Shah Alam

  • UiTM Shah Alam
  • UITM Sarawak
  • UITM Perlis
  • UITM Pulau Pinang
  • UITM Sabah
  • UiTM Negeri Sembilan
  • UiTM Johor
  • UITM Melaka
  • UITM Pahang
  • UITM Kelantan
  • UITM Kedah
  • UITM Perak
  • UITM Terengganu
  • UiTM Libraries
.

SERVICE MANAGEMENT PRINCIPLES : FOR HOSPITALITY AND TOURISM / Jay Kandampully and David Solnet

  • Linear

  • MARC

  •  
    TX911.3.M27
    K353 2015
     
    1048115 (Shelf),BOK
    Kandampully, Jay

         SERVICE MANAGEMENT PRINCIPLES : FOR HOSPITALITY AND TOURISM.

         xix, 351 pages : illustrations ; 24 cm.
         1. Introduction: The metamorphosis of service -- 2. The nature of service -- 3. Service quality -- 4. Understanding and engaging customers -- 5. Service vision, service design and the service encounter -- 6. Service marketing: Managing customer experience and relationships -- 7. Service guarantees, service failure and service recovery -- 8. Managing and engaging employees in service organizations -- 9. Leadership for service organizations -- 10. Bringing service management to life! Case studes of best practice.

         ISBN 9781465269607
         .-ISBN 1465269606.
         
          1. Tourism - Management 2. Hospitality industry - Management.I. Solnet, David II. Title
         Control No. : 24750;39240
         Library : UiTM Shah Alam
    Accn No.Item StatusAdd IdLocationSMDItem Category
    1048115ShelfPTAR KAMPUS PUNCAK ALAM(PPA)BOOKslr
    1048116ShelfPTAR KAMPUS PUNCAK ALAM(PPA)BOOKOSs
    1048117ShelfPTAR KAMPUS PUNCAK ALAM(PPA)BOOKOSs

Search In

Shelf Browse

No Shelf Browse Data.

Top