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Full Description
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:
* 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.
Contents
Chapter 1 - Introduction: The Metamorphosis of Service
Chapter 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
