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Case 12
Grand Targhee
This case describes how competitive the world of ski resorts and how personalized service gave
Targhee the lift it needed. Targhee has an edge on size, 3,000 acres, as compared to a
but accesses it with just four full-size ski lifts and a snow card,
compared to the competitors eight lifts, a gondola, and a tram.
Targhee does not have the lodging that others have with only a few lodges, shops, and
ic
land resulting in a six-year wait for permission to build a new lift.
This experience needed to be transferred to the ski resort during the winter months. Giving people
lessons programs to the adult programs.
differentiate itself and every provide opportunities. Targhee welcomes about a tenth of those who
As the program changed from the standpoint of value and product, the pay strategy changed too.
Instead of being paid merely for the cost of their labor, Targhee instructors have a hefty incentive
Chapter 2
1. How did the management of Grand Targhee create a service culture?
A service culture focuses on serving and satisfying the customer. Creation of a service culture
2. How does fun relate to establishing a service culture?
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3. What product did Grand Targhee focus on to create interaction between the guests and
employees? Why was this product successful?
Chapter 10
1. Find evidence from the case to show that Grand Targhee practiced good internal
marketing concepts.