This book presents the latest perspectives and practices on quality services and experiences in hospitality and tourism. It offers conceptual discourse, empirical evidence, application of existing and emerging theories, and considers the implications of practical findings to extend beyond the academic realm of service quality, and examine the quality issues of both services provided and experiences encountered across a wide spectrum of tourism sectors. It provides new intelligence and contributes to the study of new consumers, as well as organizations and destinations that serve and host them. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field.

Preface

1. Satisfaction and Behavioural Intentions

2. The Organization of Global Service

3. Hospitality Sharing and Service

4. Quality as an Absolute

Kalini Loke is a lecturer, where she teaches hotel management. She has received the many award from the Counsel of Hotel, Restaurant, and Institutional Educators. She is the author of four books and numerous articles, and is the editor of several publications.