Overview

"This text is organized around the 14 ""Service Principles"" with a chapter dedicated to each. Late-1990s 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 vignette 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 an applied way."

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