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.