Tuning into Ritz philosophy
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 January 1993
Abstract
Shows how Ritz‐Carlton Hotels have created a customer‐sensitive service. Argues that this has arisen through an appreciation of consistent service, based on the concept that employee satisfaction is directly related to customer satisfaction. Reviews the employee selection process adopted by the Ritz‐Carlton management and the policy of employee empowerment.
Keywords
Citation
Henderson, C. (1993), "Tuning into Ritz philosophy", Managing Service Quality: An International Journal, Vol. 3 No. 1, pp. 385-389. https://doi.org/10.1108/09604529310029695
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited