You are a self managed Organizational Behavioral expert who is advising the senior leadership team of a new five-star resort hotel opening up on the white sand beaches of the west coast of Florida.
For the venture to succeed, the goal of the leadership team is to build an organization whose members focus on providing customers with the highest-quality customer service possible.
They have asked you to recommend
a set of 4 terminal values, or goals, that the new resort should adopt,
a set of 5 instrumental core values that will be the foundation for the companys culture, and
the 5 most important steps they should take to build a culture in the company that will enable it
to provide the highest level of customer service;
to achieve its business goals;
develop employees commitment to the organization, and (d) keep the level of employee turnover a major problem in the hospitality industry as low as possible.
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