图书简介

Foreword \\ Preface \\ Acknowledgments \\ About the Authors \\ Introduction \\ SECTION I. THE HOSPITALITY SERVICE STRATEGY \\ 1. The Basics of Wow! The Guest Knows Best \\ Introduction \\ Guestology: What is it? \\ The Guest Experience \\ Guest Expectations \\ Quality, Value, and Cost Defined \\ The Importance of Guestology \\ Lessons Learned \\ 2. Meeting Guest Expectations through Planning \\ Introduction \\ Three Generic Strategies \\ The Hospitality Planning Cycle \\ Assessing the Environment \\ Assessing the Organization Itself: The Internal Assessment \\ Vision and Mission Statements \\ Developing the Service Strategy \\ Action Plans \\ Involving Employees in Planning \\ The Uncertain Future \\ Lessons Learned \\ 3. Setting the Scene for the Guest Experience \\ Introduction \\ Creating “The Show” \\ Why is the Environment Important? \\ A Model: How the Service Environment Affects the Guest \\ Lessons Learned \\ 4. Developing the Hospitality Culture: Everyone Serves! \\ Introduction \\ The Importance of Leaders \\ The Importance of Culture \\ Culture as a Competitive Advantage \\ Beliefs, Values, and Norms \\ Culture and the Environment \\ Communicating the Culture \\ Changing the Culture \\ Lessons Learned \\ SECTION II. THE HOSPITALITY SERVICE STAFF \\ 5. Staffing for Service \\ Introduction \\ The Many Employees of the Hospitality Industry \\ The First Step: Study the Job \\ The Second Step: Recruit a Pool of Qualified Candidates \\ The Third Step: Select the Best Candidate \\ The Fourth Step: Hire the Best Applicant \\ The Fifth Step: Make the New Hire Feel Welcome \\ The Sixth Step: Turnover—Retaining the Best and Selecting People out of an Organization \\ Lessons Learned \\ 6. Training and Developing Employees to Serve \\ Introduction \\ Employee Training \\ Developing a Training Program \\ Types of Training \\ Training Methods \\ Challenges and Pitfalls of Training \\ Employee Development \\ Lessons Learned \\ 7. Serving with a Smile: Motivating Exceptional Service \\ Introduction \\ Motivating Employees \\ The Needs People Have \\ The Rewards Managers can Provide \\ Ways Rewards Can Motivate \\ How Managers and Leaders Provide the Right Direction \\ Lessons Learned \\ 8. Involving the Guest: The Co-Creation of Value \\ Introduction \\ The Guest Can Help! \\ Strategies for Involving the Guest \\ Determining Where Co-Production Makes Sense \\ One Last Point: Firing the Guest \\ Lessons Learned \\ Section III. The Hospitality Service Delivery System \\ 9. Communicating for Service \\ Introduction \\ The Challenge of Managing Information \\ Information and the Service Product \\ Information and the Service Setting \\ Information and the Delivery System \\ Decision Support Systems \\ The Hospitality Organization as an Information System \\ Lessons Learned \\ 10. Planning the Service Delivery System \\ Introduction \\ Planning and Designing the Service Delivery System \\ Developing the Service Delivery System \\ Planning Techniques \\ Targeting Specific Problem Areas in Service Delivery Systems \\ Lessons Learned \\ 11. Waiting for Service \\ Introduction \\ Capacity and Psychology: Keys to Managing Lines \\ Queuing Theory: Managing the Reality of the Wait \\ Managing the Perception of the Wait \\ Service Value and the Wait \\ Lessons Learned \\ 12. Measuring and Managing Service Delivery \\ Introduction \\ Techniques and Methods for Assessing Service Quality \\ Measuring Service Quality After the Experience \\ SERVQUAL \\ Finding and Using the Technique that Fits \\ Lessons Learned \\ 13. Fixing Service Failures \\ Introduction \\ Service Failures: Types, Where, and Why \\ The Importance of Fixing Service Failures \\ Dealing With Service Failures \\ Recovering From Service Failure \\ Lessons Learned \\ 14. Service Excellence: Leading the Way to Wow! \\ Introduction \\ The Three Ss: Strategy, Staffing, and Systems \\ Hospitality and the Future \\ Leading the Way Into the Future \\ Leading and Managing \\ It all Begins—and Ends—with the Guest \\ Lessons Learned \\ Glossary \\ Additional Readings \\ Index

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