Case Analysis 2 Harrah Entertaiment
Question 3
Stakeholders
The gaming and entertainment industries involve a large amount of individuals. Harrah’s entertainment includes their vendors (major and minor), stakeholders, stockholders, customers and employees. Gambling is big business to those mentioned above, if it’s professional, business, pleasure or something out of the ordinary. Stakeholders ensure companies policies and procedures are followed while investing large amounts of revenue to become successful. Due to the industry becoming saturated, stakeholders ensure their investments are understood by each employee and their role to ensure the customers is also investing in the organization. To remain successful, stakeholders must invest and remain competitive within the industry by ensuring their overall strategy involve state of the art equipment and training of employees along with proper upkeep of those equipment. Further, customer service agents must ensure the training is up to date as those in the industry, while exceeding the expectation of the guest. As it stands Harrah’s customers service is leading the industry having proper internal and external procedures for customer service issues while building lasting relationships and creating value for its customer.
Business Culture
As technology changes and increases, so is the gaming and entertainment industry. Customers can now play casino games in the comfort of their homes, at an airport or where ever it’s legal by law to take part in online gaming. Harrah’s entertainment now has to keep its brick and mortar business and tap into the online gaming industry. The organization is committed to its customers and thus has already tapped into digitally personalizing the spending habits of its loyal customers and their overall experience as well as launching their new website for customer’s online gaming experience. However, to remain the world largest successful and profitable casino franchise, the organization must ensure policies, procedures,
Stakeholders
The gaming and entertainment industries involve a large amount of individuals. Harrah’s entertainment includes their vendors (major and minor), stakeholders, stockholders, customers and employees. Gambling is big business to those mentioned above, if it’s professional, business, pleasure or something out of the ordinary. Stakeholders ensure companies policies and procedures are followed while investing large amounts of revenue to become successful. Due to the industry becoming saturated, stakeholders ensure their investments are understood by each employee and their role to ensure the customers is also investing in the organization. To remain successful, stakeholders must invest and remain competitive within the industry by ensuring their overall strategy involve state of the art equipment and training of employees along with proper upkeep of those equipment. Further, customer service agents must ensure the training is up to date as those in the industry, while exceeding the expectation of the guest. As it stands Harrah’s customers service is leading the industry having proper internal and external procedures for customer service issues while building lasting relationships and creating value for its customer.
Business Culture
As technology changes and increases, so is the gaming and entertainment industry. Customers can now play casino games in the comfort of their homes, at an airport or where ever it’s legal by law to take part in online gaming. Harrah’s entertainment now has to keep its brick and mortar business and tap into the online gaming industry. The organization is committed to its customers and thus has already tapped into digitally personalizing the spending habits of its loyal customers and their overall experience as well as launching their new website for customer’s online gaming experience. However, to remain the world largest successful and profitable casino franchise, the organization must ensure policies, procedures,
References: Johnson, W., Harrah 's Entertainment, Inc, in Superior Customer Value (2012), 3rd ed., CRC Press, Boca Raton, FL