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1 GDP , , , , ,239 7 http : // http : // 2010/index.htm Bart Van Looy, Paul Gemmel and Roland Van Dierdonck ed Service Management : An Integrated Approach, Second Edition, Prentice Hall., pp
2 The Ritz-Carlton Hotel 6, , J. D Resources Based ViewJay Barney, Firm Resources and Sustained Competitive Advantage, Journal of Management, Vol.17 No.1. March 1991., pp
3 , m The Ritz-Carlton Hotel 1898 César Ritz J. D. http : //japan.jdpower.com/news/ /
4 Edward N. Wyner 1961 W Gerald W. Blakely 1983 B William B. Johnson L. L. C Marriot International Inc Gold Standard BP Joseph A. Michelli 2008 The New Gold Standard, McGraw Hill Books, pp The Ritz- Carlton : Press : Fact sheet http : //corporate.ritzcarlton.com/en/press/factsheet.htm
5 The Credo The Motto We are Ladies and Gentlemen serving Ladies and Gentlemen. Servant Ladies and Gentlemen L. L. C. J. A. Michelli, op. cit., pp , pp , pp The Ritz-Carlton Hotel Company, L. L. C. http : //corporate.ritzcarlton.com/en/about/goldstandards.htm Credo credo Credo
6 L. L. C. 5 L. L. C. 3 The Three Steps of Service TheEmployeePromise
7 671 Service Values : I Am Proud to Be Ritz-Carlton T F I G 7 T Talent F Fit I Investment G Growth Recognition 7 GIFT Quality Management J. A. Michelli, op. cit., pp , pp
8 QSP Quality Selection Process QSP QSP QSP Quality Management QSP 11 Caring Empathy Exactness Learner Persuasion Positively Self-ethic Service Team Work ethic Relationship extension BP part DISC
9 Day 21 Day job description OJT : On the Job Training 3 Day 21 Day Lateral Service J. A. Michelli, op. cit., p J. A. Michelli, op. cit., pp Paul Hemp, My week as a Room-Service Waiter at the Ritz, Harvard business Review, 2002 June., pp Diamond
10 E-learning Lateral Service 23 5 The Global Learning Center The Leadership Center Mystique CRM : Customer Relationship Management J. A. Michelli, op. cit., p.83., pp , p J. A. Michelli, op. cit., pp CU!
11 675 1 Lineup Daily Lineup The Commitment to Quality Story of Excellence, Wow Stories! Works DIAMOND 4 DIAMOND
12 Empowerment Good Idea System Good Idea System 28 3 First Class Five Star First Class recognition cards FIRST CLASS! Five Star J. A. Michelli, op. cit., pp J. A. Michelli, op. cit., vs
13 CS : Customer Satisfaction SQI : Service Quality Indicator SQI SQI J. A. Michelli, op. cit., p Softnomics Chris Denove and James D. Power 2006 SATISFACTION, J. D. Power and Associates. J. D
14 Guest Personal Preference Preference Pad 34 GIA : Guest Incident Action form Opportunity J. A. Michelli, op. cit., pp !
15 Internal Customer ES : Employee Satisfaction 5 37 OS : Owner Satisfaction 38 1! MR. BIV MistakeRework BreakdownInefficiency Variation J. A. Michelli, op. cit., pp J. A. Michelli, op. cit., pp Employee SatisfactionEmployee Engagement 44 J. A. Michelli, op. cit., pp S. The
16 680 8 James L. Heskett, Tomas O. Jones, Gray W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger, Putting the Service-Profit Chain to Work, Harvard Business Review, March-April 1994., p.166 DIAMOND Service Profit Chain James L. Heskett, Tomas O. Jones, Gray W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger, Putting the Service-Profit Chain to Work, Harvard Business Review, March-April 1994., pp DIAMOND DIAMOND DIAMOND Ibid. pp
17 First Class Five Star Ibid. pp J. A. Michelli, op. cit., p J. A. Michelli, op. cit., p P. Hemp, op. cit., p RosaChunandGrayDavies, Employee Happiness Isn t Enough to Satisfy Customers, Harvard Business Review, April 2009., p.19. DIAMOND DIAMOND R. Chun and G. Davies, op. cit., p Ibid., p
18 tacit knowledge explicit 5 Ikujiro Nonaka and Hirotaka Takeuchi 1995, The Knowledge-Creating Company : How Japanese Companies Create the Dynamics of Innovation, Oxford University Press., p
19 683 knowledge Socialization OJT Ikujiro Nonaka and Hirotaka Takeuchi 1995, The Knowledge-Creating Company : How Japanese Companies Create the Dynamics of Innovation, Oxford University Press., p.62., Figure Michael Polanyi 1958, Personal Knowledge : Towards a Post-Critical Philosophy, Routledge & Kegan Paul, London., pp Michael Polanyi 1966, The Tacit Dimension, Routledge & Kegan Paul, London I. Nonaka and H. Takeuchi, op. cit., p I. Nonaka and H. Takeuchi, op. cit., p P. Hemp, op. cit., pp
20 Externalization Wow Story GIA 3 Combination SQI GIA 4 Internalization 3 J. A. Michelli, op. cit., pp Associé
21 685 phronesis 56 pru- dencecommon good Win. 113 phronesisingram Bywater 1894, Aristotelis Ethica Nicomachea, Oxonii : E Typographeo Clarendoniano W. Ross Ashby 1956, An Introduction to Cybernetics, Chapman & Hall., pp J. A. Michelli, op. cit., pp , pp
22 Day 21 Day J. A. Michelli, op. cit., pp
23 687 SQI GIA 10 10
24 No 1 α BP vs vs one BP one Bart Van Looy, Paul Gemmel and Roland Van Dierdonck ed. 2003, Service Management : An Integrated
25 689 Approach, Second Edition, Prentice Hall Chris Denove and James D. Power 2006, SATISFACTION, J. D. Power and Associates. J. D Edwin D. Fuller 2011, You Can t Lead With Your Feet On The Desk, John Wiley & Sons Ikujiro Nonaka and Hirotaka Takeuchi 1995 The Knowledge-Creating Company : How Japanese Companies Create the Dynamics of Innovation, Oxford University Press Ingram Bywater 1894, Aristotelis Ethica Nicomachea, recognovit brevique adnotatione critica instruxit I. Bywater, Oxonii : E Typographeo Clarendoniano James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger 1997, The Service Profit Chain, The Free Press. CS 1998 James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger 2003, The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees, TheFreePress James L. Heskett, W. Earl Sasser, Joe Wheeler 2008, The Ownership quotient : putting the service profit chain to work for unbeatable competitive advantage, Harvard Business School Publishing Corporation Jan Carlzon 1985, RIV PYRAMIDERNA, Albert Bonniers Förlag AB, Stockholm, Sweden. SAS1990 Joseph A. Michelli 2008, The New Gold Standard, McGraw Hill Books Leonardo Inghilleri and Micah Solomon 2010, Exceptional Service, Exceptional Profit : The Secerts of Building a Five-Star Customer Service Organization, AMACOM Michael Polanyi 1958, Personal Knowledge : Towards a Post-Critical Philosophy, Routledge & Kegan Paul, London Michael Polanyi 1966, The Tacit Dimension, Routledge & Kegan Paul Ltd., London W. Ross Ashby 1956, An Introduction to Cybernetics, Chapman & Hall MOOK Vol
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28 TOP TOP CU Works DIAMOND DIAMOND 4 DIAMOND James L. Heskett, Tomas O. Jones, Gray W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger Putting the Service-Profit Chain to Work Harvard Business Review, March-April 1994., pp DIAMOND DIAMOND DIAMOND Jay Barney Firm Resources and Sustained Competitive Advantage Journal of Management, Vol.17 No.1. March 1991., pp Masaru Yamashita and Tatsuya Uenoyama Boundaryless Career and adaptive HR practices in Japan s hotel industry Career Development International, Vol.11 No.3, 2006., pp Paul Hemp, My week as a Room-Service Waiter at the Ritz, Harvard business Review, 2002 June., pp DIA- MOND DIAMOND RosaChunandGrayDavies Employee Happiness Isn t Enough to Satisfy Customers Harvard Business Review, April 2009., p.19. DIAMOND DIAMOND CS
29 693 Softnomics GM MOOK Vol Associé DO IT! CS 2 DVD CD-ROM Malcolm Baldrige National Quality Award 1999 Award Recipient, Service Category The Ritz-Carlton Hotel Company, L. L. C. http : // J. D. POWER ASIA PACIFIC http : //japan.jdpower.com/news/ / The Ritz-Carlton Hotel Company, L. L. C. http : //corporate.ritzcarlton.com/
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The Knowledge-Creating Company How Japanese Companies Create the Dynamics of Innovation The Tacit Dimension Post-Capitalist Society Booz Allen Hamilton Management Journa European Management
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