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Case Study

ANTARA: BUILDING EXPERIENCES IN SENIOR LIVING

Manpreet S Hora, Geetika Shah
Service management , Service excellence, Service innovation, Service system design , Customer acquisition , Operations management

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Abstract

Antara Senior Living, a first-of-its-kind senior living community targeted at people in their mid-fifties and older, had been planned as a community, grounded in the principles of service and hospitality, and built specifically to ensure that its residents gained the maximum benefit from their environment. Built on a unique design philosophy that encouraged the highest quality of living, it aimed to provide for the care of the resident's physical health as well as their mind and spirit.
The case, set in January 2017, describes the challenges facing Tara Vachani, the young CEO of Antara, as she watches her dream project take form and the project delivery date draws closer. Like any other startup, Antara was faced with the challenges of working in a new category with a unique product offering. Would Antara be able to establish a business model that would deliver on its commitments on service excellence? What should their operating strategy be? Should Antara look at any possible innovative service extensions that could be offered to seniors as a market at large? It was faced with the choice of either protecting its long-term vision of delivering a high-quality senior living offering or changing aspects of the product to bring it closer to traditional real estate offerings, thereby increasing the sales velocity and financial metrics of the business in the short term.

Learning Objectives

to understand the fundamental characteristics of a service ;-to teach principles of effective strategic positioning when introducing new services in emerging markets, and to discuss the associated risks and challenges;-to illustrate the importance of selecting and recruiting the right talent and managing employees to deliver quality service;-understand the unique challenges of customer acquisition when introducing a developed-market service concept in an emerging market

  • Pub Date:
    29 Nov 2017
  • Source:
    ISB
  • Discipline:
    Operations Management,Services Marketing
  • Product#:
    1391
  • Keywords:
    Service management , Service excellence, Service innovation, Service system design , Customer acquisition , Operations management
  • Length:
    Pdf : 23 page(s) ,

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