Cornell, Daryl Ace <br/><br/>
Quality service management in tourism and hospitality / 
Daryl Ace Cornell 
 - First Edition 
 - Manila :  Rex Book Store,  c2020. 
 - vi, 165 pages :  black and white illustrations ;  25 cm. 
<br/><br/>Includes bibliographic references and index. 
<br/><br/>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.  
<br/><br/> 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. 
<br/><br/><label>Subjects--Topical Terms: </label><br/>TOURISM -- MANAGEMENT.<br/>HOSPITALITY INDUSTRY -- MANAGEMENT.
<br/><br/><label>LC Class. No.: </label>TX  911.3 C67 2020