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Customer-Driven Learning at Radisson Hotels Worldwide
[CBP TC 47-04]



Customer-Driven Learning at Radisson Hotels Worldwide
This case was written as a part of a larger project exploring how organizations can “learn” from their customers. The case takes a strategic view on service learning in the Radisson organization and considers issues such as their service guarantee, measuring customer satisfaction, improving employee satisfaction, and their guest information systems. This case has been reprinted in several editions of the McGraw-Hill text Operations Management Contemporary Concepts by Roger Schroeder, Susan Meyer-Goldstein, and Johnny Rungtusanatham.

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