Hospitality Service – case study

Please read the following case study and answer the eight discussion questions at the end: pdf.

You are expected to thoroughly answer these questions and use outside resources to support your reasoning. A simple sentence will not suffice as a response. I want to know more from the responses than your opinion or what is already stated in the case study content. I am expecting you to utilize multiple outside resources to support your responses. Each question will be worth 3.75 points. The remaining 15 points will account for you utilizing outside resources and properly formatting your document according to APA guidelines.

Bed Bug Case Study

Criteria

Ratings

Pts

This criterion is linked to a Learning OutcomeUsage of Resources

10.0 pts

Full Marks

Student used adequate outside resources to support their reasoning.

5.0 pts

Partial Credit

Student attempted to use outside resources but didn’t use them in all situations necessary.

0.0 pts

No Marks

No outside resources were used.

10.0 pts

This criterion is linked to a Learning OutcomeAPA Formatting

5.0 pts

Full Marks

Student used proper APA formatting throughout the document.

3.0 pts

Partial Credit

Student attempted to use APA formatting but had errors in one or more areas.

0.0 pts

No Marks

APA formatting was not used.

5.0 pts

This criterion is linked to a Learning OutcomeWhat service failures occurred?

3.75 pts

Full Marks

Student accounted for all of the service failures.

2.0 pts

Partial Credit

Student missed one or two service failures that occurred.

0.0 pts

No Marks

This question was not answered.

3.75 pts

This criterion is linked to a Learning OutcomeWhat needs to occur for successful recoveries to happen?

3.75 pts

Full Marks

Student provided a thorough response.

2.0 pts

Partial Credit

Student could have elaborated on the potential service recoveries.

0.0 pts

No Marks

This question was not answered.

3.75 pts

This criterion is linked to a Learning OutcomeWhat did the staff do correctly?

3.75 pts

Full Marks

Student provided a thorough response.

2.0 pts

Partial Credit

Student could have elaborated on the things the staff did well.

0.0 pts

No Marks

This question was not answered.

3.75 pts

This criterion is linked to a Learning OutcomeWhat did the staff do poorly?

3.75 pts

Full Marks

Student provided a thorough response.

2.0 pts

Partial Credit

Student could have elaborated on the things the staff did poorly.

0.0 pts

No Marks

This question was not answered.

3.75 pts

This criterion is linked to a Learning OutcomeWhat could have Hannah have done to help Charlie?

3.75 pts

Full Marks

Student provided a thorough response.

2.0 pts

Partial Credit

Student could have elaborated on the things Hannah could have done.

0.0 pts

No Marks

This question was not answered.

3.75 pts

This criterion is linked to a Learning OutcomeDid Craig make the right choice in how to handle Charlie?

3.75 pts

Full Marks

Student provided a thorough response.

2.0 pts

Partial Credit

Student could have elaborated on the things Craig did and/or could have done.

0.0 pts

No Marks

This question was not answered.

3.75 pts

This criterion is linked to a Learning OutcomeHow to be more prepared in the future?

3.75 pts

Full Marks

Student provided a thorough response.

2.0 pts

Partial Credit

Student could have elaborated more on how to prepare for future incidents.

0.0 pts

No Marks

This question was not answered.

3.75 pts

This criterion is linked to a Learning OutcomeCharlie’s actions after leaving: how might this impact the hotel?

3.75 pts

Full Marks

Student provided a thorough response.

2.0 pts

Partial Credit

Student could have elaborated more on what could potentially happen after Charlie left the hotel.

0.0 pts

No Marks

This question was not answered.

3.75 pts

Total Points: 45.0

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