Complaint Handling at the Schindlerhof Hotel with praise and assessment cards

Voss, Rödiger; Gruber, Thorsten
September 2005
Management Services;Autumn2005, Vol. 49 Issue 3, p16
Academic Journal
This article discusses the strategies used by Schindlerhof Hotel (SH) in handling customer complaints. SH has realized that the costs of acquiring new customers are higher than the cost of keeping existing customers, and has internalized the lifetime retention value of customers. The company tries to gain information from complaints to identify its structural and process weaknesses as well as discover new market chances. In 2003, SH won the European Quality Award for Outstanding Customer Focus and the Ludwig-Erhard-Prize for a second time. It was selected as Best Hotel for Seminars by two German business journals and it also received the Marketing Award from the Hotel Sales and Marketing Association. INSET: The award-winning Schindlerhof.


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