Services Management: the new paradigm in hospitality

Services Management addresses issues in the hospitality industry from a services management perspective. It offers the reader a series of management concepts - covering operations, marketing, and human resources - all of which are capable of being effectively incorporated into any hospitality operation. The book represents a paradigm shift in thinking about hospitality management - from goods production and marketing to services production and marketing. Hospitality managers who conceptualise their hospitality offerings as being essentially service offerings will gain a new understanding of their business, and will be well placed to design, re-engineer, and market their offerings to meet the demands of their customers. The book is intended for hospitality management students at diploma, degree, and postgraduate levels, and for practitioners in the hospitality industry. It assumes that readers have a basic understanding of hospitality operation, marketing, and management. Dr Jay Kandampully is an internationally recognised leader in the study of the management and marketing of hospitality services. He is an associate professor and head of services management and hospitality in the School of Tourism and Leisure Management at the University of Queensland.

About the Author
Acknowledgments
Preface
Part I The Service Paradigm
Chapter 1 The Metamorphosis of Services
Chapter 2 The Nature of Services
Part II Services of Quality
Chapter 3 Quality--the Core Service
Chapter 4 Understanding Customer Needs
Part III Services that Serve
Chapter 5 The Service Vision
Chapter 6 Modern Marketing (1)--External Service Implications
Chapter 7 Modern Marketing (2)--Internal Management Implications
Part IV Service Growth to Excellence
Chapter 8 Empowerment, Guarantees, and Recovery
Chapter 9 Global Strategies for Hospitality Services
Chapter 10 Technology and its Applications
Chapter 11 Implications of the New Paradigm in Hospitality
References
Index

• The contention of the book is that hospitality managers have to change their whole way of thinking. They are not managing and selling goods. They are managing and selling services as personal experiences. This is therefore a new paradigm in the way that they should think. They need to bring to bear the whole gamut of services management to their management task.
• Apart from its emphasis on the new model of services management, the book also deals with related topics of importance to the modern hospitality manager. These include value-added packages, strategic alliances and networks, and the challenges posed by globalisation and technology.
• The book aims to guide hospitality managers away from the traditional management model of a departmentalised organisation selling physical products to a new paradigm which sees hospitality as essentially a services business requiring a holistic cross-functional approach to meeting customers' needs within the context of personal relationship and experience. Creating and maintaining long-term loyal relationships with customers is a consistent theme of this book.