[SOLVED] The Millionaire Hotels case study (Ford & Sturman)

Case Study: Millionaire Hotels
Instructions
Step 1: Read the Millionaire Hotels case study (Ford & Sturman, pp. 483-484) and answer the following questions:
What do you suppose is wrong with Clark?
Who is at fault, if anyone?
What should be done now?
Step 2: Be sure to reply to a least one of your classmate’s posts by clicking “Reply” on their posts
(If you do not reply to two classmate’s posts, you will not receive full credit)
This post must be at least 75 words minimum.
Discussion – Customer Experience Vs. Customer Service Vs. Customer Care
No unread replies.No replies.
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Introduction
The terms “guest service” and “guest experience” are often confused or used interchangeably. They’re not the same thing, but they are related. The difference between guest service and guest experience is that while guest service is one piece of the puzzle — focused on human interaction and directly supporting guests — guest experience is the sum of the company’s entire guest journey.
Guest service and guest experience are two terms that get thrown around a lot in the hospitality industry, but do you know exactly what they mean? The phrases are often used interchangeably, but in reality, they are different things. Guest service is one part of a holistic customer experience. Guest experience refers to the complete journey a customer takes with your brand, from initial awareness to post-purchase care. Guest service refers to a single event when a guest reaches out for help and support during this journey. In this discussion, students will explore the differences between guest service and guest experience. The learning outcome “states the importance of innovation and managing change” is illustrated throughout the discussion assignment.
Apply Your Knowledge
Read the following article and answer the following question in detail.
Customer Experience Vs. Customer Service Vs. Customer Care (https://www.forbes.com/sites/blakemorgan/2018/03/05/customer-experience-vs-customer-service-vs-customer-care/?sh=2e9ba8414)
Provide an example of Guest Experience and Guest Service you have personally experience as a guest (customer).
Reply to at least two other classmate’s posts, a minimum of 75 words (if you do not reply to 2 classmate’s posts, you will not receive full credit). Your initial discussion post is due on Tuesday of each week so that other students have time to participate in the discussion. Be sure to follow the discussion post rubric for grading guide.