000 02367nam a22003017a 4500
999 _c130492
_d130492
003 phtghnu
005 20240307100736.0
007 ta
008 240307b2022 xxc||||| |||| 00| 0 eng d
020 _a 9781774691182
_q(hardcover)
040 _beng
_cHNU
_erda
082 _223
_3GC
_a338.4791 T44
_b2022
100 _aTieng, Sophea,
_eauthor.
245 _a Service excellence in tourism and hospitality /
_cSophea Tieng, author.
264 _aBurlington, ON, Canada :
_bSociety Publishing,
_c©2022.
300 _axix, 297 pages :
_bcolor illustrations ;
_c23 cm.
504 _aIncludes bibliographical references and index.
505 _aChapter 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
520 _aThe 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.
521 _aCBA
_bBachelor of Science in Hospitality Management
521 _aCBA
_bBachelor of Science in Tourism Management
546 _aIn English
650 _aCustomer services
_xManagement.
650 _aHospitality industry
_xManagement.
650 _aTourism
_vManagement.
942 _2ddc
_cBK
_h300-399