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CAB eBooks

Ebooks on agriculture and the applied life sciences from CAB International

CABI Book Info

Improving tourism and hospitality services.

Book cover for 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 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.


Book Chapters

Chapter: 1 (Page no: 1) Service quality in tourism and hospitality. Author(s): Laws, E.
Chapter: 2 (Page no: 13) Tourism and hospitality service quality research. Author(s): Laws, E.
Chapter: 3 (Page no: 32) Analysing service experiences in tourism and hospitality. Author(s): Laws, E.
Chapter: 4 (Page no: 48) Tourism and hospitality service delivery systems. Author(s): Laws, E.
Chapter: 5 (Page no: 79) Service quality and tourist satisfaction. Author(s): Laws, E.
Chapter: 6 (Page no: 100) Marketing tourism and hospitality services. Author(s): Laws, E.
Chapter: 7 (Page no: 130) Improving tourism and hospitality service systems. Author(s): Laws, E.
Chapter: 8 (Page no: 158) The management of tourism and hospitality organizations. Author(s): Laws, E.

Book details

  • Year of Publication
  • 2004
  • ISBN
  • 9780851999951
  • Record Number
  • 20043172043