TY  - BOOK
AU  - Cornell, Daryl Ace V.
AU  - Manzano, Ronald G.
TI  - Quality service management in tourism and hospitality
T2  - HRM-Tourism series
SN  - 9786210403794 (paperback)
AV  - TX 911.3 .M27 .2020 C67
KW  - Hospitality industry
KW  - Management
KW  - Tourism
KW  - Service industries
KW  - Quality Service Management in Tourism and Hospitality
KW  - HOSM 202
N1  - 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
N2  - "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

UR  - https://drive.google.com/file/d/1q4Gy3saqtS7CJCoHIc0X7kFijeIOawVa/view?usp=sharing
ER  -