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Introduction
Radisson is one of the well known hotel chains owned by the Carlson Company. Acquired in 1962, the company grew at a rapid pace, and by 1997 Radisson was in 360 locations in 47 countries. However, this huge growth has come at a cost to its customer service. Realizing that changes were needed, Brian Stage (president of Radisson) and Maureen O’Hanlon (executive vice president of Radisson) have actively worked to refocus the strategy of “growth at any cost” to “customer-focused brand.” This case study examines not only the steps that have since been taken, but ideas for how the hotel chain can better improve their service. 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......

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Approximate Word Count: 3253
Approximate Pages: 14 (250 words per double-spaced page)

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