CSDL sách
- Managing the guest experience in hospitality
- Tác giả: Robert Ford
- Nhà xuất bản: Delmar Cengage Learning - Australia
- Năm xuất bản: 2000
- Số trang:464 p.
- Kích thước:25 cm
- Số đăng ký cá biệt:30150
- ISBN:0766814157
- Mã Dewey:647.94
- Đơn giá:1
- Vị trí lưu trữ:209 Phan Thanh
- Ngôn ngữ:English
- Loại tài liệu:Sách Chuyên ngành
- Đang rỗi/ Tổng sách:1/1
- Từ khóa:Hospitality industry, Customer services
- Chủ đề: Hospitality industry--Customer services
- Chuyên ngành: Khoa Du Lịch
- Tóm tắt: This book is organized around the 14 "Service Principles" with a chapter dedicated to each. The most recent research is integrated throughout to support each principle and each chapter provides "Exemplars of Excellent Service". A "Moment of Truth" feature interspersed throughout the book provides an open-ended guest service vinette and allows the reader to provide an appropriate response or analysis of the situation that reflects an understanding of the principle being covered. A "Lessons Learned" section at the end of each chapter provides both practitioners and students with a review of the material quickly, in a useful, applied way