Baluyot, Michael Bhobet B. creator author. text bibliography ph 2021 monographic eng

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viii, 141 pages : illustrations ; 23 cm. "This textbook provides varied and relevant topics about the concepts and strategies in managing quality service in hospitality and tourism industry. Topics include the meaning, importance, principles, dimensions and phases of quality service. It also discusses the basic concepts of total quality management that is related and applicable in service management of the hospitality and tourism industry."-- Back cover. Overview of quality service -- Customer service through quality management -- Service environment in tourism and hospitality industry -- Training and development in the tourism and hospitality industry -- Employee motivation in the tourism and hospitality industry -- Quality service delivery system in tourism and hospitality industry -- Measuring quality service and delivery in tourism and hospitality industry -- Managing service failure and service recovery in tourism and hospitality industry -- Technology and quality service in tourism and hospitality industry -- Service culture in tourism and hospitality industry. Michael Bhobet B. Baluyot. Includes bibliographical references. Quality assurance Hospitality industry Management Hospitality industry Quality control Customer services TX911.3.M27 .B358 2021 647.94068 B219q 9786214063321 CSPC 260803 20260804095848.0 eng