Quality and Customer Satisfaction in Tourism : A Critical Approach - Diamantis, Dimitrios

Quality and Customer Satisfaction in Tourism : A Critical Approach

Dimitrios Diamantis

Yayınevi: Routledge

Yayın tarihi: 01/2015

ISBN: 9780750666992

İngilizce | 320 Sayfa | 15,6x23,39x0 cm.

Tür: İş Dünyası

  • Temin Süresi 28 - 42 iş günü


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Quality and Customer Satisfaction in Tourism: a critical approach links two of the most important concepts in the tourism industry worldwide today. It not only covers quality management techniques but also takes a broad in-depth, critical look at the whole subject from a global perspective.

Focussing on market-led rather than the more conventional product-led approach to quality, it tackles traditional thinking, taking a new critical approach and evaluating quality management techniques such as SERVQUAL, as well as its more recent versions such as DINESERV, LODGESERV and GROVQUAL.

Using international case studies, Quality and Customer Satisfaction in Tourism discusses:
Definition of quality and customer satisfaction in tourism, and the relationship between them
The application of traditional/modern quality concepts in tourism such as TQM and Quality Assurance
A critical evaluation of quality management techniques in tourism such as Service Gaps, SERVQUAL, Critical Incident, and Benchmarking
The factors that lead to customer satisfaction / dissatisfaction and the link between customer expectations and customer satisfaction
The role of uncontrollable factors such as war, disease, and weather
National and cultural differences in tourist expectations and satisfaction

Questioning many of the conventional wisdoms in the field, the book will draw widely on examples from all sectors of tourism from around the world, as well as a selection of detailed case studies. With a clear structure, it includes discussion points, essay questions, and exercises in each chapter.

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