Service quality in hospitality organizations / edited by Michael D. Olsen, Richard Teare, Evert Gummesson.
Contributor(s): Olsen, Michael D
| Teare, Richard | Gummesson, Evert.
Material type: 
BookPublisher: London : Cassell, 1996Description: xii, 316 p. : ill ; 25 cm. + hbk.ISBN: 0304327883; 0304327867 .Subject(s): Hospitality industry -- Quality control | Quality assuranceDDC classification: 647.940685 | Item type | Current library | Call number | Copy number | Status | Barcode | |
|---|---|---|---|---|---|---|
| General lending | MTU Bishopstown Library Lending | 647.940685 (Browse shelf(Opens below)) | 1 | Available | 00014629 | |
| General lending | MTU Bishopstown Library Lending | 647.940685 (Browse shelf(Opens below)) | 1 | Available | 00014657 |
Includes bibliographical references and index.
Exploring the service quality paradigm: an overview / Michael D. Olsen, Richard Teare and Evert Gummesson -- Part One: Service quality concepts -- The developing role of quality in the hospitality industry / Nick Johns -- The role of organizational culture in service / Robert H. Woods -- Delighting internal customers / Eberhard E. Scheuing -- Communication in a multinational service organization / Svein Larsen -- Part Two: Integrating service quality -- Quality and the role of human resources / Nicholas Horney -- Operative selection techniques for service quality assurance: an exploratory investigation / Elizabeth M. Ineson, Anne Dickinson and Barbara Sutton -- Integrating quality management and customer service: the service diagnostics training system / Bonnie Farber Canziani -- Training for service quality in the UK hospitality industry / Lyn Randall and Martin Senior -- Part Three: Organizational perspectives on service quality -- Measuring and managing hotel guest satisfaction / Anton Meyer and Peter Westerbarkey -- Information systems and the quality of tourism / Bengt Sahlberg -- Green service quality and its indicators: lessons from a restaurant application / Soren Bergstrom and Evert Gummesson -- Part Four: New directions for service quality -- The 6 Vs - a new quality circle? / Bob Brotherton and Mike Coyle -- Marketing quality in the hotel sector / Gail Ayala, Edward V. Staros and Joseph J. West -- Implementing the intangibles: a total quality approach for hospitality service providers / Cherylynn Becker -- Towards a strategic total quality framework for hospitality firms / Eliza Ching-Yick Tse.