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THIS ASSIGNMENT HAS 2 SECTIONS, EACH SECTION MUST HAVE ITS OWN SEPARATE WORD DOCUMENT AND REFERENCES. ALL ASSIGNMENTS MUST INCLUDE IN-TEXT CITATIONS. Please make sure this is followed, I have had...

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THIS ASSIGNMENT HAS 2 SECTIONS, EACH SECTION MUST HAVE ITS OWN SEPARATE WORD DOCUMENT AND REFERENCES. ALL ASSIGNMENTS MUST INCLUDE IN-TEXT CITATIONS. Please make sure this is followed, I have had several assignments I have had to request be fixed because this direction wasnt followed.
SECTION ONE

Discuss the fight for control among marketing, operations, and human resources personnel and how it affects a service firm's culture.

The initial discussion post is to be no less than 500 words, must reference material from the textbook and the relevant case material.

SECTION TWO

Respond to the questions about Case 14, The Mandalay Bay Conundrum.

The case starts on page 397 in Services Marketing textbook.

Answer all question in a 4-page paper plus a title page and a reference page. Total of 6 pages. Incorporate 3 to 4 APA style in-text citations and business references from different sources. Use 12-point Times New Roman font, double spaced.

Questions:

  1. Should Mandalay Bay Resort and Casino and other Vegas hotel destinations be concerned with service marketing concepts such as customer loyalty and retention? Please explain your answer.
  2. As a guest of Mandalay Bay who experienced this situation, what do you think would be a reasonable expectation for the hotel's service recovery efforts?
  3. Evaluate Mandalay Bay's service recovery efforts from the perspectives of distributive justice, procedural justice, and interactional justice.
  4. What recommendations would you provide the management of Mandalay Bay to handle future situations such as the one described in this case?
Answered Same Day Jun 22, 2021

Solution

Dilpreet answered on Jun 23 2021
129 Votes
Running Head: Marketing Management        1
Marketing Management         
MARKETING MANAGEMENT: SECTION 1
Table of Contents
Fight for Control    3
References    5
Fight for Control
    With evolving business culture and practices, it is essential that an integrated approach to marketing, operations and human resource management is being adopted to achieve customer loyalty and to maintain better relations with the customers to enhance the profitability of the business. However, there is a fight for control among these three departments particularly when it comes to service business. Most of the researchers are of the opinion that marketing personnel alone cannot achieve the objectives of a company and therefore, they need the support of managers responsible for the execution of other important organizational functions.
    Though the customers cannot be satisfied without the integrated efforts of the marketing, operations and HR team, these three teams consider their works independent and more superior to each other. This forces them to indulge into a fight for control. They prefer to work in departmental silos to highlight the...
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