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The document analyzes how Imperial Orchid Hotels in Thailand handles customer complaints within the hospitality sector. It includes sections on key issues, external and internal environments, and potential alternatives for improvement. The report aims to provide insights into effective service marketing strategies for managing customer feedback.

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rayankiller94
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8 views

$R66YOVA

The document analyzes how Imperial Orchid Hotels in Thailand handles customer complaints within the hospitality sector. It includes sections on key issues, external and internal environments, and potential alternatives for improvement. The report aims to provide insights into effective service marketing strategies for managing customer feedback.

Uploaded by

rayankiller94
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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TOPIC: Managing Customer Complaints: The Case of Imperial Orchid Hotels in Thailand

SUBJECT: SERVICE MARKETING

SUBMITTED TO:

DR. SWAROOP MOHANTY,

AMITY COLLEGE OF COMMERCE AND FINANCE

SUBMITTED BY:

ADITI JHA [A90904622071]

RISHABH TRIPATHI [A90904622045]

ANKUSH CHAKRABARTI [A90904622020]

PRITAMBAR MUHURI [A90904622021]

SNIGDHA R. MISHRA [A90904622070]


ANKAN BHATTACHARYA [A90904622011]

SARBOJEET BHOWMIK [A90904622004]

DEBRAJ SAHA [A90904622026]

SAYAN MANDAL [A90904622055]

RISHI GHOSH [A90904622067]

SAYAN GHOSH [A90904622061]

ROHIT ROY [A90904622015]

OM PODDAR [A90904622084]

KUSHAL M. AGARWAL [A90904622018]

TABLE OF CONTENT

1. ABSTRACT 3

2. EXECUTIVE SUMMARY 4
3. OVERVIEW 6

4. KEY ISSUES 10

5. EXTERNAL ENVIRONMENT 12

6. INTERNAL ENVIRONMENT 13

7. ALTERNATIVES 14

8. CONCLUSION 19

9. REFERENCES 20

ABSTRACT

This report examines the case of Imperial Orchid Hotels in Thailand, focusing on their approach to managing

customer complaints in the hospitality industry...

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