TY  - BOOK
AU  - Michelli,Joseph A.,1960-
TI  - The new gold standard: 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company 
SN  - 9780071548335
PY  - 2008///
CY  - New York
PB  - McGraw-Hill
KW  - Ritz-Carlton Hotels (Firm)
KW  -  Management
KW  - Case studies
KW  - Management
KW  - Leadership
KW  - Total quality management
KW  - Customer services
KW  - Success in business
N1  - Includes bibliographical references (p. 265-271) and index
ER  -