Jules Sowder is vice president of marketing for Hampton Inn and Hampton Inn & Suites hotels, which are part of Promus Hotel Corporation based in Memphis, Tennessee. One of the world's premier lodging companies, Promus Hotel Corporation includes the Embassy Suites and Homewood Suites hotel chains
The 100% satisfaction guarantee: Ensuring quality at Hampton Inn
Version of Record online: 14 NOV 2006
Copyright © 1996 John Wiley & Sons, Ltd.
National Productivity Review
Volume 15, Issue 2, pages 53–66, Spring 1996
How to Cite
Sowder, J. (1996), The 100% satisfaction guarantee: Ensuring quality at Hampton Inn. Natl. Prod. Rev., 15: 53–66. doi: 10.1002/npr.4040150207
- Issue online: 14 NOV 2006
- Version of Record online: 14 NOV 2006
- Cited By
For many companies, improving quality standards and keeping customers satisfied are key concerns in maintaining a competitive position in the marketplace. But these intangible goals often can be difficult to achieve in practice. For the Hampton Inn hotel chain, the solution has come in the form of an innovative customer satisfaction guarantee, which not only helps the company ensure quality and satisfaction on an ongoing basis, but also makes definite contributions to the bottom line.