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Implementing Human Resource Innovations: Three Success Stories from the Service Industry
Center for Hospitality Research Publications
  • Justin Sun
  • Kate Walsh, Ph.D., Cornell University
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Three cases of innovative hospitality industry human resources practices demonstrate that innovation is often a function of how well an idea is implemented, even if it is not necessarily brand new. The programs explained in this report have been creatively and attentively executed in such a way that distinguishes their companies from competitors. The innovators are as follows: Fairmont Hotels & Resorts, which has developed an employee-recognition program dubbed “Service Plus” to acknowledge consistent excellence by offering rewards that are specifically meaningful to employees; McDonald’s, which has implemented sales-promotion incentives that both drive product sales and encourage employee retention; and Sodexo, which uses as many social media platforms as possible to attract and engage potential employees to brand itself as a desirable employer.
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© Cornell University. This report may not be reproduced or distributed without the express permission of the publisher
Citation Information
Sun, J., & Walsh, K. (2011). Implementing human resource innovations: Three success stories from the service industry [Electronic article]. Cornell Hospitality Report, 11(4), 6-13.