Quality service management in tourism and hospitality / Daryll Ace C. Cornell and Ronald G. Manzano
Material type:
TextPublication details: Quezon City : Rex Book Store, c2020Edition: First EditionDescription: 165 pages ; 26 cmISBN: 9786210403794Subject(s): TOURISM -- MANAGEMENT | HOSPITALITY INDUSTRY -- MANAGEMENTLOC classification: TX 911.3.M27 .C67q 2020
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National University - Manila | National University - Manila | Gen. Ed - CTHM | Filipiniana | FIL TX 911.3.M27 .C67q 2020 (Browse shelf (Opens below)) | c.1 | Checked out | 10/11/2024 | NULIB000018465 |
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 -- References -- photo Attribution -- Index.
This textbook came into being as a response to the need of having a textbook specific to the course Quality Service Management under the Hospitality Tourism Management program.
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