Book Description
WAKE UP AND SMELL THE SUCCESS!
You already know the Starbucks story. Since 1992, its stock has risen a staggering 5,000 percent! The genius of Starbucks success lies in its ability to create personalized customer experiences, stimulate business growth, generate profits, energize employees, and secure customer loyalty-all at the same time.
The Starbucks Experience contains a robust blend of home-brewed ingenuity and people-driven philosophies that have made Starbucks one of the world's “most admired” companies, according to Fortune magazine. With unique access to Starbucks personnel and resources, Joseph Michelli discovered that the success of Starbucks is driven by the people who work there-the “partners”-and the special experience they create for each customer. Michelli reveals how you can follow the Starbucks way to
- Reach out to entire communities
- Listen to individual workers and consumers
- Seize growth opportunities in every market
- Custom-design a truly satisfying experience that benefits everyone involved
Filled with real-life insider stories, eye-opening anecdotes, and solid step-by-step strategies, this fascinating book takes you deep inside one of the most talked-about companies in the world today.
For anyone who wants to learn from the best-and be the best-The Starbucks Experience is a rich, heady brew of unforgettable user-friendly ideas.
Customer Reviews:
"We are in the people business selling coffee.".......2007-10-22
In 1971, an idea formulated in Seattle, Washington to create European-styled coffee-houses has blossomed into a cultural (and ever increasingly) global phenomenon. Starbucks Coffee is one of our most respected and successful companies. Stores are found in thirty-seven countries, and five new stores open every day. Starbucks has thirty-five million customer visits per week, along with eighteen visits a month per customer. According to Mr. Howard Schultz, Chairman of the Board, "We are not in the coffee business serving people, we are in the people business serving coffee."
Dr. Joseph Michelli, an organizational psychologist, founder of Lessons for Success, and talk show host in Colorado, has written a book that concisely analyzes the unique customer and employee/partner-focus of Starbucks Corporation. He observed that there were two levels at Starbucks that distinguished them from other companies: 1) A very unique corporate culture, and 2) The values of that culture are passed down to their partners (employees are called "partners" at Starbucks).
Dr. Michelli has determined that five factors form the foundation to the success of Starbucks:
1. Make It Your Own: At Starbucks, partners are encouraged to welcome customers and learn their names.
2. Everything Matters: A consistent image and character are found in every store. "Retail is detail."
3. Surprised And Delighted: Partners go the extra mile to offer superior customer service.
4. Embrace Resistance: "When presented with negative feedback by a customer, recognize you may have an opportunity to actually strengthen that relationship."
5. Leave Your Mark: Environmental leadership, social responsibility, and health-care benefits for part-time partners.
During his eighteen months on this project, the author provided examples from Starbucks partners, managers, and customers. For me, two customer testimonies stood out:
One woman met her future husband at Starbucks. The staff from her local store attended the wedding, and donated coffee. When her husband died tragically a year later of cancer, the same staff members were at the funeral.
Another customer was having a bad day, and forgot her wallet when she went to pay for her coffee. The barista said, "Don't worry. You can pay me tomorrow."
Dr. Michelli does an excellent job to explain the secrets to the success of Starbucks, and how other companies can emulate their methods. He concisely summarizes key components, and provides significant quotes from a variety of sources. The next time that you visit your local Starbucks, you can impress one of the partners with the following: "Your busiest store is in Tokyo. You buy 4% of the world's coffee. Today, you opened five new stores."
All fluff no substance.......2007-10-05
This is a charming book and I've learned a lot about Starbucks by reading it. However, it was all fluff and no real substance and it came across as a PR piece for Starbucks.
If you're expecting a book that will give you some insight as to how to replicate the "Starbucks experience", you won't find that here. In truth, I read 1/2 to 3/4 of this book and gave up on it. After a while, it became tiresome to read anecdote after anecdote without any real substance behind it.
Highly Recommended Reading.......2007-10-03
Why has Starbuck's seen such phenomenal success and growth in a highly competitive niche? How have they becoming synonymous with coffee the way Kleenex is to tissue?
Michelli makes the case that it's partly consistent quality coffee, but much more so the whole "experience" consumers can expect at any Starbucks.
The author breaks down what makes up the Starbucks Experience into:
1) MAKE IT YOUR OWN
2) EVERYTHING MATTERS
3) SURPRISE AND DELIGHT
4) EMBRACE RESISTANCE
5) LEAVE YOUR MARK
He fills the book with stories that demonstrate the points made which makes it very readable. I did find the distinction between items 1-3 above a little vague and that many of the examples could easily have fit into one of the other categories he created.
I would be fascinated to hear more about how Starbuck's screens to get employees that give service well beyond the norm.
If your vocation involves any level of customer service this is for you and great to share with your friends, employees and business partners.
starbucks is special because it is personal.......2007-09-20
this book shows why starbucks is special. At first blush, it is so glowing in its praise that it seems like propaganda. But the sheer volume of anecdotes and the homely feel of many of them quickly sink in. One in particular sticks in my mind. A starbucks shop was hiring partners (employees) and decided to hire some local homeless people. The partners chipped in to buy them suitable clothes until they could earn enough to stand on their own. Now tell me, why can't other companies do this? good question.
Attention to Details.......2007-09-16
The Starbucks Experience provides an interesting insite as to keeping it simple and staying focused on details. From the fields to the customers, a total focus on details makes the Starbucks Experience a terrific guide on how to conduct business.
Amazon.com
Since 1987, Starbucks's star has been on the rise, growing from 11 Seattle, WA-based stores to more than 1,000 worldwide. Its goals grew, too, from the more modest, albeit fundamental one of offering high-quality coffee beans roasted to perfection to, more recently, opening a new store somewhere every day. An exemplary success story, Starbucks is identified with innovative marketing strategies, employee-ownership programs, and a product that's become a subculture.
Whether you're an entrepreneur, a manager, a marketer, or a curious Starbucks loyalist, Pour Your Heart into It will let you in on the revolutionary Starbucks venture. CEO Howard Schultz recounts the company's rise in 24 chapters, each of which illustrates such core values as "Winning at the expense of employees is not victory at all."
Book Description
Since 1987, Starbucks's star has been on the rise, growing from 11 Seattle, WA-based stores to more than 1,000 worldwide. Its goals grew, too, from the more modest, albeit fundamental one of offering high-quality coffee beans roasted to perfection to, more recently, opening a new store somewhere every day. An exemplary success story, Starbucks is identified with innovative marketing strategies, employee-ownership programs, and a product that's become a subculture. Whether you're an entrepreneur, a manager, a marketer, or a curious Starbucks loyalist, Pour Your Heart into It will let you in on the revolutionary Starbucks venture. CEO Howard Schultz recounts the company's rise in 24 chapters, each of which illustrates such core values as "Winning at the expense of employees is not victory at all."
Customer Reviews:
Not as good as I expected.......2007-10-22
I think the reason I am giving this 3 stars is because I had just finished Richard Bransons "Loosing My Viriginity" autobiography. That books really sets the standards on what an interesting, well written autobiography should be. A great read.
Anyways back to this book. Its all a bit of a dull read really. It somehow doesnt capture what should be an exciting journey. Maybe it is just hard to make coffee exciting. There are parts of it that are sort of interesting, reading about the times Howard spent in Italy researching coffe shops there was probably as good as it got.
But really, it is difficult to finish this book. But at the same time its not the worst ever. Hence the 3 stars.
starbucks is special because it is personal.......2007-09-20
this book tells the very personal story of how Howard Schultz discovered, changed and created the Starbucks we know. Schultz grew up in the projects in Broooklyn, NY, moved away to college in the midwest and became a driven sales rep. He then discovered Starbucks which was a supplier of coffee beans of the best quality. The owner/managers were extremely fastidious about quality and Schultz adopted this obsession with excellent coffees. He realized the appeal not only of excellent coffee, but of the cafe, a place to socialize and enjoy the drink. Eventually he left starbucks to found Il Giornale, the precursor of starbucks cafes, then returned to buy starbucks and the name. From that time, he embarked on a dramatic, high paced quest to expand starbucks into a reknowned supplier of the best coffees and the most appealing coffee shops, enlisting a number of equally driven as well as scrupulous team mates along the way. Unmistakably, the journey was and is marked by integrity, fanatical devotion to quality, courage, care for the partners (employees) and customers as individuals. Moreover, the personal approach to the product is illustrated by the great care, almost trepidation, taken before a new product is introduced. And equally noteworthy is the source of the new product: requests by customers, as relayed by the store partners. For instance, the frappuccino. On the other hand, the team is able to invest on a fantastic scale and at impressive speed to expand the reach of starbucks.
To better understand starbucks, if you don't already, read this book.
Finally, this book tells why starbucks is radically different from fast food places which also happen to serve coffee.
Intriguing Entrepreneurial Story - Good Read.......2007-08-12
This book reads like a novel, keeps you interested, and also gives amazing insight into entrepreneurship and one of America's most interesting cultural icons. I enjoyed both the topics and the style of the book. highly recommended for anyone who is interested in business, entrepreneurship, and marketing.
Pour Some Truth Into It.......2007-07-31
One reviewer here points out that Howard, being from Brooklyn and later working out of New York, "failed to cross the bridge and discover Little Italy where they had been making lattes and cappuccinos for decades."
It suddenly occurred to me, not only did Scultz fail to discover Little Italy before he made his famous trip to Milan in 1983 as a Starbucks employee, but he actually contradicts himself in the book about America's intro to lattes and cappuccinos. Example: page 53 - his "first taste" of a caffe latte in Verona: "No one in America knows about this . . .etc." Then pages 58, 59: When he has his first "test run" of an espresso bar (April '84) "As far as I know, America was first introduced to caffe latte that morning."
Problem is, on pages 81-84 when he becomes associated with Dave Olsen to start Il Giornale, he gives the following background on Olsen: "In the Fall of 1974 he opened Cafe Allegro on an alley just opposite main entrance to UW campus. Few Americans knew the term caffe latte in those days. He made a similar drink and called it a cafe au lait." This was 10 years prior to his espresso experiment in downtown Seattle!
Did Schultz rewrite history in order to sell a book? That clearly wouldn't have been necessary. But there is an additional problem. I have a friend who worked at the University Village store in 1977 who has a story that similarly contradicts Schultz's timeline. He told me the following: "During our training at Starbucks they pulled out an espresso maker to show us how to make capuccinos (only to demo the machines since they weren't making drinks for sale). The person doing the demo started with more-or-less an apology - something like "foaming milk is hard to do and the goal is to just get the top of the drink completely covered with foam". Meanwhile I had discovered 2 espresso houses in Seattle (the Allegro and the Last Exit Off Broadway). They were making good lattes (then called café au-laits) with lots of foam. I realized that either our machines were merely toys, or the person giving the demo at Starbucks did not know how to properly foam milk. I went across the street to QFC, bought a gallon of milk, set up a machine in the shop, and proceeded to foam milk until I could do it the right way. It took most of the gallon to do it but I was able to produce 3 times the amount of foam (on a volume basis) as the milk I was using." This was in 1977, seven years before Schultz' test run of an espresso bar in downtown Seattle!
Although I thoroughly enjoyed the book, I would be interested to know if someone can shed any light on this obvious discrepancy.
An Entrepreneur's Guide to How to Make it Big.......2007-07-04
Schultz not only is a great storyteller; he provides the reader with so many ways to refer back to the book with his catchy subtitles and quotes. What struck me most was his ability to reiterate time and time again the importance of relationships and how you treat your people to the success of any organization. His remark that a business who is satisfied with serving a customer coffee from a pot that is sitting there for an hour is not one he wants to deal with shows just how important it is to set standards and keep them.
Book Description
"If you look at Southwest Airlines, and I admire what they do, they've been the most successful airline in the industry."
--Gerard Arpey, CEO, American Airlines
"Through extensive research Jody Hoffer Gittell gets to the bottom of what has sustained Southwest Airlines' positive employee relations and high performance through good and bad times."
--Thomas A. Kochan, professor, MIT Sloan School of Management, MIT Global Airline Industry Program
In an industry with losses in the billions, Southwest Airlines has an unbroken string of 31 consecutive years of profitability. The Southwest Airlines Way examines how the company uses high-performance relationships to create enormous competitive advantage in motivation, teamwork, and coordination among employees. It then goes further to show how any company can foster these powerful cooperative relationships and explains how to:
- Lead with credibility and caring
- Invest in frontline leaders
- Hire and train for relational competence
- Use conflicts to build relationships
- Make unions its partners, not its adversaries
- Build relationships with its suppliers
Download Description
Drawing on extensive research and interviews with frontline Southwest employees, managers, and senior executivesB-B-The Southwest Airlines Way explains how Southwest's relationship-based performance principles can be adopted by managers in any industry, with dramatic results.
Customer Reviews:
Useful for IO Psyc class.......2007-09-22
Got the book for my Industrial Organizational Psychology class. It's a pretty interesting read. I recommend it to anyone looking to study IO Psyc.
Over The Top View of Supposed Perfection.......2007-04-27
I got about halfway through this book and couldn't stand the back slapping tummy rubbing view of perfection portrayed by the author. I lent the book to a colleague who has worked at Southwest and they agreed. Perhaps if you hadn't worked in the game it would be a better book. problem is Southwest probably deserves a better book because they are a great success story - just don't have an author crow so hard about it and detract from the true story. I rate the book three stars (possible generous) simply because I couldn't bear to read it all. For the money I recommend 'Hard Landing' by Petzinger as far more worthwhile ('From Worst to First' is also better).
A little heavy on the chest beating.......2007-01-30
The first part of the Audio CD was a turn-off. The title begins by trumpeting the virtues of Southwest. Not only was that not necessary, it gets old very quickly. Once that is over, the discussion is quite a bit more interesting. The philosophy that Southwest operates under is presented in a "top ten list" format. In addition, the author discusses how each of the ten items is necessary for the formula to work, and thus why many companies have failed to improve when trying to use only some of Southwest's techniques.
I would recommend this title only after reading other business titles. Two in particular are "From Good to Great" by Jim Collins and "First, Break all the Rules" / "Now, Discover your Strengths" by Marcus Buckingham. I feel this book doesn't stand well by itself; rather it is a case study of these two works, and probably a few others I haven't read yet.
I recommend the former because Jim Collins notes long term successful businesses all figure out their key performance metric and subordinate all business processes to it. The first part of "The Southwest Airlines Way" speaks right to this point. Aircraft turn around is Southwest Airline's key metric, they do it better than their competitors, and all of the 10 points support minimizing the metric.
The latter references by Buckingham theorize that people's talents are fixed, not learned. Thus, Buckingham recommends hire for the talents you need, as it is a waste of resources to try and train the untalented. This goes hand-in-hand with Southwest Airlines interviewing for, and only accepting, applicants with natural aptitude in people skills. Southwest Airlines ten points to success follow many of Buckingham's observations (recommendations) on how to successfully manage employee talent.
The Southwest Airlines Way.......2006-11-10
This is a great book on the study of Organizational Behavior. It provides great examples and keys elements to running a successful company. As a college student, this book has been invaluable as a source of information for various classes. I highly recommend this book to any student of Human Resource Management or Organizational Behavior.
High performance relationships - the key to Southwests success.......2006-04-02
The book is about how although Leadership, culture, strategy and co-ordination have been critical for SW's amazing performance uptill now the hidden factor is the high performance relationships that permeate the organisation. One person working in isolation does not deliver customer satisfaction. Only a group of people working as a single unit with no friction, hidden agendas or dysfucntional incentives can do that. Above all a group of people with outstanding relationships.
Some of the key practices at SW expanded in the book are:
1. Lead with credibility and caring
2. Invest in frontline leadership (high supervisory staffing levels)
3. Hire and train for relational competence
4. Use conflicts to build relationships
5. Bridge the work/family divide by bringing family into the organisation
6. Create boundary spanners (people at the edges of two divisions who help co-ordinate between them)
7. Avoid finger pointing - measure performance broadly
8. Keep jobs flexible at the boundaries
9. Make unions your partners, not adversaries
10. Build relationships with your suppliers
One interesting similarity between the Toyota way principles and the South West way I noted was that they both believe in long term consistent profit growth (organic if possible) and they believe in not laying off people during hard times. I think this contrasted a little bit with Jack Welch's approach of faster growth through acquisition where appropriate and his belief that you should regularly ask the bottom performers to leave the company to get rid of the deadwood. The other similarity between Toyota and SW was their willingness to get in bed with their suppliers and their belief that culture was everything.
Customer Reviews:
Don't start a hospitality career without it.......2006-09-02
There is scarcely any room in modern business for the technologically naive worker. This is especially so in hospitality where information is the competitive edge in a highly competitive industry.
The useful book is divided into two parts with a total of eleven chapters. The first part talks about the basics of information technology. The discussion is crisp and thorough and could be useful to anyone who was just beginning to consider the rôle of information technology in business. The overall tone and message of the book is set in chapter 2: Using Information Technology for Competitive Advantage. This is a book about the part that information plays in the business strategy of hospitality organizations.
The second part covers specific needs of the modern hospitality organization. The chapters deal with E-commerce, restaurant management systems, property management systems and interfaces, hotel global distribution systems and channels, databases and more. There is a chapter called The Power of Information that is one of the best examples of useful philosophy that I've ever seen in a business text.
Each chapter begins with an interview with someone who has coped with infomanagement in a practical setting. The interviews could stand to be a little tighter, but they allow students a soft intro to each chapters topic while humanizing the concerns expressed in the chapter. The interviews are one of the aspects of the book that make it so much better than anything else available. The authors wisely refrain from recommending specific solutions to problems of information gathering and analysis. The emphasis is relentlessly on the needs of business strategizing.
This is one of those rare books that manages to talk about a quickly changing situation without becoming immediately obsolete. It is written in an easy style that students (and faculty and professionals) will find approachable. It would be an excellent source for in-service training and I highly recommend it to any hospitality professional who wants to advance his or her career.
-Lynn Hoffman, author of The New Short Course in Wine and the forthcoming novel bang-BANG from Kunati Press.
A good and broad introduction to the technologies used today in the hospitality industry.......2006-06-09
This is an interesting and basic book for those planning to work in the hospitality industry to become familiarized with the technology issues and information systems they are likely to encounter in their jobs. The book isn't on the sharpest cutting edge of technology, but in an introductory book like this, that matters much less. It is the broad subjects of each chapter that matter most.
The book is eleven chapters in two parts. The first part consists of four chapters on computing basics. They discuss IT based careers in Hospitality, using IT for competitive advantage, computing essentials, and networks & security.
The second part has chapters on e-commerce, restaurant management systems, property management systems & interfaces, hotel global distribution systems, databases, the power of information, and strategic hospitality technology investment.
One interesting feature is that each chapter begins with a short interview with an authority in the field of the topic the chapter discusses followed by a short introduction.
The authors do a fine job of keeping the techo-speak to a very minimum because this book is focused for hospitality industry people rather than computer jocks. However, it is about IT matters rather than sunblock and chlorination levels for the hotel pool. So, with that little caveat, have fun!
Solid and worthwhile guide, if technically a little behind.......2004-07-27
An excellent grounding in systems fundamentals and the principal hospitality industry applications, as well as on the use of information technology for strategic operational advantages, on how the power of data analysis leads to better informed management, and on making strategic investments in technology. The appendices on using IT for intelligent marketing, revenue management and distribution channel management are especially worthwhile. The pace of technology has left some of the technology specifics rather out of date, especially the chapter and appendix on interface standards, although the latter do give a good grounding on why inter-systems communications have been such a problem. Overall a very worthwhile addition to the available literature and highly recommended.
Great perspective overview of a complex subject.......2004-07-09
This book makes great reading for students and veterans alike. After over 25 years in hospitality technology, I still found nuggets of golden information inside. Particularly useful are the sections on inventory management and channel distribution - two of the most complex and important subjects faced by managers in the hospitality industry today. This was written as a text. Well, I admit that I skipped the learning activities at the end of each section. But I made up for it by recommending the book to many industry friends.
Hospitality Technology Through a Firehose.......2004-06-16
This is an excellent beginner's guide to hospitality technology. It is a "Reader's Digest-on-Adkins-Diet" treatment but the authors hit some high points and de-mystify much of the jargon without bogging the reader down in too much information.
Each chapter begins with an interview of an industry luminary. While a tad superfluous, the interviews are a light-weight introduction of each topic, a reinforcement of the vocational pragmatism of the text and an attempt to humanize the subject matter.
The first two chapters are preachy but a good discussion of what IT (information technology) means in the context of hospitality and why one should care. For those just beginning their careers, or those who might have forgotten why we do what we do, they are worthwhile reading.
The balance of the book is a compendium of the major application sets specific to the industry - CRS, PMS, POS, CRM, MIS, EIS - and just in time to prevent TLA overload, includes segments on e-commerce (defined mostly as Internet purchasing methods) and a primer on how to specify, evaluate and acquire technology.
The authors are faithful throughout to the theme of technology for the sake of the business and emphasize strategic considerations at each turn. They reasonably stop short of defining or recommending specific business strategies, instead stressing the importance of aligning technology with the strategies of the organization as a whole.
Recommended reading for newbie's or baffled veterans trying to get their arms around IT hospitality concepts and issues.
(Review first appeared on Hotel-Online and in Hospitality Upgrade Magazine)
Book Description
This ground-breaking textbook covers all aspects of the subject and draws on a wide range of applications in the service industries. Three sections comprise this book: the first presents underpinning knowledge associated with Yield Management; the second examines contemporary models of Yield Management across a number of service sectors; and the third reviews how Yield Management acts as a decision support system for front-line staff and managers, and also highlights the growing importance of new technologies. The book concludes with a range of case studies taken from airlines, hotels, restaurants, cruise lines and leisure industries.
Customer Reviews:
Great book for the Hospitality Industry.......2005-09-27
I work with many hotels and have been impressed with the examples, experiences, and common practices of Revenue Management that are explained and demonstrated by Ingold, McMahon-Beattie, and Yoeman. For anyone specifically in the hotel industry this book is particually helpful, from beginners to advanced users of Yield Management techniques. This is well worth the money, and offers a great education. Enjoy!
Generally excellent overview of the field.......2002-08-15
I stumbled across this publication recently - not having been aware of the first edition, apparently published in 1997. In brief, it's the best treatment I have read of Yield/Revenue Management, although it is certainly not perfect.
Plus points:
1. The variety of contributions ensures that you're not just getting the view of one 'expert' - which is a problem with several books in this field.
2. The opening chapter, by Sheryl Kimes, is perhaps the best distillation of Yield Management theory I have read.
3. Most of the chapters are concise and to-the-point. The diagrams are generally helpful (with one or two glaring exceptions), and the book is usefully divided into four distinct parts.
4. Although the majority of the contributors are mostly from the UK, I found their perspectives refreshing. It's easy to forget that innovations in this field can come from outside the US.
Negative points:
1. It would have helped if each part of the book had its own introduction or overview. As it is, I felt like starting blind on occasions.
2. A couple of the chapters, particularly those on the Cruise Industry and the Football (or soccer!) Industry, were not relevant to me and I imagine would not be relevant to most other readers. They seemed to be written from a much more personal perspective than the rest of the book.
I would certainly recommend this collection to industry professionals wishing to expand their knowledge of this field. And for anybody starting out, it would be near essential reading.
Average customer rating:
- Comprehensive Textbook
- Too much, too little, need more -- focus
|
Profit Strategies for Air Transportation (Aviation Week Books)
George Radnoti
Manufacturer: McGraw-Hill Professional
ProductGroup: Book
Binding: Hardcover
 Hospitality, Travel & Tourism
| Industries & Professions
| Business & Investing
| Subjects
| Books
Systems & Planning
| Management & Leadership
| Business & Investing
| Subjects
| Books
Commercial
| Aviation
| Transportation
| Nonfiction
| Subjects
| Books
General
| Aviation
| Transportation
| Nonfiction
| Subjects
| Books
Airport
| Aviation
| Transportation
| Nonfiction
| Subjects
| Books
Economics
| Transportation
| Nonfiction
| Subjects
| Books
Aeronautics & Astronautics
| Astronomy
| Science
| Subjects
| Books
General
| Science
| Subjects
| Books
General
| Industrial, Manufacturing & Operational Systems
| Engineering
| Professional & Technical
| Subjects
| Books
Air Travel
| Specialty Travel
| Travel
| Subjects
| Books
All Amazon Upgrade
| Amazon Upgrade
| Stores
| Books
Business & Investing
| Amazon Upgrade
| Stores
| Books
Engineering
| Amazon Upgrade
| Stores
| Books
Nonfiction
| Amazon Upgrade
| Stores
| Books
Professional & Technical
| Amazon Upgrade
| Stores
| Books
Science
| Amazon Upgrade
| Stores
| Books
Travel
| Amazon Upgrade
| Stores
| Books
All Titles
| Qualifying Textbooks - Fall 2007
| Stores
| Books
Business & Investing
| Qualifying Textbooks - Fall 2007
| Stores
| Books
Nonfiction
| Qualifying Textbooks - Fall 2007
| Stores
| Books
Professional
| Qualifying Textbooks - Fall 2007
| Stores
| Books
Science
| Qualifying Textbooks - Fall 2007
| Stores
| Books
Travel
| Qualifying Textbooks - Fall 2007
| Stores
| Books
Similar Items:
-
Wheels Up: Airline Business Plan Development
-
Flying Off Course Third Edition
-
Airline Marketing and Management
-
Simpli-Flying: Optimizing the Airline Business Model
-
Air Transportation: A Management Perspective
ASIN: 0071385053 |
Book Description
* Presents practical and profitable solutions to problems encountered by commercial and regional airlines, charter, cargo, and corporate aircraft operations, businesses, and fractional and lease aircraft companies
* Details save-money, make-money strategies and simulates trips for profit-and-loss analysis
* Includes performance case studies
* Covers methods of fuel conservation, environmental concerns, maintenance, and more
Customer Reviews:
Comprehensive Textbook.......2007-03-25
This book provides a comprehensive coverage of the technical and economic aspects of various facets of air transportation including commercial airlines, charter operations, corporate services and other related businesses such as leasing company operations and fractional ownership. The reader gains insights into the areas where costs can be saved and revenues enhanced. For example, the author presents various strategies to minimize fuel usage and hence improve the bottom line.
The book is well written allowing it to be accessible to people working in various specialties in the air transportation business that have opportunities to learn about economic air transport operations. Among the subjects covered include aircraft maintenance economics, various aircraft financing options enabling managers to evaluate those most beneficial for their business and revenue enhancement strategies. The reader will be pleased to learn that environmental issues are not forgotten.
Overall, a useful and helpful book for managers in the air transportation industry who need to learn how to minimize costs, improve revenue and thus enhance profits.
Too much, too little, need more -- focus.......2003-12-13
The title is misleading. I searched through every chapter to decipher how to make a profit with passenger, cargo, and/or other areas of air transportation. It covers a tremendous amount of information like aircraft configurations and technical designs. Unfortunately, and all so common, lots of problems given about aviation; but few solutions offered about profit strategies!
Each chapter technically covers an area of air transportation, but even the short chapters are not extensive enough. Only the most fundamental elements are written. There is not enough pertinent information delivered for the reader to absorb a firm understanding about air transportation.
The problem is that this 500 page book covers an awful lot of technical material. He selectively crammed it all into 500 pages. Some important elements are missing. The title of the book should be more concise about which audience the author wanted to attract, and spread all his great information into two brilliantly-written volumes.
Average customer rating:
- Interesting and easy read on Harrah's and the industry!
- Motivate yourself
- best marketing book I ever read
- This book is a "winner!"
- "very FUNNY book"
|
Jackpot! Harrah's Winning Secrets for Customer Loyalty
Robert L. Shook
Manufacturer: Wiley
ProductGroup: Book
Binding: Hardcover
Strategy & Competition
| Management & Leadership
| Business & Investing
| Subjects
| Books
Leadership
| Management & Leadership
| Business & Investing
| Subjects
| Books
Management
| Management & Leadership
| Business & Investing
| Subjects
| Books
Production & Operations
| Management & Leadership
| Business & Investing
| Subjects
| Books
General
| Business & Investing
| Subjects
| Books
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
| Books
Hospitality, Travel & Tourism
| Industries & Professions
| Business & Investing
| Subjects
| Books
General
| Marketing
| Marketing & Sales
| Business & Investing
| Subjects
| Books
General
| Puzzles & Games
| Entertainment
| Subjects
| Books
Sociology
| Social Sciences
| Nonfiction
| Subjects
| Books
| AIDS
| Abuse
| Adults
| Aging
| Children
| Class
| Communities
| Culture
| Death
| General
| History
| Leisure
| Marriage & Family
| Medicine
| Men
| Occupational
| Race Relations
| Religion
| Research & Measurement
| Rural
| Social Groups
| Social Situations
| Social Theory
| Suburban
| Urban
| Women
Memphis
| Tennessee
| States
| United States
| Travel
| Subjects
| Books
Similar Items:
-
Casino Operations Management
-
Managing Casinos: A Guide for Entrepreneurs, Management Personnel and Aspiring Managers
-
Casino Accounting and Financial Management
-
The Gaming Industry: Introduction and Perspectives
-
Slot Operations the Myth and the Math
ASIN: 0471263230 |
Book Description
The inside story of the gaming company that hit the jackpot playing by its own rules
Robert L. Shook, a New York Times bestselling author, delves into the business behind one of the world's foremost gaming and entertainment companies, Harrah's. Since Bill Harrah took over a small card game business in 1937, Harrah's has become a top casino, dominating Nevada and beyond. The first gaming company listed on the New York Stock Exchange, Harrah's is a $4 billion-dollar business driven by smart marketing and smarter leadership. This book is the first to examine Harrah's and its leader, a man who dominated an industry and amassed a staggering fortune while refusing to deal with mobsters and corrupt politicians. Though Bill Harrah died in 1978 and the company has since been sold, Harrah's has retained its sense of history and remained an industry leader. Following the company's growth, Shook uncovers rich business lessons about marketing and customer loyalty, increasing market share in fiercely competitive industries, and maintaining a sense of integrity in a cutthroat business world. This is a compelling and intriguing story of a company that gambled and won, and it offers business readers an opportunity to benefit from the hard-won lessons of a paragon of the entertainment industry.
Robert L. Shook (Columbus, OH) is a seasoned business journalist and the ghostwriter behind several New York Times bestsellers. He is the founder and former CEO of Shook Associates and the American Executive Life Insurance Company. He is the author or coauthor of thirty-five books, including The IBM Way, Mary Kay on People Management, and Mary Kay's You Can Have It All.
Customer Reviews:
Interesting and easy read on Harrah's and the industry!.......2006-11-29
This book tells in an easy, readable fashion the story of Harrah's from the humble beginnings of a small parlor in Reno to the multibillion dollar behemoth it is today. Although the primary focus is on Harrah's, of course, the book covers the growth of the industry in the US overall from the early days, through the mob years in Vegas and the entertainment explosion that happened, to the proliferation of boats, reservation gambling and other gambling alternatives such as the lotteries through many US states.
This is a great book to read for reminders on the basics of "getting it right" when it comes to customer service, treating employees right, thinking strategically and executing on a vision. It is amazing what Harrah's has done in the area of parlaying customer information into long term, profitable relationships!
I have read many business books, this is my most favorite in recent months, for sure.
Read on, and watch out for that river card :)
Motivate yourself.......2003-02-08
Great book -- the lessons taught are for all service based organizations. Learn how to create customer loyalty and enjoy your business more. Must read!!
best marketing book I ever read.......2003-01-16
I have read other books by Robert L. Shook, and he is an accomplished writer of business books. He's at his best with Jackpot. This book is both informative and entertaining. Shook takes his reader behind the scenes at Harrah's, a gaming company with 26 casinos and reveals how the company is able to compete so successfully against billion-dollar properties in the Las Vegas market. Harrah's secret, as the subtitle states is how it wins customer loyalty and does it better than its competition. This is an excellent book for any business reader engaged in a highly competitive industry, and, in particular, goes head to head with the big boys. Shook's writing style is superb--he interwines anecdotal material that makes for a fascnating read. True, this is a business book, but at times, it's such a page-turner, you feel you're reading a novel.
This book is a "winner!".......2003-01-14
This book is about an outstanding culture that is culminated from the founder's passion, integrity and leadership.
Jackpot provides cutting-edge lessons and ideas that are being exposed for the first time in topics such as: marketing and customer loyalty, building market share, and preserving high integrity.
Harrah's placed its chips on integrity and serving the customer. It's no wonder they are so successful.
"very FUNNY book".......2003-01-08
This book is a riot! I could not put it down. One of the funniest books on gambling I have ever read.(and I've read 100 books on Vegas/Gambling.Go straight to page 43 first- "there is no underworld presence today in Las Vegas"- this author really knows how to write satire.The book is just filled with one funny story after another about how everything now in gambling is on the up & up.Robert Shook is more humerous than that Connecticut Senator whose trying to protect children from the entertainment industry.Another fun thing to do with his book- circle the word "lawyer" and then underline all the Federal & State laws that his book exposes.God Bless America! We should all feel blessed to have a comedy writer like Robert.
D.Matthew Hayden
author
Vegas Stories
Average customer rating:
- First Anniversary Retrospective
- College professors writing a restaurant start-up book
- Provides all the information necessary to plan the venture
- Good resource that is honest about the industry.
|
Restaurant Start-Up Guide
Peter Rainsford , and
David H. Bangs
Manufacturer: Kaplan Business
ProductGroup: Book
Binding: Paperback
Strategy & Competition
| Management & Leadership
| Business & Investing
| Subjects
| Books
General
| Business & Investing
| Subjects
| Books
Hospitality, Travel & Tourism
| Industries & Professions
| Business & Investing
| Subjects
| Books
General
| Reference
| Business & Investing
| Subjects
| Books
Entrepreneurship
| Small Business & Entrepreneurship
| Business & Investing
| Subjects
| Books
General
| Small Business & Entrepreneurship
| Business & Investing
| Subjects
| Books
New Business Enterprises
| Small Business & Entrepreneurship
| Business & Investing
| Subjects
| Books
Hospitality Businesses
| Small Business & Entrepreneurship
| Business & Investing
| Subjects
| Books
General
| Reference
| Subjects
| Books
General
| Travel
| Subjects
| Books
Similar Items:
-
How to Open Your Own Restaurant: A Guide for Entrepreneurs
-
Restaurant Planning Guide
-
Running a Restaurant for Dummies
-
Upstart Guide Owning & Managing a Restaurant
-
Restaurant Financial Basics
ASIN: 1574101374
Release Date: 2000-10-09 |
Book Description
A 12 month plan for successfully starting a restaurant.
The all new edition of The Restaurant Start Up Guide focuses on what to do and when to do it advice for preparing to open a restaurant. This preliminary planner is an indispensable resource for anyone who is thinking of opening a restaurant. Complete with resources, timelines, sample financials, facilities checklists, and more, the would be restaurateur can be up and running in 12 months.
Customer Reviews:
First Anniversary Retrospective.......2004-02-03
Yesterday my staff and I celebrated the one year anniversary of my restaurant. The Restaurant Start-Up Guide was an integral part of my planning process, and I have recommended it to three other friends this year who are starting their own businesses. The month-by-month approach was not only motivating; it lent structure to a sometimes overwhelmingly complicated process. My previous experience was in hands-on restaurant management. The Start-Up Guide taught me the business basics and directed me to other sources of information I needed to get started. I will continue to recommend it to others in the future.
College professors writing a restaurant start-up book.......2001-05-23
This book is absolutely useless other than for academic interest. If you read the bios of the authors carefully they have never started or run a restaurant and that reflects the writing. The whole book is about marketing, planning, spreadsheets; something that would be taught in a college classroom. I really wasted my money on this book.
Provides all the information necessary to plan the venture.......2001-05-21
This new edition of Restaurant Start-Up Guide provides a 12-month plan for starting a restaurant, and is packed with financial and start-up information which will prove essential to any who plan on such a venture. Tips and techniques from two restaurant and business start-up pros provide all the information necessary to plan the venture, from creating revenue to determining the restaurant's focus and clientele.
Good resource that is honest about the industry........1999-07-29
I'm now reading this book for the second time. The step by step guide is in a prudent timeline and very comprehensive. The authors add in enough anecdotes and survey results from succesful restauranteurs to keep the text interesting. The authors pay alot of attention to making sure readers really want to get into this business.
Book Description
INCREASE OCCUPANCY, AVERAGE RATE AND REVENUE!
A step by step promotional guide for every lodging property operator. Dramatically increase your revenue by applying the principles of this book.
Today's rapidly changing tourist environment is creating many exciting opportunities for the small lodging property operator. However, many of these operators are finding it difficult to choose appropriate marketing strategies they can afford, at the same time impacting their bottom line. Hotel & Motel Sales, Marketing & Promotion wades through the complexities of filling guest rooms and helps to set any lodging property on the path to effective sales and marketing. Joe Wolosz demonstrates key factors that will focus your hotel or motel on higher profits.
Customer Reviews:
Great text book for students and experienced hotel executives.......2007-01-20
I have learned the basics of hotel business after 30 years experience in
hotel industry. A book to read over and over again when you need a new idea.
Results and more occupancy.......2006-04-22
This books is a must have for Hotel owners. It is very simple to complete a marketing plan and start the implementation. I readed many times and found new ways to improve the revenue and occupancy of the Hotel I manage. As a result of the initial plan 4 years ago the revenue has raised 50%. Thanks Joe Woslow.
ok but not great.......2005-04-15
I agree with another reviewer that this is a naive little book. I'd go as far as calling it simplistic. The point that I like is that it is not an academic theoretical tome, but practical. It does cover some basics, but nothing really that anyone with some experience in the field would not know anyway. The book it is being sold together with, Heads In Beds: Hospitality and Tourism Marketing, which is a book that I would wholeheartedly recommend. I just recently read it (it came out not too long ago) and it is on my reference shelf. Very complete without being daunting, with great examples, illustrations and a wide range of topics. That one is worth the price, truly a gem of a hospitality marketing book.
A must have for a Motel Owner.......2002-07-20
This easy reference book of the lodging industry was a refreshing look at the oldest industry known to mankind. The author took a simple look at the industry, applying his years of knowledge, and created an avenue to re-market our product (Motels) with a fresh new look on the technology industry. For someone who has been in the industry for a few years, the author made me re-think and re-evaluate my tarket market, especially after September 11th. He made me realize that technology really is the way to proceed with tomorrow. For my small 34 room property I have purchased a new system and have connected with the local visitors bureau. This was just the start. With the new economy looking for local travel, learning to cater to this market was a huge advantage. The author taught me the basics. I needed any advantage to proceed in this ever-changing econony. I highly recommend this book to any owner wanting to increase occupancy and take his share of the market in his nieghborhood.
What a great resource book!.......2002-07-12
As a real estate broker who deals specifically with hotels and motels, I find this to be a great book for my clients. Wether it be a 20 unit motel or a 120 unit hotel, this sales and marketing book is a great tool. I have presented this book to my clients during the initial phase, as we are looking at many different properties, to prepare them for what lies ahead and so that they can learn how to maximize the potential of their property to gain a wide customer base. I have also given the book to clients when we "close" the property so that they can learn different ways to maximize their income. Even when the clients have management experience this book can help with new ideas. I have received nothing but positive feedback from my clients on how this book has helped them and their success is my success!
Book Description
Increase sales substantially without breaking the bank—proven, low-cost techniques for successfully marketing your business
In this groundbreaking guide to restaurant marketing, expert Bill Marvin demonstrates that success doesn't come from beating the competition, it comes from pleasing your guests. He shows you how to work from the inside out—to build on your strengths and to take advantage of intrinsic advantages you didn't even know you had. He also suggests dozens of successful, low-cost techniques for mining the most precious resource at your disposal—your existing customer base. Among other valuable lessons, you'll learn how to:
- Educate your guests about why they come to your restaurant
- Implement sure-fire incentive and customer-loyalty programs
- Manage a successful word-of-mouth marketing campaign that gets your customers to do your advertising—for free
- Get your staff involved in an ongoing commitment to customer satisfaction
- Enhance the personal connection between your restaurant and your guests
Perhaps the most important lesson you'll learn in Guest-Based Marketing is, as Bill Marvin puts it: "Monetary success and personal joy will come when your sole concern—your driving passion—is how you can excel."
Customer Reviews:
Solid Author.......2004-02-05
Bill has been around the industry for years and has a collection of some great restaurant marketing ideas from having spent years in the industry and consulting to many restaurant companies. I really respect his approach and background and would recommend this book without reservation.
For more restaurant marketing resources, also visit www.quantifiedmarketing.com. This site offers a free restaurant marketing CD, articles and restaurant marketing book recommendations.
Great Ideas!.......2001-01-15
I have long been a fan of Bill Marvin's publications and have utilized many of his ideas in my own restaurant. This book is no exception. While many of the ideas presented are geared towards a more upscale environment, I have been able to use more than a few in the restaurant that I operate, which is a unit of a national chain. With a little thought, you can adjust most of the ideas in this book to fit your needs!
Books:
- The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary
- The Two Fat Ladies Full Throttle
- The Waiter & Waitress and Wait Staff Training Handbook: A Complete Guide to the Proper Steps in Service for Food & Beverage Employees
- The Waiter & Waitress and Wait Staff Training Handbook: A Complete Guide to the Proper Steps in Service for Food & Beverage Employees
- The World Is Flat [Updated and Expanded]: A Brief History of the Twenty-first Century
- Tom Clancy's Net Force #7: State of War CD (Tom Clancy's Net Force)
- Trade Show & Event Marketing: Plan, Promote & Profit
- Trading for Dummies
- Travels in the Skin Trade: Tourism and the Sex Industry
- Web ReDesign 2.0: Workflow that Works
Books Index
Books Home
Recommended Books
- St. Petersburg
- Guests of the Sheik: An Ethnography of an Iraqi Village
- The Insects: Structure and Function
- The Printing Ink Manual
- Belly Laughs: The Naked Truth about Pregnancy and Childbirth
- Getting Organized: Learning How to Focus, Organize and Prioritize
- Burger Meisters
- Textile/Tectonic: Architecture, Material, and Fabrication
- The Vertical Transportation Handbook
- WHAT WILDFLOWER IS THAT
Pour Your Heart into It : How Starbucks Built a Company One Cup at a Time
The Gospel According to Starbucks: Living with a Grande Passion
Tribal Knowledge: Business Wisdom Brewed from the Grounds of Starbucks Corporate Culture
My Sister's a Barista: How They Made Starbucks a Home Away from Home (Great Brand Stories series)
Setting the Table: The Transforming Power of Hospitality in Business
