Mandalay Bay Resort and Casino and other Vegas hotel destinations be concerned with service marketing concepts such as customer loyalty and retention?…

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Should Mandalay Bay Resort and Casino and other Vegas hotel destinations be 

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concerned with service marketing concepts such as customer loyalty and retention? Please 

explain your answer. 

2. As a guest of Mandalay Bay that experienced this situation, what would be a 

reasonable expectation for the hotel’s service recovery efforts? 

3. Evaluate Mandalay Bay’s service recovery efforts from the perspectives of distributive 

justice, procedural justice, and interactional justice. 

4. What recommendations would you provide the management of Mandalay Bay to 

handle future situations such as the one described in this case?

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