TY  - BOOK
AU  - Kandampully,Jay
TI  - Services management: the new paradigm in hospitality 
SN  - 1862505098 (pbk.)
U1  - 647.94068 
PY  - 2002///
CY  - Frenchs Forest, N.S.W.
PB  - Pearson Education Australia
KW  - Hospitality industry
KW  - Management
KW  - Hotel management
KW  - Leisure industry
N1  - 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
N2  - Services management: the new paradigm in hospitality
ER  -