TY  - BOOK
AU  - Mrantinkovic, Aleksandar  
AU  - Piestun, Dan 
AU  -  Fouda, Hazem Shawky 
AU  -  Killlings, Felecia  
AU  - Hajj, Sandra El 
AU  -  Parveen, Fozia 
AU  - Krunic, Igor  
AU  -  Pehcevski, Jovan 
AU  - Nur, Tajina  
AU  - Stephen  
AU  - Michelle 
ED  - 3G E-Learning 
TI  - Quality service management in tourism and hospitality
SN  - 9781984659552
U1  - 647.94068  
KW  - Customer services
KW  - Tourism
KW  - Hospitality
KW  - Service industries
KW  - Quality control
KW  - Consumer satisfaction
KW  - Quality Service Management in Tourism and Hospitality
KW  - HOSM 202
N1  - 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
N2  - "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
ER  -