000			01977nam a22002297a 4500
003			OSt
005			20250904135527.0
008			250904b |||||||| |||| 00| 0 eng d
020			_a9781984659552
040			_beng _cASCOT College Library
082			_aRef 658.812 Q25q 2022.
245			_aQuality service management in tourism and hospitality / _cauthored and edited by 3G E-learning LLC, USA.
250			_a2nd ed.
260			_aNew York, NY : _b3G E-Learning LLC, _cc2022.
300			_axiv, 417 pages : _bcol. illus. ; _e26 cm.
500			_aIncludes 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.
505			_aChapter 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.
520			_aTh 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.
650			_aTourism industry -- Customer services.
650			_aHospitality industry -- Customer services.
942			_cBK _2ddc
999			_c5834 _d5834