Services Management addresses the hospitality industry from a services management perspective, offering the reader a series of management concepts.

Features:

• Focuses on the ever-increasing demand of customers for service quality, as well as the other challenges facing hospitality establishments today
• Includes intense competition, globalization, and technological innovation
• Stresses the point that in all services, including hospitality services, the human element (both employees and customers) is absolutely crucial

Contents

The Service Paradigm

1. The Metamorphosis of Services
2. The Nature of Services

Services of Quality

3. Quality—The Core Service
4. Understanding Customer Needs

Services that Serve

5. The Service Vision
6. Modern Marketing: External Service Implications
7. Modern Marketing: Internal Management Implications

Service Growth in Excellence

8. Empowerment, Guarantees, and Recovery
9. Global Strategies for Hospitality Services
10. Technology and Its Applications
11. Implications of the New Paradigm in Hospitality

Index

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