Problem
A. Carnival Cruise Line is known for its signature cruise offerings. Research Carnival Cruise Lines and identify their stock ticker name and price. How has the stock performed over the past 48 months? How does the brand use people, process and physical evidence to reinforce its image?
B. What are service expectations, perceptions and performance? Describe gap analysis in context of both a positive and negative service interaction you have personally experienced and/or witnessed in the last six months.
C. There is an old adage: Under promise and over deliver. Fully explain what you feel this saying means in relation to the continuum of Minimum Tolerable Expectations to Ideal Expectations or Desires.
D. Apply the Five Dimensions of Service Quality to three of the following entities (choose three): a. Raising Cane's b. University of California, Berkley c. KIA Corporation d. Hudson Bay Company e. City of Toronto, Ontario
E. What are failure points? How best to identify and manage them? In what ways can we leverage research gained from analyzing failure points to cultivate strong customer relationships? In answering this question, make sure to distinguish between loyalty and behaviour. In addition, have you ever heard the saying, "Vote with your feet"? What does this mean in practice and what are the potential risk factors inherent in such a response from customers? How might an organization within the hospitality or retail sales industry respond? Using any brand(s) to emphasize your point.