Service Management Principles for Hospitality and Tourism

Author(s): Jay Kandampully, David Solnet

Research, teaching interests and collective industry experiences have led to a strong belief that service management theory provides a vital conceptual framework with near perfect applicability in hospitality and tourism.Service Management Principles for Hospitality & Tourism guides managers to a ne...

Customer Experience Management: Enhancing Experience and Value through Service Management

Author(s): Jay Kandampully

  Although a nascent field of research, customer experience management has become an important research and management topic in today’s interconnected world… Customers are no longer passive participants of the firm’s value proposition, but are actively involved in the co-creation and co-owners...

Service Management in Health and Wellness Services

Author(s): Jay Kandampully

Today, more than ever before, people desire to look and feel better, to slow the effects of aging, manage stress, and/or prevent age related illness. This growing social phenomenon is the so called wellness generation. Service Management in Health and Wellness Services examines the growing signif...