Quality Service Management: Case Study Analysis Read The Robert Ford & Zambezi Sun Case Study. • Assuming you are the CEO of this organisation, construct a response to the guest. • Identify the service failure/s and suggest procedural changes to the Genera Manager of The Zambezi Sun in order to improve current practices and to prevent future incidents of this nature. A minimum of 4 (four) separate academic references (from peer-reviewed Journals) and three industry references are required.