- 320 pages
- English
- PDF
- Available on iOS & Android
eBook - PDF
Service Excellence in Tourism and Hospitality
About this book
Service excellence is about delivering to the customer expectation, and then meeting and slightly exceeding that expectation. Service operations management in the tourism and hospitality industry requires a high level of coordination, communication and facilitation to satisfy visitors. In all of these activities, service excellence means a lot to visitors in terms of their experience, and to the business it means repeat customers and word-of-mouth marketing. This book analyses important drivers of service excellence in the tourism and hospitality industry. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.
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Please note we cannot support devices running on iOS 13 and Android 7 or earlier. Learn more about using the app.
Yes, you can access Service Excellence in Tourism and Hospitality by Sophea Tieng in PDF and/or ePUB format. We have over one million books available in our catalogue for you to explore.
Information
Table of contents
- Cover
- Title Page
- Copyright
- ABOUT THE AUTHOR
- TABLE OF CONTENTS
- List of Figures
- List of Table
- List of Abbreviations
- Preface
- Chapter 1 Service Excellence and Quality: An Overview
- Chapter 2 Service Design: Creating Best-in-Class Customer Experiences
- Chapter 3 Customer Service in the Hospitality and Tourism
- Chapter 4 Service Innovation and Service Quality Orientation as a Business Strategic Tool in the Tourism and Hospitality Sector
- Chapter 5 Creating Excellent Guest Experiences: Servicescape and Processes
- Chapter 6 Managing Customer Expectations
- Chapter 7 Managing Customer Relations for Service Excellence
- Chapter 8 Human Resource Management in a Hospitality Environment
- Bibliography
- Index
- Back Cover