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ISBN
| 0 85199 995 6 | |
DDC
| 910.68 | |
Tác giả CN
| Laws, Eric | |
Nhan đề
| Improving tourism and hospitality services / Eric Laws | |
Thông tin xuất bản
| Wallingford : Cambridge, MA : CABI Pub, 2004 | |
Mô tả vật lý
| 222 p. | |
Tóm tắt
| This book analyses the nature and quality of service experiences for the tourism and hospitality industry's clients, its staff and others affected by its operations. It draws together several approaches for the study of tourist satisfaction, equating this with quality in tourism and hospitality services. It examines situations that have caused problems resulting in customer dissatisfaction. Other examples show how some of the industry's most successful organizations succeed in providing profitable services that their customers enjoy. Also discussed is the significance of the marketing function in hospitality and tourism, particularly as it relates to customer expectations of service standards and consumer buying decisions. Other issues in the effective management of services are examined. The book has 8 chapters and a subject index. It also includes an appendix in the form of a set of slides for a management development workshop summarizing the main points in this book. | |
Từ khóa tự do
| Hospitality industry. | |
Từ khóa tự do
| Tourism. | |
Từ khóa tự do
| Consumer satisfaction. | |
Địa chỉ
| Thư Viện Đại học Nguyễn Tất Thành |
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| 008 | 200812s2004 pau eng |
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| 009 | 1 0 |
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| 020 | |a0 85199 995 6 |
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| 044 | |apau |
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| 082 | |a910.68|bE681|223 |
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| 100 | |aLaws, Eric |
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| 245 | |aImproving tourism and hospitality services / |cEric Laws |
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| 260 | |aWallingford : |bCambridge, MA : CABI Pub, |c2004 |
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| 300 | |a222 p. |
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| 504 | |aIncludes bibliographical references (Pages 201-218) |
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| 520 | |aThis book analyses the nature and quality of service experiences for the tourism and hospitality industry's clients, its staff and others affected by its operations. It draws together several approaches for the study of tourist satisfaction, equating this with quality in tourism and hospitality services. It examines situations that have caused problems resulting in customer dissatisfaction. Other examples show how some of the industry's most successful organizations succeed in providing profitable services that their customers enjoy. Also discussed is the significance of the marketing function in hospitality and tourism, particularly as it relates to customer expectations of service standards and consumer buying decisions. Other issues in the effective management of services are examined. The book has 8 chapters and a subject index. It also includes an appendix in the form of a set of slides for a management development workshop summarizing the main points in this book. |
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| 541 | |aMua |
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| 653 | |aHospitality industry. |
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| 653 | |aTourism. |
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| 653 | |aConsumer satisfaction. |
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| 852 | |aThư Viện Đại học Nguyễn Tất Thành |
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