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正版新书]中国金钥匙服务哲学张斌9787508538662
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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 China’s 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 Customers’Tremendous 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 China's Hotel Industry
II. Three Major Challenges of China’s 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
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。
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,厦门靠前会展酒店总经理,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。
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。
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