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Customer Service and Hotel Management

M C Metti

ISBN 10: 8126132485 / ISBN 13: 9788126132485
Editorial: Anmol, New Delhi, 2008
Usado Condición: As New Encuadernación de tapa dura
Librería: Vedams eBooks (P) Ltd (New Delhi, India)

Librería en AbeBooks desde: 30 de enero de 2009

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Contents Preface. 1. Introduction. 2. Hotel industries and services. 3. Managing customer relationships. 4. Managing customer information. 5. Customer loyalty. 6. Work load modeling. Index. The reader will find in this book the useful techniques in the management of customer focused hotels the primary intent is to simply provide a way of starting to think about the practice of customer focused management in hospitality. The principal aim of the book is to get the reader to think in a certain way about the firm and the way it conducts its business with a customer focus. Thus the book is not intended to be an exhaustive treatise on the topic of customer focused management in hospitality. The book provides a useful tool for observing analyzing and critiquing actual customer service encounters in an ongoing hospitality organization. This book will be useful in executive seminars and in graduate school programmes of a professional or technical nature where there is a need for the participants to orient themselves to the competitive strategy of the hotel with a focus on the customer. For this reason this book is being written with two audiences in mind present industry leaders and prospective ones. That is why the book is adaptable for industry use and implementation as well as for a college level course in service management. 270 pp. N° de ref. de la librería 69633

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Detalles bibliográficos

Título: Customer Service and Hotel Management

Editorial: Anmol, New Delhi

Año de publicación: 2008

Encuadernación: Hardbound

Condición del libro:As New

Edición: New

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