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Book Cover
Author Manis, Kerry T., author

Title Service recovery to L.A.S.T. : the case of disgruntled customers / Kerry T. Manis, Deborah Fowler and Shane Blum
Published London : International CHRIE, 2018
Online access available from:
Sage Business Cases    View Resource Record  


Description 1 online resource : illustrations
Series SAGE Business Cases
SAGE Business Cases
Summary The Sunbird Casino, Hotel, and Racetrack is a major gaming property owned by Worldwide Gaming and Resorts. The property has no similar competition within a 300-mile radius making this property a major destination for gaming and horserace fans alike. The property also attracts many locals and community members from communities 60 to 100 miles away. For locals, the bar and grill is the only venue with a live DJ that plays 4 to 5 nights out of the week. This has created a competitive advantage for the Sunbird because the more people they have frequenting the bar, the more likely it is for people to utilize other services on the property like gambling, the fine dining restaurants, or horse betting. Even though a major corporation owns this property, it acts as its own entity without a set of corporate guidelines; however, standard operating procedures have been established in some areas of the property, but little has been done in this effort. Having no standard operating procedures can create a major problem because there is no accountability. While Dave, the general manager of the bar and grill, has left for the weekend to attend a work conference the Sunbird Casino experiences multiple service failures and must implement service recovery to save the situation
Notes Originally Published InManis, K. T., Fowler, D., and Blum, S. (2018). Service recovery to L.A.S.T.: The case of disgruntled customers. Journal of Hospitality and Tourism Cases, 6(3), 24-30
Bibliography Includes bibliographical references and index
Notes Description based on XML content
Subject Casinos -- Customer services -- Case studies
Restaurants -- Customer services -- Case studies
Casinos -- Customer services.
Restaurants -- Customer services.
Genre/Form Case studies.
Form Electronic book
Author Blum. Shane C., author.
Fowler, Deborah C., author.
ISBN 1529717086