SERVICE MANAGEMENT PRINCIPLES FOR HOSPITALITY AND TOURISM

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...

Full description

Saved in:
Bibliographic Details
Main Authors: Kandampully, Jay (Author), Solnet, David (Author)
Format: Book
Language:English
Published: Dubuque Kendall Hunt Publishing Company 2015
©2015
Edition:Second edition
Subjects:
Tourism > Management
Hospitality industry > Management
Online Access:Click Here to View Status and Holdings.
Tags: Add Tag
No Tags, Be the first to tag this record!
Table of Contents:
  • 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.

Similar Items