Improving Tourism And Hospitality Services

This book analyzes the nature and quality of experiences for the industry's clients, its staff and others affected by its operations. It draws together several approaches to the study of tourist satisfaction, equating this with quality in tourism or hospitality services. It examines situations which have caused problems resulting in customer dissatisfaction, where the quality of service provided has fallen short of expectations, for various reasons. Other examples show how some of the industry's most successful organizations succeed in providing profitable services which their customers enjoy, and return to as loyal customers knowing what standards of service to expect.

Professor Eric Laws is the author of a dozen books on tourism management. He has now retired and conducts short courses on tourism service quality in interesting parts of the world.