Services Management: The New Paradigm in Hospitality

There are numerous texts on the management of services, but few that adequately interpret the body of knowledge for hospitality management. Jay Kandampully's nicely presented and well‐written book is a most welcome contribution to the practice of hospitality management. It features 19 chapters, each with clear objectives and summary points. The book's scope embraces: core concepts, service quality and vision, customer perspectives, marketing implications, empowerment, service guarantees and recovery issues and global and technological impacts. The text is easy to follow and accessible throughout, making it a useful resource for students and managers alike.