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Improving tourism and hospitality services /

This book analyses the nature and quality of service experiences for the tourism and hospitality industry's clients, its staff and others affected by its operations. It draws together several approaches for the study of tourist satisfaction, equating this with quality in tourism and hospitality...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Laws, Eric, 1945-
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Wallingford ; Cambridge, MA : CABI Pub., ©2004.
Temas:
Acceso en línea:Texto completo

MARC

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100 1 |a Laws, Eric,  |d 1945-  |1 https://id.oclc.org/worldcat/entity/E39PBJg8Bw3p3mMv9kvcKBrH4q 
245 1 0 |a Improving tourism and hospitality services /  |c Eric Laws. 
260 |a Wallingford ;  |a Cambridge, MA :  |b CABI Pub.,  |c ©2004. 
300 |a 1 online resource (xviii, 203 pages) :  |b illustrations 
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504 |a Includes bibliographical references (pages 183-200) and index. 
588 0 |a Print version record. 
520 3 |a This book analyses the nature and quality of service experiences for the tourism and hospitality industry's clients, its staff and others affected by its operations. It draws together several approaches for the study of tourist satisfaction, equating this with quality in tourism and hospitality services. It examines situations that have caused problems resulting in customer dissatisfaction. Other examples show how some of the industry's most successful organizations succeed in providing profitable services that their customers enjoy. Also discussed is the significance of the marketing function in hospitality and tourism, particularly as it relates to customer expectations of service standards and consumer buying decisions. Other issues in the effective management of services are examined. The book has 8 chapters and a subject index. It also includes an appendix in the form of a set of slides for a management development workshop summarizing the main points in this book. 
505 0 |a Service quality in tourism and hospitality -- Tourism and hospitality service quality research -- Analysing service experiences in tourism and hospitality -- Tourism and hospitality service delivery systems -- Service quality and tourist satisfaction -- Marketing tourism and hospitality services -- Improving tourism and hospitality service systems -- The management of tourism and hospitality organizations. 
590 |a ProQuest Ebook Central  |b Ebook Central Academic Complete 
650 0 |a Tourism. 
650 0 |a Hospitality industry. 
650 0 |a Consumer satisfaction. 
650 0 |a Recreation. 
650 2 |a Leisure Activities 
650 2 |a Consumer Behavior 
650 6 |a Accueil (Tourisme) 
650 6 |a Consommateurs  |x Satisfaction. 
650 6 |a Loisirs. 
650 7 |a recreation.  |2 aat 
650 7 |a SCIENCE  |x Earth Sciences  |x Geography.  |2 bisacsh 
650 7 |a TRAVEL  |x Budget.  |2 bisacsh 
650 7 |a TRAVEL  |x Hikes & Walks.  |2 bisacsh 
650 7 |a TRAVEL  |x Museums, Tours, Points of Interest.  |2 bisacsh 
650 7 |a TRAVEL  |x Parks & Campgrounds.  |2 bisacsh 
650 7 |a Consumer satisfaction.  |2 cabt 
650 7 |a Hospitality industry.  |2 cabt 
650 7 |a Management.  |2 cabt 
650 7 |a Marketing.  |2 cabt 
650 7 |a Tourism.  |2 cabt 
650 7 |a Tourist industry.  |2 cabt 
650 7 |a Recreation  |2 fast 
650 7 |a Consumer satisfaction  |2 fast 
650 7 |a Hospitality industry  |2 fast 
650 7 |a Tourism  |2 fast 
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