Mount Rundle Hotel Banff Harvard Case Solution & Analysis

A service delivery disappointment in the Mount Rundle Hotel escalate into a developed confrontation between hotel management and the client.

The hotel general manager has an hidden focus and is intent than catering to customer needs on handling internal business systems and processes. The delay in answer effectively to the service breakdown results in the involvement of the Banff mayor's office, the Banff Lake Louise Tourism Development Board and the Better Business Bureau of Alberta.

PUBLICATION DATE: July 04, 2008 PRODUCT #: 908M50-PDF-ENG

This is just an excerpt. This case is aboutĀ ORGANIZATIONAL DEVELOPMENT

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