Service Excellence in Tourism and Hospitality

Erscheinungsjahr 2021
ISBN: 978-1-77469-118-2
Verlag: Society Publishing

Buch, Englisch, 317 Seiten, Hardback, Format (B × H): 152 mm x 229 mm

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.

Autoren/Hrsg.

Tieng, Sophea

Fachgebiete

• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Dienstleistungssektor & Branchen Tourismuswirtschaft, Gastgewerbe

Inhaltsverzeichnis

- Chapter 1 Service Excellence and Quality: An Overview
- Chapter 2 Service Design: Creating Best-in-Class Customer Experiences
- Chapter 3 Customer Service in the Hospitality and Tourism
- Chapter 4 Service Innovation and Service Quality Orientation as a Business Strategic Tool in the Tourism and Hospitality Sector
- Chapter 5 Creating Excellent Guest Experiences: Servicescape and Processes
- Chapter 6 Managing Customer Expectations
- Chapter 7 Managing Customer Relations for Service Excellence
- Chapter 8 Human Resource Management in a Hospitality Environment

Über Autor(innen)

Sophea Tieng is a full time lecturer of Sustainable Tourism and Tourism Geography at Saint Paul Institute, Cambodia. Sophea graduated from Victoria University of Wellington, New Zealand, in Tourism Management, in 2016. Sophea has several years of working experiences in community development and had conducted research project on Community Based Ecotourism in Cambodia to complete a Master Degree.