This introductory textbook shows you how to apply the principles of marketing within the hospitality industry. Written specifically for students taking marketing modules within a hospitality course it contains examples and case studies that show how ideas and concepts can be successfully applied to a real-life work situation. It emphasises topical issues such as sustainable marketing, corporate social responsibility and relationship marketing. It also describes the impact that the internet has had on both marketing and hospitality, using a variety of tools including a wide range of internet learning activities.Gap 2: Service quality standards do not match customer expectations Assuming that management actually understands ... gap This gap occurs when the service production and delivery processes fail to operate to the defined service standard.
|Author||:||David Bowie, Francis Buttle|
|Publisher||:||Taylor & Francis - 2013-06-17|