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关键词：
Services Management for Hospitality
书目信息
ISBN：
9780131916548（13位）
中图分类号：
F719
杜威分类号：
中文译名：
酒店业的服务管理
作者：
Jay Kandampully, The Ohio State University; Australia Pearson
编者：
语种：
English
出版信息
出版社：
Prentice Hall
出版地：
出版年：
2006
版本：
1
版本类型：
原版
丛书题名：
卷期：
文献信息
关键词：
Hospitality & Travel/Tourism
前言：
摘要：
内容简介：
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 book’s 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.
目次：
I. THE SERVICE PARADIGM. 1. The Metamorphosis of Services. 2. The Nature of Services. II. SERVICES OF QUALITY. 3. Quality — the Core Service. 4. Understanding Customer Needs. III. SERVICES THAT SERVE. 5. The Service Vision. 6. Modern Marketing (1) — External Service Implications. 7. Modern Marketing (2) — Internal Management Implications. 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.
附录：
全文链接：
读者对象：
实体信息
页码：
464
装帧：
Paper
尺寸：
其它形态细节：
其它信息
原价：
USD
64.0000
原版ISBN：
其它ISBN：
图书特色：
书评：
扩展信息
Isbn：
0131916548
issue：
2006JC01
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