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

By:

Cornell, Daryl Ace V

Contributor(s):

Manzano, Ronald G

Material type: Text

TextPublication details: Manila : Rex Book Store, c2020Description: vi, 165 pages : illustrations ; 26cmISBN:

978-621-04-0379-4

Subject(s):

HOSPITALITY INDUSTRY -- MANAGEMENT

LOC classification:

FIL TX 911.3 .M27 .C67q 2020 c.1

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. Ervice 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 organizatio. Topic include service design, service quality, service recovery, and service failure among others.

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Holdings
Item type	Home library	Shelving location	Call number	Status	Date due	Barcode
Filipiniana	NU BALIWAG	Filipiniana	FIL TX 911.3 .M27 .C67q 2020 c.1 (Browse shelf(Opens below))	Available		NUBUL000004491

Includes reference and index

This textbook enables the readers to recognize and assess quality management and service management processes in a hospitality and tourism- related organizatio. Topic include service design, service quality, service recovery, and service failure among others.