| 紀錄類型: |
書目-電子資源
: Monograph/item
|
| 杜威分類號: |
658.4/092 |
| 書名/作者: |
The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company // Joseph A. Michelli. |
| 作者: |
Michelli, Joseph A., |
| 出版者: |
New York : : McGraw-Hill,, c2008. |
| 面頁冊數: |
xvi, 284 p. : : ill. (some col.) |
| 標題: |
Leadership. |
| 標題: |
Total quality management. |
| 標題: |
Corporate culture. |
| 標題: |
Customer services. |
| 標題: |
Success in business. |
| ISBN: |
0071548335 (alk. paper) |
| ISBN: |
9780071548335 (alk. paper) |
| ISBN: |
9780071641630 |
| 內容註: |
The Ritz-Carlton experience -- Principle 1 : define and refine. Set the foundation : communicating core identity and culture ; Be relevant -- Principle 2 : empower through trust. Select--don't hire ; It's a matter of trust -- Principle 3 : it's not about you. Build a business focused on others ; Support frontline empathy -- Principle 4 : deliver wow! Wow : the ultimate guest experience ; Turn wow into action -- Principle 5 : leave a lasting footprint. Aspire, achieve, teach ; Sustainability and stewardship -- Conclusion : a lasting impression. |
| 電子資源: |
Click for full text (McGrawHill) |