by
Van der Wagen, Lynn.
Call Number
647.94 VAN
Publication Date
1996
Format:
Books
Relevance:
3.3166
2.
by
Van der Wagen, Lynn.
Call Number
338.4791 VAN
Publication Date
1997
Format:
Books
Relevance:
3.2527
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by
Heskett, James L.
Call Number
658.812 SER
Publication Date
1997
Summary
"Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity."--BOOK JACKET.
Format:
Books
Relevance:
3.1238
by
Perlitz, Lee, author.
Call Number
338.4791 PER
Publication Date
2001 1999 1998 1997 1996
Format:
Books
Relevance:
2.1843
by
Viardot, Eric.
Call Number
621.390688 21
Publication Date
1999
Format:
Electronic Resources
Relevance:
2.0910
by
Martin, William B.
Call Number
642.6 MAR
Publication Date
1987 1986
Format:
Books
Relevance:
2.0644
by
Pine, B. Joseph
Call Number
658.56 PIN
Publication Date
1999
Summary
With The Experience Economy, Pine & Gilmore explore how successful companies - using goods as props and services as the stage - create experiences that engage customers in an inherently personal way. Why does a cup of coffee cost more at a trendy cafe than it does at the corner diner or when brewed at home? It's the value that the experience holds for the individual that determines the worth of the offering and the work of the business. From online communities to airport parking, the authors draw from a rich and varied mix of examples that showcase businesses in the midst of creating engaging experiences for both consumers and corporate customers. Make no mistake, say Pine & Gilmore: goods and services are no longer enough. Experiences are the foundation for future economic growth, and The Experience Economy is the playbook from which managers can begin to direct new performances.
Format:
Books
Table of contents http://lcweb.loc.gov/catdir/toc/98-33202.html
Publisher description http://www.loc.gov/catdir/enhancements/fy1311/98033202-d.html
Publisher description http://www.loc.gov/catdir/enhancements/fy1311/98033202-d.html
Relevance:
2.0435
by
National Tourist Industry Training Committee.
Call Number
TR DVD 658.812 BUS
Publication Date
1987
Summary
Demonstrates the art of customer service.
Format:
Other
Relevance:
0.1592
by
Irons, Ken.
Call Number
658.812 IRO
Publication Date
1997
Format:
Books
Relevance:
0.1468
by
Jones, Christine.
Call Number
647.940682 JON
Publication Date
1998
Summary
Managing Facilities provides a clear introduction to the concepts, development and application of managing facilities in hotels. Premises and services operations management are considered through the application of generic management techniques. In hotels, buildings, land, assets, people and services are essential resources which need to be managed to meet organizational objectives. Through practical techniques and examples Jones and Jowett show how these facilities can be continuously improved to increase competitiveness and meet the ever changing needs of the customer. Managing Facilities is a concise guide for hotel, hospitality and facilities managers. It is also an excellent text for undergraduate and postgraduate students of hospitality management.
Format:
Books
Relevance:
0.1414
by
Varma, Eve L.
Call Number
621.382 21
Publication Date
1999
Format:
Electronic Resources
Relevance:
0.1270
by
Ruddle, Rosemary
Call Number
ARC COM 641.59425 RUD
Publication Date
1976
Format:
Books
Relevance:
0.1242
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