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Cases by Josephine Tan

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Quantum Park Hotels: Can Pipes Break Your Reputation?

by Philip Zerrillo, Josephine Tan, Goutam Challagalla
Discipline:
Customer Satisfaction
The case of Quantum Park Hotels, a global hotel chain, is designed to uncover the challenges in designing a customer service recovery programme. The case is set in the Singapore branch of the hotel chain. General Manager David Ng is faced with several irate customers who have refused to pay their...
S$6.00

Gong Cha’s Return to Singapore: Rebuilding a Popular Bubble Tea Franchise

by Seshan Ramaswami, Josephine Tan, Thomas Lim
Discipline:
Marketing
The case describes the relaunch of the popular bubble tea franchise Gong Cha in Singapore in December 2017. This was seven months after its 80 outlets were converted, within a week, into a new chain named LiHO TEA by the former Gong Cha franchisee. Kang Puay Seng, the new franchisee, had the...

Amara Hotels & Resorts, Singapore: Building Competitive Advantage through Sustainability and CSR Initiatives

by Seshan Ramaswami, Josephine Tan, Thomas Lim
Discipline:
Marketing Strategy
Amara Hotels & Resorts is a family-managed public-listed company running three business hotels, one each in Singapore, Shanghai and Bangkok, in addition to a resort on the island of Sentosa off the southern coast of Singapore. The company is led by Albert Teo, the son of the hotel chain founder...
S$6.00

Stark Resorts: Taking Care of What’s “Bugging” Your Guests

by Philip Zerrillo, Josephine Tan
Discipline:
Service Management
Set in February 2019, Stark Resorts Hotel (“Stark Resorts”) is a case based on the real-world experiences of the authors. The hotel, a US$155 million investment, had been plagued by insects since its grand opening 15 months earlier. Of even more concern was the avid social media influencer who had...
S$6.00

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