Outstanding Customer service is the hallmark of cruising. A fifteen-day vacation on a cruise ship is supposed to be a wonderful thing. Norwegian Cruise Lines, however, appears to have forgotten this. No sooner did they leave the port in Miami; passengers began noticing that things weren't quite right. Instead of a tranquil trip, passengers were treated with the sounds of... maintenance. The sounds of hammers and grinders were omnipresent. Dust filled the air as decks were sanded down – so much that several passengers had to visit the infirmary with respiratory problems. It was so bad that close to 500 angry passengers organized a meeting. They confronted the captain, whose response was to walk out. Norwegian's response after the incident was not much better. One has to wonder how many of the passengers will ever cruise on Norwegian again. Questions: Describe the "moment of truth" concept seen in the case and explain how managers should handle moments of truth.
Outstanding Customer service is the hallmark of cruising. A fifteen-day vacation on a cruise ship is supposed to be a wonderful thing. Norwegian Cruise Lines, however, appears to have forgotten this. No sooner did they leave the port in Miami; passengers began noticing that things weren't quite right. Instead of a tranquil trip, passengers were treated with the sounds of... maintenance. The sounds of hammers and grinders were omnipresent. Dust filled the air as decks were sanded down – so much that several passengers had to visit the infirmary with respiratory problems. It was so bad that close to 500 angry passengers organized a meeting. They confronted the captain, whose response was to walk out. Norwegian's response after the incident was not much better. One has to wonder how many of the passengers will ever cruise on Norwegian again. Questions: Describe the "moment of truth" concept seen in the case and explain how managers should handle moments of truth.
Management, Loose-Leaf Version
13th Edition
ISBN:9781305969308
Author:Richard L. Daft
Publisher:Richard L. Daft
Chapter10: Designing Organization Structure
Section: Chapter Questions
Problem 3ED
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![Outstanding Customer service is the hallmark of cruising. A
fifteen-day vacation on a cruise ship
is supposed to be a wonderful thing. Norwegian Cruise
Lines, however, appears to have forgotten
this. No sooner did they leave the port in Miami;
passengers began noticing that things weren't
quite right. Instead of a tranquil trip, passengers were
treated with the sounds of... maintenance.
The sounds of hammers and grinders were omnipresent.
Dust filled the air as decks were sanded
down – so much that several passengers had to visit the
infirmary with respiratory problems.
It was so bad that close to 500 angry passengers organized
a meeting. They confronted the captain,
whose response was to walk out. Norwegian's response
after the incident was not much better.
One has to wonder how many of the passengers will ever
cruise on Norwegian again.
Questions:
Describe the “moment of truth" concept seen in the case
and explain how managers should
handle moments of truth.](/v2/_next/image?url=https%3A%2F%2Fcontent.bartleby.com%2Fqna-images%2Fquestion%2F22359657-f763-450d-868b-a14b76ad6175%2F1cd3142b-a1c6-4169-a043-0689d553efa0%2Fvc7nn5q_processed.jpeg&w=3840&q=75)
Transcribed Image Text:Outstanding Customer service is the hallmark of cruising. A
fifteen-day vacation on a cruise ship
is supposed to be a wonderful thing. Norwegian Cruise
Lines, however, appears to have forgotten
this. No sooner did they leave the port in Miami;
passengers began noticing that things weren't
quite right. Instead of a tranquil trip, passengers were
treated with the sounds of... maintenance.
The sounds of hammers and grinders were omnipresent.
Dust filled the air as decks were sanded
down – so much that several passengers had to visit the
infirmary with respiratory problems.
It was so bad that close to 500 angry passengers organized
a meeting. They confronted the captain,
whose response was to walk out. Norwegian's response
after the incident was not much better.
One has to wonder how many of the passengers will ever
cruise on Norwegian again.
Questions:
Describe the “moment of truth" concept seen in the case
and explain how managers should
handle moments of truth.
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