Includes bibliographical references and index.

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

The hospitality industry thrives on customer service (CS) because it cannot function without customers. Hospitality includes lodging, tourism, transportation, and even something like a theme park. All of these businesses rely on customers to succeed. In fact, great customer service leads to better customer loyalty, higher revenue, and lower costs. Service excellence is an important area where many in the hospitality industry need to investigate and uncover new opportunities for adoption and development. Service excellence is described as meeting and slightly exceeding the customer's expectations. Most businesses offer decent customer service, but consumers return to those who go above and beyond to provide service excellence.

College of Business and Accountancy Bachelor of Science in Hospitality Management

College of Business and Accountancy Bachelor of Science in Tourism Management

In English