The case analyzes Ritz's processes, systems, technology, leadership, and individuals as they align to reach long term aims. In 1992, the Ritz-Carlton Hotel chain won the top US industry prize for excellence in service and quality. However, customer demand for value, in addition to growing competition within the hotel industry, was making it harder for the firm to continue this heritage.
Pupils learn about Ritz Carlton's history and corporate philosophy, and examine the challenges of being a quality service provider. Problems addressed include how the firm achieve its customer retention goals, should repair deficiencies in its customer service, and keep a culture of service while experiencing rapid growth.
The Ritz-Carlton Hotel Company The Quest for Service Excellence Case Study Solution
PUBLICATION DATE: August 13, 2010 PRODUCT #: CU09-HCB-ENG
This is just an excerpt. This case is about TECHNOLOGY & OPERATIONS
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