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Services Management The New Paradigm in Hospitality

ISBN-10: 0131916548

ISBN-13: 9780131916548

Edition: 2006

Authors: Jay A. Kandampully, Pearson Australia Staff, Pearson Education Staff

List price: $109.80
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Description:

For Services Management/Marketing or Marketing courses, particularly for undergraduate and graduate programs in Hospitality Management, Tourism Management, Leisure Management and Retail Management. 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 books 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.
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Book details

List price: $109.80
Copyright year: 2006
Publisher: Prentice Hall PTR
Publication date: 1/17/2006
Binding: Paperback
Pages: 400
Size: 7.00" wide x 9.00" long x 0.75" tall
Weight: 1.232
Language: English

Preface
Acknowledgments
About the Author
The Service Paradigm
The Metamorphosis of Services
Introduction
The service economy
Growth in services
The service advantage
Global tourism and hospitality
Interdependency of services
Hospitality as a service industry
Service packages
Tangible and intangible aspects of service offers
Summary of chapter
The Nature of Services
Introduction
How services differ
Management implications
Summary of chapter
Services of Quality
Quality-The Core Service
Introduction
A historic perspective on quality
Economic impact of quality
The cost of quality
The quality "gurus"
The core ideas of TQM
The special case of service quality
Understanding service quality theory
Service-quality concepts
Summary of chapter
Understanding Customer Needs
Introduction
Customers of a service organization
Internal customers
External customers
Measurement of service quality
Employee research
Summary of chapter
Services that Serve
The Service Vision
Introduction
Service vision or concept
Service strategy
Service processes
Perfecting the service system
Service design and blueprinting
Managing the "critical encounters"
Designing and managing service networks
Summary of chapter
Modern Marketing (1)-External Service Implications
Introduction
Toward a new marketing paradigm
Integrating operations, marketing, and human resources
An extended marketing mix for services
New marketing concepts for services
Summary of chapter
Modern Marketing (2)-Internal Management Implications
Introduction
The shift in focus
Internal marketing
Relationship marketing
In-house marketing
Managing and marketing service demand
Summary of chapter
Service Growth to Excellence
Empowerment, Guarantees, and Recovery
Introduction
Service superiority
Empowerment
Service guarantees
Service recovery
Coordinating empowerment, guarantee, and recovery
Summary of chapter
Global Strategies for Hospitality Services
Introduction
The trend is global
From inns to internationalization
Choosing an international location
In search of global potential
Strategies for globalizing hospitality firms
Globalization through partnerships and alliances
Summary of chapter
Technology and Its Applications
Introduction
The advent of technology
The shift of focus
The internet
Internal and external services
Integration of marketing, operations, and human resources
Applications of technology in the hospitality industry
Marketing and sales in the age of technology
Summary of chapter
Implications of the New Paradigm in Hospitality
Evolving imperatives
Services management: the new paradigm in hospitality
References
Index