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Quality service management in tourism and hospitality / Daryl Ace V. Cornell, Ronald G. Manzano, Riel G. Cruz, coordinator.

By: Contributor(s): Material type: TextTextLanguage: English Series: HRM-Tourism seriesPublication details: Manila, Philippines : Rex Book Store, c2020.Edition: First editionDescription: vi, 165 pages : illustrations, photogs ; 25 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 9786210403794 (paperback)
Subject(s): LOC classification:
  • TX 911.3 .M27 .2020 C67
Online resources:
Contents:
Chapter 1 : Introduction to quality service management in tourism and hospitality. -- Chapter 2 : Guestology. -- Chapter 3: Strategies for quality service in tourism and hospitality. -- Chapter 4 : The guest and the service setting. -- Chapter 5 : Service staffing in tourism and hospitality industry. -- Chapter 6 : Designing and managing service. -- Chapter 7 : Balancing demand and productive capacity for quality service. -- Chapter 8 : Co-creation of quality service. -- Chapter 9 : Service failures and service recovery. -- Chapter 10 : Service excellence and leadership.
Summary: "This textbook enables the readers to recognize and assess quality management and service management processes in a hospitality and tourism-related organization. Topics include service design, service quality, service recovery, and service failure among others."--Back cover
List(s) this item appears in: Hospitality Management (2024), Bachelor of Science in | Tourism Management, Bachelor of Science in
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Books Books Foundation University Library Circulation (CHM) TX 911.3 .M27 .2020 C67 (Browse shelf(Opens below)) Link to resource Available 0252025003036

OBE : Outcome-Based Education -- Front cover

Includes bibliographical references and index.

Chapter 1 : Introduction to quality service management in tourism and hospitality. -- Chapter 2 : Guestology. -- Chapter 3: Strategies for quality service in tourism and hospitality. -- Chapter 4 : The guest and the service setting. -- Chapter 5 : Service staffing in tourism and hospitality industry. -- Chapter 6 : Designing and managing service. -- Chapter 7 : Balancing demand and productive capacity for quality service. -- Chapter 8 : Co-creation of quality service. -- Chapter 9 : Service failures and service recovery. -- Chapter 10 : Service excellence and leadership.

"This textbook enables the readers to recognize and assess quality management and service management processes in a hospitality and tourism-related organization. Topics include service design, service quality, service recovery, and service failure among others."--Back cover

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