Terror at the Taj Bombay

Service Operations Management

Multimedia Case Analysis: Terror at the Taj Bombay

Written report

Instruction: Please take your time to watch the case thoroughly prior to answering the questions. Your written report with answers must be TYPEWRITTEN and range TWO to THREE PAGES with a double space. This is an individual work. If I find the same report, both of you will receive ZERO CREDIT.

Assignment Questions (25 points)

1. How do you explain the reactions of Taj Bombay hotel employees to guests during the 26/11crisis? – 4 points
2. Could this employee response have occurred at another hotel in Mumbai (you may want to review Exhibit 1- 26/11 fact sheet); in another hospitality industry setting; or in an organization you have worked in? – 4 points
3. How much of this behavior is explained by national culture and how much is explained by the hospitality industry culture?; or are Taj Bombay hotel employees unique? – 6 points
4. Is this level of Taj customer service replicable in other organizations? – 4 points
5. What specific actions do you take in both the short-term and long-term in rebuilding the Taj brand name? – 7 points

Participation (5 points)

In addition to the written report, you will be asked to participate in case discussion. You will receive ZERO CREDIT if you do not participate in the discussion.

Hospitality Business Management

Case written report: Please watch movie (Harvard multimedia case) and answer 5 questions. Write each question and then provide your thought (answer) to each question.

https://hbswk.hbs.edu/item/terror-at-the-taj