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商品編號： 9-603-024 出版日期： 2002/09/05 作者姓名： Frei, Frances X.;Hajim, Corey 商品類別： Service management 商品規格： 21p 再版日期： 2002/10/29 地域： 產業： Accommodations 個案年度： 2002 - 2002
商品敘述：
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.
涵蓋領域：
Operations strategy
相關資料：
Case Teaching Note, (5-608-059), 33p, by Frances X. Frei
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