Quality service management in tourism and hospitality / authored and edited by 3G E-learning LLC, USA.

Material type: Text

TextPublication details: New York, NY : 3G E-Learning LLC, c2022.Edition: 2nd edDescription: xiv, 417 pages : col. illus. ; 26 cmISBN:

9781984659552

Subject(s):

DDC classification:

Ref 658.812 Q25q 2022.

Contents:

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.

Summary: 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.

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Holdings
Item type	Current library	Collection	Call number	Status	Barcode
Books	ASCOT Library - Zabali Campus Reference	Reference	Ref 658.812 Q25q 2022. (Browse shelf(Opens below))	Available	Ref6588104738

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.

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