RESEARCH AND PRACTICE
IN HUMAN RESOURCE MANAGEMENT

Book Review:
Services Management: The New Paradigm in Hospitality
Author: Kandampully, J.

Kandampully, J., (2002). Services Management: The New Paradigm in Hospitality, Australia: Pearson Education Australia.

Reviewed by: Ruth Taylor

Jay Kandampully has written a comprehensive and distinctive book that broadens yet refines a new management focus for both hospitality researchers and students. The focus of the book is on services management as being the new paradigm in hospitality. To achieve this, the book is divided into four sections. The first focuses on the service paradigm where the author introduces the metamorphosis of services, describes the significance of the global service economy, presents the interdependency of services and discusses the nature of services such as tangible and intangible aspects of service offers and management implications. Section two focuses on services of quality by presenting historic, economic and cost perspectives of quality; followed by concepts, theory and quality ‘gurus’. In understanding customer needs from a managerial perspective, the author uses a cross-functional relationship approach to investigate the expectations and perceptions of quality in a service context. Section three is an excellent chapter on service vision, strategy, processes, systems, design, blueprinting and managing service networks. This chapter is followed by two comprehensive chapters on modern marketing covering both internal management implications and external service implications. It presents a new marketing paradigm using a cross functional basis integrating operations, marketing and human resources. The final section, section four, investigates service growth and explores service superiority through empowerment, whilst coordinating service guarantee and service recovery. Global strategies for hospitality services through internationalisation, partnerships and alliances are provided with a range of international examples. Chapter 10 explores the shift in foci in technology and its application, with integration to marketing, operations and human resources. Chapter 11, being the final chapter, presents a discussion of the new paradigm in hospitality which comprehensively presents evolving imperatives and services management issues for the hospitality industry.

A substantial reference list is provided for all chapters. A comprehensive framework is also provided at the beginning of each chapter but page numbers for each of these topics would add to the useability of this framework. Services Management: The New Paradigm in Hospitality is positioned to present a new management paradigm text for the hospitality industry. Although Kandampully is obviously not the first author to present management in the hospitality industry from a services perspective (he is preceded by authors such as Lovelock, Gronroos, Heskett, Schlesinger), the comprehensiveness and inclusivity of concept, content and context is both a strength, and is indeed, a new paradigm in the hospitality field.

The writing and layout is accessible for students at both undergraduate and postgraduate levels. Some of the figures appear underdeveloped or, perhaps, too simplistic – the full development of these will be something to look forward to in the second edition of the text. The book is without doubt of significant value to hospitality students while the conceptual frameworks, theories developed and issues presented make the book worthy reading for the broader cohort of tourism management students and other service sector industry students.

The quality of this text, as is the case for all Kandampully’s research, is well written, and provides a solid base for students and professionals within the hospitality industry to gain concepts, theory and practical implementation of the new paradigm presented. Services Management: The New Paradigm in Hospitality provides a contemporary resource for practitioners, teachers and students of management within the services sector, in particular the hospitality industry. The balance of theory and practice of modern services management, together with trends and challenges within the industry such as technology and globalisation, provide a comprehensive read for both industry and education.

Ruth Taylor
Curtin University of Technology