skip to content
Providing quality service : what every hospitality service provider needs to know Preview this item
ClosePreview this item
Checking...

Providing quality service : what every hospitality service provider needs to know

Author: William B Martin
Publisher: Upper Saddle River, N.J. : Prentice Hall, ©2003.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
Summary:

Confronting the challenge of delivering quality service, this guide outlines a comprehensive quality customer service action plan for the full spectrum of service provider roles. Useful for courses  Read more...

Rating:

(not yet rated) 0 with reviews - Be the first.

Subjects
More like this

 

Find a copy in the library

&AllPage.SpinnerRetrieving; Finding libraries that hold this item...

Details

Additional Physical Format: Online version:
Martin, William B.
Providing quality service.
Upper Saddle River, N.J. : Prentice Hall, ©2003
(OCoLC)762041982
Document Type: Book
All Authors / Contributors: William B Martin
ISBN: 0130967459 9780130967459
OCLC Number: 49415792
Description: xvii, 167 pages : illustrations ; 26 cm
Contents: Customer service fundamentals, providing hospitality at its best: Winning with the customer; Nature of customer service; Two types of customers; Defining "quality" in quality service --
System side of service, providing that procedural touch: Timing is everything; Getting in the flow; An-tic-i-pa-tion; Communicate, communicate, communicate; Feedback, food for success; To be or not to be accommodating? --
Human side of service, providing that personal touch: Four basic customer service needs; It's all about attitude; Words that sting, words that soothe; Joy of surprises, providing the unexpected; Lending a helping hand; Selling that sells; Challenge of gracious problem solving; Challenge of the difficult guest --
Self-assessment, what have you learned?: Test your knowledge, a true-false test; Test your skill, the service provider self-assessment scale.
Responsibility: William B. Martin.

Reviews

User-contributed reviews
Retrieving GoodReads reviews...
Retrieving DOGObooks reviews...

Tags

Be the first.

Similar Items

Related Subjects:(1)

Confirm this request

You may have already requested this item. Please select Ok if you would like to proceed with this request anyway.

Linked Data


Primary Entity

<http://www.worldcat.org/oclc/49415792> # Providing quality service : what every hospitality service provider needs to know
    a schema:Book, schema:CreativeWork ;
   library:oclcnum "49415792" ;
   library:placeOfPublication <http://id.loc.gov/vocabulary/countries/nju> ;
   library:placeOfPublication <http://experiment.worldcat.org/entity/work/data/796321830#Place/upper_saddle_river_n_j> ; # Upper Saddle River, N.J.
   schema:about <http://id.worldcat.org/fast/961126> ; # Hospitality industry
   schema:about <http://dewey.info/class/647.94/e21/> ;
   schema:bookFormat bgn:PrintBook ;
   schema:copyrightYear "2003" ;
   schema:creator <http://experiment.worldcat.org/entity/work/data/796321830#Person/martin_william_b> ; # William B. Martin
   schema:datePublished "2003" ;
   schema:description "Customer service fundamentals, providing hospitality at its best: Winning with the customer; Nature of customer service; Two types of customers; Defining "quality" in quality service -- System side of service, providing that procedural touch: Timing is everything; Getting in the flow; An-tic-i-pa-tion; Communicate, communicate, communicate; Feedback, food for success; To be or not to be accommodating? -- Human side of service, providing that personal touch: Four basic customer service needs; It's all about attitude; Words that sting, words that soothe; Joy of surprises, providing the unexpected; Lending a helping hand; Selling that sells; Challenge of gracious problem solving; Challenge of the difficult guest -- Self-assessment, what have you learned?: Test your knowledge, a true-false test; Test your skill, the service provider self-assessment scale."@en ;
   schema:exampleOfWork <http://worldcat.org/entity/work/id/796321830> ;
   schema:inLanguage "en" ;
   schema:isSimilarTo <http://www.worldcat.org/oclc/762041982> ;
   schema:name "Providing quality service : what every hospitality service provider needs to know"@en ;
   schema:productID "49415792" ;
   schema:publication <http://www.worldcat.org/title/-/oclc/49415792#PublicationEvent/upper_saddle_river_n_j_prentice_hall_2003> ;
   schema:publisher <http://experiment.worldcat.org/entity/work/data/796321830#Agent/prentice_hall> ; # Prentice Hall
   schema:workExample <http://worldcat.org/isbn/9780130967459> ;
   wdrs:describedby <http://www.worldcat.org/title/-/oclc/49415792> ;
    .


Related Entities

<http://experiment.worldcat.org/entity/work/data/796321830#Person/martin_william_b> # William B. Martin
    a schema:Person ;
   schema:familyName "Martin" ;
   schema:givenName "William B." ;
   schema:name "William B. Martin" ;
    .

<http://experiment.worldcat.org/entity/work/data/796321830#Place/upper_saddle_river_n_j> # Upper Saddle River, N.J.
    a schema:Place ;
   schema:name "Upper Saddle River, N.J." ;
    .

<http://id.worldcat.org/fast/961126> # Hospitality industry
    a schema:Intangible ;
   schema:name "Hospitality industry"@en ;
    .

<http://worldcat.org/isbn/9780130967459>
    a schema:ProductModel ;
   schema:isbn "0130967459" ;
   schema:isbn "9780130967459" ;
    .

<http://www.worldcat.org/oclc/762041982>
    a schema:CreativeWork ;
   rdfs:label "Providing quality service." ;
   schema:description "Online version:" ;
   schema:isSimilarTo <http://www.worldcat.org/oclc/49415792> ; # Providing quality service : what every hospitality service provider needs to know
    .

<http://www.worldcat.org/title/-/oclc/49415792>
    a genont:InformationResource, genont:ContentTypeGenericResource ;
   schema:about <http://www.worldcat.org/oclc/49415792> ; # Providing quality service : what every hospitality service provider needs to know
   schema:dateModified "2017-01-21" ;
   void:inDataset <http://purl.oclc.org/dataset/WorldCat> ;
    .


Content-negotiable representations

Close Window

Please sign in to WorldCat 

Don't have an account? You can easily create a free account.