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Services management : the new paradigm in hospitality / Jay Kandampully

By: Kandampully, Jay.
Publisher: Frenchs Forest, N.S.W. : Pearson Education Australia, 2002Description: xii, 380 p. : ill. ; 25 cm.ISBN: 1862505098 (pbk.); 9781862505094 (pbk.).Subject(s): Hospitality industry -- Management | Hotel management | Leisure industry -- ManagementDDC classification: 647.94068
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
Item type Current location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU
647.94068 KAN (Browse shelf) 1 Available GENLS,GENLS,03,GR 5000108984
Main Collection Taylor's Library-TU
647.94068 KAN (Browse shelf) 1 Available SHTEx,70004,03,CL 1000803691
Main Collection Taylor's Library-TU
647.94068 KAN (Browse shelf) 1 Available SHTEx,70005,03,CL 1000803690

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