Sample Marketing Paper on Service Failure

Service Failure

According to the diagram, there is a likelihood of service breakdown taking place in the handling of the luggage of the guests. This is because the handling of luggage in the hotel is taking place beyond the line of visibility of the guest (Kotler & Keller, 2016). There is no determining of how the luggage of the guests will be handled, most of them depending on trust alone to have their luggage delivered to the right room. There is also the likelihood of the luggage containing items precious to the owners. There is no way of knowing if the workers in the background will tamper with the bags of the guests (Petzer & Steyn, 2006). This is an aspect of the hospitality service that assumes the workers will be trustworthy and pay attention to details, that they may deliver the luggage to the assigned room.

A potential service gap in the provision of service overnight hotel stay is a mismatch in the expectation of the customers and the those of the management (Kasimati, 2013). The guest might have the expectation of having their requirements attended to on time, and not expect the staff at the establishment to have divided attention when serving them. When attention is diverted to other customers, for example, the guests might feel offended. This can put a strain on the staff or force the establishment to employ more workers, raising its operating costs (Kasimati, 2013). This can also lead to the customers getting annoyed and leaving negative reviews for the establishment, which can lead to a significant reduction in sales and occupancy. There is a need to invest in workers that have excellent people skills to assist in handling the requests and needs of the customers in a satisfactory manner.




Kasimati, D. (2013). Service Gaps in Hospitality Industry.. Retrieved 25 July 2017, from

Kotler, P. & Keller K. (2016). Marketing management (15th edition). Upper Saddle River, NJ: Pearson. p. 405

Petzer, D., & Steyn, T. (2006). Customer retention: A theoretical perspective of service failure and service recovery in the hotel industry. Acta Commercii, 6(1).