张斌、王伟编著的《中国金钥匙服务哲学（英文版）》回顾了金钥匙服务品牌在中国的发展足迹，以及发展现状，阐述了金钥匙这一服务品牌的内涵和特质。本书的第一部分从理论的角度来介绍金钥匙的发展历史，以及在中国的发展历程，并阐述了金钥匙的本质和内涵。第二部分以实例的方式，形象生动地展示了金钥匙“用心极致、满意加惊喜、在客人的惊喜中找到富有的人生”的终极追求，第三四部分均为金钥匙组织从成立至今的讲话集，从中可以了解金钥匙在中国的发展历程、遭遇的困境、采取的措施、面临的机遇和挑战，是一部生动详尽的中国金钥匙发展史。

张斌、王伟编著的《中国金钥匙服务哲学（英文版）》从金钥匙服务品牌在中国的发展足迹、多年的艰苦实践，以及发展现状，阐述了金钥匙这一服务品牌的内涵和特质，分别从理论、实例以及中国金钥匙组织历年年会演说词的方式，系统地介绍金钥匙服务的服务价值观、方法论，服务标准、服务精神和服务目标，深入分析了中国金钥匙服务哲学与西方金钥匙服务理念在本质上的区别，什么是服务、什么是金钥匙服务、什么是中国金钥匙服务哲学，如何修炼世界顶级服务心法，成就既有中国传统文化精髓，又有与国际接轨的创新模式的“中国服务”，形象生动地解读了金钥匙 “用心极致、满意加惊喜、在客人的惊喜中找到富有的人生”的终极追求。

Preface Pioneers of Chinese Service

Part I The Concept

 Chapter 1 Golden Key Service and Its Philosophy

Section 1 The Origin of Golden Key Service

Section 2 Golden Key Service Philosophy

Section 3 Establishing China’s Golden Key Service Philosophy

 Chapter 2 Service and Golden Key Service

Section 1 What Is Service?

Section 2 Differences between Golden Key Model and Other Service Models

Section 3 Golden Key Service and Its Models

 Chapter 3 Customers First, Profits Second

Section 1 Profit: Foundation of Human Society

Section 2 Epistemology and Methodology of Customers First, Profits Second

Section 3 The Value of Customers First, Profits Second

 Chapter 4 Meticulous Services and Tremendous Satisfaction to Customers

Section 1 Menticulous Services

Section 2 Surprisingly great Satisfaction for Customers

 Chapter 5 Great Pleasure Derived From Customers’Tremendous Satisfaction

Section 1 Guests’ Surprise and Golden Key Brand

Section 2 Ideal Service and Demand for Self-Actualization

Section 3 Achieving a Rich Life

 Chapter 6 Golden Key Service and "Chinese Service"

Section 1 "Chinese Service"

Section 2 Chinese Service Model

Section 3 Golden Key Service and "Chinese Service"

Part II The Skills

 Chapter 1 Service Spirit

 Chapter 2 First Impressions

 Chapter 3 In-depth Understanding

 Chapter 4 Team Operation

Part III Guidance

 Chapter 1 Golden Key Highlighting the Olympic Games

 Chapter 2 Golden Key Service: Yesterday, Today and Tomorrow

I. Glittery Golden Key

II. Rise of Golden Key China

III. The Spirit of Golden Key

IV. Difficulties and Experience of Golden Key Service

V. System Innovation of Golden Key

Part IV Practice

 Chapter 1 Outlook of Golden Key China for 2000

I. Experience

II. Proposed Steps

 Chapter 2 Review and Prospects of Golden Key China

 Chapter 3 Access to the WTO and Chinese Hotel Golden Key Network Linkage

I. Three Major Opportunities for China's Hotel Industry

II. Three Major Challenges of China’s Hotel Industry

III. Establishment of Golden Key Hotel Alliance to Build a World Brand of Chinese Hotels

 Chapter 4 Golden Key China with New Ideas,New Thoughts and New Situation

I. Overview of Golden Key China

II. Guiding Ideology, Basic Objectives and Working Principles of Golden Key China

III. Specific Implementation Plan of Golden Key China (2002-2005)

 Chapter 5 Internationalized Golden Key China with the Independent Brand

 Chapter 6 Faith and Pursuit, Brand and Future

 Chapter 7 Brand Management and Development,Service Network and Innovation

 Chapter 8 Golden Key China with Higher Service Quality, Faster Service Efficiency and Stronger Service Network

 Chapter 9 Global Network-based Golden Key Service

 Chapter 10 Golden Key China Moving towards Brilliance

 Chapter 11 Operation, Management and Service of Golden Key China

 Chapter 12 Brand Management and Service of Golden Key China

 Chapter 13 Chinese Service ? Brand Culture

I. Education Culture

II. Management Culture

III. Service Culture

 Chapter 14 Golden Key Making the World Full of Love

 Chapter 15 Chinese Service in the Network Times

 Chapter 16 Golden Key Service Alliance Based on the Internet

Postscript