000			01725cam a2200313 a 4500
005			20080905195812.0
008			080214s2008 nyua b 001 0 eng
010			_a 2008007056
020			_a0071548335 (alk. paper)
020			_a9780071548335 (alk. paper)
035			_aEN
040			_adpl _bEnglish
082			_a658.4092
100			_aMichelli, Joseph A.,
245			_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			_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			_aRitz-Carlton Hotels (Firm) _xManagement _vCase studies.
650			_aLeadership.
650			_aTotal quality management.
650			_aCorporate culture.
650			_aCustomer services.
650			_aSuccess in business.
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cCF
999			_c19044 _d19044