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 ...Read MoreThis 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.Read Less
Good. Soft cover may have some wear, especially along edges and/or may have some indentations, slight creasing or corner curl, though the text pages are good to very good. GOOD with average wear to cover and pages. We offer a no-hassle guarantee on all our items. Orders generally ship by the next business day. Default Text.
Fair. Good copy for reading, may have heavy page wear with writing textual notes highlighting or be an heavily used ex library copy with library markings, stickers or stamps. Dust jacket or accessories may not be included.
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Fair. 0766814157 Student Edition. No apparent missing pages. Heavy wrinkling from liquid damage. Does not affect the text. Heavy wear, wrinkling, creasing, Curling or tears on the cover and spine May be missing front or back cover. May have used stickers or residue. Fair binding may have a few loose or torn pages. Heavy writing, highlighting and marker.
This textbook was necessary for a class that I was required to take and the textbook seemed to have been paid for by Disney due to all of the examples in the book that dealt with Disney. The content in the chapters never seemed to flow in a manner that was easy to understand. Many times it just seemed like the book was repeating itself over and over.Many of my classmates agreed that having a different textbook for our class would have been a great improvement over using this one.
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