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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.
- Format: Inbunden
- ISBN: 9781774691182
- Språk: Engelska
- Antal sidor: 317
- Utgivningsdatum: 2021-12-30
- Förlag: Society Publishing