Question 1: What impresses you about Rosen Hotels and Resorts? What has accounted for Rosen Hotels and Resorts success? What aspects of Rosen Hotels and Resorts do you find unimpressive?
(Case Study: Rosen Hotels & Resorts: Delivering Superior Customer Service.- By Randall D. Harris, Texas A&M University-Corpus Christi)
(Refer to the Rosen Hotels & Resorts case study on page C346 of the course textbook,
Case Study 26 from text book "Crafting and Executing strategy: The Quest for competitive advantage" 21st edition