The central theme of Improving Tourism and Hospitality Services is rooted in the author’s belief that the main issue for tourism and hospitality managers as the twenty-first century begins should be improving the nature and quality of experiences for the industry’s clients, its staff and others affected by its operations. Although these three groups of people have stakes in the creation and enjoyment of tourism and hospitality services, this book is mainly concerned with customer satisfaction. It is essential to provide customers with satisfying experiences from investments made in aircraft and hotels, airports and resorts, leisure facilities, shopping centres and tourist attractions, and for whom entrepreneurs have developed excursions, entertainment, activities and inclusive tours.
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