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University of Central Florida - Rosen School of Hospitality Manag - SPRING 2011 | ||
Section 0001 | ||
 | Managing the Guest Experience in Hospitality (1st Edition) by Robert Clayton Ford, Cherrill P. Heaton, Robert C. Lewis (Foreword), Heaton Ford Paperback, 464 Pages, Published 1999 ISBN-10: 0-7668-1415-7 / 0766814157 ISBN-13: 978-0-7668-1415-8 / 9780766814158 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 | |