LUX*: Staging a Service Revolution in a Resort Chain

Jochen Wirtz and Ron Kaufman

Chapter 34 in Services Marketing:People, Technology, Strategy, 2021, pp 624-639 from World Scientific Publishing Co. Pte. Ltd.

Abstract: LUX* was 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 transformation, which showed positive results within 12 months. This case study describes a service revolution that has led to rapid improvements in service culture and guest experience, which in turn has led to sustained financial improvements on a quarter-on-quarter and long-term growth.

Keywords: Services Marketing; Service Operations; Marketing; Consumer Behavior; Positioning Services; Service Process; Pricing; Revenue Management; Service Environment; Service Advantage; Customer Relationships; Customer Loyalty; Complaint Handling; Service Recovery; Service Excellence; Service Quality; Service Productivity; Service Leadership (search for similar items in EconPapers)
JEL-codes: L8 M3 M31 O14 (search for similar items in EconPapers)
Date: 2021
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