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Specifically, Radisson’s service guarantee, the role of information technology, employee/ customer satisfaction, commitment to service quality, and goal alignment is further explored.
Service Guarantee
The first area of the customer driven strategy to address is the function of the service guarantee. Radisson Hotels Worldwide is in the process of defining and implementing a new guarantee which is something their competitors are currently doing as well. In order to do this as successfully as possible, it is important for Radisson to identify what exactly their service guarantee includes by looking at the slogan and the training, marketing, and feedback it requires...
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