000			01814nam a2200325Ia 4500
001			329598
005			20210506063013.0
008			141215s2008 nyua b 001 0 eng
010			_a 2008007056
020			_a0071548335 (alk. paper)
020			_a9780071548335 (alk. paper)
035			_a(OCoLC)192109821 _z(OCoLC)184828462
035			_a(OCoLC)ocn192109821
040			_aDLC _cDLC _dBAKER _dBTCTA _dYDXCP _dC#P _dBWX _dCDX _dHNW _dDLC
050	0	0	_aHD57.7 _b.M525 2008
082	0	0	_a658.4/092 _222
092	0		_a658.4092 _bM6237n
100	1		_aMichelli, Joseph A. _9253610 _2Local
245	1	4	_aThe new gold standard _b5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company _cJoseph A. Michelli.
260			_aNew York _bMcGraw-Hill _cc2008.
300			_axvi, 284 p. _bill. (some col.) _c23 cm.
504			_aIncludes bibliographical references (p. 265-271) and index.
505	0		_aThe Ritz-Carlton experience -- Principle 1 : define and refine. Set the foundation : communicating core identity and culture ; Be relevant -- Principle 2 : empower through trust. Select--don't hire ; It's a matter of trust -- Principle 3 : it's not about you. Build a business focused on others ; Support frontline empathy -- Principle 4 : deliver wow! Wow : the ultimate guest experience ; Turn wow into action -- Principle 5 : leave a lasting footprint. Aspire, achieve, teach ; Sustainability and stewardship -- Conclusion : a lasting impression.
610	2	0	_aRitz-Carlton Hotels (Firm) _xManagement _vCase studies. _9269721 _2Local
650		0	_aLeadership _9124046
650		0	_aSuccess in business _9175661 _2Local
650		0	_aCustomer services _983493 _2Local
650		0	_aTotal quality management _9180799
650		0	_980942 _aCorporate culture _2Local
999			_c246455 _d246455