KUP TERAZ

Services Management
J. Kandampully

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For Services Management/Marketing or Marketing courses, particularly for undergraduate and graduate programs in Hospitality Management, Tourism Management, Leisure Management and Retail Management. 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.Unique perspective - Currently the only book that addresses hospitality management specifically from a services management/marketing perspective. ~Offers 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. Study Objectives - In all chapters.~Outlines for the student and the professor, the strategic focus of the chapter. These also explicitly state the learning outcome of each chapter. Vignettes or small cases - Used in each chapter to illustrate the more general managerial material presented in each chapter.~Assist the professor to illustrate the applicability of the theory in practice, and the students to understand a concept through case example. Review questions -- For each chapter. The selected questions at the end of each chapter also identify some of the important sections within the chapter. ~Provide a rough guide for both the professor and the student by highlighting issues for consideration and possible assessment. Suggested further reading for the chapter.~Provides the students and the professor with numerous publications that discuss similar topic areas; hence, the opportunity to gain greater understanding. Reference Section - All relevant reference and sources for each chapter are quoted and acknowledged appropriately in the reference section at the end of the book. ~Gives students a great source of information. Web support on all figures and diagrams in the book.~Provides all professors with PowerPoint slides of the diagrams illustrated in the text. This constitutes a valuable teaching tool for professors, and serves as a visual aid to student understanding.