Sophia Tieng,
Service excellence in tourism and hospitality / Sophia Tieng. - Burlington, ON : Society Publishing, c2022. - xiii, 297 pages : color illustrations ;
Includes bibliographical references and index.
Contents: Chapter 1 Service excellence and quality: an overview -- Chapter 2 Service design: creating best-in-class customer experiences -- Chapter 3 Customer service in the hospitality and tourism -- Chapter 4 Service innovation and service quality orientation as a business strategic tool in the tourism and hospitality sector -- Chapter 5 Creating excellent guest experiences: servicescape and processes -- Chapter 6 Managing customer expectations -- Chapter 7 Managing customer relations for service excellence -- Chapter 8 Human resource management in a hospitality environment.
"The book serves as a reference guide and supplementary reading for students and researchers. Practitioners and educators also will find this book to be invaluable in their businesses and in preparing students for the business world." --Provided by the publisher
Adult
Text in English
9781774691182 [hardbound]
Customer services.
Hospitality industry.
Tourism.
Service excellence in tourism and hospitality / Sophia Tieng. - Burlington, ON : Society Publishing, c2022. - xiii, 297 pages : color illustrations ;
Includes bibliographical references and index.
Contents: Chapter 1 Service excellence and quality: an overview -- Chapter 2 Service design: creating best-in-class customer experiences -- Chapter 3 Customer service in the hospitality and tourism -- Chapter 4 Service innovation and service quality orientation as a business strategic tool in the tourism and hospitality sector -- Chapter 5 Creating excellent guest experiences: servicescape and processes -- Chapter 6 Managing customer expectations -- Chapter 7 Managing customer relations for service excellence -- Chapter 8 Human resource management in a hospitality environment.
"The book serves as a reference guide and supplementary reading for students and researchers. Practitioners and educators also will find this book to be invaluable in their businesses and in preparing students for the business world." --Provided by the publisher
Adult
Text in English
9781774691182 [hardbound]
Customer services.
Hospitality industry.
Tourism.