BSM 778 - Marriott Case: Leadership, Management, Culture, Values, CSR

This case study examines Marriott International's culture, values, and corporate social responsibility (CSR) in light of accusations of unethical practices. It discusses the company's values, financial statistics, and a recent scandal involving unethical property acquisition and potential misuse of funds for political campaigns. The analysis explores alternative approaches to leadership and management, specifically Path-Goal Theory and Total Quality Management (TQM), as potential frameworks for improving organizational performance and ethical conduct. The study concludes that organizations should prioritize ethical means to enhance profits, focus on employee motivation, and cultivate a positive workplace environment to achieve sustainable success.

BSM 778: Leadership and Management in
Hospitality
Group Coursework: Culture, Values and CSR
Case study: Marriot accused of cheating
clients on his watch
Lucerne, 30th April 2018
Lecturer: Arno Thoeny
Members:
Huong Giang Nguyen
(1614619)

Table contents
 Introduction
 Values and Culture
 CRS Corporate Social Responsibilities
 Alternative of choices
 Conclusion
 References

INTRODUCTION
 In the present times it is often seen that the
various organizations in a bid to enhance the
revenue of their organization take the help of
unethical means (Allen 2012).
 Organizations are often confused as to whether
they should focus on quality or quantity.
 In their dilemma the organizations often end up
focusing on the concept of quantity to enhance
their profit margin.

MARRIOTT INTERNATIONAL
INC.
 The Marriott International Inc is
one of the largest hotel chains of
the world.
 The hotel chain is operational in
127 nations of the world presently
(Marriott.com. 2018).
 Founded in the year 1927 by J.
Willard Marriott.
 Headquartered in “ Bethesda,
Maryland, in the Washington, D.C.
metropolitan area” (Marriott.com.
2018).

FINANCIAL STATISTICS
 The organization
has an annual
turnover of
“$34.9 Billion”
(Forbes 2018).
 The organization is
the 117th largest
company in the
world in terms of
the revenue
Source: “Factset,
Bloomberg, S&P Cap IQ;
Forbes”

VALUES AND CULTURE
 The organization under
consideration seeks to
provide a very suitable
environment to the
customers wherein they
can relax in a better
manner.
 The focus of the
company is on catering
to the needs of the
customers in the best
possible manner.

“CORPORATE SOCIAL
RESPONSIBILITY”
 The company realizing its
responsibility towards the
environment and the
planet makes regular
significant contributions
to it (Marriott.com. 2018).
 Conducts regular
programs to raise
awareness towards the
environment.

RECENT SCANDAL
 The organization in collaboration
with the other companies used to
acquire property by unethical
means.
 As per a report of the famous
Republican Mitt Romney was
also involved in the process
(News 2018).
 The organization and Romney
was criticized for its role in the
scandal of Bain Capital.

RECENT SCANDAL
(CONTINUED…)
 The “Bain Capital” deal put thousands of
employees out of work when they used to acquire
financially ailing companies (News 2018).
 The settlement fee amounted to $24 million.
 Due to this scandal the organization had to face
six legal lawsuits (News 2018).
 It is believed that the money earned from these
collaborations were used for the various political
campaigns of Romney.

“PATH-GOAL THEORY”
Path-Goal
Theory
“The Path-Goal Theory” is
“a theory based on specifying a
leader's style or behavior that best
fits the employee and work
environment in order to achieve
a goal” (HOUSE 1971).
The focus of this particular theory
is to enhance the performance
level of the employees by
motivating them in the most
effective manner (HOUSE 1971).

“TOTAL QUALITY
MANAGEMENT”
 The “Total Quality Management”
is a “a system of management
based on the principle that every
member of staff must be
committed to maintaining high
standards of work in every aspect
of a company's operations”
(AMIN et al. 2017).
 The employees are therefore
motivated in the most effective
manner to live up to the
expectations of the organization
(AMIN et al. 2017).
Total
Quality
Manageme
nt

Any alternative of
choices
Path Goal Theory (House 1971)
How to imply?
Advantage Disadvantage
•Focus on motivation.
•The behavior of the leaders
affect the subordinates in a
considerable manner.
•A clear path to the
employees is available.
•It is often seen that the
leader is not able to motivate
the employees in the best
possible manner.
•The scope for the articulation
of the personal opinion is very
less.
•The path is very complex