Plaza Athénée Paris: Service Innovation in a Luxury Hotel
Michel Phan
Michel Phan is Assistant Professor of Marketing and LVMH Chaired Professor at ESSEC Business School (Paris). Prior to joining ESSEC Business School, he taught marketing at Cornell University School of Hotel Administration (USA) and the University of Sydney (Australia). He holds a Ph.D. in Marketing from the University of New South Wales (Sydney). His teaching and research interests include services and relationship marketing.
Click here to consult his Resume
We would like to express our special thanks to Mrs Laurence Bloch from "Plaza Athénée Paris" for her generous contribution and support.

We would also like to thank the Plaza Athénée’s family and guests for their valuable time and participation:

Guy Bertaud, Monica Bragard, Denis Courtiade, François Delahaye, André Etrillard, Nicolas Grau, Thierry Hernandez, Majbritt Iaconis, Ichrak Laddem, Isabelle Maurin, Christophe Michalak, Christophe Moret, Julia Pelte, Florence Pinçonnet, Sylviane Rives and Stéphane Sciortino.

Instructional Design
Cécile Chevalier: Project Manager - ESSEC
Anne Vancaelemont: Project Director - ESSEC

Eric Choley: Developer and Video Coordinator - ESSEC
Laurent Dubois: Video Editor
Gaëlle Garofalo: Graphic Designer - ESSEC
Fabienne Le Moing: Cameraman
Laure Menanteau: Graphic Designer
We would like to thank the following persons for their generous contributions and support:

Jean-Pierre Choulet, Pascal Constantin, Marc Demange, Marie-Laure Djelic, Aurélie Fannius, Sophie Magnanou, Franck Polycarpe, Alan Sitkin, Kevin Titman, Nathalie Verbrugghe.

From the same series

"adidas and the renewal of the football shoes market"
CD-ROM by Profs. Thierry Lardinoit & Emmanuelle Le Nagard, Marketing Dept. - ESSEC

"77, Avenue des Champs-Elysées"
CD-ROM by Prof. Ingrid Nappi-Choulet, Business Law, Urban and Real Estate Management Dept. - ESSEC

"Lafarge: From a French Cement Company to a Global Leader"
Video by Prof. Ashok Som, Management Dept. - ESSEC

"Rezidor SAS: CRM in the Hospitality Industry"
CD-ROM by Prof.Michel Phan, Marketing Dept. - ESSEC and Julien Fournier - REZIDOR SAS

"The Moulin Rouge: from Glory to Bankruptcy"
Video by Profs. Carole Donada & Jean-Marc Xuereb, Management Dept. & Marketing Dept. - ESSEC and Olivier Villalon - Bal Du Moulin Rouge

"The Turnaround of Canal Plus"
Video by Prof. Ashok Som, Management Dept. - ESSEC

Video by Prof. Anastasios Karamanos, Management Dept. - ESSEC

These case studies can be obtained from the European Case Clearing House

All rights reserved, including any educational use.
IDDN: IDDN.FR.010.0107132.000.R.P.2006.035.40000
ISBN: 978-2-911209-16-1

ESSEC - version 1.2: February 2007
Details:      e-mail: