Local cover image
Local cover image

Quality service management in tourism and hospitality / by 3G E-Learning

By: Contributor(s): Material type: TextSeries: CHM-HosMgt SeriesEdition: 2ND EDITIONDescription: xv, 417 pages : color illustrations ; 26 cm + 1 DVD 4 3/4 in. resourceContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 9781984659552
Subject(s): DDC classification:
  • 647.94068  T41 2022
LOC classification:
  • TX 911.3.M27 .2022 T47
Online resources:
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: "Quality in tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards. Delivering quality service is one of the major challenges the hospitality managers will be facing in the following years as it is essential condition for success in the emerging, keenly competitive, global hospitality markets. There are various tools that measure and improve quality service, as well as mechanisms for quality recognition in the tourism and hospitality industry. Quality management in the hospitality industry is the consistent delivery of service and reward it with loyalty and referrals. When guests know they can expect to receive the same level of service every time they visit, you've achieved effective quality management. Employees in the hotel industry are all expected to provide exceptional customer service. The 2nd edition of this book contains the nine chapters. This book discusses methods for understanding what hospitality organizations want in order to improve services, covering strategies to evaluate customer satisfaction. This book aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism. It is also explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction. The DVD is also a useful tool for teachers to teach with digital resources in classroom and do a great job illustrating skills and techniques that are otherwise difficult to explain." --Provided by the Publisher
List(s) this item appears in: Hospitality Management, Bachelor of Science in | Tourism Management, Bachelor of Science in
Tags from this library: No tags from this library for this title. Log in to add tags.
Star ratings
    Average rating: 0.0 (0 votes)
Holdings
Item type Current library Collection Call number URL Status Barcode
Books Foundation University Library CoHospitality Management Non-fiction (CHM-HosMgt) TX 911.3.M27 .2022 T47 (Browse shelf(Opens below)) Link to resource Preservation Copy 0252026003106
Books Foundation University Library CoHospitality Management Non-fiction (CHM-HosMgt) TX 911.3.M27 .2022 T47 c.2 (Browse shelf(Opens below)) Link to resource Room Use Only 0252026003107
Books Foundation University Library CoHospitality Management Circ 647.94068 T41 2022 (Browse shelf(Opens below)) Link to resource Available 63083
Browsing Foundation University Library shelves, Shelving location: CoHospitality Management, Collection: Non-fiction Close shelf browser (Hides shelf browser)

Tables.

Includes bibliographical references and index.

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

"Quality in tourism and hospitality industry involves consistent delivery of products and guest services according to expected standards. Delivering quality service is one of the major challenges the hospitality managers will be facing in the following years as it is essential condition for success in the emerging, keenly competitive, global hospitality markets. There are various tools that measure and improve quality service, as well as mechanisms for quality recognition in the tourism and hospitality industry. Quality management in the hospitality industry is the consistent delivery of service and reward it with loyalty and referrals. When guests know they can expect to receive the same level of service every time they visit, you've achieved effective quality management. Employees in the hotel industry are all expected to provide exceptional customer service.

The 2nd edition of this book contains the nine chapters. This book discusses methods for understanding what hospitality organizations want in order to improve services, covering strategies to evaluate customer satisfaction. This book aims to develop an awareness of the underpinning theories of quality as applicable to leisure and tourism. It is also explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction.

The DVD is also a useful tool for teachers to teach with digital resources in classroom and do a great job illustrating skills and techniques that are otherwise difficult to explain." --Provided by the Publisher

There are no comments on this title.

to post a comment.

Click on an image to view it in the image viewer

Local cover image