Services Management : The New Paradigm in Hospitality / Edition 1

Services Management : The New Paradigm in Hospitality / Edition 1

by Kandampully, Jay / Pearson, Australia Kandampully, Jay / Pearson, Australia
     
 

This book addresses the hospitality industry from a services management perspective, offering the reader a series of management concepts — operations, marketing and human resources — all of which are capable of being effectively incorporated into all hospitality operations.

The book’s focus is on the ever-increasing demand of customers for

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Overview

This book addresses the hospitality industry from a services management perspective, offering the reader a series of management concepts — operations, marketing and human resources — all of which are capable of being effectively incorporated into all hospitality operations.

The book’s focus is on the ever-increasing demand of customers for service quality, as well as the other challenges facing hospitality establishments today — including intense competition, globalization, and technological innovation. This book stresses the point that in all services, including hospitality services, the human element (both employees and customers) is absolutely crucial — in selling services, hospitality enterprises are ‘selling’ personal relationships.

Hospitality providers of all types will benefit from adopting the management philosophies and practices in this book — ones that have proven so effective in other service sectors.

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Product Details

ISBN-13:
2900131916547
Publisher:
Pearson
Publication date:
01/28/2006
Edition description:
New Edition

Table of Contents

Ch. 1The metamorphosis of services3
Ch. 2The nature of services28
Ch. 3Quality - the core service53
Ch. 4Understanding customer needs94
Ch. 5The service vision131
Ch. 6Modern marketing (1) - external service implications166
Ch. 7Modern marketing (2) - internal management implications201
Ch. 8Empowerment, guarantees, and recovery245
Ch. 9Global strategies for hospitality services278
Ch. 10Technology and its applications314
Ch. 11Implications of the new paradigm in hospitality344

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