Le Méridien Piccadilly
How Le Méridien Piccadilly should stimulate guests to
share positive electronic Word-of-Mouth during the
service recovery procedure
Advisory report
July 2017
Merel Donkers (1309862)
Frida Joustra (1310534)
Celesta van der Laan (1316265)
Willemijn Odekerken (1307150)
Jasmijn Stenzler (1320289)
Martijn Zengerink (1323075)
, ‘Le Méridien Piccadilly’
Advisory report
Hotel Management School Maastricht
Maastricht February 2017 – July 2017
Project group 3:
Merel Donkers 13098620
Frida Joustra 1310534
Celesta van der Laan 1316265
Willemijn Odekerken 1307150
Jasmijn Stenzler 1320289
Martijn Zengerink 1323075
Project supervisor
Hilde Hanegreefs
Hotel Management School Maastricht
Bethlehemweg 2, 6202NX Maastricht, The Netherlands
E-mail:
Project providers
Eveline Noort – General Manager
Hotel Le Méridien Piccadilly
21 Piccadilly, Mayfair,
London W1J 0BH,
United Kingdom
Dr. Mark Pluymaekers – Senior Lecturer
Zuyd University of Applied Sciences International Relationship Management Research Centre
Brusselseweg 150 6216 HB Maastricht, the Netherlands
Telephone: +31 433466445
E-mail:
2/23 Report Author Version Date
Project group 3 Version 1.2 06.07.2017
The Advisory Report
Le Méridien Piccadilly
, Table of Content
1. Introduction ......................................................................................................................... 4
2. Perceptions of justice ............................................................................................................. 9
3. Le Méridien Piccadilly should exceed expectations during service recovery in order to
enhance positive e-WoM .......................................................................................................... 11
4. Le Méridien Piccadilly should stimulate guests during service recovery to help the hotel
and its associates or other potential guests via e-WoM............................................................ 13
5. Le Méridien Piccadilly should make the action of sharing experiences via e-WoM easier
during service recovery ............................................................................................................ 15
6. Le Méridien Piccadilly should invite guests to become part of a community which leads to
sharing experiences via e-WoM ............................................................................................... 17
7. Le Méridien Piccadilly could reward guests for sharing their experiences after service
recovery to stimulate positive e-WoM ..................................................................................... 18
8. Le Méridien Piccadilly should stimulate guests during service recovery to show off with
their experiences ....................................................................................................................... 19
9. References ......................................................................................................................... 21
10. Appendix: Standardized Service Recovery Procedure of Starwood provided by Le
Méridien Piccadilly .................................................................................................................. 23
3/23 Report Author Version Date
Project group 3 Version 1.2 06.07.2017
The Advisory Report
Le Méridien Piccadilly
How Le Méridien Piccadilly should stimulate guests to
share positive electronic Word-of-Mouth during the
service recovery procedure
Advisory report
July 2017
Merel Donkers (1309862)
Frida Joustra (1310534)
Celesta van der Laan (1316265)
Willemijn Odekerken (1307150)
Jasmijn Stenzler (1320289)
Martijn Zengerink (1323075)
, ‘Le Méridien Piccadilly’
Advisory report
Hotel Management School Maastricht
Maastricht February 2017 – July 2017
Project group 3:
Merel Donkers 13098620
Frida Joustra 1310534
Celesta van der Laan 1316265
Willemijn Odekerken 1307150
Jasmijn Stenzler 1320289
Martijn Zengerink 1323075
Project supervisor
Hilde Hanegreefs
Hotel Management School Maastricht
Bethlehemweg 2, 6202NX Maastricht, The Netherlands
E-mail:
Project providers
Eveline Noort – General Manager
Hotel Le Méridien Piccadilly
21 Piccadilly, Mayfair,
London W1J 0BH,
United Kingdom
Dr. Mark Pluymaekers – Senior Lecturer
Zuyd University of Applied Sciences International Relationship Management Research Centre
Brusselseweg 150 6216 HB Maastricht, the Netherlands
Telephone: +31 433466445
E-mail:
2/23 Report Author Version Date
Project group 3 Version 1.2 06.07.2017
The Advisory Report
Le Méridien Piccadilly
, Table of Content
1. Introduction ......................................................................................................................... 4
2. Perceptions of justice ............................................................................................................. 9
3. Le Méridien Piccadilly should exceed expectations during service recovery in order to
enhance positive e-WoM .......................................................................................................... 11
4. Le Méridien Piccadilly should stimulate guests during service recovery to help the hotel
and its associates or other potential guests via e-WoM............................................................ 13
5. Le Méridien Piccadilly should make the action of sharing experiences via e-WoM easier
during service recovery ............................................................................................................ 15
6. Le Méridien Piccadilly should invite guests to become part of a community which leads to
sharing experiences via e-WoM ............................................................................................... 17
7. Le Méridien Piccadilly could reward guests for sharing their experiences after service
recovery to stimulate positive e-WoM ..................................................................................... 18
8. Le Méridien Piccadilly should stimulate guests during service recovery to show off with
their experiences ....................................................................................................................... 19
9. References ......................................................................................................................... 21
10. Appendix: Standardized Service Recovery Procedure of Starwood provided by Le
Méridien Piccadilly .................................................................................................................. 23
3/23 Report Author Version Date
Project group 3 Version 1.2 06.07.2017
The Advisory Report
Le Méridien Piccadilly
