Read the Mandalay Bay case study “The Mandalay Bay Conundrum” on pages 397-399 in your text.
Write a two-page paper, typed and double-spaced in which you respond to each of the following questions. Include a 200-word summary highlighting the importance of this type of competitor analysis.
- Should Mandalay Bay Resort and Casino and other Vegas hotel destinations be concerned with service marketing concepts such as customer loyalty and retention? Please explain your answer.
- As a guest of Mandalay Bay who experienced this situation, what do you think would be a reasonable expectation for the hotel’s service recovery efforts?
- Evaluate Mandalay Bay’s service recovery efforts from the perspectives of distributive justice, procedural justice, and interactional justice.
- What recommendations would you provide the management of Mandalay Bay to handle future situations such as the one described in the case?
Include a minimum of 3 sources