Product DescriptionThis book is organized around the 14 ''Service Principles'' with a chapter dedicated to each. The most recent research is integrated throughout to support each principle and each chapter provides ''Exemplars of Excellent Service''. A ''Moment of Truth'' feature interspersed throughout the book provides an open-ended guest service vinette and allows the reader to provide an appropriate response or analysis of the situation that reflects an understanding of the principle being covered. A ''Lessons Learned'' section at the end of each chapter provides both practitioners and students with a review of the material quickly, in a useful, applied way.
