Branded Customer Service: The New Competitive Edge

Hallmark Entertainment Network, 174

Harley-Davidson, 32

Harrah's Casinos, 167–168

Harrison Lodging, 31

Heskett, James, 128

Hinkley, Tim, 166

hiring approaches, 158–161, 175, 213–214

See also employees

hiring practices, 161–162

history of branding, 23–24

Holt, Douglas, 65

honesty, 100, 228

Horowitz, Shel, 120–121

hospitality industry

in developing nations, 173–174

Doubletree Hotels, 51

Harrah's Casinos, 167–168

Isle of Capri Casinos, 163–168

Howe, Chris, 9

human capital departments versus human resources (HR), 158

Human Competence (Gilbert), 136

human resources (HR)

Brand Book, 162–163

changes in, 157

connection with brand champions of, 155

policies/mandates, 129, 215

role of, in Isle of Capri Casinos, 163–168

staff recruitment, 158–161

as strategic brand partner, 114–117

Vodafone's, 134

See also employees

human service interactions, controlling, 44–45

humor, 102

Hutchinson Whampoa, 65