Quality Service Management in Tourism and Hospitality
This textbook enables the readers to recognize and assess quality management and service management processes in a hospitality and tourism-related organization. Topics include service design, service quality, service recovery, and service failure, among others.
ABOUT THE AUTHORS
Daryl Ace V. Cornell, Ph.D., CGSP
He is an associate professor and the chief of the Center for Research Dissemination and Linkages at the Polytechnic University of the Philippines-Manila and a part-time faculty member at his alma mater, San Sebastian College-Recoletos, and in the graduate school program of the Lyceum of the Philippines University-Manila. He is also an adjunct faculty member of the University College Sedaya International (UCSI) University in Sarawak, Malaysia. He is the founding president of the Philippine Association of Researchers for Tourism and Hospitality (PARTH), Inc., and an associate member of Division VIII (Social Sciences) of the National Research Council of the Philippines, Department of Science and Technology. Dr. Cornell is also an active researcher, a peer reviewer, a prolific author, a resource person, and a Certified Guest Service Professional in the academic field of tourism and hospitality.
Ronald G. Manzano, DBA
He is the department head of the Tourism Management program under the College of Hospitality and Tourism Department at the Trinity University of Asia. He finished his Bachelor of Science in Tourism at the University of the Philippines Asian Institute of Tourism before joining the government service. He started his professional career at the Department of Tourism, where he developed his skills and gained valuable experience as a tourism practitioner. Likewise, he is a former associate dean of the Institute of Tourism and Hotel Management at Far Eastern University. While in the academe, he earned his Doctor of Business of Administration from the Colegio de San Juan de Letran. Dr. Manzano is also an author, a researcher, a graduate school lecturer, a consultant, and a thesis adviser.
ABOUT THE COORDINATOR
Reil G. Cruz, PhD
He is an associate professor of tourism at the University of the Philippines Asian Institute of Tourism. He has authored four tourism books under Rex Book Store, Inc., drawing from his experiences as a consultant and as a researcher. He is engaged in formulating a master plan for the island of Samar, as well as in leading a project for sustainable livelihood in four remote island communities in Northeastern Mindanao. His most recent activities are in the areas of tourism regulation and overtourism in Boracay.
2025 Higher Education Learning Solutions for the Hospitality and Tourism Program 331
Made with FlippingBook Ebook Creator