000			02162nam a2200313 i 4500
003			CSPC
005			20260804095848.0
008			260803s2021 ph a b 000 0 eng d
020			_a9786214063321
040			_aCSPC _beng _cCSPC _erda
050		4	_aTX911.3.M27 _b.B358 2021
082	0	4	_a647.94068 _bB219q _223
100	1		_aBaluyot, Michael Bhobet B., _eauthor.
245	1	0	_aQuality service management in tourism and hospitality / _cMichael Bhobet B. Baluyot.
264		1	_aIntramuros, Manila : _bMinshapers Co., Inc., _c2021.
300			_aviii, 141 pages : _billustrations ; _c23 cm.
336			_2rdacontent _atext
337			_2rdamedia _aunmediated
338			_2rdacarrier _avolume
504			_aIncludes bibliographical references.
505	0		_aOverview 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.
520			_a"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.
650		0	_aQuality assurance.
650		0	_aHospitality industry _xManagement.
650		0	_aHospitality industry _xQuality control.
650		0	_aCustomer services.
942			_2ddc _n0 _cBK _h647.94068 _iB219q _kFIL _m2021 _e23
999			_c32825 _d32825