The case focuses on the dilemma faced by Carlo Fontana, who owns and operates a small chain of two four-star city hotels in Lugano, Switzerland and the other in Milan, Italy. With the development of a comprehensive customer service and operations information system, which is called the Fontana Happy Guests Relationship Management entertaining the possibility of commercializing its innovation. Otherwise, a welcome new source of income during the greatest economic downturn in recent history and make it … Read more »

The case focuses on the dilemma faced by Carlo Fontana, who owns and operates a small chain of two four-star city hotels in Lugano, Switzerland and the other in Milan, Italy. With the development of a comprehensive customer service and operations information system, which is called the Fontana Happy Guests Relationship Management entertaining the possibility of commercializing its innovation. Otherwise, a welcome new source of income during the greatest economic downturn in recent history, and it would provide to refine motivated in keeping the HGRM design and development team and improve to help the solution. However, commercialization of innovation and stretch its organization too thin and brings his team into a business, the software industry, completely alien.
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from
Lynda M. Applegate
Gabriele Piccoli
Source: Harvard Business School
27 pages.
Release Date: 11 July 2012. Prod #: 813019-PDF-ENG
HGRM: Bringing Back High Touch Hospitality HBR case solution

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