look like and all of the specifications are
significant for its production. It is identified that service blueprint is a map associated with all
transactions constituting the process of service delivery (Martin, 2013).
Complaints handling
It is identified that the company should listen to the complaint of the customer. The essential
aspect that is essential to perform while a company receives a complaint of the customer is to
listen. It should empathize as well as, apologize for the condition. It can provide as well as,
implement a solution. It can follow-up as well as, appreciate the customer for their organization
(Forbes, 2013).
Service recovery