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With the slow market economy, RDH did not want to embrace new work
practices and was unconcerned about the hotels decline in popularity and
income
RDHs planned economy management processes were not changing and
there was minimal concern for generating profit or delivering quality
standards of service
Entrenched Guanxi practices were to be removed
Ordinary quality of customer service and the occasional annual loss had to
be converted into accountable, quality service practices provided by
dynamic, motivated employees
Employees employed for as long as 30 years were limited in their work
professionalism, efficiency or the ability to communicate in English
Change proposition: