Service Management Principles for Hospitality and Tourism
Jay Kandampully, David Solnet
ISBN: 9781911635161 PBK; 9781911635178 eBook
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Research, teaching interests and collective industry experiences have led to a strong belief that service management theory provides a vital conceptual framework with near perfect applicability in hospitality and tourism.
Service Management Principles for Hospitality & Tourism guides managers to a new perspective that sees hospitality and tourism as essential service businesses requiring a holistic cross-functional approach to meeting customers’ needs within the context of personal relationships and experience. This edition includes references and examples about how service organizations can capitalize on, or are impacted by ongoing technological and social changes impacting the world, such as the sharing economy, social media, mobile and wearable technologies, online communities and more.
Service Management Principles for Hospitality & Tourism:
This text introduces students to a range of interrelated topics that are fundamentally critical to success in service enterprises.
** AVAILABLE FOR SALE IN UK AND EUROPE ONLY **
Service Management Principles for Hospitality & Tourism guides managers to a new perspective that sees hospitality and tourism as essential service businesses requiring a holistic cross-functional approach to meeting customers’ needs within the context of personal relationships and experience. This edition includes references and examples about how service organizations can capitalize on, or are impacted by ongoing technological and social changes impacting the world, such as the sharing economy, social media, mobile and wearable technologies, online communities and more.
Service Management Principles for Hospitality & Tourism:
- Incorporates pedagogical features including examples, review questions, study objectives, chapter outlines, key words, diagrams and photos, tips boxes, and more;
- Surveys many topics covering operations, marketing, and human resources;
- Provides a sound set of principles of service management.
This text introduces students to a range of interrelated topics that are fundamentally critical to success in service enterprises.
** AVAILABLE FOR SALE IN UK AND EUROPE ONLY **
Table of contents
Chapter 1 – Introduction: The Metamorphosis of ServiceChapter 2 – The Nature of Service
Chapter 3 – Service Quality
Chapter 4 – Understanding and Engaging Customers
Chapter 5 – Service Vision, Service Design and the Service Encounter
Chapter 6 – Service Marketing: Managing Customer Experiences and Relationships
Chapter 7 – Service Guarantees, Service Failure and Service Recovery
Chapter 8 – Managing and Engaging Employees in Service Organizations
Chapter 9 – Leadership for Service Organizations
Chapter 10 – Bringing Service Management to Life! Case Studies of Best Practice
Table of contents
Chapter 1 – Introduction: The Metamorphosis of ServiceChapter 2 – The Nature of Service
Chapter 3 – Service Quality
Chapter 4 – Understanding and Engaging Customers
Chapter 5 – Service Vision, Service Design and the Service Encounter
Chapter 6 – Service Marketing: Managing Customer Experiences and Relationships
Chapter 7 – Service Guarantees, Service Failure and Service Recovery
Chapter 8 – Managing and Engaging Employees in Service Organizations
Chapter 9 – Leadership for Service Organizations
Chapter 10 – Bringing Service Management to Life! Case Studies of Best Practice
About the authors
Jay Kandampully Ph.D., is professor of service management and hospitality at The Ohio State University, USA. He is the Editor in Chief of the Journal of Service Management, and serves on the editorial advisory board of 12 refereed international journals. Jay also serves as the CTF International Fellow at the University of Karlstad, Sweden, and International Fellow at the University of Namur, Belgium. He holds a PhD in service management, and an MBA, with a specialization in services marketing, both from the University of Exeter, England. Jay is the author of the book “Services Management: The New Paradigm in Hospitality†(translated into Chinese). He is also editor of the following books: “Service Management: The New Paradigm in Retailing†(translated into Chinese); “Service Management in Health & Wellness Servicesâ€; “Customer Experience Management: Enhancing Experience and Value through Service Managementâ€; and, the lead editor of the book, “Service Quality Management in Hospitality, Tourism and Leisure†(translated into Chinese, Korean and Arabic). Jay has published over 130 articles. His publications have appeared in journals such as: Journal of Service Management, European Journal of Marketing, Cornell Hospitality Quarterly, The Service Industries Journal, Journal of Services Marketing, Managing Service Quality, Journal of Consumer Behaviour, and The Journal of Product & Brand Management.David Solnet, Ph.D., is an associate professor of service management and hospitality at The University of Queensland’s Business School in Brisbane, Australia. He is also the managing director of Shift Directions, a management consulting firm specializing in business improvement programs, financial analysis, service quality improvement and management development programs. David comes from a restaurant management background, with 18 years of experience including senior management roles in the USA and Australia. His research, teaching and consulting all focus on managing and leading service organizations, with particular emphasis on managing the employee-customer interface through various organizational psychology lenses. He has published widely in leading academic journals, book chapters and trade publications in the areas of service management, managing and motivating service employees and organizational service climate.