Tendencies of development of the concept of service management: analysis of foreign researches

2015 ◽  
Vol 9 (2) ◽  
pp. 0-0 ◽  
Author(s):  
Сергей Илькевич ◽  
Sergey Ilkevich
Keyword(s):  
Consumer Satisfaction ◽  
Service Management ◽  
Hospitality Management ◽  
Service Science ◽  
Management Service ◽  
Management Journal ◽  
Tourism Management ◽  
Tourism And Hospitality ◽  
Number Of Publications ◽  
Methodological Aspects

This article is an attempt to identify and summarize the main trends and issues in the international publications deals with service management in the field of tourism and hospitality. The article considers publications 2012-2015 years of sampling represented eight leading foreign journals of tourism, hospitality and service management: Journal of Service Science and Management, Journal of Service Management, Service Science, Tourism Management, Journal of Hospitality and Tourism Management, Annals of Tourism Research, International Journal of Hospitality Management и Journal of Hospitality Management and Tourism. Based on the review and grouping of publications relevant service management issues in tourism and hospitality, the author makes a conclusion about kinds of topics, that are among the most typical in this field and gives examples of works for demonstration how wide is chosen issues. As can be seen from publications noted in the article , in the international literature of tourism, hospitality and service science is widely investigated the problems of service management in the tourism and hospitality. The author distinguishes ten thematic areas of service management in the tourism and hospitality, which probably kindle the highest interest and which are represented by a large number of publications: 1) the perception by tourists of issues related to risk and safety; 2) factors of customer loyalty; 3) the tourists motivation; 4) joint creation and customization of the tourist product; 5) consumer impressions; 6) methodological aspects of measuring consumer satisfaction; 7) social responsibility of business in the tourism and hospitality; 8) attitude to workers in the sphere of tourism and hospitality; 9) the needs of elderly tourists and tourists with disabilities; 10) use of information technology by consumers of tourist products

Service Science, Management and Engineering Education

2012 ◽  
pp. 134-151
Author(s):  
Jianliang Wei ◽  
Jianhua Chen ◽  
Qinghua Zhu
Keyword(s):  
Service Management ◽  
Service Industry ◽  
Service Science ◽  
Degree Programs ◽  
Management Service ◽  
Science Department ◽  
Service Workers ◽  
Arts And Humanities ◽  
Science Management ◽  
Phd Programs

Service Science, Management and Engineering (SSME) is an emerging discipline which studies service industry under an integrated framework. SSME education trains scientists and skilled service workers to promote innovation and productivity in service industry. Although quite a number of universities started SSME programs years ago, most of them are still in the stage of experiment, and only address a small portion of the total subject. This paper first discusses the objectives of SSME education program—the abilities that service workers and scientists should have. Then, three types of foundation courses of the current programs are discussed in depth; the bachelor, master and PhD degree programs offered currently are analyzed, which include the course contents and teaching methods. Based on the inspirations from these practical programs, a unified model for SSME education is developed and presented, which proposes to unify bachelor, master and PhD programs, and establishes a new service science department comprising areas of service management, service engineering and design, service arts and humanities.

Culture-Based Gamification for Global Education

2022 ◽  
pp. 1131-1148
Author(s):  
Nuno F. Ribeiro
Keyword(s):  
Global Education ◽  
Hospitality Management ◽  
Future Research ◽  
Successful Implementation ◽  
Global Marketplace ◽  
Problem Solving Skills ◽  
Tourism Management ◽  
Upper Level ◽  
Tourism And Hospitality ◽  
Management Curriculum

This chapter discusses gamification as a viable strategy to deliver tourism and hospitality management curricula effectively at a non-public Western university in Vietnam. This chapter discusses how Western tourism and hospitality curricula, which aim at developing problem-solving skills, independent thinking, and individual initiative in a global marketplace, are at odds with the education system in Vietnam, and proposes specific strategies that can be employed by global educators to bridge this gap. A case-study with upper-level tourism management Vietnamese undergraduates is presented as demonstrative of the benefits of gamification of tourism and hospitality management curriculum delivery. Knowledge of Vietnamese behavioral mores, culture, and language are highlighted as conditions for the successful implementation of gamification efforts in this educational setting. Implications for educational praxis, suggestions and recommendations for best uses, common pitfalls, and directions for future research in light of extant literature are discussed.

Mixed methods research in tourism and hospitality journals

2020 ◽  
Vol 32 (4) ◽  
pp. 1563-1579 ◽  
Author(s):  
Dao Truong ◽  
Rose Xiaoming Liu ◽  
Jing (Jasper) Yu
Keyword(s):  
Mixed Methods ◽  
Mixed Methods Research ◽  
Hospitality Management ◽  
Second Phase ◽  
Sequential Data ◽  
Management Journal ◽  
Tourism Research ◽  
Content Type ◽  
Research Journal ◽  
Tourism And Hospitality

Purpose This paper aims to examine mixed methods research (MMR) that appeared in eight tourism and hospitality journals (“Annals of Tourism Research”, “Tourism Management”, “Journal of Travel Research”, “Journal of Sustainable Tourism”, “International Journal of Contemporary Hospitality Management”, “International Journal of Hospitality Management”, “Journal of Hospitality Marketing and Management” and “Journal of Hospitality and Tourism Research”) from 1998 to 2019. Design/methodology/approach This review paper was a mixed methods design and was conducted in three phases. In the first phase, a content analysis was performed to determine if each article could be classified as non-empirical, qualitative, quantitative or mixed methods. In the second phase, descriptive statistics was used to present the number and characteristics of MMR articles. In the third phase, the contributions of MMR to addressing particular issues in tourism and hospitality studies were investigated. Findings This study identified 753 mixed methods articles, wherein 482 articles (64%) were published in the chosen tourism publication outlets and 271 (36%) in the chosen hospitality publication outlets. MMR studies having a dominant focus on specific methods (459 articles; 61%) outnumbered those having an equal focus on the qualitative and quantitative parts (294 articles; 39%). In case one method was dominant, this was typically the quantitative. Sequential data collection was prevalent in most of the cases (94.2%). The contributions of MMR to addressing generic and specific research problems were also analyzed. Originality/value This is the first comparison of MMR in major tourism and hospitality journals.

Service Science, Management and Engineering Education

2010 ◽  
Vol 1 (2) ◽  
pp. 51-69 ◽  
Author(s):  
Jianliang Wei ◽  
Jianhua Chen ◽  
Qinghua Zhu
Keyword(s):  
Teaching Methods ◽  
Service Management ◽  
Service Industry ◽  
Service Science ◽  
Degree Programs ◽  
Management Service ◽  
Service Workers ◽  
Arts And Humanities ◽  
Science Management ◽  
Phd Programs

Service Science, Management and Engineering (SSME) is an emerging discipline which studies service industry under an integrated framework. SSME education trains scientists and skilled service workers to promote innovation and productivity in service industry. Although quite a number of universities started SSME programs years ago, most of them are still in the stage of experiment, and only address a small portion of the total subject. This paper first discusses the objectives of SSME education program—the abilities that service workers and scientists should have. Then, three types of foundation courses of the current programs are discussed in depth; the bachelor, master and PhD degree programs offered currently are analyzed, which include the course contents and teaching methods. Based on the inspirations from these practical programs, a unified model for SSME education is developed and presented, which proposes to unify bachelor, master and PhD programs, and establishes a new service science department comprising areas of service management, service engineering and design, service arts and humanities.

Hospitality management education and quality tourism

1998 ◽  
Vol 4 (2) ◽  
pp. 331-339
Author(s):  
Renata Fox
Keyword(s):  
Professional Education ◽  
Management Education ◽  
Hospitality Management ◽  
Hotel Management ◽  
Education Development ◽  
Joint Project ◽  
Tourism Management ◽  
South Eastern Europe ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality

New global developments point towards a more demanding tourist and a preference for tailor-made travel arrangements. The competition is fierce and quality improvement a general trend. The most countries in south-eastern Europe have started tourism quality enhancement projects. The key element of these processes will be an internationally compatible system of professional education. In order to develop educational norms which will meet the needs of European tourism and hospitality industry, Faculty of Hotel Management Opatija has within the frame of the joint project with Manchester Metropolitan University Hotel & Tourism Management Education Development taken the first steps towards international accreditation of its curricula.

Facilitating Hospitality and Tourism Management in Global Business

2016 ◽  
pp. 283-305 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Firm Growth ◽  
Hospitality Management ◽  
Global Business ◽  
Tourism Management ◽  
Hospitality And Tourism Management ◽  
Hospitality And Tourism ◽  
Tourism And Hospitality Industry ◽  
Hospitality And Tourism Industry ◽  
Tourism And Hospitality

This chapter explains the overview of hospitality management; the overview of tourism management; product quality, service quality, price, customer satisfaction, and consumer trust in hospitality and tourism management; the significance of hospitality management in global business; the significance of tourism management in global business; and the managerial implications of hospitality and tourism management. Tourism and hospitality industry is one of the most important industries in the modern business world. It is essential to acquire a driving enthusiasm for customer service and a strong sense of professionalism to develop and maintain customer satisfaction in the hospitality and tourism industry. Effective hospitality and tourism management positively affects customer satisfaction, firm growth, and productivity in global business. The chapter argues that facilitating hospitality and tourism management in global business has the potential to enhance organizational performance and reach strategic goals in the digital age.

Culture-Based Gamification for Global Education

2021 ◽  
pp. 236-258
Author(s):  
Nuno F. Ribeiro
Keyword(s):  
Global Education ◽  
Hospitality Management ◽  
Future Research ◽  
Successful Implementation ◽  
Global Marketplace ◽  
Problem Solving Skills ◽  
Tourism Management ◽  
Upper Level ◽  
Tourism And Hospitality ◽  
Management Curriculum

This chapter discusses gamification as a viable strategy to deliver tourism and hospitality management curricula effectively at a non-public Western university in Vietnam. This chapter discusses how Western tourism and hospitality curricula, which aim at developing problem-solving skills, independent thinking, and individual initiative in a global marketplace, are at odds with the education system in Vietnam, and proposes specific strategies that can be employed by global educators to bridge this gap. A case-study with upper-level tourism management Vietnamese undergraduates is presented as demonstrative of the benefits of gamification of tourism and hospitality management curriculum delivery. Knowledge of Vietnamese behavioral mores, culture, and language are highlighted as conditions for the successful implementation of gamification efforts in this educational setting. Implications for educational praxis, suggestions and recommendations for best uses, common pitfalls, and directions for future research in light of extant literature are discussed.

Facilitating Hospitality and Tourism Management in Global Business

2020 ◽  
pp. 1314-1337
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Firm Growth ◽  
Hospitality Management ◽  
Global Business ◽  
Tourism Management ◽  
Hospitality And Tourism Management ◽  
Hospitality And Tourism ◽  
Tourism And Hospitality Industry ◽  
Hospitality And Tourism Industry ◽  
Tourism And Hospitality

This chapter explains the overview of hospitality management; the overview of tourism management; product quality, service quality, price, customer satisfaction, and consumer trust in hospitality and tourism management; the significance of hospitality management in global business; the significance of tourism management in global business; and the managerial implications of hospitality and tourism management. Tourism and hospitality industry is one of the most important industries in the modern business world. It is essential to acquire a driving enthusiasm for customer service and a strong sense of professionalism to develop and maintain customer satisfaction in the hospitality and tourism industry. Effective hospitality and tourism management positively affects customer satisfaction, firm growth, and productivity in global business. The chapter argues that facilitating hospitality and tourism management in global business has the potential to enhance organizational performance and reach strategic goals in the digital age.

scholarly journals A freegan pop-up café: Embedding critical hospitalities into the curriculum

2020 ◽  
Vol 10 (1) ◽  
pp. 87-106 ◽  
Author(s):  
Pau Obrador
Keyword(s):  
Critical Reflection ◽  
Management Education ◽  
Hospitality Management ◽  
Ethical Values ◽  
Pedagogical Innovation ◽  
Tourism Management ◽  
Tourism Education ◽  
Tourism And Hospitality ◽  
Management Students ◽  
Vocational Courses

Abstract This article suggests the importance of opening tourism and hospitality management education to critical perspectives and practices. Critical developments on hospitality have had a limited impact on higher education curricula, which retain a strong vocational orientation. This article presents a student-led pedagogical innovation that enacts hospitality as a critical tool. The activity involved the organization of a pop-up café using freegan principles. Surplus food was transformed into nutritious meals that were distributed on campus on a pay-as-you-feel basis. The innovation drew on Tribe's philosophical practitioner, which vindicates the practical value of adding critical reflection to vocational courses. This article reflects on the pedagogical value of embedding critical hospitalities into vocational curricula. The experience raised relevant questions on the interplay of hospitality and criticality, the ethical values of tourism education and the educational needs of tourism management students more generally.

An Important Relationship between Tourism and Hospitality: A Questionnaire Based Survey on Local People, Kolkata, India

2018 ◽  
Vol 6 (9) ◽  
pp. 189
Author(s):  
Shriya Das Mahapatra ◽  
R. K. Patra
Keyword(s):  
Hospitality Management ◽  
Local People ◽  
Recent Past ◽  
Urban City ◽  
Important Relationship ◽  
Close Relationship ◽  
Employment Generation ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality ◽  
Industry Relationship

It has already been known that recent past tourism depends consistently on hospitality. The present study was aiming to identify the tourism and hospitality industry relationship on the basis of annual income, duration and stay types, tenure of tour, an analysis based survey among local people of Kolkata, India. The survey was done through a questionnaire, which was assessed through random sampling of 200 residents of urban city. The results indicated that lower the income groups but highest duration of stay but tenure of tour may be more than twice per year. In conclusion, people of Kolkata fond of tour because of suitable hospitality management in the tourist spots. Therefore, tourism and hospitality has a close relationship to enhance growth for revenue generation, employment generation, etc.

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