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How to Innovate in Marketing (Collection), 2/e by Tony Davila, Robert Shelton, Joan Kiddon, Larry Light, Michael Tasner, Monique Reece, Marc Epstein

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6. How The Ritz-Carlton Creates and Sustains a High-Performance Culture

I would like to bring together the concepts of mission, vision, and values by illustrating an example of what I believe is perhaps the best example of how a company integrates mission, vision, and values into their culture on a daily basis (if you know of others, please write me and let me know, as I love hearing about creative, effective ideas on this subject). The Ritz Carlton has established seamless processes and rituals into daily business activities to enable employees the flexibility of delivering exceptional levels of service to customers.

It is far more difficult to deliver exceptional service to customers in a service business than it is in a product-based business ...

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