Service Attitude Is Crucial Element To The Successful Tourism And Hospitality Industries

Authors: Chun-Min Kuo,
Format: Paperback | Genre : Travel & Tourism | Other Book Detail

The tourism and hospitality industry markets have expanded because of consecutive increases in income standards. Particularly, the key factor to the success of the hospitality industries has been changing focus from locations and facilities to quality of service (Wright et al., 1994), in which front-line employees play important roles in customers' satisfaction and emotions (Wan, 2010). Human capital assets, including employees' knowledge, skills, and service attitude are essential for increasing competitive advantages in the hospitality and tourism industries (Kusluvan et al., 2010). Not only will this research show that service attitude is at least as important as the quality of facilities and skills of the staff, but also that it is critical for customer relations and repeated patronage.

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Chun-Min Kuo

Chun-Min Kuo is a Distinguished Professor of the Department of Leisure Industry Management at National Chin-Yi University of Technology in Taiwan. She holds both bachelor’s and master’s degrees in tourism management and a Ph.D. in International Business in Taiwan and an Ed.D. in Education Leadership in USA. Dr. Kuo’s early experience in the hospitality led her to teach hospitality management for over twenty years and to author 14 textbooks related to hospitality operations including hotel management, hospitality marketing, front office operation, housekeeping operation, hospitality, and tourism research, and more than 85 academic papers and reviewers of international journals. She was both directors of Hotel Management and Leisure Industry Management Department. Also, Executive Supervisor of Chinese Tourism Management Association and Executive Director of Chinese Agriculture Development Association etc.