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Services management : the new paradigm in hospitality / Jay Kandampully

By: Publication details: Frenchs Forest, N.S.W. : Pearson Education Australia, 2002.Description: xii, 380 p. : ill. ; 25 cmISBN:
  • 1862505098 (pbk.)
  • 9781862505094 (pbk.)
Subject(s): DDC classification:
  • 647.94068 KAN
Contents:
About the author.- Acknowledgments.- Preface.- Part 1 The service paradigm. 1. The metamorphosis of services.- 2. The nature of services. - Part 11 Services for quality. 3. Quality - the core service. 4. Understanding customer needs. - Part 111 The service vision. 6. Modern marketing(1)-External service implications. 7. Modern marketing (2) - Internal Management implications.- Part IV Service growth to excellence. 8. Empowerment, guarantees and recovery. 9. global strategies for hospitality services. 10 Technology and its applications. 11 Implications of the new paradigm in hospitality. - References.- Index.
Summary: Services management: the new paradigm in hospitality
Holdings
Cover image Item type Current library Home library Collection Shelving location Shelf location Call number Materials specified Vol info Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Main Collection Taylor's Library-TU

Floor 4, Shelf 21 , Side 2, TierNo 3, BayNo 4

 647.94068 KAN (Browse shelf(Opens below)) 1 Available GENLS,GENLS,03,GR 5000108984
Main Collection Taylor's Library-TU

Floor 4, Shelf 21 , Side 2, TierNo 2, BayNo 4

 647.94068 KAN (Browse shelf(Opens below)) 1 Available SHTEx,70004,03,CL 5000032673
Main Collection Taylor's Library-TU

Floor 4, Shelf 21 , Side 2, TierNo 2, BayNo 4

 647.94068 KAN (Browse shelf(Opens below)) 1 Available SHTEx,70005,03,CL 5000037061

About the author.- Acknowledgments.- Preface.- Part 1 The service paradigm. 1. The metamorphosis of services.- 2. The nature of services. - Part 11 Services for quality. 3. Quality - the core service. 4. Understanding customer needs. - Part 111 The service vision. 6. Modern marketing(1)-External service implications. 7. Modern marketing (2) - Internal Management implications.- Part IV Service growth to excellence. 8. Empowerment, guarantees and recovery. 9. global strategies for hospitality services. 10 Technology and its applications. 11 Implications of the new paradigm in hospitality. - References.- Index.

Services management: the new paradigm in hospitality