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Unformatted text preview: Chapter 5: DQ 2) These are two different types of places. While this local restaurant may be one that is catering to a more money conscious type of people, The Ritz Carlton Hotel Company targets the top 1 to 3 percent of luxury travelers (p137). My guess is that this restaurant is an individual owned restaurant focused more on the customer experience when in the restaurant and not the drive up. The drive-up customer is one probably just wanting a quick eat or something simple. The restaurant may be one of a hybrid office because the management will deal with the actual customers assuming the employees working there may not be able to handle the customers properly because they are not trained in that method. The Ritz Carlton is focused on the customer experience and the customization of each traveler. The employees are trained more properly and have a very high customer interaction. They use a front office process strategy. The customer satisfaction will be extremely high at the Ritz while the customer satisfaction may be at a mid-...
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- Spring '11