Confira o resumo do livro Services Management – Kandampully, Jay A. – ISBN: 0131916548 e veja onde comprar em loja online.
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.