000			03540nam a22004457a 4500
003			OSt
005			20230831092241.0
008			230831b |||||||| |||| 00| 0 eng d
020			_a9781984659552 _c[paperback].
020			_cMindmovers :
020			_c₱5,400.00
040			_bEnglish _cFoundation University Library
082			_a647.94068 _bT41 2022
110			_a3G E-Learning _eAuthor
245			_aQuality service management in tourism and hospitality / _cby 3G E-Learning
250			_a2ND EDITION.
260			_aNew York, NY : _b3G E-Learning, _c2022
300			_axv, 417 pages : _bcolor illustrations ; _c26 cm _e+ 1 DVD 4 3/4 in.
500			_aTables.
504			_aIncludes bibliographical references and index.
505			_aChapter 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
520			_a"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
650			_aCustomer services. _96934
650			_aTourism.
650			_aHospitality. _96930
650			_aService industries _xQuality control. _96935
650			_aConsumer satisfaction. _96836
700			_aMrantinkovic, Aleksandar _eEditor _96919
700			_aPiestun, Dan _eEditor _96920
700			_a Fouda, Hazem Shawky _eEditor _96921
700			_a Killlings, Felecia _eEditor _96922
700			_aHajj, Sandra El _eEditor _96923
700			_a Parveen, Fozia _eEditor _96924
700			_aKrunic, Igor _eEditor _96925
700			_a Pehcevski, Jovan _eEditor _96926
700			_aNur, Tajina _eEditor _96927
700			_aStephen _eEditor _96928
700			_aMichelle _eEditor _96929
942			_2ddc _cBK _n0
999			_c3273 _d3273