Ritz Carlton - Business Development

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keys to enter escalators,” good interior lighting in public areas, especially hallways, stairways, and elevators.（UK Essays ,2015)

Ritz-Carlton pay attention to empathy of guest, “permit every employee to spend up to $2,000 making any single guest satisfied.” (Reiss, 2009)

7. Six criteria of good service

To provide high quality for customers, Ritz-Carlton create Gold Standards for customer service, which include credo, the motto, three steps of service, service values, the 6th diamond and employee promise. (The Ritz-Carlton, 2015)

8. Gaps model

To aim at the gap 1, Ritz-Carlton introduced new strategy “Let us stay with you.” (Elliott, 2014) The gap 2, Ritz-Carlton established and proper system to avoid delivery mismatch. Also the gap 3, the motto “we are ladies and gentlemen serving ladies and gentlemen,” and valuing employ most priced asset. The last one gap 4, Ritz-Carlton has proper communication and touch points.

9. Reference

Christian,G. (1988) Service quality: the six criteria of good perceived service quality, Review of Business, Vol.9(3), pp.10(4).

Hudson,S. (2009) Tourism and hospitality marketing: a global perspective, London: United Kingdom : MyiLibrary

Boundless (2015) The gap theory [Online] Available at:

https://www.boundless.com/marketing/textbooks/boundless-marketing-textbook/services-marketing-6/service-quality-51/the-gap-model-254-4140/ [[Accessed: 28 October 2015]

Elliott,S.(2014) Putting On the Ritz, Six Words at a Time, The New York Times. [Online] Available at:

http://www.nytimes.com/2014/05/12/business/media/putting-on-the-ritz-six-words-at-a-time.html?_r=1 [Accessed on 01 November 2015]

ENP Newswire (2014) The Ritz-Carlton Hotel Company To Expand Global Portfolio [Online] Available at:

http://go.galegroup.com/ps/retrieve.do?sort=DA-SORT&docType=Article&tabID=T004&prodId=EAIM&searchId=R2&resultListType=RESULT_LIST&searchType=AdvancedSearchForm&contentSegment=&currentPosition=1&searchResultsType=SingleTab&inPS=true&userGroupName=napier&docId=GALE%7CA380583084&contentSet=GALE%7CA380583084 [Accessed on 30 October 2015]

Learn marketing (2015) Augmented Product concept [Online] Available at:

http://www.learnmarketing.net/threelevelsofaproduct.htm [Accessed on 30 October 2015]

Reiss,R.(2009) How Ritz-Carlton Stays At The Top, Forbes. [Online] Available at: http://www.forbes.com/2009/10/30/simon-cooper-ritz-leadership-ceonetwork-hotels.html [Accessed on 31 October 2015]

The Ritz-Carlton (2015) Meet The Ritz-Carlton: Careers Redefined [Online] Available at: http://corporate.ritzcarlton.com/en/Default.htm [Accessed on 29 October 2015]

UK Essays (2015) The Service Quality Of Ritz Carlton Hotel Marketing Essay [Online] Available at:

http://www.ukessays.com/essays/marketing/the-service-quality-of-ritz-carlton-hotel-marketing-essay.php [Accessed on 29 October