Michelli, Joseph A.,  1960- <br/><br/>
The new gold standard :  5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / 
Joseph A. Michelli. 
 - xvi, 284 pages :  illustrations (some color) ;  23 cm 
<br/><br/>Includes bibliographical references (pages 265-271) and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>0071548335 (alk. paper) 9780071548335 (alk. paper) 
<br/><br/><label>LCCN: </label>2008007056 
<br/><br/><label>Subjects--Corporate Names: </label><br/>Ritz-Carlton Hotels (Firm)--Management--Case studies.
<br/><br/><label>Subjects--Topical Terms: </label><br/>Leadership.<br/>Total quality management.<br/>Corporate culture.<br/>Customer services.<br/>Success in business.
<br/><br/><label>LC Class. No.: </label>HD57.7  / .M525 2008 
<br/><br/><label>Dewey Class. No.: </label>658.4/092