Also important for the hotels classify the customers

Slide 4

‘Our goal at Hyatt is to achieve 100% customer satisfaction, if you feel you are not satisfied, let us know, we will it make it better for you or you won’t be paying’

• Purchase decision: in this stage consumers are aware of all the factors, and through evaluating all the factors they have come to a conclusion. That is why it is important for Hyatt to make sure that this service guarantee is properly communicated to the targeted audience.

• post purchase behavior: in this consumer evaluate, this service after experiencing it and classifies whether it was worthy or not. Is important for Hyatt, to establish a service guarantee which aims at recovering the unsatisfied consumer.

The first step would be to identify the areas where the chances of service failure is high, in such a case the hotel can recover by setting a performance standard so that the unclear expectation of the consumers are also met. besides this it is also very important for the hotel to communicate the importance of service recovery to their employees. Lastly training of employees also will help in reducing this service failure.

The second most important step is that it is important for Hyatt to resolve the customer problem This can be done through fairness, as customer expects fairness in case of service failure. that is why it is important to compensate appropriately. at the same time, it is also important that the interaction between the customer and the employee is fair through which the customers can understand that hotels are concerned and are genuinely sorry. That is why in the interaction there should be politeness, honesty and proper justification for the service failure.