000			02648nam a22003497a 4500
003			OSt
005			20250604091738.0
008			250528b |||||||| |||| 00| 0 eng d
020			_a9786210403794 [newsprint]
040			_aUniversity of Cebu-Banilad _cUniversity of Cebu-Banilad
100			_aCornell, Daryl Ace V., _eauthor.
245			_aQuality service management in tourism and hospitality / _cDaryl Ace V. Cornell, Ronald G. Manzano, Reil G. Cruz.
250			_aFirst edition.
260			_aManila, Philippines : _bRex Book Store, Inc., _cc2020.
300			_avi, 165 pages : _billustrations (black and white) ; _c26 cm.
336			_2rdacontent _atext
337			_2rdamedia _aunmediated
338			_2rdacarrier _avolume
504			_aIncludes bibliographical references and index.
505			_aChapter 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.
520			_a"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
521			_aAdult
541			_aPurchased _xLopez, Edilyn _yCollege of Tourism Management _zTourism
546			_aText in English
650			_aTourism _xManagement
650			_aHospitality industry _xManagement
700			_aManzano, Ronald G., _eauthor.
700			_aCruz, Reil G., _eauthor.
942			_2ddc _cBK
998			_cJanna [new] _d05/28/2025
999			_c13629 _d13629