Discussing the importance of customer retention and loyalty in Las Vegas hotels, and include the following:
How would you recommend that Las Vegas hotels grow customer loyalty and retention? Do they need to consider the concept of service marketing at all?
Discuss the treatment of guests in the customer service experience described in the case study.Evaluate treatment and recovery efforts from the perspective of distributive, procedural, and interactional justice.
How would you recommend that hotels change their customer retention and loyalty programs moving forward? Why?
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