Customer Service at Ritz-Carlton

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Case Details:


Case Code : MKTG310 For delivery in electronic format: Rs. 400;
For delivery through courier (within India): Rs. 400 + Shipping & Handling Charges extra


Service Marketing / Customer Relationship Management
Case Length : 13 pages
Period : 2000-2013
Pub Date : 2013
Teaching Note : Not Available
Organization : Ritz Carlton
Industry : Hospitality
Countries : US; Global


The Ritz-Carlton Hotels are managed by The Ritz-Carlton Hotel Company, LLC., based in Chevy Chase, Maryland, US. It is a wholly-owned subsidiary of Marriott International, Inc. As of September 2013, it operated 81 hotels and resorts in the Americas, Europe, Asia, the Middle East, Africa, and the Caribbean. The Apple Store was not the only one to consider the Ritz-Carlton's service as a benchmark; many companies in the global service industry too did the same and tried to adopt some of its service techniques in their bid to improve their own service. Ritz-Carlton played its game through its focus on services. .

Marketing Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies

The Ritz-Carlton hotels are known for their luxury and the world-class service offered to guests, and the company is the only service company to have earned the prestigious Malcolm Baldrige National Quality Award twice – in 1992 and 1999. In addition to this, the company has earned many other awards and certifications in recognition of its quality excellence and achievements. The reputation of Ritz is considered legendary and many companies in the service sector take it as a benchmark while many others have adopted its techniques.


The case will help the students:
The importance of customer service in the hotel industry
Ritz-Carlton's legendary customer service
The Key elements of customer service at Ritz-Carlton
The Total Quality Management of Ritz-Carlton


  Page No.
Introduction 1
About Ritz_Carlton 2
Ritz-Carton's Customer Service 3
TheKey Elements Of Ritz's Service 4
Quality Management 5
Customer Service Issues 6
Addressing Customer Service Issues 7
Looking Ahead 8
Exhibits 9


Customer Service, Customer relationship management, Service marketing, Service quality excellence, Service values, Hospitality management, Total quality management, Hotel industry, Luxury, Employee empowerment

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