Cornell, Daryl Ace V.,
Quality service management in tourism and hospitality / Daryl Ace V. Cornell, Ronald G. Manzano, Reil G. Cruz. - First edition. - Manila, Philippines : Rex Book Store, Inc., c2020. - vi, 165 pages : illustrations (black and white) ; 26 cm.
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.
"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 and Tourism Management programs. The authors determined that in order for students to have a unified understanding and appreciation of the concepts and principles of service quality and excellence, they must have access to a resource material that covers exactly what is required in the syllabus of the course. The authors provided cases that would present an actual application of topics in every chapter of this textbook. To foster enhanced learning, guide questions for further discussions are provided. Activities and experiential exercises are also suggested at the end of each chapter to allow the students to have an actual and firsthand understanding of the topics discussed." --Preface
Adult
Text in English
9786210403794 [newsprint]
Tourism --Management
Hospitality industry --Management
Quality service management in tourism and hospitality / Daryl Ace V. Cornell, Ronald G. Manzano, Reil G. Cruz. - First edition. - Manila, Philippines : Rex Book Store, Inc., c2020. - vi, 165 pages : illustrations (black and white) ; 26 cm.
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.
"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 and Tourism Management programs. The authors determined that in order for students to have a unified understanding and appreciation of the concepts and principles of service quality and excellence, they must have access to a resource material that covers exactly what is required in the syllabus of the course. The authors provided cases that would present an actual application of topics in every chapter of this textbook. To foster enhanced learning, guide questions for further discussions are provided. Activities and experiential exercises are also suggested at the end of each chapter to allow the students to have an actual and firsthand understanding of the topics discussed." --Preface
Adult
Text in English
9786210403794 [newsprint]
Tourism --Management
Hospitality industry --Management