You are the owner of a new five-star resort hotel opening up on the white sand beaches of the west coast of Florida. For your venture to succeed you need to make sure that hotel employees focus on providing customers with the highest-quality customer service possible. You are meeting with the executive staff to discuss how to create a culture that will promote such high quality service, that will encourage employees to be committed to the hotel, and that will reduce the level of employee turnover and absenteeism, which are typically high in the hotel business.

What kinds of organizational values and norms do you believe will encourage employees to behave in ways that lead to high-quality customer service? Explain.

Discuss how you will create a culture that promotes the learning of these customer service values and norms.