Service Quality Management in Hospitality, Tourism, and Leisure
eBook - ePub

Service Quality Management in Hospitality, Tourism, and Leisure

  1. 358 pages
  2. English
  3. ePUB (mobile friendly)
  4. Available on iOS & Android
eBook - ePub

Service Quality Management in Hospitality, Tourism, and Leisure

Book details
Table of contents
Citations

About This Book

Does your staff deliver the highest quality service possible?Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include:

  • services management
  • marketing
  • operations management
  • human resources management
  • service quality management

Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.

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Yes, you can access Service Quality Management in Hospitality, Tourism, and Leisure by Connie Mok, Beverley Sparks, Jay Kadampully in PDF and/or ePUB format, as well as other popular books in Business & Hospitality, Travel & Tourism Industry. We have over one million books available in our catalogue for you to explore.

Information

Publisher
Routledge
Year
2013
ISBN
9781136386633
Edition
1
Topic
Business
Subtopic
Hospitality, Travel & Tourism Industry
Index
Business

Table of contents

  1. Front Cover
  2. Half Title
  3. Title Page
  4. Copyright
  5. CONTENTS
  6. About the Editors
  7. Contributors
  8. Preface
  9. Chapter 1. Concepts of Tourism, Hospitality, and Leisure Services
  10. Chapter 2. Unique Characteristics of Tourism, Hospitality, and Leisure Services
  11. Chapter 3. Service Quality Concepts and Dimensions Pertinent to Tourism, Hospitality, and Leisure Services
  12. Chapter 4. The Impact of People, Process, and Physical Evidence on Tourism, Hospitality, and Leisure Service Quality
  13. Chapter 5. Understanding the Role of the Service Encounter in Tourism, Hospitality, and Leisure Services
  14. Chapter 6. Service Quality, Customer Satisfaction, and Value: An Examination of Their Relationships
  15. Chapter 7. Competitive Advantages of Service Quality in Hospitality, Tourism, and Leisure Services
  16. Chapter 8. Approaches to Enhance Service Quality Orientation in the United Kingdom: The Role of the Public Sector
  17. Chapter 9. Service Quality Monitoring and Feedback Systems
  18. Chapter 10. Measuring Service Quality and Customer Satisfaction
  19. Chapter 11. Managing Service Failure Through Recovery
  20. Chapter 12. Empowering Service Personnel to Deliver Quality Service
  21. Chapter 13. Service Guarantee: An Organization’s Blueprint for Assisting the Delivery of Superior Service
  22. Chapter 14. Managing and Marketing Internal and External Relationships
  23. Chapter 15. Cross-Cultural Issues in Service Quality
  24. Chapter 16. Technology and Its Impact on Service Quality
  25. Chapter 17. Delivering on Service: What Are the Questions and Challenges for Tomorrow’s “Virtual University”?
  26. Index