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Managing quality service in hospital...

Ford, Robert C.

Managing quality service in hospitality : how organizations achieve excellence in the guest experience

紀錄類型:	書目-語言資料,印刷品 : 單行本
副題名:	how organizations achieve excellence in the guest experience
作者:	FordRobert C.,
其他作者:	SturmanMichael C.,
其他作者:	HeatonCherrill P.,
出版地:	Clifton Park, N.Y.
出版者:	Delmar, Cengage Learning;
出版年:	c2012
面頁冊數:	xxvii, 516 p.color ill. : 27 cm;
標題:	Hospitality industry - Management -
標題:	Hospitality industry - Customer services -
ISBN:	9781439060322
內容註:	The basics of wow! The guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow!

Managing quality service in hospitality : how organizations achieve excellence in the guest experience
Ford, Robert C.

Managing quality service in hospitality : how organizations achieve excellence in the guest experience / Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton - Clifton Park, N.Y. : Delmar, Cengage Learning, c2012. - xxvii, 516 p. ; color ill. ; 27 cm.
The basics of wow! The guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow!.
Includes bibliographical references and index.
ISBN 9781439060322ISBN 1439060320
Hospitality industryHospitality industry -- Management -- Customer services

Sturman, Michael C.

Managing quality service in hospitality : how organizations achieve excellence in the guest experience
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200 1 $a Managing quality service in hospitality $e how organizations achieve excellence in the guest experience $f Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton
210 $a Clifton Park, N.Y. $c Delmar, Cengage Learning $d c2012
215 1 $a xxvii, 516 p. $c color ill. $d 27 cm
320 $a Includes bibliographical references and index
327 1 $a The basics of wow! The guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow!
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606 $a Hospitality industry $x Customer services $2 lc $3 319911
676 $a 647.94068 $v 22
680 $a TX911.3.M27 $b F67 2012
700 1 $a Ford $b Robert C. $3 319908
702 1 $a Sturman $b Michael C. $g Michael Craig $3 319909
702 1 $a Heaton $b Cherrill P. $3 319910
801 0 $a cw $b CTU $c 20141120 $g AACR2

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