The Bonita Bay Marina, founded 20 years ago by the Bonita Bay Group, a reputation of quality services. After the marina managers, customers were aware of the observance of a well-defined customer service philosophy as E5 Customer Service Philosophy high appreciation for their services through the organization. The manager must decide whether the benefits of pursuing a Clean Marina certification program would strengthen the level of service quality and ultimately the reputation … Read more »

The Bonita Bay Marina, founded 20 years ago by the Bonita Bay Group, a reputation of quality services. After the marina managers, customers were aware of the observance of a well-defined customer service philosophy as E5 Customer Service Philosophy high appreciation for their services through the organization. The manager must decide whether the benefits of pursuing a Clean Marina certification program would strengthen the level of service quality and ultimately the reputation of the Bonita Bay Group in the market. Further evaluation of the current customer service program is needed to determine whether the clean marina certification would the existing E5 Customer complement philosophy and to create synergies that customers would improve perceptions of their services, as well as the profit margins contribute for years to come .
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from
Geoffrey Bürgerhoff,
John Fitch,
William J. Ritchie
Source: Ivey Publishing
11 pages.
Publication Date: Nov 23, 2004. Prod #: 905M06-PDF-ENG
Bonita Bay Marina HBR case solution

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