Services Management

For Services Management/Marketing or Marketing courses, particularly for undergraduate and graduate programs in Hospitality Management, Tourism Management, Leisure Management and Retail Management.

This book addresses the hospitality industry from a services management perspective, offering the reader a series of management concepts operations, marketing and human resources all of which are capable of being effectively incorporated into all hospitality operations. The books focus is on the ever-increasing demand of customers for service quality, as well as the other challenges facing hospitality establishments today including intense competition, globalization, and technological innovation. This book stresses the point that in all services, including hospitality services, the human element (both employees and customers) is absolutely crucial in selling services, hospitality enterprises are selling personal relationships. Hospitality providers of all types will benefit from adopting the management philosophies and practices in this book ones that have proven so effective in other service sectors.