Outstanding Customer service is the hallmark of cruising. A fifteen-day vacation on a cruise ship is supposed to be a wonderful thing. Norwegian Cruise Lines, however, appears to have forgotten this. No sooner did they leave the port in Miami; passengers began noticing that things weren't quite right. Instead of a tranquil trip, passengers were treated with the sounds of. maintenance. The sounds of hammers and grinders were omnipresent. Dust filled the air as decks were sanded down – so much that several passengers had to visit the infirmary with respiratory problems. It was so bad that close to 500 angry passengers organized a meeting. They confronted the captain, whose response was to walk out. Norwegian's response after the incident was not much better. One has to wonder how many of the passengers will ever cruise on Norwegian again. Questions: 1. Identify the customer service issue outlined in the case and explain the importance of customer service. 2. Name the three kinds of customer turnoffs described in the case. Who, in an organization, is primarily responsible for each? 3. When the quality of products or services sold is poor relative to its cost, customers are likely to experience what kind of turnoff? (Give examples from the case above).
Outstanding Customer service is the hallmark of cruising. A fifteen-day vacation on a cruise ship is supposed to be a wonderful thing. Norwegian Cruise Lines, however, appears to have forgotten this. No sooner did they leave the port in Miami; passengers began noticing that things weren't quite right. Instead of a tranquil trip, passengers were treated with the sounds of. maintenance. The sounds of hammers and grinders were omnipresent. Dust filled the air as decks were sanded down – so much that several passengers had to visit the infirmary with respiratory problems. It was so bad that close to 500 angry passengers organized a meeting. They confronted the captain, whose response was to walk out. Norwegian's response after the incident was not much better. One has to wonder how many of the passengers will ever cruise on Norwegian again. Questions: 1. Identify the customer service issue outlined in the case and explain the importance of customer service. 2. Name the three kinds of customer turnoffs described in the case. Who, in an organization, is primarily responsible for each? 3. When the quality of products or services sold is poor relative to its cost, customers are likely to experience what kind of turnoff? (Give examples from the case above).
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
Related questions
Question
Transcribed Image Text:Outstanding Customer service is the hallmark of cruising. A fifteen-day vacation on a cruise ship
is supposed to be a wonderful thing. Norwegian Cruise Lines, however, appears to have
forgotten
this. No sooner did they leave the port in Miami; passengers began noticing that things weren't
quite right. Instead of a tranquil trip, passengers were treated with the sounds of.
maintenance.
The sounds of hammers and grinders were omnipresent. Dust filled the air as decks were
sanded
down – so much that several passengers had to visit the infirmary with respiratory problems.
It was so bad that close to 500 angry passengers organized a meeting. They confronted the
captain,
whose response was to walk out. Norwegian's response after the incident was not much better.
One has to wonder how many of the passengers will ever cruise on Norwegian again.
Questions:
1. Identify the customer service issue outlined in the case and explain the importance of
customer service.
2. Name the three kinds of customer turnoffs described in the case. Who, in an organization,
is primarily responsible for each?
3. When the quality of products or services sold is poor relative to its cost, customers are
likely to experience what kind of turnoff? (Give examples from the case above).
4. Describe the challenges faced by the managers at Norwegian Cruise Lines in providing
high-quality service to all guests and discuss strategies that lead to customer loyalty.
5. Describe the "moment of truth" concept seen in the case and explain how managers should
handle moments of truth.
Expert Solution
This question has been solved!
Explore an expertly crafted, step-by-step solution for a thorough understanding of key concepts.
This is a popular solution!
Trending now
This is a popular solution!
Step by step
Solved in 4 steps
Recommended textbooks for you
Principles Of Marketing
Marketing
ISBN:
9780134492513
Author:
Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:
Pearson Higher Education,
Marketing
Marketing
ISBN:
9781259924040
Author:
Roger A. Kerin, Steven W. Hartley
Publisher:
McGraw-Hill Education
Foundations of Business (MindTap Course List)
Marketing
ISBN:
9781337386920
Author:
William M. Pride, Robert J. Hughes, Jack R. Kapoor
Publisher:
Cengage Learning
Principles Of Marketing
Marketing
ISBN:
9780134492513
Author:
Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:
Pearson Higher Education,
Marketing
Marketing
ISBN:
9781259924040
Author:
Roger A. Kerin, Steven W. Hartley
Publisher:
McGraw-Hill Education
Foundations of Business (MindTap Course List)
Marketing
ISBN:
9781337386920
Author:
William M. Pride, Robert J. Hughes, Jack R. Kapoor
Publisher:
Cengage Learning
Marketing: An Introduction (13th Edition)
Marketing
ISBN:
9780134149530
Author:
Gary Armstrong, Philip Kotler
Publisher:
PEARSON
Contemporary Marketing
Marketing
ISBN:
9780357033777
Author:
Louis E. Boone, David L. Kurtz
Publisher:
Cengage Learning