rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Quality service starts with a reservation
    sub title: setting and applying standards
  name:
    name part: Ribustello, Inez
    role:
      role term: creator
    role:
      role term: author.
  name:
    name part: O'Halloran, Robert M.
    role:
      role term: author.
  type of resource: text
  genre: bibliography
  genre: Electronic books.
  genre: Case studies.
  origin info:
    place:
      place term: enk
    date issued: 2020
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: remote
    extent: 1 online resource : illustrations.
  abstract: Service quality has been a hospitality issue for many years and will continue to be a competitive advantage going forward. The service industry, in general, and the hospitality industry, in particular, continue to grow and are an increasingly important part of our economy. Service has become a differentiating factor in lodging and restaurant selection by guests. Service experiences are at the forefront of modern business competition (Klaus and Maklan, 2012) particularly given the increasingly strong ties to customer satisfaction and sustained firm profitability (Grewal et al. 2009).Many see the hospitality industry from a guest perspective whereas others see businesses that appear straight forward. For example, a guest comes in, orders, and the service provider meets their needs. Good service requires good listening skills, cognitive and memorization skills, psychomotor skills i.e., body language, as well a little showmanship and personal style (O'Halloran & Deale, 2001). The issue is that each hospitality business has its own service brand; both personal service from employees and structured professional service offered by each business or company, in a more regimented environment.
  target audience: specialized
  note: Inez Ribustello, Robert M. O'Halloran.
  note: Originally Published In Ribustello, I. & O'Halloran, R. M. (2020). Quality Service Starts with a Reservation: Setting and applying standards. Journal of Hospitality & Tourism Cases, 8(4), 34-41.
  note: Includes bibliographical references and index.
  subject:
    topic: Service industries
    genre: Case studies
  subject:
    topic: Consumer satisfaction
    genre: Case studies
  subject:
    topic: Services (Industrie)
    genre: Études de cas
  subject:
    topic: Consommateurs
    topic: Satisfaction
    genre: Études de cas
  subject:
    topic: Consumer satisfaction
  subject:
    topic: Service industries
  classification: HD9980.5 .R53 2020
  classification: 658
  related item:
    title info:
      title: SAGE business cases
  identifier: 9781529798784
  identifier: 1529798787
  identifier: http://proxy.library.tamu.edu/login
  record info:
    record content source: SGPBL
    record creation date: 211220
    record change date: 20240923171943.1
    record identifier: in00005499015
    language of cataloging:
      language term: eng