Quality Service Management

1.Guests as Consultants Hospitality companies consult its guests what they like or dislike about guest experience • Guests can serve as members of …. ⚬Focus group ￭Marriot courtyard: new product development process ⚬Advisory bourd ￭Build a bear: Kids advisory board ￭Southwest: Flight attendance hiring process- invite frequent fliers • Loyal Customers are more willing to participate in focus group and advisory board (Bowen and Shoemaker, 1998)