Improving Tourism and Hospitality Services

by Eric Laws

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...

• Format: Paperback
• Language: English
• ISBN: 0851999956
• ISBN13: 9780851999951
• Release Date: October 2004
• Publisher: Oxford University Press, USA
• Length: 232 Pages
• Weight: 1.20 lbs.
• Dimensions: 0.5" x 5.5" x 7.6"