Service quality in hospitality organization/ edited by Michael D. Olsen, Richard Teare, Evert Gummesson.

Includes bibliographical references and index.

1.Exploring the service quality paradign: an overview -- Part One.Service quality concepts -- 2.The developing role of quality in the hospitality industry -- 3.The role of organizational culture in service -- 4.Delighting internal customers -- 5.Communication in a multinational service organization -- Part two.Integrating service quality -- 6.Quality and the role of human resources -- 7.Operative selection techniquest for service quality assurance: an exploratory investigation -- 7.Operative selection techniques for service quality assurance: an exploratory investigation -- 8.Integrating quality management and customer service: the service diagnostics training system -- 9.Training for service quality in the UK hospitality industry -- Part three: Organizational perspectives on service quality -- 10.Measuring and managing hotel guest satisfaction -- 11.Information systems and the quality of tourism -- 12.Green service quality and its indicators: lessons from a restaurant -- Part four: New directions for service quality -- 13.The 6 Vs - a new quality circle? -- 14.Marketing quality in the hotel sector -- 15.Implementing the intangibles: a total quality approach for hospitality service provides -- 16.Towards a strategic total quality framework for hospitality firms.