| 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! |