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.

"Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service."

---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University

"With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing."
--Christian Gronroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland

"Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing."

--A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida

"Service excellence and service innovation are critical for success in today's competitive retail marketplace. "Service Management: The New Paradigm in Retailing" provides a contemporary and transformative lens for accomplishing these essential goals."

--Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University

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"Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service."

---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University

"With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing."
--Christian Gronroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland

"Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing."

--A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida

"Service excellence and service innovation are critical for success in today's competitive retail marketplace. "Service Management: The New Paradigm in Retailing" provides a contemporary and transformative lens for accomplishing these essential goals."

--Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University

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Research, teaching interests and collective industry experiences have led to a strong belief that service management theory provides a vital conceptual framework with near perfect applicability in hospitality and tourism. Service Management Principles for Hospitality & Tourism guides managers to a new perspective that sees hospitality and tourism as essential service businesses requiring a holistic cross-functional approach to meeting customers' needs within the context of personal relationships and experience. This edition includes references and examples about how service organizations can capitalize on, or are impacted by ongoing technological and social changes impacting the world, such as the sharing economy, social media, mobile and wearable technologies, online communities and more. Service Management Principles for Hospitality & Tourism: incorporates pedagogical features including examples, review questions, study objectives, chapter outlines, key words, diagrams and photos, tips boxes, and more! surveys many topics covering operations, marketing, and human resources. provides a sound set of principles of service management. This text introduces students to a range of interrelated topics that are fundamentally critical to success in service enterprises.

  Although a nascent field of research, customer experience management has become an important research and management topic in today’s interconnected world… Customers are no longer passive participants of the firm’s value proposition, but are actively involved in the co-creation and co-ownership of the brand. However, research has repeatedly shown that a firm’s external image is often a reflection of how its employees experience the firm. Thus, ensuring that both customers and employees are positively invested in this co-creation and managing the customer experience has never been more important in maintaining the brand image inside and outside the organization. Customer Experience Management: Enhancing Experience and Value Through Service Management highlights how service management can be most effectively used to create positive customer experiences in all industry sectors. Customer Experience Management: Enhancing Experience and Value Through Service Management represents a paradigm shift in how we think about customers and employees; customers and employees are perceived as partners, with an equal stake in the firm, rather than as external entities. Managers who conceptualize their offerings as essentially service offerings (experiences) and an outcome of the customer-employee relationship will gain a new understanding of their business, and will be well placed to design and re-engineer customer experiences that can produce a positive impact both outside and inside the organization. Intended to help business students at all levels of education along with managers in all industries, Customer Experience Management: Enhancing Experience and Value Through Service Management:  Helps collate present understanding - to build both research and management expertise in customer experience. Provides a detailed overview of how operations, marketing and human resources can be effectively used to ensure a positive customer experience. In all industry sectors, a positive or negative customer experience can primarily be attributed to the service offered by the firm. Thus, service management concepts have a direct application in all organizations that aim to offer superior value to their customers and leading to customer loyalty, market leadership, and profitability.  Addresses various customer focused aspects of organizations from a service management perspective. It offers the reader a series of management concepts - covering operations, marketing, and human resources - all of which are capable of being effectively incorporated into any organization. 

Today, more than ever before, people desire to look and feel better, to slow the effects of aging, manage stress, and/or prevent age related illness. This growing social phenomenon is the so called wellness generation. Service Management in Health and Wellness Services examines the growing significance of the wellness concept as a feature of the health care industry. This new paradigm shift in the composition of health care and the subsequent changes in the needs and expectations of health care customers are transforming health care into a largely customer-driven service sector. Designed specifically for practitioners and students in the health and wellness industry, Service Management in Health and Wellness Services addresses various aspects from a services management perspective. In doing so, the publication reinforces that service management approaches can be used to effectively manage health and wellness services to provide customers with superior service and value. Those who conceptualize and manage the health care offering as essentially a ‘service’ offering will gain an advantage in the understanding of, and ability to deliver, service excellence. These concepts cover the full gamut of the health service and wellness industry – including operations, marketing, human resources, and more. Service Management in Health and Wellness Services provides a detailed account of the critical services-management concepts that have direct application in the health and wellness industry. Using case examples, each chapter seeks to illustrate how these concepts can be used effectively to gain customer loyalty, achieve market leadership in the health and wellness industry. Service Management in Health and Wellness Service: Uniquely reflects an alchemic shift of management concept in health service and will be of interest to practitioners, and to those involved in teaching, or students on any of the increasing number of health service and wellness management programs. Examines the wellness concept paradigm shift and the subsequent changes in the needs and expectations of health care customers. Describes the burgeoning use of technology that empowers health service providers to serve customers globally through multiple channels. Argues that future arrangements for health care must provide management of both wellness and illness, according to their prominence throughout the various stages of one’s life span. Provides a detailed account of the critical service management concepts that have direct application in the health and wellness industry. Illustrates how service management concepts can be used effectively to gain customer loyalty, and achieve market leadership in the health and wellness industry.