How do you fix a broken customer? Spend an hour with Ron Zemke's Service Recovery and discover the steps to take after a product or service breakdown to satisfy

Based on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class r

Bestselling author and renowned Buddhist teacher Noah Levine adapts the Buddha's Four Noble Truths and Eight Fold Path into a proven and systematic approach to

If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the fascinating premise of From Impressed to Obsessed, a book tha

The aim of this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality. It provides a benchmark of current