Case Study

Portman Ritz-Carlton Shanghai: Asia's best employer

12 pages
July 2002
Reference: IMD-4-0262

In September 2001, the Portman Ritz-Carlton in Shanghai China took top honors in the first region-wide survey of the Best Employers in Asia. This case covers the actions taken by the general manager to build a satisfied and effective work force at the five-star hotel. The case can be used to discuss the impact of employee satisfaction on customer satisfaction and the challenge of retaining well-trained, service-oriented and English-speaking employees in Shanghai’s tight labor market.

Keywords
Employee Satisfaction, Employee Retention, Customer Satisfaction, Hotel
Settings
1998 - 2002
Type
Field Research
Copyright
© 2002
Available Languages
English
Case clearing houses
IMD case studies are distributed through case clearing houses. In order to browse the collection and purchase copies please visit the links below.

The Case Centre

Cranfield University

Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
Email [email protected]

Harvard Business School Publishing

60 Harvard Way, Boston MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
Email [email protected]

Asia Pacific Case Center

NUCB Business School

1-3-1 Nishiki Naka
Nagoya Aichi, Japan 460-0003
Tel +81 52 20 38 111
Email [email protected]

Contact

Research Information & Knowledge Hub for additional information on IMD publications

Discover our latest research
IMD's faculty and research teams publish articles, case studies, books and reports on a wide range of topics