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HAMPTON INN: THE 100% SATISFACTION GUARANTEE
Mary Bourland
March 19, 2005


1. The philosophy behind the 100% Satisfaction Guarantee is to have the guests act as quality-assurance inspectors by identifying quality deficiencies and reporting them to hotel employees. I do think that this is a good way to improve service quality; however, I am not sure that it is the best way. While it may seem to consumers that employees will try harder to satisfy them, if employees are empowered to refund a customer’s money, they do not have to answer to management, they can just do it.

2. The implications of the 100% Guarantee for (a) guests, (b) managers, (c) owners of the hotel buildings and (d) Promus are:

a) Guests – that no matter what happens, even if the hotel really did nothing wrong, they can get their money back.
b) Managers – that they have very little to no control over their property or employees. It seems like many important decisions have been taken away from......

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Approximate Word Count: 404
Approximate Pages: 2 (250 words per double-spaced page)

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