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Quality service management in tourism and hospitality / Daryl Ace Cornell

By: Cornell, Daryl Ace [author]Contributor(s): Manzano, Ronald G [co-author] | Cruz, Reil G [contributor]Material type: Text

TextPublication details: Manila : Rex Book Store, c2020Edition: First EditionDescription: vi, 165 pages : black and white illustrations ; 25 cmSubject(s): TOURISM -- MANAGEMENT | HOSPITALITY INDUSTRY -- MANAGEMENTLOC classification: TX 911.3 C67 2020

Contents:

Chapter 1 : Introduction to quality service management in tourism -- Chapter 2 : Guestology -- Chapter 3 : Strategies for quality service in tourism and hospitality -- Chapter 4 : The guest and the service setting -- Chapter 5 : Service staffing in tourism and hospitality industry -- Chapter 6 : Designing and managing service -- Chapter 7 : Balancing demand and productive capacity for service -- Chapter 8 : Co-creation of quality service -- Chapter 9 : Service failures and service recovery -- Chapter 10 : Service excellence and leadership.

Summary: 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. --Back cover.

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Holdings
Item type	Current library	Home library	Collection	Shelving location	Call number	Copy number	Status	Barcode
Books	NU Fairview College LRC	NU Fairview College LRC	School of Tourism and Hospitality Management	Filipiniana	FIL TX 911.3 C67 2020 (Browse shelf(Opens below))	c.1	Available	NUFAI000003166
Books	NU Fairview College LRC	NU Fairview College LRC	School of Tourism and Hospitality Management	Filipiniana	FIL TX 911.3 C67 2020 (Browse shelf(Opens below))	c.2	Available	NUFAI000003167
Books	NU Fairview College LRC	NU Fairview College LRC	School of Tourism and Hospitality Management	Filipiniana	FIL TX 911.3 C67 2020 (Browse shelf(Opens below))	c.3	Available	NUFAI000004526

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Includes bibliographic references and index.

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. --Back cover.

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