TY  - BOOK
AU  - Michelli,Joseph A.
TI  - The new gold standard: 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company 
SN  - 0071548335 (alk. paper)
AV  - HD57.7 .M525 2008
U1  - 658.4/092 22
PY  - 2008///
CY  - New York
PB  - McGraw-Hill
KW  - Ritz-Carlton Hotels (Firm)
KW  - Management
KW  - Case studies
KW  - Leadership
KW  - Total quality management
KW  - Corporate culture
KW  - Customer services
KW  - Success in business
N1  - Includes bibliographical references (p. 265-271) and index; The 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
ER  -