Used as part of the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (606-031). Describes how a hotel and leisure company provides high-end service through its distinctive hotels and trains. Provides an opportunity to learn about the company's unusual quality practices and puts into doubt the unquestioned use of well-known practices, such as managing for consistency, offering incentives based on nonfinancial measures, and creating a unified message for a high-end brand. The main dilemma is whether the company should develop a loyalty program across its collection of hotels.

【書誌情報】

ページ数：21ページ

サイズ：A4

商品番号：HBSP-603024

発行日：2002/9/5

登録日：2010/12/14