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.
- ISBN10 0766814157
- ISBN13 9780766814158
- Publish Date 13 December 1999
- Publish Status Out of Print
- Out of Print 10 May 2012
- Publish Country US
- Publisher Cengage Learning, Inc
- Imprint Delmar Cengage Learning
- Format Paperback
- Pages 432
- Language English