When Will We Choose A Hotel Based On Superior Service?

In Ep. #1082 I suggested that people will choose Superior Product over Superior Service.

My old mate Julia countered with an example of guests choosing the hotel with Superior Service to one with a Superior Product but without the great service.

And certainly that can be the case.

But only if the elements of the product that are better, are not fundamental to the purchasing decision.

For example, if Hotel A has a better lobby area and pool area, I might opt for Hotel B – which has the better service.

But if Hotel A has a better bathroom and better quality mattress, I’m unlikely to choose Hotel B, regardless of how good the service is.

Why?

Because the bathroom and the bed are fundamental to my purchasing decision when it comes to selecting a hotel.

What do you think?

#hotels #servicequality #fundamentals