正版 中国金钥匙服务哲学(英文) 张斌,王伟 五洲传播出版社 97875

Preface Pioneers of Chinese Service
Part I The Concept
Chapter 1 Golden Key Service and Its Philosophy
Section 1 The Origin of Golden Key Service
Section 2 Golden Key Service Philosophy
Section 3 Establishing Chinas Golden Key Service Philosophy
Chapter 2 Service and Golden Key Service
Section 1 What Is Service?
Section 2 Differences between Golden Key Model and Other Service Models
Section 3 Golden Key Service and Its Models
Chapter 3 Customers First, Profits Second
Section 1 Profit: Foundation of Human Society
Section 2 Epistemology and Methodology of Customers First, Profits Second
Section 3 The Value of Customers First, Profits Second
Chapter 4 Meticulous Services and Tremendous Satisfaction to Customers
Section 1 Menticulous Services
Section 2 Surprisingly great Satisfaction for Customers
Chapter 5 Great Pleasure Derived From CustomersTremendous Satisfaction
Section 1 Guests Surprise and Golden Key Brand
Section 2 Ideal Service and Demand for Self-Actualization
Section 3 Achieving a Rich Life
Chapter 6 Golden Key Service and "Chinese Service"
Section 1 "Chinese Service"
Section 2 Chinese Service Model
Section 3 Golden Key Service and "Chinese Service"
Part II The Skills
Chapter 1 Service Spirit
Chapter 2 First Impressions
Chapter 3 In-depth Understanding
Chapter 4 Team Operation
Part III Guidance
Chapter 1 Golden Key Highlighting the Olympic Games
Chapter 2 Golden Key Service: Yesterday, Today and Tomorrow
I. Glittery Golden Key
II. Rise of Golden Key China
III. The Spirit of Golden Key
IV. Difficulties and Experience of Golden Key Service
V. System Innovation of Golden Key
Part IV Practice
Chapter 1 Outlook of Golden Key China for 2000
I. Experience
II. Proposed Steps
Chapter 2 Review and Prospects of Golden Key China
Chapter 3 Access to the WTO and Chinese Hotel Golden Key Network Linkage
I. Three Major Opportunities for Chinas Hotel Industry
II. Three Major Challenges of Chinas Hotel Industry
III. Establishment of Golden Key Hotel Alliance to Build a World Brand of Chinese Hotels
Chapter 4 Golden Key China with New Ideas,New Thoughts and New Situation
I. Overview of Golden Key China
II. Guiding Ideology, Basic Objectives and Working Principles of Golden Key China
III. Specific Implementation Plan of Golden Key China (2002-2005)
Chapter 5 Internationalized Golden Key China with the Independent Brand
Chapter 6 Faith and Pursuit, Brand and Future
Chapter 7 Brand Management and Development,Service Network and Innovation
Chapter 8 Golden Key China with Higher Service Quality, Faster Service Efficiency and Stronger Service Network
Chapter 9 Global Network-based Golden Key Service
Chapter 10 Golden Key China Moving towards Brilliance
Chapter 11 Operation, Management and Service of Golden Key China
Chapter 12 Brand Management and Service of Golden Key China
Chapter 13 Chinese Service ? Brand Culture
I. Education Culture
II. Management Culture
III. Service Culture
Chapter 14 Golden Key Making the World Full of Love
Chapter 15 Chinese Service in the Network Times
Chapter 16 Golden Key Service Alliance Based on the Internet
Postscript

张斌，哲学博士，曾任中国旅游出版社、旅游教育出版社社领导。长期跟踪研究中国金钥匙发展，策划出版《金钥匙品牌服务系列》《金钥匙服务学》等图书，著有《休闲权利论》，在《旅游学刊》《中国旅游报》等国家核心期刊发表多篇文章。
Zhang Bin, doctor of philosophy, was once chief of the China Tourism Publishing House and the China Tourism Education Press. Based on his long-time study of China s Golden Key Service, he has published books including China s Golden Key Brand Series, Golden Key Service Study and On the Rights to Leisure. He has also published a series of articles in national journals such as Tourism Tribune and China Tourism News.

王伟，中国金钥匙首席培训导师，曾任厦门悦华酒店常务副总，厦门国际会展酒店总经理，厦门理工观光与酒店管理学院院长。现任鼓浪屿投资发展有限公司总经理。曾编写《金钥匙品牌服务系列》等图书。
Wang Wei, chief training instructor of China Golden Key, once served as Executive Vice President of the Yeohwa Hotel in Xiamen, President of the Xiamen International Seaside Hotel, Dean of the Xiamen Institute of Hotel Management. He is now General Manager of the Gulangyu Islet Investment & Development Co., Ltd. His published works include China s Golden Key Brand Series.

中国金钥匙——中国服务代表和先行者，G20杭州峰会中外元首来宾服务的提供者，北京奥运会受邀请的品牌服务组织，世界首富比尔?盖茨来华的接待者

张斌、王伟编著的《中国金钥匙服务哲学（英文版）》从金钥匙服务品牌在中国的发展足迹、多年的艰苦实践，以及发展现状，阐述了金钥匙这一服务品牌的内涵和特质，分别从理论、实例以及中国金钥匙组织历年年会演说词的方式，系统地介绍金钥匙服务的服务价值观、方法论，服务标准、服务精神和服务目标，深入分析了中国金钥匙服务哲学与西方金钥匙服务理念在本质上的区别，什么是服务、什么是金钥匙服务、什么是中国金钥匙服务哲学，如何修炼世界顶级服务心法，成就既有中国传统文化精髓，又有与国际接轨的创新模式的“中国服务”，形象生动地解读了金钥匙 “用心极致、满意加惊喜、在客人的惊喜中找到富有的人生”的终极追求。

中国金钥匙——中国服务代表和先行者，G20杭州峰会中外元来宾服务的提供者，北京奥运会*邀请的品牌服务组织，世界富比尔?盖茨来华的接待者 

张斌、王伟编著的《中国金钥匙服务哲学（英文版）》回顾了金钥匙服务品牌在中国的发展足迹，以及发展现状，阐述了金钥匙这一服务品牌的内涵和特质。本书的第一部分从理论的角度来介绍金钥匙的发展历史，以及在中国的发展历程，并阐述了金钥匙的本质和内涵。第二部分以实例的方式，形象生动地展示了金钥匙“用心极致、满意加惊喜、在客人的惊喜中找到富有的人生”的终极追求，第三四部分均为金钥匙组织从成立至今的讲话集，从中可以了解金钥匙在中国的发展历程、遭遇的困境、采取的措施、面临的机遇和挑战，是一部生动详尽的中国金钥匙发展史。