Marketing Services and the Customer Experience

Tutorial brief in class: Based on the videos watched in class, answer the following:

Question 1: The word ‘culture’ is used in the videos. What do we mean by corporate culture, and what is meant by service culture?

Question 2: Why are Ritz-Carlton’s contact employees important to the firm?

Question 3: If you were recruiting for a Ritz-Carlton hotel, what skills/traits would you look for in an interviewee?

Question 4: How do you think the firm wins the commitment of its employees?