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Notes






                     Chapter 1. The Ritz-Carlton Experience
               Information about César Ritz and the history of The Ritz-
               Carlton Hotel Company, L.L.C., was obtained from various
               Internet sources, including www.referenceforbusiness.com,“The
               Ritz-Carlton Hotel Company, L.L.C., Company Profile, In-
               formation, Business Description, History, and Background Infor-
               mation on The Ritz-Carlton Hotel Company, L.L.C.
                   Other sources included Stephen Watts,The Ritz (The Bod-
               ley Head Ltd., Great Britain, 1963), and Adrian Waller, No
               Ordinary Hotel: The Ritz-Carlton’s First Seventy-Five Years (Uni-
               versity of Toronto Press, 1989).
                   Information about recognition awards at the Ritz-Carlton
               was obtained at www.ritzcarlton.com and from Vivian Deuschl,
               vice president of public relations.


                         Chapter 2. Set the Foundation:
                    Communicating Core Identity and Culture
               27–28 The biography of Horst Schulze presented in the side-
                  bar was obtained directly from Mr. Schulze.

                             Chapter 3. Be Relevant
               49 “‘Antennae should be trained to register changing market
                  conditions, e.g., customer feedback, sales force intelligence,
                  monitoring word of mouth. And all staff [should be] alerted
                  to [the importance of] customer experience and their own
                  performance in delivering it’”: Jennifer Kirby, “Part three:
                  Evolving an adaptive strategy,” mycustomer.com, November
                  1, 2007.




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