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Preface | |
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Acknowledgments | |
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Introduction | |
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What is Service? | |
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Objectives | |
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Key Terms | |
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Service | |
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The Importance of Service | |
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Myths About Service | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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References | |
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Understanding the Service Product | |
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Objectives | |
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Key Terms | |
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Why Is Service Different from Retail? | |
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The Future of Service | |
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Why Is Service So Bad Today? | |
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Does Service Have a Chance? | |
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What It Will Take for Service to Succeed? | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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References | |
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The Laws of Service | |
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Objectives | |
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Key Terms | |
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First Law of Service | |
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Second Law of Service | |
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Third Law of Service | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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References | |
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The Service Environment: Roles and Relationships | |
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The Players | |
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Objectives | |
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Key Terms | |
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The Customer | |
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The Company | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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The Environment | |
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Objectives | |
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Key Terms | |
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Technological Forces | |
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Economic and Competitive Forces | |
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Social and Cultural Forces | |
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Political and Legal Forces | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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References | |
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Company Responsibilities | |
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Objectives | |
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Key Terms | |
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Setting a Service Strategy | |
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Selecting and Training Service-Oriented People | |
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Designing and Implementing Customer-Friendly Systems | |
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Legal Responsibilities to Customers | |
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Responsibilities to Customer-Contact Employees | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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Customer-Contact Employee Responsibilities | |
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Objectives | |
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Key Terms | |
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Proficiency | |
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Professionalism | |
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Pride | |
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Responsibilities to Customers | |
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Responsibilities to the Company | |
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Responsibilities to Co-Workers | |
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Responsibilities to Themselves | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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Service Tools | |
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System Tools | |
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Objectives | |
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Key Terms | |
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Hardware | |
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Software | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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Interpersonal Communications | |
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Objectives | |
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Key Terms | |
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Reasons for Communication | |
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A Model for Communication | |
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The Communication Process | |
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Flows of Communication | |
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Formal versus Informal Communication | |
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Barriers to Effective Communication: How We Fail to Communicate | |
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Nonverbal Communication | |
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How to Improve Communications with Customers | |
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Special Problems in Communication | |
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Communicating with Angry Customers | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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Personal Development | |
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Objectives | |
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Key Terms | |
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Understanding Personal Attitudes and Abilities | |
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Personal Growth and Development | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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References | |
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Internal Service | |
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Internal Customers and Suppliers | |
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Objectives | |
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Key Terms | |
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First Law of Internal Service | |
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Second Law of Internal Service | |
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Third Law of Internal Service | |
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How Do People Practice Internal Service? | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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Principles and Practices of Internal Service: the Key to Quality | |
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Objectives | |
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Key Terms | |
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Service Practices: How to Get Improvement | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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Application of Service Principles in Hospitality and Tourism | |
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Classifying Service Organizations | |
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Objectives | |
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Key Terms | |
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Summary | |
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Questions for Review | |
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Questions for Discussion | |
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Hotels | |
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Objectives | |
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Key Terms | |
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Overview | |
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Unique Problems | |
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Service Delivery Systems | |
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Questions for Review | |
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Questions for Discussion | |
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Restaurants | |
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Objectives | |
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Key Terms | |
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Overview | |
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Unique Problems | |
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Service Delivery Systems | |
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Questions for Review | |
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Questions for Discussion | |
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Air Transportation | |
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Objectives | |
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Key Terms | |
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Overview | |
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Unique Problems | |
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Service Delivery Systems | |
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Questions for Review | |
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Questions for Discussion | |
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Cruise Lines | |
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Objectives | |
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Key Terms | |
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Overview | |
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Unique Problems | |
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Service Delivery Systems | |
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Questions for Review | |
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Questions for Discussion | |
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Travel Agencies | |
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Objectives | |
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Key Terms | |
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Overview | |
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Unique Problems | |
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Service Delivery Systems | |
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Questions for Review | |
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Questions for Discussion | |
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Glossary | |
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Index | |