Harpercollins College Division 1988, Hardcover.

Organization Theory: An Integrative Approach

Business & Money

Ford, Robert C.

Heaton, Cherrill P.

Armandi, Barry R.

Management & Leadership

Harpercollins College Div

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.

Managing the Guest Experience in Hospitality

Ford, Robert

Travel

Delmar/Cengage Learning

MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems. Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small.

Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience (Hospitality Management)

Sturman, Michael C.

Job Hunting & Careers

On any particular day, a patient can deem your organization and its services a disappointment. One unfortunate incident can cost you the goodwill of that patient and anyone that patient knows. 
Keep your customers from defecting to competing providers. Improve your customer service with the tools and techniques detailed in Achieving Service Excellence: Strategies for Healthcare. Combining real-world examples with the most significant research on service management, this valuable guide presents the best available information on providing first-rate service. 
Find out how to: Assess your organization to determine your core competencies Empower patients and families to "coproduce" their own healthcare experience Recruit and hire people who "love to serve" Predict and plan the kinds of healthcare experiences customers will find satisfying Train, motivate, and inspire employees to provide outstanding service Manage the inevitable wait times for healthcare service Prevent service failures and problems Create and encourage a customer-focused culture Develop action plans to implement customer service initiatives Use information technology to add quality and value to the healthcare experience

Achieving Service Excellence: Strategies for Healthcare

Politics & Social Sciences

Fottler, Myron D.

Social Sciences

Health Administration Pr

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