The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company - Michelli, Joseph A., 1960- (New York : McGraw-Hill, 2008)
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.
Includes bibliographical references (p. 265-271) and index.
Keywords: Ritz-Carlton Hotels (Firm) -- Management -- Case studies; Leadership; Total quality management; Corporate culture; Customer services; Success in business