Author Description

"Managing Tourism And Hospitality Services provides final year undergraduates with contemporary best practice examples of tourism and hospitality services management drawn from international settings. The twenty-five chapters are written by invited international experts. The text offers a concise but informed analysis of service management theory, analysing the significant changes which the industry is experiencing through, for example, new approaches to customer satisfaction management, new forms of competition and collaboration in the delivery of services, improvements in the design of service systems, the increasing use of IT, and new management approaches to the interactions between staff and service customers in tourism and hospitality operations.