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Improving Tourism and Hospitality Services

Improving Tourism and Hospitality Services


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About the Book

This book analyzes the nature and quality of experiences for the industry's clients, its staff and others affected by its operations. It draws together several approaches to the study of tourist satisfaction, equating this with quality in tourism or hospitality services. It examines situations
which have caused problems resulting in customer dissatisfaction, where the quality of service provided has fallen short of expectations, for various reasons. Other examples show how some of the industry's most successful organizations succeed in providing profitable services which their customers
enjoy, and return to as loyal customers knowing what standards of service to expect.
About the Author:
Professor Eric Laws is the author of a dozen books on tourism management. He has now retired and conducts short courses on tourism service quality in interesting parts of the world.


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Product Details
  • ISBN-13: 9780851999951
  • Publisher: Cabi
  • Publisher Imprint: Cabi
  • Depth: 13
  • Language: English
  • Returnable: Y
  • Spine Width: 12 mm
  • Width: 139 mm
  • ISBN-10: 0851999956
  • Publisher Date: 01 Oct 2004
  • Binding: Paperback
  • Height: 193 mm
  • No of Pages: 232
  • Series Title: English
  • Weight: 594 gr


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