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.

Rese�a del editor

Service Management Principles for Hospitality and Tourism, a significantly revised 2nd edition, is now available from Kendall Hunt Publishing. This book introduces service management principles and concepts to the study of hospitality and tourism management. It guides future managers to a new perspective that sees hospitality and tourism businesses as essentially service businesses that require a holistic, cross-functional approach to meeting customers' needs within the context of personal relationships and experience. Service Management Principles for Hospitality and Tourism: introduces a range of service management fundamentals and interrelated topics which are critical to success in all service enterprises. interprets and explains service management theory in an easy-to-understand way and uses many examples and case studies to bring theory to life. adopts the position that management in service organizations is holistic and must take into account cross-disciplinary and cross-functional considerations, particularly from marketing, management, operations and human resources. incorporates new and revised pedagogical features including precise study objectives, key words, diagrams and photos, tips boxes, chapter summaries and a web portal which contains PowerPoint slides and a range of materials to assist instructors.

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