Consumer satisfaction is a key issue for all those involved in tourism and hospitality services. Through a multitude of case studies this book explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction. It outlines the various frameworks available for the study of tourist satisfaction, before examining service delivery systems and definitions of quality. It then discusses the role that marketing can play in tourism and hospitality services, and the ways in which hospitality and tourism services can be improved. The book contains examples of customer dissatisfaction, and examples of organisations that have succeeded in providing profitable services with high levels of customer loyalty.
- ISBN10 0851999956
- ISBN13 9780851999951
- Publish Date 1 October 2004
- Publish Status Active
- Publish Country GB
- Imprint CABI Publishing
- Format Paperback
- Pages 224
- Language English