Samsung Ever-Land: Managing Services Quality

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Samsung Ever-land: Managing Services Quality

Central problem (CP)
Critical factor (CF)
Alternative courses of action
Prospective and Contrasts
Chouse the Best One
Contingency

Harvard method

Case Study Methodology

|Samsung Everland: Managing Service Quality (A) |Top of Form | |John S. Haywood-Farmer, Charles Dhanaraj |Bottom of Form |

|Revision Date: | |Product number: | |English PDF | |Jan 06, 2000 | | | | | |Publication Date: | |97D016-PDF-ENG | | | |Mar 03, 1998 | |Length: | | | |Discipline: | |24p | | | |Service Management | | | | | |Source: | | | | | |Richard Ivey School of Business Foundation | | | | |

Description

In late 1994, Mr. Her, president of Joong-Ang Development Co., was concerned with the level of service quality at Yongin Farmland, the company's theme park located just south of Seoul, South Korea. Despite the service-quality program he initiated when he assumed his present position 14 months ago, the park's service quality seemed to be less than that of its competitors. He wondered if he had made the right moves, how Farmland could achieve international service quality standards, whether it would be...
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