Designing a Contemporary Hotel Service Culture

Proposes that a key question for hotel operators in the 1990s is how to create and sustain a service culture which appeals to consumers and effectively differentiates their product offer. Raises five design considerations for hotel companies wishing to improve the service climate or culture within their organization. Develops these with reference to case examples taken from five UK national and international hotel companies. The examples have been selected to show how each initiative provides an effective mechanism for contemporary,customer‐led service development.