C&D Hotel, Xiamen Harvard Case Solution & Analysis

The customer service manager of C&D Hotel faced recently with some complaint from the customer. The hotel is the first five star deluxe hotel in a coastal city, Xiamen, in China. The hotel is evaluating its rendered services and after recent complaints from the customer, the hotel determining the ways to improve her services. The manager needs to develop a framework for such complaints and determining that how to compensate against such complaints to increase the customer loyalty.

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C&D Hotel, Xiamen

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