HGRM: Bringing Back High Touch Hospitality Harvard Case Solution & Analysis

The case centers on the dilemma confronted by Carlo Fontana, the owner operator of a small chain of two four-star urban hotels situated in Lugano, Switzerland and the other in Milan, Italy. Having developed an extensive customer care and operations information system, called Happy Guests Relationship Management, Fontana is entertaining the possibility of commercializing his innovation.

Doing so may provide a welcome new source of income during the best economic slowdown in recent history and it'd help in keeping the HGRM design and development team moved to refine and enhance the alternative. Nevertheless, commercializing the innovation could also stretch his organization too thin, and bring his team into a business, the software industry, totally foreign to them.

PUBLICATION DATE: July 11, 2012 PRODUCT #: 813019-PDF-ENG

This is just an excerpt. This case is about INNOVATION & ENTREPRENEURSHIP

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