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00000cam a2200000 7i4500 |
| 001 |
0000101501 |
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20230126093000.0 |
| 008 |
220908s2020 cau eng |
| 020 |
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|a 9781544321509
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| 040 |
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|a UniSZA
|e rda
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| 050 |
0 |
0 |
|a TX911.3.M27
|b F67 2020
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| 090 |
0 |
0 |
|a TX911.3.M27
|b F67 2020
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| 100 |
1 |
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|a Ford, Robert C. Ford ,
|d 1945- ,
|e author
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| 245 |
1 |
0 |
|a Managing hospitality organizations :
|b achieving excellence in the guest experience
|c Robert C. Ford, Michael C. Sturman
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| 250 |
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|a Second edition
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| 264 |
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1 |
|a Thousand Oaks, California :
|b SAGE Publications, Inc.
|c c2020
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| 300 |
|
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|a xxxi, 544 pages :
|b illustration ;
|c 25 cm.
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| 336 |
|
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|a text
|2 rdacontent
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| 337 |
|
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|a unmediated
|2 rdamedia
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| 338 |
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|a volume
|2 rdacarrier
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| 500 |
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|a Previous edition: Managing quality service in hospitality : how organizations achieve excellence in the guest experience
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| 504 |
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|a Includes bibliographical references and index
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| 505 |
0 |
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|a 1. The basics of wow! the guest knows best -- 2. Meeting guest expectations through planning -- 3. Setting the scene for the guest experience -- 4. Developing the hospitality culture:everyone serves -- 5. Staffing for service -- 6. Training and developing employees to serve -- 7. Serving with a smile:motivating exceptional service -- 8. Involving the guest: the co-creation of value -- 9. Communicating for service --10. Planning the service delivery system -- 11. Waiting for service -- 12. Measuring and managing service delivery -- 13. Fixing service failures -- 14. Service excellence: leading the way to wow!
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| 650 |
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0 |
|a Hospitality industry
|x Personnel management
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| 650 |
|
0 |
|a Hospitality industry
|x Management
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| 650 |
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0 |
|a Hospitality industry
|x Customer services
|
| 700 |
1 |
|
|a Sturman, Michael C. ,
|e author
|
| 999 |
|
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|a 1000184609
|b Book
|c Open Shelf (1 Day)
|e Gong Badak Campus
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| 999 |
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|a 1000184610
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
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| 999 |
|
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|a 1000184611
|b Book
|c OPEN SHELF (30 DAYS)
|e Gong Badak Campus
|