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Services management : the new paradigm in hospitality

Author: Jay Kandampully
Publisher: Upper Saddle River, N.J. : Pearson Prentice Hall, ©2007.
Edition/Format:   Book : EnglishView all editions and formats
Database:WorldCat
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Jay Kandampully
ISBN: 0131916548 9780131916548
OCLC Number: 61748227
Description: xv, 378 p. : ill. ; 24 cm.
Contents: Ch. 1. The metamorphosis of services --
Ch. 2. The nature of services --
Ch. 3. Quality --
the core service --
Ch. 4. Understanding customer needs --
Ch. 5. The service vision --
Ch. 6. Modern marketing (1) --
external service implications --
Ch. 7. Modern marketing (2) --
internal management implications --
Ch. 8. Empowerment, guarantees, and recovery --
Ch. 9. Global strategies for hospitality services --
Ch. 10. Technology and its applications --
Ch. 11. Implications of the new paradigm in hospitality.
Responsibility: Jay A. Kandampully.
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