California State University, Northridge WordmarkOviatt Library WordmarkOviatt Library Catalog Wordmark
Author Ford, Robert C.
Title Managing quality service in hospitality : how organizations achieve excellence in the guest experience / Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton.
Published Clifton Park, N.Y. : Delmar, Cengage Learning, c2012.
Book Cover

 Floor4  TX911.3.M27 F67 2012    IN LIBRARY
Description xxvii, 516 p. : col. ill. ; 27 cm.
Bibliography Includes bibliographical references and index.
Contents The basics of wow! The guest knows best -- Meeting guest expectations through planning -- Setting the scene for the guest experience -- Developing the hospitality culture: everyone serves! -- Staffing for service -- Training and developing employees to serve -- Serving with a smile: motivating exceptional service -- Involving the guest: the co-creation of value -- Communicating for service -- Planning the service delivery system -- Waiting for service -- Measuring and managing service delivery -- Fixing service failures -- Service excellence: leading the way to wow!
Subject Hospitality industry -- Management.
Hospitality industry -- Customer services.
Related Names Sturman, Michael C. (Michael Craig)
Heaton, Cherrill P.
ISBN 9781439060322
OCLC number 720477603