Bonita Bay Marina Harvard Case Solution & Analysis

Bonita Bay Marina, founded 20 years ago by a group Bonita Bay, proven high quality service. According to the manager of the marina, customers with great respect for their services was due to the observance of the organization on clearly defined customer service philosophy known as customer service philosophy E5. The manager must decide whether the benefits of conducting Clean Marina certification program will enhance the level of quality of service and, ultimately, the reputation of Bonita Bay on the market. Further evaluation of the current program of customer service to determine whether a clean marina certification will complement existing E5 customer service philosophy and synergies that would enhance customer perceptions of their services, and to promote the profits for years to come. "Hide
by Jeffrey Burgerhoff, Jon Fitch, William J. Ritchie Source: Richard Ivey School of Business Foundation 11 pages. Publication Date: November 23, 2004. Prod. #: 905M06-PDF-ENG

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