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LUX*: Staging a Service Revolution in a Resort Chain

In: Services Marketing People Technology Strategy

Author

Listed:
  • Jochen Wirtz
  • Ron Kaufman

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.

Suggested Citation

  • Jochen Wirtz & Ron Kaufman, 2021. "LUX*: Staging a Service Revolution in a Resort Chain," World Scientific Book Chapters, in: Services Marketing People Technology Strategy, chapter 34, pages 624-639, World Scientific Publishing Co. Pte. Ltd..
    • Handle: RePEc:wsi:wschap:9781944659806_0034
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    More about this item

    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;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • L8 - Industrial Organization - - Industry Studies: Services
    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology

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