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Managing tourism and hospitality services : theory and international applications / edited by Bruce Prideaux, Gianna Moscardo, Eric Laws
Bib ID 3663422
Format BookBook
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Description Oxfordshire : CABI Publishing, c2006 
xvii, 337 p. : ill., map ; 25 cm. 
ISBN 9781845930127
1845930126
Summary

Aims to enhance theoretical and practical understanding of quality management in tourism and hospitality. This book contains 28 chapters by international experts, highlighting the tensions and challenges in tourism and hospitality services management. Prideaus and Moscardo at James Cook University, Australia.

Full contents
  • Machine derived contents note: Contents
  • Acknowledgements
  • Preface
  • Part 1 - Managing Customer Satisfaction
  • 1. Quality and Service Management Perspectives
  • Eric Laws. Bruce Prideaux and Gianna Moscardo
  • 2. Convention Delegates - The Relationship between Satisfaction with the Convention and with the
  • Host Destination: A Case Study
  • Marg Deery and Leo Jago
  • 3. Issues Pertaining to Service Recovery in the Tourism and Leisure Industries
 
Notes

Includes bibliographical references and index.

Subjects Hospitality industry -- Management.  |  Tourism -- Management.
Other authors/contributors Prideaux, B. (Bruce)  |  Moscardo, Gianna  |  Laws, Eric, 1945-

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