Quality and Customer Satisfaction in Tourism: A Critical Approach
Taylor & Francis, 01.02.2015 - 320 Seiten
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:
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