Bøker av Jay Kandampully

Guides managers to see hospitality and tourism as essential service businesses requiring a holistic cross-functional approach to meeting customers' needs. Demonstrates how service organizations can capitalize on, or are impacted by, technological and social changes such as the sharing economy, social media, mobile technologies and more.

Although a nascent field of research, customer experience management has become an important research and management topic in today's interconnected world. This book highlights how service management can be most effectively used to create positive customer experiences in all industry sectors.