Tourism SMEs, Service Quality, and Destination Competitiveness
This book focuses in on the dominant role of SMEs (small and medium-sized enterprises) in the tourism and hospitality industry. It explores their impact on consumer perceptions of a destination, drawing on examples of small hotels, guesthouses, cafes and restaurants. It also highlights the challenges faced by SMEs to promote destination business growth - with discussion of competitiveness, quality and standards. With its entity-relationship model of a destination, this edited collection of international papers fully explores the dynamics SMEs. Case studies from around the world also puts SMEs research into a global context.Kozak and Rimmington (1998) report that tourism SMEs are neither a uniform group nor able to give a consistently high service delivery. Customer satisfaction depends on the total customer experience and thus poses specific challenges for anbsp;...
| Title | : | Tourism SMEs, Service Quality, and Destination Competitiveness |
| Author | : | E. Jones and C. Haven |
| Publisher | : | CABI - 2005 |
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