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MANAGING THE GUEST EXPERIENCE IN HOSPITALITY

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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 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.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

647.94068 HEA m

Penerbit

Canada : Delmar Thomson Learning., 2000

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

0766814157

Klasifikasi

647.94068

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Pariwisata
MANAGEMENT
HOSPITALITY
perhotelan

Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

Lampiran Berkas

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