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Managing the Guest Experience in Hospitality - Ford, Robert Clayton, and Heaton, Cherrill P, and Lewis, Robert C (Foreword by)

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 More

Managing the Guest Experience in Hospitality 1999, Delmar Thomson Learning, Albany, NY

ISBN-13: 9780766814158

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