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Overview"This text is organized around the 14 ""Service Principles"" with a chapter dedicated to each. Late-1990s 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 vignette 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 an applied way." Full Product DetailsAuthor: Robert Ford , Cherrill HeatonPublisher: Cengage Learning, Inc Imprint: Delmar Cengage Learning Dimensions: Width: 18.50cm , Height: 2.00cm , Length: 22.90cm Weight: 0.700kg ISBN: 9780766814158ISBN 10: 0766814157 Pages: 432 Publication Date: 13 December 1999 Audience: College/higher education , Professional and scholarly , Undergraduate , Postgraduate, Research & Scholarly Format: Paperback Publisher's Status: Out of Print Availability: Awaiting stock  Table of ContentsReviewsAuthor InformationTab Content 6Author Website:Countries AvailableAll regions |
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