Criticisms can occur in a hotel all the time when customer expectations do not meet their perceptions. "When a hotel guest is dissatisfied, managing the heart of the problem is not always an easy task. There are many ways to collect information from customers regarding their dissatisfaction. Guest satisfaction survey data can be collected often, however, complaints are not fully used if they sit in a complaint-handling center, and not used as a feedback products to help the business improve itself. Some hotels do not pay enough attention to their customers; therefore, customer complaints are still occurring. Do hotels use customer complaints as a database to improve the hotel? This study investigated how The Marriott Thruway Hotel utilized feedback from customers to understand the customer's expectations and to improve their hotel. The information was collected from interviews and the control charts from 1996-1997. The Service Profit Chain Model, a service recovery program created can be applied to The Marriott Thruway Hotel. This study will help The Marriott Thruway Hotel succeed and grow in the business of customer service.

Library of Congress Subject Headings

Hospitality industry--Customer services--New York (State)--Rochester; Hotel management--New York (State)--Rochester; Consumer satisfaction; Hotels--Public relations; Marriott Thruway Hotel

Publication Date


Document Type


Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)


Stockham, Edward

Advisor/Committee Member

Stockham, Edward


Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: TX911.3.C8 B87 1999


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