LUX* Resorts – Case Study in World’s Leading Services Marketing Textbook

By: Ron Kaufman

LUX* Resorts: Staging a Service Revolution in a Resort Chain. LUX* is a successful hospitality group operating in the Indian Ocean as well as other locations. In its previous incarnation, the company suffered from poor financial performance, poor service quality and a weak brand. A change in the leadership of the company led the group through a customer service transformation, which showed positive results within 12 months. This service revolution lead to rapid improvements in service culture and guest experience, which in turn lead to sustained financial improvements on a quarter-on-quarter basis.

LUX* Resorts


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