service can be an elusive concpet .. what is the essence of the rits carlton exp erience ..

what is rits selling how does rits create ladies n gentlemen in only 7 days? brand collins should Mc extend 7 days program should Mc consider a total overhaul of the hotel opening process? if yes what sh ould he change? and how he should go about doing it? whats different about exper imenting in service business?

analyse industry environment... the way it is progressing.. competitive environm ent.. ritz strategy and position.. key principles.. how did the communicate the values to their employees.. structure of organisation