Services Management The New Paradigm in Hospitality

• Main Author: Kandampully, Jay (Author)
• Format: Book
• Language: English
• Published: Upper Saddle River, New Jersey Pearson Prentice Hall 2007
• Subjects: Hospitality industry > Management
• Online Access: Click Here to View Status and Holdings.

 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.