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Heppell M: See, Smile, Say Hello

See, Smile, Say Hello

Build Trust, Create Loyalty, Deliver Outstanding Service

How the Apple Store changed shopping forever - one customer at a time.In Shop Different: How retail revealed Apple's genius, visionary retailer Ron Johnson reveals the untold story of how he and Steve Jobs created the Apple store. From the first store's opening to a global empire of over 500 locations, Johnson shares a behind-the-scenes look at iconic moments, including the opening of their first UK store on Regent Street and the restoration of the ancient Covent Garden store.Part business memoir, part insider account, the book uncovers Johnson's philosophy - 'Good Things Happen When People Come to the Store,' 'You Can't Automate Service' - and offers timeless lessons on leadership, innovation and customer experience. Filled with personal stories, hard-won wisdom and reflections on working with Steve Jobs, this is an inspiring read offering insights that readers can apply in their own work and lives.Co-written with Zander Nethercutt, this is the definitive account of how Apple's 'houses of worship' became a retail phenomenon that forever changed how we shop.

How Retail Revealed Apple’s Genius

Shop Different

Travel and Wellness: A Renaissance of Nature-based Health Tourism explores the growing intersection between travel and wellness, focusing on the resurgence of nature-based health tourism.
This interdisciplinary work delves into the historical roots of wellness tourism, tracing its evolution from ancient practices to contemporary trends that emphasize the healing power of nature. Through a combination of qualitative research, cultural analysis, and stakeholder collaboration, Travel and Wellness Tourism provides a comprehensive framework for understanding how health tourism is a catalyst for both personal and community wellness.
Appealing to both scholars and practitioners, particularly in tourism, health sciences, environmental studies, and cultural heritage, Travel and Wellness offers insights that encourage cross-disciplinary dialogue and innovation.

A Renaissance of Nature-Based Health Tourism

Travel and Wellness

Routledge International Handbooks

This timely and innovative handbook presents an up-to-date, critical, and comprehensive overview of established and emerging themes relating to regenerative tourism and hospitality and offers a deep dive into the operational, strategic, and policy dimensions of regenerative strategy and practices.Organized into four parts, this volume comprises over 40 specifically commissioned original contributions from recognized authors in the field, providing a systematic guide to the current stage of knowledge in this area. It is interdisciplinary in coverage and international in scope through its authorship and content. This book serves as an essential guide to achieveing a common understanding of the concept of 'regeneration' and to inspiring and equipping stakeholders and academics with the tools needed to transition from conventional and sustainability-focused practices towards restorative and regenerative business models that generate tangible social and environmental impact, particularly amidst increasing environmental concerns and evolving market expectations in the tourism and hospitality industries.This is essential reading for students, researchers, and academics interested in regenerative tourism and hospitality.

The Routledge Handbook on Regenerative Tourism and Hospitality

Explore career pathways and build essential skills for success in hospitality, tourism, travel and events. Career Development in Hospitality, Tourism and Events by Jayanti Jayanti is a practical textbook designed for undergraduate and postgraduate students preparing for careers in the global visitor economy. It introduces students to the fundamentals of the travel industry, including key terminology, trends and the variety of roles available in hospitality, tourism, transport and event management. This textbook explores current industry developments from AI and sustainability to diversity, equity and inclusion initiatives and challenges students to look beyond traditional opportunities to entrepreneurial ventures. It equips students with the soft skills and practical knowledge needed to pursue work experience placements, internships and their future careers with confidence. This textbook includes: - Clear explanations of industry structure, roles and career pathways - Activities and reflective exercises to develop workplace skills - Practical guidance on CV writing, personal branding and employability, further supported through online resources &gt;Whether studying hospitality management, tourism or event management, Career Development in Hospitality, Tourism and Events provides a structured and career-focused foundation for academic success and long-term professional growth.

Building Skills for Working in the Travel Industry

Career Development in Hospitality, Tourism and Events

Routledge Focus on Tourism and Hospitality

This timely and innovative book explores the implications of human tourism, leisure, hospitality, and events for all animals, blending emergent thoughts relating to posthumanism, animalcentrism, and relationality to expand on how we see our relations with nonhuman animals and our obligations to them.International in both its coverage and appeal, the volume includes a diverse range of case studies and examples, covering a variety of animal species, but also geographical and cultural contexts. In doing so, the book sheds light on the myriad ways in which animals, of all species, are impacted in a multitude of different ways by and through tourism and leisure experiences. To provide this analysis, the book explores human relations with nonhuman animals through the lens of those we love, those we hate, and those we never bother to "see." The book provides a discussion of why and how we, as humans in positions of power, need to see beyond our privileged humancentric positions to embrace our obligations to the animal other. In doing so, it asks difficult, but necessary, questions of tourism and leisure experiences that on initial inspection seem designed with nonhuman animal welfare at heart. The book critically reflects on whether such experiences are actually instances of humane washing and what is needed to take the tourism and leisure industry beyond this position. The need for the book reflects how we, as humans need to consider all animals when thinking of them in relation to tourism and leisure while moving beyond humancentric conceptualisations of nonhuman animal welfare and rights.This volume is a pivotal resource for students, scholars, and academics with an interest in tourism, hospitality, sustainability, zoology, geography, and sociology.

Questions of Power, Relationality, and Obligations

Animal Entanglements in Tourism and Leisure

To truly understand things, we need to know them. We need to taste them. This is a story of how food connects us all - not only at the table but to each other's cultures and histories. Durkhanai Ayubi was born in Afghanistan in the 1980s, and she and her family became refugees when she was a small child. She's grown to see her ancestral lands be misunderstood as a desolate war zone of helpless people, with no history or culture worthy of mention, when the reality is in fact steeped in rich, complex histories of incredible cultural significance. Living in Australia, Durkhanai's only tangible connection to the histories of her homeland was through food, first through cooking with her family, and then as an owner of her much-loved award-winning Adelaide family restaurant, Parwana. Years on, and following Afghanistan's systemic collapse in 2021, Durkhanai realised that it was time to revisit those histories and tell the previously untold stories that can help shape a more optimistic future. She Who Tastes, Knows is an expansive history of Durkhanai's homeland and a vivid, moving story about what it truly means to understand another's culture. Through stories of food, family, belonging and migration, the book traverses cultural boundaries, weaving a tapestry of dignity, empathy and understanding. Each chapter draws on a particular ingredient important to Durkhanai's cultural identity, and explores their life cycles to uncover unseen histories of Afghan culture, the complexities of migrant and refugee experience, and how we as a society might work towards unifying our disparate cultures and ways of seeing the world. In our modern world, which can feel so disjointed, this book shows us - with timeless prescience - how new possibilities for connection are just under the surface, waiting to bloom.

A memoir of food, exile and awakening

She Who Tastes, Knows

Routledge Studies in Central and Eastern European Business and Economics

How does Generation Z in Central and Eastern Europe engage with brands, make purchasing decisions, and develop long-term brand loyalty? The monograph discusses the unique consumer behaviors of this influential cohort, by analyzing the key determinants that shape their brand relationships. With Gen Z redefining market dynamics, it provides essential insights for academics and industry professionals seeking to understand and navigate this evolving landscape.Grounded in the Central and Eastern European (CEE) context, the book offers insights into regional market dynamics and consumer behaviors. Through theoretical analysis and empirical research, it explores the evolution of brand loyalty, tracing its shift from traditional approaches to the complexities of the digital age. Through an interdisciplinary approach, it bridges insights from marketing, consumer behavior, and digital advancements, offering comparative perspectives on brand strategies. Empirical research conducted in the CEE region further elucidates the specific patterns of brand loyalty among Gen Z consumers, supported by interviews from brand professionals that deepen the analysis of successful brand strategies.The book equips academics, marketing practitioners, and brand strategists with insights and actionable recommendations for fostering long-term consumer engagement in an increasingly competitive and digitalized marketplace. It will be of particular interest to scholars and researchers in marketing, consumer behavior, and brand management.

Generation Z in Central and Eastern Europe

Brand Loyalty and Consumer Behavior

This book is a culinary memoir rooted in the metaphor and reality of the table, a gathering place where people connect in deep and meaningful ways. It chronicles a journey from the sacredness of restaurants to entrepreneurship, centering hospitality as a philosophy for life, leadership and connection. Anchored by personal narrative, spanning family, loss, community, the challenges of restaurant work and the reinvention brought on by the Covid-19 pandemic, it explores how gathering, service and intention create authentic communities. It is a testament to evolving identity, the healing power of connection and a heart-centered approach to business and life, showing that true success isn't measured by accolades but by the quality of presence, care and belonging fostered around the table. The Table, which is the anchor for this book, is a place where people gather, where genuine community is felt, seen and experienced. It is also a metaphor for connectivity and intention, for gathering in authenticity.

Discovering the Soul of Service

Beyond the Table

The Nine Golden Rules for CX Success

Have you ever felt unsure about what to say to a friend, a colleague, or your boss? Do you freeze in small talk, tiptoe through tricky topics, or second guess your instincts in high-stakes moments like salary negotiations or meeting your partner's parents? If so, you're not alone. And the good news is--you can learn to handle it all with ease. In Was It Something I Said? etiquette expert Alison M. Cheperdak demystifies social and professional situations, teaching you how to address each one with respect, confidence, and grace.In any scenario, whether in your personal or professional life, respecting others and ourselves requires soft skills and social-emotional intelligence--in a word, etiquette.Drawing on her experience in high-pressure moments as a lawyer, news anchor, and White House West Wing staff member, Alison shares the soft skills that set people apart in social and professional settings--grace under pressure, kindness in action, and polished presence without pretense.This book will help you: <ul><li>Honor others and the important moments you share with them.</li><li>Talk to strangers, start and end a conversation, and speak about yourself with charm.</li><li>Navigate awkward situations (and recover from them!).</li><li>Demystify dress codes and dining etiquette in all sorts of settings.</li></ul> Whether you're giving a toast, sending a text, or sitting down to dinner, the small things make a big difference. Was It Something I Said? is your guide to handling them with heart, confidence, and care--so you can build deeper connections and move through the world with gracious ease.

Have you ever felt unsure about what to say to a friend, a colleague, or your boss? Do you freeze in small talk, tiptoe through tricky topics, or second guess your instincts in high-stakes moments like salary negotiations or meeting your partner's parents? If so, you're not alone. And the good news is—you can learn to handle it all with ease. In Was It Something I Said? etiquette expert Alison M. Cheperdak demystifies social and professional situations, teaching you how to address each one with respect, confidence, and grace.In any scenario, whether in your personal or professional life, respecting others and ourselves requires soft skills and social-emotional intelligence—in a word, etiquette.Drawing on her experience in high-pressure moments as a lawyer, news anchor, and White House West Wing staff member, Alison shares the soft skills that set people apart in social and professional settings—grace under pressure, kindness in action, and polished presence without pretense.This book will help you:<ul style="list-style-type: disc;"><li>Honor others and the important moments you share with them.</li><li>Talk to strangers, start and end a conversation, and speak about yourself with charm.</li><li>Navigate awkward situations (and recover from them!).</li><li>Demystify dress codes and dining etiquette in all sorts of settings.</li></ul>&nbsp;Whether you're giving a toast, sending a text, or sitting down to dinner, the small things make a big difference. Was It Something I Said? is your guide to handling them with heart, confidence, and care—so you can build deeper connections and move through the world with gracious ease.

Everyday Etiquette to Avoid Awkward Moments in Relationships, Work, and Life

Was It Something I Said?

Escape to Cornwall this summer with another heart-warming and feel-good novel from the Number One Sunday Times bestselling author!Readers LOVE Sarah Morgan'Sarah Morgan never disappoints' FIVE starreader review'This is a summer must read!' FIVE starreader review'Sarah never fails to deliver a great story ... I loved it' FIVE starreader review* * * *Evie is the acting general manager of The Alexandra hotel in picturesque Cornwall, but she feels trapped in a life defined by others' expectations. Just as she contemplates a fresh start, Abby arrives, sent undercover by the hotel's owner to assess the staff and operations. But Abby is navigating her own struggles and longs to break free from the shadow of her mother.As the two women forge an unexpected friendship, they confront their fears and the threat of change looming over them. With the help of a charming chef and a gruff pub owner, they begin to embrace their true selves and the bonds that unite them. Will they find the strength to reshape their futures, or will the weight of the past hold them back?Full of warmth and heart, Brave New Summer is a joyful and uplifting novel about friendship, romance and being brave, from the Number One Sunday Times bestseller, Sarah Morgan.Perfect if you love:Escaping to seaside townsStrong female bondsUnlikely friendshipsGrumpy pub ownersCharming chefs* * * *Praise for Sarah Morgan:'Sarah Morgan never disappoints I always look forward to my summer read from her ... a must read for holidays' FIVE starreader review'A perfect slice of joyful summer escapism from Sarah Morgan, the master of the genre' Clare Pooley'The perfect summer escape!' Cathy Bramley'I was absolutely hooked from the first chapter and knew straight away this was another book written with Sarah's magic touch ... utterly fabulous' FIVE starreader review'A truly heart-warming read' Woman &amp; Home

Brave New Summer

At 11:30 at night, Seth Rolfe ran through a hospital entrance shouting that his wife was having their baby in the car. There was no plan. No script. Only urgency - and a team of people who responded as if they had been built for exactly that moment. Because they had.

That is the heart of Every Guest, Every Time: performance is not what your team does on its best day. It is what they do on every day - when no one is watching, when it costs something, when the pressure is on and the only thing holding the line is the standard you've built into the culture.

Most organizations train for the easy day. The best ones build people who rise to the hard one. Drawing on nearly three decades leading teams in luxury hospitality - the most demanding service environment there is - Seth translates what world-class operators know into a framework any leader can apply: how language shapes culture, how to turn a complaint into loyalty, why follow-up is a competitive advantage, and how to build a standard that outlasts your presence in the building.

This is a book for the leader who chased the title and discovered the title was only the beginning. For the manager learning that the job is no longer the work - it's the people. For the executive who wants excellence that is structural rather than personal, repeatable rather than dependent on any one person showing up.

Because the real test of leadership isn't the standard you set when you're in the room. It's the one your team holds when you're not.


The standard is not what you do on your best day. It is what you do on every day.

Every Guest, Every Time

See, Smile, Say Hello

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