Service excellence is about delivering to the customer expectation, and then meeting and slightly exceeding that expectation. Service operations management in the tourism and hospitality industry requires a high level of coordination, communication and facilitation to satisfy visitors. In all of these activities, service excellence means a lot to visitors in terms of their experience, and to the business it means repeat customers and word-of-mouth marketing. This book analyses important drivers of service excellence in the tourism and hospitality industry. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.
| ISBN: | 9781774692981 |
| Publication date: | 30th January 2022 |
| Author: | Sophea Tieng |
| Publisher: | Society Publishing |
| Format: | Ebook (PDF) |