目录 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
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