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Articles from Managing the Guest Experience in Hospitality (January 1, 2000)

1-17 out of 17 article(s)
Title Author Type Words
Appendix: books on hospitality and services. Appendix 872
Chapter 1 The basics of wow! The guest knows best. 12356
Chapter 10 Delivering the service. 12374
Chapter 11 Waiting for service. 11685
Chapter 12 Fixing service problems. 15803
Chapter 13 Serving perfectly. 10435
Chapter 14 Service excellence: leading the way to wow! 11783
Chapter 2 Meeting guest expectations through planning. 22935
Chapter 3 Setting the scene for the guest experience. 12502
Chapter 4 Developing the hospitality culture: everyone serves! 13228
Chapter 5 Staffing for service. 13465
Chapter 6 Training for service. 12700
Chapter 7 Serving with a smile: motivation and empowerment. 14668
Chapter 8 Involving the guest: coproduction. 10100
Chapter 9 Communicating for service. 12498
Glossary. Glossary 3077
Introduction. Work overview 2521

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