Management of Tourism and Hospitality Services: SECOND EDITION

Management of Tourism and Hospitality Services : Second Edition
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Travel, Tourism, and Hospitality Research: A Handbook for Managers and Researchers, 2nd Edition

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Communicating the Culture. Changing the Culture. The Many Employees of the Hospitality Industry. The First Step: Study the Job. Employee Training. Developing a Training Program. Types of Training. Training Methods. Challenges and Pitfalls of Training. Employee Development. Motivating Employees. The Needs People Have. The Rewards Managers can Provide.

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BOOKS & e-BOOKS - Tourism & Hospitality Management - All guides at RMIT University

Strategies for Involving the Guest. One Last Point: Firing the Guest. The Challenge of Managing Information. Information and the Service Product. Information and the Service Setting. Information and the Delivery System. Decision Support Systems. The Hospitality Organization as an Information System. Planning and Designing the Service Delivery System. Developing the Service Delivery System. Planning Techniques.

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Capacity and Psychology: Keys to Managing Lines. Queuing Theory: Managing the Reality of the Wait. Managing the Perception of the Wait. Service Value and the Wait. Techniques and Methods for Assessing Service Quality. Measuring Service Quality After the Experience. Finding and Using the Technique that Fits. Airline Choices for the Future.

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Management of Tourism and Hospitality Services: Second Edition

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