Service Quality Management in Hospitality and Tourism

Service quality management in the hospitality and tourism sector involves ensuring that guests receive exceptional service throughout their journey, encompassing aspects such as prompt and friendly customer service, attention to detail, personalized experiences, and efficient complaint resolution to create positive guest experiences. This book explores the critical aspect of service quality management within the hospitality and tourism industry. It examines the key principles and frameworks for delivering exceptional customer experiences and exceeding expectations. The book also explores various strategies for assessing and improving service quality, including employee training, process optimization, and customer feedback systems.

Print ISBN: 9781682508930 | $ 160 | 2024 | Hardcover

Subject: Hospitality and Tourism

Editor: Michou Hanelt

About the Editor: Michou Hanelt is a Professor Emeritus of Marketing and Management with a specialization in tourism. With a PhD in tourism, he has published numerous research and conceptual papers in the most prestigious and leading journals related to tourism and hospitality. He focuses on research that can be practically implemented, holistic education, effective tourism modeling, and the development of entrepreneurship. He has contributed more than 100 research articles to renowned scientific journals.