Quality Service Management in Tourism and Hospitality
2020 04-TB-00029-0 978-621-04-0379-4 BS Hospitality Management and BS Tourism Management
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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
2025 Higher Education Learning Solutions for the Hospitality and Tourism Program 332
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