Service Management Principles for Hospitality and Tourism in the Age of Digital Technology
Edition: 4
Copyright: 2024
Pages: 400
Edition: 4
Copyright: 2024
Pages: 390
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Service Management Principles for Hospitality & Tourism in the Age of Digital Technology was developed through many years of teaching service management mainly to hospitality and tourism management students. This edition ensures that the content of this book remains current and 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 many others.
This edition offers a significant uplift in the way technology impacts all of the service management principles in the book, with countless new examples, links, and cases.
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
Jay Kandampully Ph.D., is professor of service management and hospitality at The Ohio State University, USA. He is the Editor in Chief of the Journal of Service Management, and serves on the editorial advisory board of 12 refereed international journals. Jay also serves as the CTF International Fellow at the University of Karlstad, Sweden, and International Fellow at the University of Namur, Belgium. He holds a PhD in service management, and an MBA, with a specialization in services marketing, both from the University of Exeter, England. Jay is the author of the book “Services Management: The New Paradigm in Hospitality” (translated into Chinese). He is also editor of the following books: “Service Management: The New Paradigm in Retailing” (translated into Chinese); “Service Management in Health & Wellness Services”; “Customer Experience Management: Enhancing Experience and Value through Service Management”; and, the lead editor of the book, “Service Quality Management in Hospitality, Tourism and Leisure” (translated into Chinese, Korean and Arabic). Jay has published over 130 articles. His publications have appeared in journals such as: Journal of Service Management, European Journal of Marketing, Cornell Hospitality Quarterly, The Service Industries Journal, Journal of Services Marketing, Managing Service Quality, Journal of Consumer Behaviour, and The Journal of Product & Brand Management.
David Solnet, Ph.D. is a Professor of Service Management and Service Work in the UQ Business School. He is recognized internationally for his research, teaching and consulting, all focused on managing and leading service organizations, with particular emphasis on managing the employee-customer interface. His research focuses on frontline employees and the relationships between management practices, employee attitudes and firm performance. David is a sought after advisor to industry and government, specializing on business improvement, financial analysis, service quality and management development programs. He comes from a restaurant background, with over 18 years of experience including senior management roles in the USA and Australia. David coleads the workforce research team in the tourism discipline at the UQ Business School and has been a principal investigator on a number of state and national projects including two 'tourism employment plans' as part of the Australian Commonwealth Government initiative to address employment challenges in regional areas in Australia and he works as an expert advisor to Austrade on workforce development. Professor Solnet has published over 60 academic journal articles with over 8,000 citations,, and his work consistently appears in the top journals in his field, such as the Journal of Service Management, Journal of Business and Psychology, Journal of Vocational Behavior, European Management Review, Group and Organization Management, Annals of Tourism Research, International Journal of Hospitality Management and the Journal of Travel Research.
Anil Bilgihan PhD, is a Professor at Florida Atlantic University’s College of Business and recipient of the Dean’s Distinguished Research Fellowship, specializes in services marketing with a focus on information technology applications in the tourism and hospitality industries. With a PhD from Rosen College of Hospitality Management and an MS from the University of Delaware, Dr. Bilgihan has contributed significantly to academic literature, authoring over 100 refereed journal articles cited over 14000 times and a widely adopted hospitality information systems textbook. His research, which explores the use and impact of technology, user experience, digital marketing, and online social interactions, has been featured in respected journals such as Tourism Management, Information & Management, and Internet Research. Recognized with awards like the Cisco Extensive Research Award and FAU Scholar of the Year, Dr. Bilgihan continues to contribute to the understanding of digital interactions in the services industries.
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
Service Management Principles for Hospitality & Tourism in the Age of Digital Technology was developed through many years of teaching service management mainly to hospitality and tourism management students. This edition ensures that the content of this book remains current and 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 many others.
This edition offers a significant uplift in the way technology impacts all of the service management principles in the book, with countless new examples, links, and cases.
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
Jay Kandampully Ph.D., is professor of service management and hospitality at The Ohio State University, USA. He is the Editor in Chief of the Journal of Service Management, and serves on the editorial advisory board of 12 refereed international journals. Jay also serves as the CTF International Fellow at the University of Karlstad, Sweden, and International Fellow at the University of Namur, Belgium. He holds a PhD in service management, and an MBA, with a specialization in services marketing, both from the University of Exeter, England. Jay is the author of the book “Services Management: The New Paradigm in Hospitality” (translated into Chinese). He is also editor of the following books: “Service Management: The New Paradigm in Retailing” (translated into Chinese); “Service Management in Health & Wellness Services”; “Customer Experience Management: Enhancing Experience and Value through Service Management”; and, the lead editor of the book, “Service Quality Management in Hospitality, Tourism and Leisure” (translated into Chinese, Korean and Arabic). Jay has published over 130 articles. His publications have appeared in journals such as: Journal of Service Management, European Journal of Marketing, Cornell Hospitality Quarterly, The Service Industries Journal, Journal of Services Marketing, Managing Service Quality, Journal of Consumer Behaviour, and The Journal of Product & Brand Management.
David Solnet, Ph.D. is a Professor of Service Management and Service Work in the UQ Business School. He is recognized internationally for his research, teaching and consulting, all focused on managing and leading service organizations, with particular emphasis on managing the employee-customer interface. His research focuses on frontline employees and the relationships between management practices, employee attitudes and firm performance. David is a sought after advisor to industry and government, specializing on business improvement, financial analysis, service quality and management development programs. He comes from a restaurant background, with over 18 years of experience including senior management roles in the USA and Australia. David coleads the workforce research team in the tourism discipline at the UQ Business School and has been a principal investigator on a number of state and national projects including two 'tourism employment plans' as part of the Australian Commonwealth Government initiative to address employment challenges in regional areas in Australia and he works as an expert advisor to Austrade on workforce development. Professor Solnet has published over 60 academic journal articles with over 8,000 citations,, and his work consistently appears in the top journals in his field, such as the Journal of Service Management, Journal of Business and Psychology, Journal of Vocational Behavior, European Management Review, Group and Organization Management, Annals of Tourism Research, International Journal of Hospitality Management and the Journal of Travel Research.
Anil Bilgihan PhD, is a Professor at Florida Atlantic University’s College of Business and recipient of the Dean’s Distinguished Research Fellowship, specializes in services marketing with a focus on information technology applications in the tourism and hospitality industries. With a PhD from Rosen College of Hospitality Management and an MS from the University of Delaware, Dr. Bilgihan has contributed significantly to academic literature, authoring over 100 refereed journal articles cited over 14000 times and a widely adopted hospitality information systems textbook. His research, which explores the use and impact of technology, user experience, digital marketing, and online social interactions, has been featured in respected journals such as Tourism Management, Information & Management, and Internet Research. Recognized with awards like the Cisco Extensive Research Award and FAU Scholar of the Year, Dr. Bilgihan continues to contribute to the understanding of digital interactions in the services industries.
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