TY  - BOOK
AU  - Cornell, Daryl Ace V.
AU  - Manzano, Ronald G.
TI  - Quality service management in tourism and hospitality
SN  - 978-621-04-0379-4
AV  - FIL TX 911.3 .M27 .C67q 2020 c.1 
PY  - 2020///
CY  - Manila
PB  - Rex Book Store
KW  - HOSPITALITY INDUSTRY -- MANAGEMENT
N1  - Includes reference 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. 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
N2  - 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
ER  -