University of Cebu-Banilad Library catalog › Details for: Quality service management in tourism and hospitality /

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Quality service management in tourism and hospitality / Daryl Ace V. Cornell, Ronald G. Manzano, Reil G. Cruz.

By: Cornell, Daryl Ace V [author. ]Contributor(s): Manzano, Ronald G [author. ] | Cruz, Reil G [author. ]Material type: Text

TextPublisher: Manila, Philippines : Rex Book Store, Inc., c2020Edition: First editionDescription: vi, 165 pages : illustrations (black and white) ; 26 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 9786210403794 [newsprint]Subject(s): Tourism -- Management | Hospitality industry -- Management

Contents:

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.

Summary: "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

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Item type	Current location	Call number	Status	Date due	Barcode
Filipiniana	College Library Filipiniana	647.94 C81 2020 (Browse shelf)	Available		3UCBL000028772

Includes bibliographical references and 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 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

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Purchased Lopez, Edilyn College of Tourism Management Tourism

Text in English

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