Quality service management in tourism and hospitality /
Quality service management in tourism and hospitality /
authored and edited by 3G E-learning LLC, USA.
- 2nd ed.
- New York, NY : 3G E-Learning LLC, c2022.
- xiv, 417 pages : col. illus. ; 26 cm.
Includes bibliographical references and index.
Features:
Full color book plus DVD.--
Over 100 hours interactive e-lectures, quiz and videos in DVD.--
DVD has many useful features for teachers to teach with digital resources in classroom.
Chapter 1. Tourism and hospitality services. - -
Chapter 2. Service quality in tourism and hospitality services. - -
Chapter 3. Service marketing. - -
Chapter 4. Service quality, customer satisfaction, and value. - -
Chapter 5. Managing service failure and empowering service. - -
Chapter 6. Cross-cultural issues in service quality. - -
Chapter 7. Meeting guest expectations through planning. - -
Chapter 8. Developing the hospitality culture: everyone serves!. - -
Chapter 9. Staffing for service. - -
Index.
Th 2nd edition of this book contains nine chapters. This book discusses methods for understanding what hospitality organizations want in order to improve services, covering strategies to evaluate customer satisfaction. The book aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism. It also explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction." - - Provided by publisher.
9781984659552
Tourism industry -- Customer services.
Hospitality industry -- Customer services.
Ref 658.812 Q25q 2022.
Includes bibliographical references and index.
Features:
Full color book plus DVD.--
Over 100 hours interactive e-lectures, quiz and videos in DVD.--
DVD has many useful features for teachers to teach with digital resources in classroom.
Chapter 1. Tourism and hospitality services. - -
Chapter 2. Service quality in tourism and hospitality services. - -
Chapter 3. Service marketing. - -
Chapter 4. Service quality, customer satisfaction, and value. - -
Chapter 5. Managing service failure and empowering service. - -
Chapter 6. Cross-cultural issues in service quality. - -
Chapter 7. Meeting guest expectations through planning. - -
Chapter 8. Developing the hospitality culture: everyone serves!. - -
Chapter 9. Staffing for service. - -
Index.
Th 2nd edition of this book contains nine chapters. This book discusses methods for understanding what hospitality organizations want in order to improve services, covering strategies to evaluate customer satisfaction. The book aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism. It also explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction." - - Provided by publisher.
9781984659552
Tourism industry -- Customer services.
Hospitality industry -- Customer services.
Ref 658.812 Q25q 2022.