When great service leads to great customers: The case of Shangri-La Hotel Sydney

Troy Heffernan, Marcelle Droulers

Research output: Book chapter/Published conference paperConference paperpeer-review

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This study reports on a major case study was undertaken at the Shangri-La Hotel in Sydney, Australia. In-depth interviews of senior staff members and an analysis of internal and external documents helped to identify the key drivers behind customer retention at Sydney's most successful deluxe hotel. One major and overarching theme emerged from the data in reference to the development of relationships with key customers at the Shangri-La hotel. This was the level and style of service provided. Allowing this service to develop was a customer focused corporate culture, clear communication flows between management and staff, and value adding innovation.
Original languageEnglish
Title of host publicationTime to integrate perspectives
Place of PublicationBuenos Aires, Argentina
PublisherUniversidad Torcuato Di Tella
Number of pages11
Publication statusPublished - 2007
EventRelationship Marketing Summit - Buenos Aires, Argentina
Duration: 13 Dec 200715 Dec 2007


ConferenceRelationship Marketing Summit


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