The historic Hawthorne hotel: improving customer service. Issue 1 (4th January 2016)

• Record Type: Journal Article
• Authors: Landau, Jacqueline C.; Little, Lillian; Jeon, Myunghee Mindy
• Is Part Of: Case journal. Volume 12:Issue 1(2016)
• Page Start: 49
• Page End: 70
• Publication Date: 2016-01-04
• Subjects: Hospitality industry -- Human resource management -- Customer service; Business -- Case studies -- Periodicals; Business -- Case studies -- Periodicals; Management -- Case studies -- Periodicals; Management -- Case studies -- Periodicals; Management -- Study and teaching -- Periodicals; Business; Management; Management -- Study and teaching; Case studies; 658.00722
• DOI: 10.1108/TCJ-08-2014-0057
• Languages: English
• ISSNs: 1544-9106

Abstract

Abstract : Synopsis: This case focusses on management and customer service issues at a historic hotel, the Hawthorne, in Salem, Massachusetts. By 1999, when Juli Lederhaus was hired as the new general manager, the Hawthorne had a reputation of being well past its prime and customers were dissatisfied with the quality of service and outdated physical facilities. This case describes the actions she took, up to 2012, to improve service. The case ends with Lederhaus contemplating whether more changes are needed given that she had just heard a rumor that a company was considering building a new hotel just a few blocks away. The case gives students the opportunity to analyze the strengths and weaknesses of the Hotel in relation to customer service, and propose recommendations for future improvements. Research methodology: A qualitative, interview based, methodology was used. The researchers held numerous, face-to-face interviews with the owner and employees of various ranks. Information was also gathered from archival data and traveler review sites such as TripAdvisor.com and Yelp.com. Relevant courses and levels: The case is targeted to undergraduate business and hospitality students at a sophomore or junior level. Classes in which this case could be used include: Organizational Behavior, Human Resource Management, and Hospitality Management.