• Tianchi Hot Spring Hotel — Counter Service Process

Authors: Ming-Shiun Chen & Ta-Chih Chin

Pages: 185-202


Publish date: 2017/04/01

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The Tianchi Hot Spring Hotel is located in the well-known Jiaoxi Hot Springs area in northern Taiwan. Shu-han is the second receptionist and a fresh university graduate. In the course of providing customer services, she suffered from the pressure of customer complaints due to compliance with the counter service process. After a period of frustration and reflection, Shu-han adjusted her mentality and started again. She actively communicated with the manager regarding the problems encountered at work. In order to meet the changing needs of regular customers, she made use of the knowledge and skills regarding the service process design, as obtained at school, and achieved the goal of making improvements, as set by the manager, by adjusting the counter service process. This case study is a field case, and is designed to instruct students in developing counter service processes before and after improvements are made. Service process design is conducted based on the customer segmentation theory, service delivery system, and related analysis tools, which allows students to learn and understand the important concepts of relevant theories, as well as practical management implications, through topical discussions relevant to the case study and from actual cases.

Keywords: Customer Segmentation Theory, Service Delivery System, Critical Incident Technique (CIT), Pareto Chart, Cause and Effect Diagram.


Ming-Shiun Chen & Ta-Chih Chin (2017), "Tianchi Hot Spring Hotel — Counter Service Process," Management Review, 36(2), 185-202. https://doi.org/10.6656/MR.2017.36.2.ENG.185