Service Management Principles for Hospitality and Tourism in the Age of Digital Technology 4th edn
Jay Kandampully, David Solnet
ISBN: 9781915097705 PBK; 9781915097712 eBook
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ONLY AVAILABLE FOR SALE IN UK AND EUROPE
Service Management Principles for Hospitality & Tourism in the Age of Digital Technology 4th edition was developed through many years of teaching service management mainly to hospitality and tourism management students. This edition ensures that the content of this book remains current and 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 many others.
This edition offers a significant uplift in the way technology impacts all of the service management principles in the book, with countless new examples, links, and cases. It 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.
Service Management Principles for Hospitality & Tourism in the Age of Digital Technology:
- 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.
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’’’ , PhD is Professor of service management and hospitality, The Ohio State University, USA; ‘’’David Solnet’’’ PhD is Professor of Service Management and Service Work, The University of Queensland’s Business School, Brisbane, AustraliaTable 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’’’ , PhD is Professor of service management and hospitality, The Ohio State University, USA; ‘’’David Solnet’’’ PhD is Professor of Service Management and Service Work, The University of Queensland’s Business School, Brisbane, AustraliaSample files
Cover, contents, preface.pdfChapter 1.pdf
Chapter 2.pdf
Chapter 3.pdf
Chapter 4.pdf
Chapter 5.pdf
Chapter 6.pdf
Chapter 7.pdf
Chapter 8.pdf
Chapter 9.pdf
Chapter 10.pdf
References.pdf