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Quality Service Management in Tourism and Hospitality_Chapter 1_Introduction to Quality Management

In the tourism and hospitality industry, establishment of quality is one of the prime reasons that an entity will be patronized. It should always be remembered that customers (guests as we call them) have a lot of choices. With over the decades of existence in operations, the determination of quality has changed through the years. Add it up to the impatience and sophistication of our guests, this concept should always be inculcated in all service providers in this industry.