Cornell, Daryl Ace V. <br/><br/>
Quality service management in tourism and hospitality / 
Daryl Ace V. Cornell and Ronald G. Manzano 
 - Manila :  Rex Book Store,  c2020 
 - vi, 165 pages :  illustrations ;  26cm. 
<br/><br/>Includes reference and index 
<br/><br/>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. 
<br/><br/> 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. 
<br/><br/><label>ISBN: </label>978-621-04-0379-4 
<br/><br/><label>Subjects--Topical Terms: </label><br/>HOSPITALITY INDUSTRY -- MANAGEMENT
<br/><br/><label>LC Class. No.: </label>FIL TX 911.3 .M27 .C67q 2020 c.1