• Corpus ID: 107119042

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

  title={The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company},
  author={Joseph A. Michelli},
Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the… 

Values-based organization - Ritz Carlton Abu Dhabi Hotel

Subject area Business management, organization behaviour, organization values, organization culture, customer service. Study level/applicability The case study is suitable

Customer Service with a Smile: Creating a Climate Where Customers Come First

Nestled in the small, manufacturing and university town of Maryville, MO, resides a great example of customer service—Fred Mares. Fred is a greeter at the local Hy-Vee store, which has survived the

Librarians as providers of “legendary” customer service

Purpose – There has been a great deal of emphasis on the concept of “Legendary” customer service in the private sector these days. This concept has been reaching into more public sector organizations

Toward Effective Human Sigma Implementation in the Tourism and Hotel Industry: A Proposed Framework

In today's highly competitive environment, employee-customer engagement has emerged as a key motive of business success. High levels of employee-customer engagement can boost customer loyalty and


: The spreading of globalization drives the companies’ pursuit to expand on foreign markets for various reasons. In this paper it will be analysed the expansion on non-US markets of the

Harnessing the Power of Your Culture for Outstanding Service

Excerpt] Your company's culture can be one of the strongest forces for ensuring excellent customer service and the resulting financial success, or it can stand in the way of your ever achieving your

Die Auswirkungen von Corporate Social Responsibility und Organisationsstolz auf Mitarbeiter im Kundenkontakt

Corporate Social Responsibility (CSR) not only makes an important contribution to the welfare of different stakeholder groups. Thanks to employee perceptions, CSR can also exert a positive effect on

Unpacking the relationship between empowering leadership and service-oriented citizenship behaviors: a multilevel approach

Drawing on empowerment theory, this study examines the effect of empowering leadership on frontline employees’ service-oriented citizenship behaviors and the process by which this effect occurs. The

Emergency Crisis Knowledge Management to Affect Customer Service Response

This qualitative case study focused on developing a better understanding of Consolidated Edison’s knowledge management/customer service information and communications, as well as practices that were

A study of the experiential service design process at a luxury hotel

This thesis explores the process of designing experiential services at a luxury hotel. These processes were surfaced by means of a methodology that used the principles of jazz improvisation. Due to