Improving Tourism and Hospitality Services
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Consumer satisfaction is a key issue for all those involved in tourism and hospitality services. Through a multitude of case studies, this book explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction. It outlines the various frameworks available for the study of tourist satisfaction, before examining service delivery systems and definitions of quality. It then discusses the role that marketing can play in tourism and hospitality services, and the ways in which hospitality and tourism services can be improved. The book contains examples of customer dissatisfaction, and examples of organizations that have succeeded in providing profitable services with high levels of customer loyalty.
Ch. 1Service quality in tourism and hospitalityCh. 2Tourism and hospitality service quality researchCh. 3Analysing service experiences in tourism and hospitalityCh. 4Tourism and hospitality service delivery systemsCh. 5Service quality and tourist satisfactionCh. 6Marketing tourism and hospitality servicesCh. 7Improving tourism and hospitality service systemsCh. 8The management of tourism and hospitality organizationsAppSlides for a management development workshop
