2024 HRM-Tourism Catalog

QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY

2020 04-TB-00029-0 978-621-04-0379-4 BS Hospitality Management and BS Tourism Management

COPYRIGHT: ITEM CODE: ISBN: PROGRAMS:

SCAN ME

CONTENTS

CONTENTS

Preface

............................................................................................................

v

Chapter 1:

Introduction to Quality Service Management in Tourism and Hospitality ................................................................

1

Chapter 2:

Guestology .......................................................................................

12

Chapter 3:

Strategies for Quality Service in Tourism and Hospitality.....

24

Chapter 4:

The Guest and the Service Setting .............................................

36

Chapter 5:

Service Staffing in Tourism and Hospitality Industry ...............

50

Chapter 6:

Designing and Managing Service..................................................

74

Chapter 7:

Balancing Demand and Productive Capacity for Quality Service .......................................................

89

Chapter 8:

Co-creation of Quality Service ...................................................

109

Chapter 9:

Service Failures and Service Recovery ......................................

123

Chapter 10: Service Excellence and Leadership .............................................

131

References

............................................................................................................

145 151 157

Photo Attribution.......................................................................................................

Index

............................................................................................................

iii

52

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