Case Analysis: "Customer-Driven Learning at Radisson Hotels Worldwide"

In the case study titled ?Customer-Driven Learning at Radisson Hotels universal? the background, ontogenesis, and ser immorality guarantees of the Radisson Hotel chain is discussed. Radisson Hotels was founded in 1938 by short(predicate)is L Carlson of Carlson Companies Inc. The social club?s headquarters were located in Minneapolis, Minnesota and was dissever into four operating groups ? Carlson Hospitality planetary, Carlson Wagonlit Travel, Carlson trade Group, and Carlson Leisure Group. In 1975 Radisson only had ten hotels but promptly grew to three 100 and sixty locations in forty sevensome countries by 1998 by partnering with existing hotel companies creating Radisson SAS Worldwide under the ? harvest-time at some(prenominal) m acetary value? model. By 1998 Carlson Hospitality Worldwide include Radisson Hotels Worldwide, area Inns & Suites by Carlson, TGI Friday?s, Regent Hotels, Italianni?s, Friday?s Front course of action Sports Grill, Friday?s American Bar, a nd Radisson heptad Seas Cruises (Schroeder, pg 454). Also in 1998 Curt Carlson?s daughter Marilyn Carlson Nelson took oer as CEO of the Carlson Companies. It was at this time that Brian Stage, Radisson?s president, and Maureen O?Hanlon, Radisson?s executive vice president, started taking initiatives to transform the ?growth at any cost? model to becoming a more customer-focused brand.

To achieve this fault from the current diverse hotel quality, they included a service guarantee, a client pleasure touchstone program, and employee ecstasy measurement program, and an knowledge technology initiative. Their goal was to line Radisson the ?most trusted and value brand worldwide? (Schroed er, pg 454). To victuals these strategies, ! Stage and O?Hanlon initiated a 100% guest gladness program, a amplyy structured guest information system, guest and employee satisfaction measurement programs, guest recognition and rewards program, and a genuine cordial reception program. Customer satisfaction is a relative concept that varies from one customer to other (Schroeder, pg. 147). A service guarantee is a promise by a company to... If you want to provoke a full essay, order it on our website: OrderEssay.net

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