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 new perspective that sees hospitality and tourism as essential service businesses requiring a holistic cross-functional approach to meeting customers’ needs within the context of personal relationships and experience. This edition includes references and examples about how service organizations can capitalize on, or are impacted by ongoing technological and social changes impacting the world, such as the sharing economy, social media, mobile and wearable technologies, online communities and more.
Service Management Principles for Hospitality & Tourism:
- incorporates pedagogical features including examples, review questions, study objectives, chapter outlines, key words, diagrams and photos, tips boxes, and more!
- surveys many topics covering operations, marketing, and human resources.
- provides a sound set of principles of service management.
This text introduces students to a range of interrelated topics that are fundamentally critical to success in service enterprises.
Chapter 1 – Introduction: The Metamorphosis of Service
Chapter 2 – The Nature of Service
Chapter 3 – Service Quality
Chapter 4 – Understanding and Engaging Customers
Chapter 5 – Service Vision, Service Design and the Service Encounter
Chapter 6 – Service Marketing: Managing Customer Experiences and Relationships
Chapter 7 – Service Guarantees, Service Failure and Service Recovery
Chapter 8 – Managing and Engaging Employees in Service Organizations
Chapter 9 – Leadership for Service Organizations
Chapter 10 – Bringing Service Management to Life! Case Studies of Best Practice
Service Management Principles for Hospitality and Tourism is a valuable resource for students and practitioners of hospitality/tourism management. It does an excellent job of discussing the fundamentals of service management and their relevance for the hospitality/tourism sector. The authors' extensive academic training and practical experience in the field are evident in the rigor, clarity and illustration of the concepts covered in the book.
A. "Parsu" Parasuraman | Professor of Marketing & The James W. McLamore Chair Director of Doctoral Programs
University of Miami
In Service Management Principles for Hospitality and Tourism, Kandampully and Solnet effectively open the door to the important world of managing service in the hospitality and tourism industries. This book is an important tool for instructors in providing an introduction to the management of hospitality and tourism service.
James L. Heskett | UPS Foundation Professor Emeritus
Harvard Business School
co-author of The Service-Profit Chain
To develop customer-focused management and marketing in tourism and hospitality industries in the service-dominated environment of today, a thorough understanding of service management principles is a must. Service Management Principles for Hospitality and Tourism provides genuinely new and much needed insights for students and practitioners alike.
Professor Christian Grönroos
Hanken School of Economics, Finland
I loved using Service Management Principles for Hospitality and Tourism! The test questions were great and the students like the format and organization of the book. If other faculty members are considering adopting the book and have questions or need a recommendation, please send them my way and I’ll be happy to tell them about my great experience!
Lydia Hanks, Ph.D.
Florida State University