Hampton Inn's 100 Percent Satisfaction Guarantee Is a Good Example

question 11

True/False

Hampton Inn's 100 percent satisfaction guarantee is a good example of a service guarantee that goes wrong and hurts a firm's financial performance.

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Definitions:

Vested Interest

A personal stake or involvement in an undertaking or situation, especially one with an expectation of financial or other gain.

Direct Personal Experience

Firsthand encounters or involvement in situations, events, or activities, without intermediaries.

Attitudinal Object

Any subject or entity toward which an individual holds a specific attitude.

Self-awareness

The awareness a person has about their own personality, emotions, intentions, and wishes.