中国金钥匙服务哲学
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作者张斌,王伟 编著;王国真 译
出版社五洲传播出版社
ISBN9787508538662
出版时间2018-01
装帧平装
开本16开
定价98元
货号1201629121
上书时间2024-05-30
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作者简介
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。
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 Chinas 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
III. Specific Implementation Plan of Golden Key China (2002-2005)
Chapter 5 Internationalized Golden Key China with the Independent Brand
Chapter 6 Faith and Pursuit, Brand and Future
Chapter 7 Brand Management and Development,Service Network and Innovation
Chapter 8 Golden Key China with Higher Service Quality, Faster Service Efficiency and Stronger Service Network
Chapter 9 Global Network-based Golden Key Service
Chapter 10 Golden Key China Moving towards Brilliance
Chapter 11 Operation, Management and Service of Golden Key China
Chapter 12 Brand Management and Service of Golden Key China
Chapter 13 Chinese Service ? Brand Culture
I. Education Culture
II. Management Culture
III. Service Culture
Chapter 14 Golden Key Making the World Full of Love
Chapter 15 Chinese Service in the Network Times
Chapter 16 Golden Key Service Alliance Based on the Internet
Postscript
内容摘要
张斌、王伟编著的《中国金钥匙服务哲学（英文版）》从金钥匙服务品牌在中国的发展足迹、多年的艰苦实践，以及发展现状，阐述了金钥匙这一服务品牌的内涵和特质，分别从理论、实例以及中国金钥匙组织历年年会演说词的方式，系统地介绍金钥匙服务的服务价值观、方法论，服务标准、服务精神和服务目标，深入分析了中国金钥匙服务哲学与西方金钥匙服务理念在本质上的区别，什么是服务、什么是金钥匙服务、什么是中国金钥匙服务哲学，如何修炼世界很好服务心法，成就既有中国传统文化精髓，又有与靠前接轨的创新模式的“中国服务”，形象生动地解读了金钥匙 “用心很好、满意加惊喜、在客人的惊喜中找到富有的人生”的优选追求。
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