SERVICE MANAGEMENT PRINCIPLES FOR HOSPITALITY AND TOURISM
"This book investigates the underlying principles of service management and examines strategies, systems, processes and design aspects of creating and evaluating service delivery, service excellence and service orientation. This requires adopting a holistic approach that allows companies to int...
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| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Dubuque
Kendall Hunt Publishing Company
2015
©2015 |
| Edition: | Second edition |
| Subjects: | |
| Online Access: | Click Here to View Status and Holdings. |
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|---|---|---|---|
| 001 | wils-924440 | ||
| 005 | 201842393455 | ||
| 008 | 180523t2015 IAU ag| ##001 #ceng#D | ||
| 020 | # | # | |a 9781465269607 |q paperback |
| 020 | # | # | |a 1465269606 |q paperback |
| 040 | # | # | |a NhCcYBP |b eng |d UiTM |e rda |
| 041 | 0 | # | |a eng |
| 090 | 0 | 0 | |a TX911.3.M27 |b K353 2015 |
| 100 | 1 | # | |a Kandampully, Jay |e author |
| 245 | 1 | 0 | |a SERVICE MANAGEMENT PRINCIPLES |b FOR HOSPITALITY AND TOURISM |c Jay Kandampully and David Solnet |
| 250 | # | # | |a Second edition |
| 264 | # | 1 | |a Dubuque |b Kendall Hunt Publishing Company |c 2015 |
| 264 | # | 1 | |c ©2015 |
| 300 | # | # | |a xix, 351 pages |b illustrations |c 24 cm |
| 336 | # | # | |a text |2 rdacontent |
| 337 | # | # | |a unmediated |2 rdamedia |
| 338 | # | # | |a volume |2 rdacarrier |
| 504 | # | # | |a Includes bibliographical references and index |
| 505 | 0 | # | |a 1. Introduction: The metamorphosis of service -- 2. The nature of service -- 3. Service quality -- 4. Understanding and engaging customers -- 5. Service vision, service design and the service encounter -- 6. Service marketing: Managing customer experience and relationships -- 7. Service guarantees, service failure and service recovery -- 8. Managing and engaging employees in service organizations -- 9. Leadership for service organizations -- 10. Bringing service management to life! Case studes of best practice. |
| 520 | # | # | |a "This book investigates the underlying principles of service management and examines strategies, systems, processes and design aspects of creating and evaluating service delivery, service excellence and service orientation. This requires adopting a holistic approach that allows companies to integrate and practice these fundamentals across a ranage of management areas, essential to effective leadership including marketing, operations and human resources."--Cover. |
| 526 | 0 | # | |a HTH500 |b HM240 |5 FPHP |
| 526 | 0 | # | |a Hospitality Service Management |b Bachelor of Science (HONS.) Hotel Management |5 Fakulti Pengurusan Hotel dan Pelancongan |
| 650 | # | 0 | |a Tourism |x Management |
| 650 | # | 0 | |a Hospitality industry |x Management |
| 700 | 1 | # | |a Solnet, David |e author |
| 856 | 4 | 0 | |z Click Here to View Status and Holdings. |u https://opac.uitm.edu.my/opac/detailsPage/detailsHome.jsp?tid=924440 |
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