Kandampully, Jay.

Services management : the new paradigm in hospitality / Jay Kandampully - Frenchs Forest, N.S.W. : Pearson Education Australia, 2002. - xii, 380 p. : ill. ; 25 cm.

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

1862505098 (pbk.) 9781862505094 (pbk.)


Hospitality industry--Management.
Hotel management.
Leisure industry--Management.

647.94068 / KAN