Unreasonable Hospitality

The Remarkable Power of Giving People More Than They Expect

Customer Experience Management in the Caribbean

Concepts, Case Studies and Challenges

Service Management Principles for Hospitality & Tourism in the Age of Digital Technology

World Class Service

101 ways to deliver exceptional customer experiences

Customer-Dominant Logic

Customer-Dominant Management as a New Target in Relationship Marketing

Creating a Customer Experience-Centric Startup

A Step-by-Step Framework

Hospitality Mentality

Create Raving Fans Through Your Guest Experience

Customer Service for Hospitality and Tourism

Digitalisation in Mobility Service Industry

A Survey-based Expert Analysis

Quality Management for Services

Handbook for Successful Quality Management. Principles – Concepts – Methods

Delivering Fantastic Customer Experience

How to Turn Customer Satisfaction Into Customer Relationships

Service Excellence in Organizations, Volume I

Eight Key Steps to Follow and Achieve It

Service Excellence in Organizations, Volume II

Eight Key Steps to Follow and Achieve It

How to Start A Telephone Answering Service

How to Start and Run a B&B, 4th Edition

Intercultural Service Encounters

Cross-cultural Interactions and Service Quality

Spirit of Hospitality

How to Add the Missing Ingredients Your Business Needs

Brand Fans

Lessons from the World''s Greatest Sporting Brands

Hello!

And Every Little Thing That Matters

Complaint Management and Channel Choice

An Analysis of Customer Perceptions

Hotel Manager's Handbook

189 Techniques for Achieving Exceptional Guest Satisfaction

Legendary Service: The Key is to Care

New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

100 Tips for Hoteliers

What Every Successful Hotel Professional Needs to Know and Do

Winning at Service

Lessons from Service Leaders