Service quality management in hospitality and tourism / edited by Michou Hanelt.

Includes bibliographical references and index.

Service quality in hospitality industry -- Service marketing -- Role of the service encounter in tourism, hospitality, and leisure services -- Service quality and customer satisfaction in hotel industry -- Impact of gender on customer satisfaction in hotel industry -- Managing service failure through recovery -- Empowering service personnel to deliver quality service -- Cultural diversity in a workplace -- Service guarantee: an organization's blueprint for assisting the delivery of superior service.

"In today's business landscape, the pursuit of profit maximization has become a central goal for nearly every firm. To achieve this, companies seek to increase productivity and sales figures by attracting more customers. The prevailing belief is that more customers equate to more sales, leading to greater profits and a larger market share. While this approach may seem logical, a wiser strategy lies in focusing on retaining existing customers rather than solely acquiring new ones. By doing so, companies can reduce marketing and advertising expenses and cultivate customer loyalty, which ultimately contributes to sustained growth and profitability. In the hospitality industry, profit maximization is also a primary objective. This multifaceted sector operates on a large scale, dealing with billions of dollars, and recognizes that service quality plays a pivotal role in enhancing profit margins by satisfying customers. The underlying concept is to align service offerings with customer expectations and, where possible, exceed those expectations to gain a competitive advantage over rivals. By providing strong service quality, hospitality businesses can not only boost revenue and minimize financial losses but also create a positive environment for both guests and staff, fostering a sense of "home away from home. "The expectations of customers in the hospitality, tourism, and leisure sectors have risen significantly. Today, consumers demand a high overall level of service, leading to intense competition based on strategies that emphasize service quality to add value, rather than relying solely on product or price differentiation.
In response to this changing landscape, the book focuses on enhancing the delivery of hospitality services and offers clear and straightforward explanations of theoretical concepts and their practical applications. For both practitioners and educators, this knowledge is invaluable for improving their businesses and preparing students for the demands of the modern business world.
By adopting Service Quality Management, companies can gain a competitive edge in a fast-changing industry. Understanding and implementing these theoretical concepts and methods will allow businesses to meet and exceed customer expectations, leading to higher levels of satisfaction and loyalty. Satisfied customers are more likely to remain loyal to a brand, make repeat purchases, and recommend the business to others, creating a positive cycle that further reinforces the company's profitability. While profit maximization has been a dominant goal for many businesses, the hospitality industry has come to recognize the significance of service quality in achieving this objective. By focusing on retaining existing customers and exceeding their expectations, companies can create a loyal customer base, reduce marketing expenses, and foster a positive work environment. Implementing Service Quality Management principles can provide businesses with a competitive advantage in a highly demanding market, leading to sustained growth and profitability." -- Back cover