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商品編號： 9-395-064 出版日期： 1994/10/20 作者姓名： Sasser, W. Earl, Jr.;Jones, Thomas O.;Klein, Norman 商品類別： Service management 商品規格： 15p 再版日期： 1999/03/05 地域： Georgia 產業： Accommodations 個案年度： 1993 - 1994
商品敘述：
Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain''s unique service credo and commitment to quality principles are discussed as well as the attention to hiring and training. At the heart of the case is the Ritz-Carlton commitment to serving the customer.
涵蓋領域：
Employee training;Supply chain management;Service management;Quality management;Employee empowerment;Organizational values;Information systems;Hiring and recruitment;IT management;Customer service
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