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.
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Book Description Pearson Education Heg USA. Paperback. Book Condition: New. Brand new book, ships fast from Brisbane bookseller. Services Management for Hospitality Cp (1st Ed.) by Kandampully.Second hand copies only available.9781862505094 is a different cover but same text and is new. Bookseller Inventory # 9780131916548
Book Description Prentice Hall. PAPERBACK. Book Condition: New. 0131916548 New. Looks like an interesting title! We provide domestic tracking upon request, provide personalized customer service and want you to have a great experience purchasing from us. 100% satisfaction guaranteed and thank you for your consideration. Bookseller Inventory # M-0131916548
Book Description Prentice Hall, 2006. Book Condition: New. Brand New, Unread Copy in Perfect Condition. A+ Customer Service! Summary: (NOTE:Each chapter begins with anIntroductionand concludes with aSummary.) I. THE SERVICE PARADIGM. 1. The Metamorphosis of Services. The Service Economy. Global Tourism and Hospitality. Interdependency of Services. Hospitality as a Service Industry. Service Packages. Tangible and Intangible Aspects of Service Offers. 2. The Nature of Services. How Services Differ. Management Implications. II. SERVICES OF QUALITY. 3. Quality - the Core Service. An 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. 4. Understanding Customer Needs. Customers of a Service Organization. Internal Customers. External Customers. Measurement of Service Quality. Employee Research. III. SERVICES THAT SERVE. 5. The Service Vision. 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. 6. Modern Marketing (1) - External Service Implications. Towards a New Marketing Paradigm. <P styl. Bookseller Inventory # ABE_book_new_0131916548
Book Description Prentice Hall. PAPERBACK. Book Condition: New. 0131916548 New Condition. Bookseller Inventory # NEW4.0049402
Book Description Prentice Hall, 2006. Paperback. Book Condition: New. Bookseller Inventory # DADAX0131916548
Book Description Prentice Hall, 2006. Paperback. Book Condition: New. book. Bookseller Inventory # 0131916548
Book Description Prentice Hall, 2006. Paperback. Book Condition: New. Bookseller Inventory # P110131916548