Publications
Publications
  • May 2007
  • Case
  • HBS Case Collection

Westin Hotels and Resorts: Operations of a Lifestyle Experience

By: Frances X. Frei, Chekitan S. Dev and Laure Mougeot Stroock
  • Format:Print
  • | Pages:17
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Abstract

Westin Hotels and Resorts adopted a new "lifestyle" brand strategy which provided guests with a new service experience. The dilemma Westin faced was how to operationally build a brand that delivered consistent service on intangible values.

Keywords

Customer Relationship Management; Decision Choices and Conditions; Growth Management; Brands and Branding; Service Operations; Value Creation; Tourism Industry

Citation

Frei, Frances X., Chekitan S. Dev, and Laure Mougeot Stroock. "Westin Hotels and Resorts: Operations of a Lifestyle Experience." Harvard Business School Case 607-129, May 2007.

About The Author

Frances X. Frei

Technology and Operations Management
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