|
|
|
|
| LEADER |
02149nam a2200361 i 4500 |
| 003 |
PA-PaUSB |
| 005 |
20220630142912.0 |
| 006 |
a||||gr|||| 00| 0 |
| 007 |
ta |
| 008 |
220621s2012 nyua|||g||||| 00| 0 eng d |
| 020 |
|
|
|a 9781439060322
|
| 020 |
|
|
|a 1439060320
|
| 040 |
|
|
|a Sistema de Bibliotecas de la Universidad de Panamá
|
| 082 |
0 |
4 |
|2 22
|a 647.94068
|b F75
|
| 100 |
1 |
|
|9 66000
|a Ford, Robert C.
|q (Robert Clayton),
|d 1945-
|e autor
|
| 245 |
1 |
0 |
|a Managing quality service in hospitality :
|b how organizations achieve excellence in the guest experience
|c / Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton.
|
| 264 |
|
4 |
|a Clifton Park, N.Y. :
|b Delmar, Cengage Learning,
|c ©2012
|
| 300 |
|
|
|a xxvi, 516 páginas :
|b ilustraciones (algunas a color), cuadros ;
|c 26 cm
|
| 336 |
|
|
|2 rdacontent
|a texto
|b txt
|
| 337 |
|
|
|2 rdamedia
|a sin mediación
|b n
|
| 338 |
|
|
|2 rdacarrier
|a volumen
|b nc
|
| 505 |
2 |
|
|a The basics of wow! The guest knows best. -- Meeting guest expectations through planning. -- Setting the scene for the guest experience. -- Developing the hospitality culture: everyone serves!. -- Staffing for service. -- Training and developing employees to serve. -- Serving with a smile: motivating exceptional service. -- Involving the guest: the co-creation of value. -- Communicating for service. -- Planning the service delivery system. -- Waiting for service. -- Measuring and managing service delivery. -- Fixing service failures. -- Service excellence: leading the way to wow!.
|
| 650 |
|
0 |
|2 LC
|9 220593
|a INDUSTRIA DE LA HOSPITALIDAD
|x ADMINISTRACION
|
| 650 |
|
7 |
|2 LEMB
|9 166234
|a ADMINISTRACION DE INDUSTRIAS DE SERVICIOS
|
| 650 |
|
7 |
|2 LEMB
|9 135525
|a SERVICIO AL CLIENTE
|
| 650 |
|
7 |
|2 LEMB
|9 156252
|a ADMINISTRACION DE PERSONAL
|
| 650 |
|
7 |
|9 150364
|a HOSPITALIDAD
|2 LEMB
|x ASPECTOS SOCIALES
|
| 700 |
1 |
|
|9 220466
|a Sturman, Michael C.
|q (Michael Craig)
|e autor
|
| 700 |
1 |
|
|9 121916
|a Heaton, Cherrill P.,
|e autor
|
| 942 |
|
|
|2 ddc
|c BK
|
| 990 |
|
|
|a SF
|
| 999 |
|
|
|c 380694
|d 380690
|
| 952 |
|
|
|0 0
|1 0
|2 ddc
|4 0
|6 647_940680000000000_F75
|7 3
|8 CG
|9 408190
|a 35
|b 35
|c 17
|d 2022-06-21
|e obsequio
|o 647.94068 F75
|p 00265907
|r 2022-06-21
|t e.1
|w 2022-06-21
|y BK
|