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