This video is made by Dr. Pearl Lin and Dr. Clare Fung's project, "Great Case of Marketing in the Hospitality and Tourism Industry." A special thanks to Zhang Jun, who provided information and insights for this video. This case discusses the importance of managing customer expectations and experiences in the hotel industry, particularly during the COVID-19 pandemic. It highlights business travelers' increased demand for disinfection and epidemic prevention measures and how a hotel's ability to exceed these expectations can lead to customer loyalty and repeat stays. The case provides a personal account of a customer's experience with a hotel that promptly and efficiently provided additional disinfectant wipes, exceeding the customer's expectations. The case also underscores the need for continuous innovation, the importance of empowering frontline staff to meet customer needs, and the significance of improving the overall customer consumption habits and the hotel's soft environment. 本視頻由林博士和馮博士的專案「酒店和旅遊業行銷的傑出案例」製作。特別感謝張軍為本視頻提供信息和見解。本案例討論了管理酒店業客戶期望和體驗的重要性，尤其是在COVID-19大流行期間。它強調了商務旅客對消毒和防疫措施的需求增加，以及酒店超越這些期望的能力如何導致客戶忠誠度和重複住宿。該案例提供了客戶在酒店體驗的個人帳戶，該酒店及時有效地提供了額外的消毒濕巾，超出了客戶的期望。該案例也凸顯了持續創新的必要性，授權一線員工滿足客戶需求的重要性，以及改善客戶整體消費習慣和酒店軟環境的重要性。
