Quality Guest Service Companies:
Find a hospitality organization that has a strong, clearly defined service culture and describe how this organization creates and sustains its culture: a) What training methods, b) incentives for managers and employees, and c) communications techniques are used to create and define that culture?
Use DisneyWorld.
Now, find a hospitality organization that has a weak, muddled, unfocused culture and describe what factors led to this situation. What does management do wrong? How is management approaching this issue and what messages do they convey to their guests and employees through the strategies they are currently implementing?
Use US Airways.