Ritz-Carlton: Using Information Systems to Better Serve the Customer Harvard Case Solution & Analysis

Explores the interface of the information system that tracks visitors and their preferences, and people systems that provide a variety of services in the Ritz-Carlton hotels. Unique service luxury hotel chain credo and commitment to quality are discussed, as well as attention to the recruitment and training. In the center of the case Ritz-Carlton's commitment to customer service. "Hide
by W. Earl Sasser, Jr., Thomas O. Jones, Norman Klein Source: Harvard Business School 15 pages. Publication Date: October 20, 1994. Prod. #: 395064-PDF-ENG

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