Journal of Organizational Excellence · 2004 · 14 citations · 0 references
ManagementHospitality ManagementMarketingCustomer Relationship ManagementHospitality MarketingCustomer Experience ManagementCustomer LoyaltyCustomer SatisfactionCustomer Service ManagementHospitality OperationsHotel Operations ManagementBusiness Performance IndicatorsCustomer-oriented BehaviorHospitality Performance Measurement
Abstract The authors tell the stories of Ritz‐Carlton Hotels and EMC Corporation, two companies whose customer‐centric behaviors differentiate them from their competitors and have produced extraordinary levels of business performance and customer satisfaction and loyalty. © 2003 Terry R. Bacon and David G. Pugh