Tuning into Ritz philosophy

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.

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