You are to consider how the Four Seasons Hotel chain will achieve that balance in response to the current environment. Some of the key questions and theories you should consider are:
1. In what ways will customers now change their assessment of the five Dimensions of Service Quality (i.e. Reliability, Responsiveness, Assurance, Empathy, Tangibles)?
2. Which hard and soft measures will the Four Seasons Hotel chain use to measure its service quality?
3. Which tools (e.g. Fishbone, Pareto) are suitable to analyse the service problem of new and/or redesigned processes?
4. How will Four Seasons improve service reliability without becoming uneconomical?
NB: Please address any other salient issues and apply appropriate theories/concepts that you feel are not covered by the above four points.
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