Service management in hospitality education: review and reflection

Solnet, David (2012) Service management in hospitality education: review and reflection. Journal of Hospitality Marketing and Management, 21 2: 184-214. doi:10.1080/19368623.2011.584267

Author Solnet, David
Title Service management in hospitality education: review and reflection
Journal name Journal of Hospitality Marketing and Management   Check publisher's open access policy
ISSN 1936-8631
Publication date 2012-02
Sub-type Article (original research)
DOI 10.1080/19368623.2011.584267
Volume 21
Issue 2
Start page 184
End page 214
Total pages 31
Place of publication Philadelphia, United States
Publisher Routledge
Collection year 2013
Language eng
Abstract Service as a proportion of economic activity continues to grow, with 80% of economic output and employment in many countries categorized in the service sector. Similarly - driven by increased leisure time, globalization, reduced travel costs and an ageing population - the service-intensive tourism and hospitality industry has seen corresponding growing demand. Despite the continued growth and importance of service, and in particular its critical role in the hospitality industry, education specific to service management lags behind. The purpose of this paper is to review the current status of service management in the context of Hospitality education at university level. This paper presents a general review incorporating a review of the service management literature in order to provide a justification for a more coordinated development of service management education. An exploratory case study is provided, reporting on student perceptions following the completion of a final year service management university course. The paper concludes with a series of reflections and offers seven specific issues which would benefit from greater coordination and discourse.
Keyword Service management
Service-dominant logic
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2013 Collection
UQ Business School Publications
Version Filter Type
Citation counts: Scopus Citation Count Cited 6 times in Scopus Article | Citations
Google Scholar Search Google Scholar
Created: Tue, 15 Jan 2013, 14:37:09 EST by Jane Malady on behalf of School of Tourism