Cornell, Daryl Ace V. creator author Manzano, Ronald G. author text Manila, Philippines Rex Book Store c2020 First edition monographic eng

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vi, 165 pages : illustrations, photogs ; 25 cm "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 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. Daryl Ace V. Cornell, Ronald G. Manzano, Riel G. Cruz, coordinator. OBE : Outcome-Based Education -- Front cover Includes bibliographical references and index. Hospitality industry Management Tourism Service industries Management TX 911.3 .M27 .2020 C67 9786210403794 (paperback) https://drive.google.com/file/d/1q4Gy3saqtS7CJCoHIc0X7kFijeIOawVa/view?usp=sharing https://drive.google.com/file/d/1q4Gy3saqtS7CJCoHIc0X7kFijeIOawVa/view?usp=sharing 230301 20260506142505.0 English