CSDL sách
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LDTU
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$a0766814157
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$aeng
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$a647.94
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$aFord, Robert
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$aManaging the guest experience in hospitality $cRobert Ford, Cherrill P. Heaton
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$aAustralia $bDelmar Cengage Learning $c2000
300
$a464 p. $bimages $c25 cm
504
$a Index: p.424 - 432
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$aThis 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
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$aHospitality industry -- Customer services
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$aHospitality industry
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$aHeaton, Cherrill P.
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$a209 Phan Thanh $bTiếng Anh
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Nguyễn Thị Hảo
927
Tặng
928
30150