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:
  • 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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Über den Autor (2015)

diamantis is a senior lecturer at les roches hotel school in switzerland.

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