Service management principles for hospitality and tourism

3 rd edition

Review Questions chapter 1

1 The service economy exploded in the second half of the 20th century. Explain the underpinning factors behind this growth.

2 Name the core ongoing trends in tourism and hospitality industries. Why is it important for service enterprises to be aware of those?

3 Why do some scholars argue that the service management paradigm offers sustainable competitive advantage to a company's operations?

4 Explain how service interrelationship affects total experience as it's perceived by the customer. What are the components of a tourism service?

5 Explain the difference between core service and peripheral service (give a few examples) and why service companies should devote more attention to the peripheral services.

6 Explain 'servitization' and how it has evolved over the last 25 years.

7 Briefly describe the concept of service bundling. Why is it important, and how might hospitality managers manipulate the different elements of a service package to gain a competitive advantage?

8 Within the context of service management evolution, explain how a shift in marketing mix from 4Ps to 7Ps might reflect the progression of management thinking.

9 What is the logic behind value co-creation and explain why it has a great impact on service process and overall customer experience?