How Israeli hotel chain ISROTEL developed its service guarantee

Describes an attempt in Israel to put a “product” emphasis on a service environment, through offering guests on a vacation a service warranty that they will provide a “perfect vacation” ‐ or meet the guaranteed penalties in terms of compensation. Describes the nature of the warranty to be offered, and focuses on factors identified through focus groups with existing customers; describes the efforts and results around the launch of the scheme, and concludes with a valuable section on the lessons learned.