Service Excellence in Tourism and Hospitality

Inbunden, Engelska, 2021

2 419 kr

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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.

Produktinformation

Utgivningsdatum2021-12-30
Mått152 x 229 x undefined mm
Vikt633 g
FormatInbunden
SpråkEngelska
Antal sidor317
FörlagArcler Press
ISBN9781774691182

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Chapter 1 Service Excellence and Quality: An OverviewChapter 2 Service Design: Creating Best-in-Class Customer ExperiencesChapter 3 Customer Service in the Hospitality and TourismChapter 4 Service Innovation and Service Quality Orientation as a Business Strategic Tool in the Tourism and Hospitality SectorChapter 5 Creating Excellent Guest Experiences: Servicescape and ProcessesChapter 6 Managing Customer ExpectationsChapter 7 Managing Customer Relations for Service ExcellenceChapter 8 Human Resource Management in a Hospitality Environment