This morning before checking out of our hotel, I noticed a letter on the desk in the room. The letter, written by the local hotel’s General Manager, mentioned that we might be receiving a satisfaction survey from corporate Best Western by email within a few weeks. The letter encouraged us to be sure and be “extremely satisfied” with our stay. In fact, if we weren’t extremely satisfied, the letter entreated us to contact the general manager directly by email or […]

Categories: Consumption, Corporate Culture, Discipline, Surveillance • Tags: Best Western, customer satisfaction, hotels, service industry, surveys