Buslon, Van Mari,
Quality service management in tourism and hospitality / Van Mari Buslon, DBA., Rene D. Osorno, ED.D., and Grayfield T. Bajao, DM-HRM. - v, 124 pages ; 25 cm.
Includes bibliographical references and index.
Chapter I. Introduction to quality service management in tourism and hospitality -- Chapter II. Guestology -- Chapter III. Quality service management strategies for tourism and hospitality -- Chapter IV. Service setting for the guest experience -- Chapter V. Staffing for service in tourism and hospitality -- Chapter VI. Designing and managing service in the tourism and hospitality industry -- Chapter VII. Strategies for managing demand and capacity -- Chapter VIII. Value co-creation of quality service -- Chapter IX. Service failure and recovering in tourism and hospitality -- Chapter X. Service excellence and leadership -- References
9786214182800
Tourism --Customer services.
Hospitality industry--Customer services.
Customer services --Quality control.
338.4791
Quality service management in tourism and hospitality / Van Mari Buslon, DBA., Rene D. Osorno, ED.D., and Grayfield T. Bajao, DM-HRM. - v, 124 pages ; 25 cm.
Includes bibliographical references and index.
Chapter I. Introduction to quality service management in tourism and hospitality -- Chapter II. Guestology -- Chapter III. Quality service management strategies for tourism and hospitality -- Chapter IV. Service setting for the guest experience -- Chapter V. Staffing for service in tourism and hospitality -- Chapter VI. Designing and managing service in the tourism and hospitality industry -- Chapter VII. Strategies for managing demand and capacity -- Chapter VIII. Value co-creation of quality service -- Chapter IX. Service failure and recovering in tourism and hospitality -- Chapter X. Service excellence and leadership -- References
9786214182800
Tourism --Customer services.
Hospitality industry--Customer services.
Customer services --Quality control.
338.4791