TY  - BOOK
AU  - Cornell, Daryl Ace
AU  - Manzano, Ronald G.
AU  - Cruz, Reil G.
TI  - Quality service management in tourism and hospitality
AV  - TX  911.3 C67 2020 
PY  - 2020///
CY  - Manila
PB  - Rex Book Store
KW  - TOURISM -- MANAGEMENT
KW  - HOSPITALITY INDUSTRY -- MANAGEMENT
N1  - Includes bibliographic references and index; 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.
N2  - 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
ER  -