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 a faculty researcher from the Polytechnic University of the Philippines and a part-time teacher at his alma mater, San Sebastian College-Recoletos, and in the graduate school program of the Lyceum of the Philippines University. He is the former president of the Philippine Association of Researchers for Tourism and Hospitality (PARTH), Inc., Dr. Cornell is also an active researcher, 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.
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