Publisher's Synopsis
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality and tourism. 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 and tourism 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. Topics covered include, services management, marketing, operations management, human resources management, service quality management. Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.
