Describes the tourism and leisure company provides high quality service through its distinctive hotels and trains. Provides an opportunity to learn about the unusual quality of practice and questions the use of known undeniable practices, such as the management to negotiate by offering incentives based on non-financial measures, and the creation of a single message to elite brand. The main dilemma is that the company must develop a loyalty program through its collection of hotels.
used as part of the second module of the course to regulate operation of the service, which is considered a model of sustainable design services (606-031). "Hide
by Francis H. Frey, Corey Hajim Source: Harvard Business School 21 pages. Publication Date: September 5, 2002. Prod. #: 603024-PDF-ENG
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