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What is Service Quality Management in Tourism about?

The document outlines the concept of service quality gaps in tourism, detailing five main gaps that affect customer satisfaction. It also discusses the types of services provided by tourism organizations, principles of Total Quality Management, and dimensions used by tourists to measure service quality. Additionally, it highlights causes of service failure in Kenyan tourism, quality improvement models, and characteristics unique to tourism services.

Author

huggoboss317

Language

EN