This book focuses on aspects of the management of quality in tourism and hospitality operations. It contains 28 chapters from 42 contributors and the framework is provided in six parts:
- 1.
managing customer satisfaction (five chapters);
- 2.
competition and collaboration (three chapters);
- 3.
service design and improvement (six chapters);
- 4.
managing staff‐customer relations (six chapters);
- 5.
researching tourism and hospitality service management (seven chapters); and
- 6.
a concluding chapter.
The text is nicely presented though the academic orientation of the book and the presentation of concepts and data would suggest that its appeal as a reference source is likely to be limited to research active academics. The coverage of topics is wide and eclectic in nature and as noted on the back cover of the book, it is hoped that its contents will stimulate new research questions by highlighting tensions and challenges in services research.
