restaurant strategies hospitality quasi-employee

books:

Managing the Guest Experience in Hospitality
Robert Ford, Cherrill Heaton

Delmar Cengage Learning, 1999

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 ...

Achieving Service Excellence
Robert C. Ford, Myron D. Fottler, ...

Pentagon Press, 2007

Achieving Service Excellence: Strategies for Healthcare
Myron D. Fottler, Robert C. Ford, ...

Health Administration Press, 2002

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 ...

Managing Your Guest as a Quasi-Employee.: An article from: Cornell Hotel & Restaurant Administration Quarterly
Robert C. Ford, Cherrill P. Heaton

Cornell University, 2001

This digital document is an article from Cornell Hotel & Restaurant Administration Quarterly, published by Cornell University on April 1, 2001. The length of the article is 6786 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser. Citation Details Title: Managing Your ...