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Delighted, returning customers: service the Ritz‐Carlton way Gold star advice from the leaders in service excellence

Delighted, returning customers: service the Ritz‐Carlton way Gold star advice from the leaders in... Consider these accolades: 14 properties in the Top 100 World’s Best Hotels; award for the first ever AAA five‐diamond rating; top honors award from Travel + Leisure every year since 1997; and most important of all, clear leader from 16,000 travelers’ votes for the hotel chain with the best service. Obviously, when the Ritz‐Carlton hotel company says “We sell service” it is more than just a catchy sound bite. In fact, selling service is something that every member of the organization’s work force takes very seriously indeed. As a result, Ritz‐Carlton is the only company in the service category to have won the Malcolm Baldrige National Quality Award twice. Unsurprisingly, customers come back. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Strategic Direction Emerald Publishing

Delighted, returning customers: service the Ritz‐Carlton way Gold star advice from the leaders in service excellence

Strategic Direction , Volume 20 (11): 3 – Dec 1, 2004

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0258-0543
DOI
10.1108/02580540410567193
Publisher site
See Article on Publisher Site

Abstract

Consider these accolades: 14 properties in the Top 100 World’s Best Hotels; award for the first ever AAA five‐diamond rating; top honors award from Travel + Leisure every year since 1997; and most important of all, clear leader from 16,000 travelers’ votes for the hotel chain with the best service. Obviously, when the Ritz‐Carlton hotel company says “We sell service” it is more than just a catchy sound bite. In fact, selling service is something that every member of the organization’s work force takes very seriously indeed. As a result, Ritz‐Carlton is the only company in the service category to have won the Malcolm Baldrige National Quality Award twice. Unsurprisingly, customers come back.

Journal

Strategic DirectionEmerald Publishing

Published: Dec 1, 2004

Keywords: Hotels; Customer service; Customer satisfaction; Problem solving; Professional research

References