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商品編號： 9-615-043 出版日期： 2015/01/09 作者姓名： Buell, Ryan W.;Raman, Ananth;Muthuram, Vidhya 商品類別： Operations management 商品規格： 28p 再版日期： 2015/03/24 地域： 產業： 個案年度： 2014 - 2014
商品敘述：
Celebrated as one of the world''s premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight customers whose expectations grow with every interaction. To explore this question, the case details the design elements of Oberoi''s complex service operation, including its approaches to employee management and continuous improvement, as well as the dynamics of service competition in a rapidly growing market. Teaching Note includes links to videos intended for display during classroom debrief.
涵蓋領域：
Customer satisfaction;Employee empowerment;Quality management;Service management
相關資料：
Case Teaching Note, (5-616-044), 45p, by Ryan W. Buell, Ananth Raman
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