Applying the RATER Model for Service Success

Czaplewski, Andrew J.; Olson, Eric M.; Slater, Stanley F.
January 2002
Marketing Management;Jan/Feb2002, Vol. 11 Issue 1, p14
Discusses the service attributes of the RATER model of services marketing used at The Broadmoor Hotel and Spa in Colorado Springs, Colorado. Details on the orientation session for every Broadmoor employee; Example of an employee empowerment policy; How The Broadmoor accomplishes its goal for every guest to have an outstanding experience when visiting the resort.


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