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CASE 1: CitizenM (Service Characteristics (Deployment of tehnology (Rooms…
CASE 1: CitizenM
Service Characteristics
Customer orientation
The starting point: what kind of hotels are not offered now?
Deployment of tehnology
Rooms posses latest tehnology
Automatically logged-in Wifi
Technology where needed: self-check ins
Reflections on societal changes
Increasing amount of business travelers in mid-income class
Increasing importance of technlogy
Social media
Distance (online) working
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Organizational and Operational Issues
Culture
Innovative climate
Customer-oriented
Free communication, no scripts
Trust imposed on the staff
Organizational Learning
Embassidors
HR training
Value Networks
Are there any e.g. partners who offer supporting technology?
Service Strategy
What are the jobs the customers are trying to get done?
A home-like experienc in a hotel
Easy travelling
Core competencies
Understanding customers' needs
Knowledge and experience on hotel industry
Cost-effectiveness
Human resources through training
Service Quality and Value Management
Customer Perception
Controlling customer feedback
Quallity control and measureme
nt
Quick responses
Controlling complaints and their responses
Service Design and Development
Understanding customer needs
Understanding what business travellers DO NOT need
Evolutionary stages
Key activties
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Innovative climate
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Increased through constant development