Case | HBS Case Collection | September 1992 (Revised January 1993)

Courtyard by Marriott

by James L. Heskett and Roger H. Hallowell

Abstract

Courtyard by Marriott, a chain of modestly priced hotels, weighs its future options regarding human resources, its service delivery system, and management structure. Fairfield Inn, another Marriott product, is discussed for contrast.

Keywords: Human Resources; Service Operations; Brands and Branding; Management Systems; Decision Making; Service Industry; Accommodations Industry;

Citation:

Heskett, James L., and Roger H. Hallowell. "Courtyard by Marriott." Harvard Business School Case 693-036, September 1992. (Revised January 1993.)