Services Management - BHI4048

Assessment 1: Other

A range of formative devices typically in-class tests, formative feedback on summative assessments, reviews of files and folders etc., will be used by tutors to aid learning.

Other

Assessment 1: Written Assignment

2500 Word Report

Assessment 2: Written Assignment

5000 Word Report

This module reflects on the practices of services management in hospitality organizations with a view of enhancing the service encounter to achieve internal and external customer delight.

Huddersfield Business School

https://library.hud.ac.uk/readinglists/BHI4048
Indicative Reading (Latest Editions)
<ul>
<li>Chary, S. N. (2009). Productions and Operations Management (4th ed.). New Delhi: Tata McGraw Hill.</li>
<li>Chase, R.B., Jacobs, F.R., Aquilano, N.J., &amp; Agarwal, N.K. (2009). Operations Management for Competitive Advantage (11th ed.). New Delhi: Tata McGraw Hill</li>
<li>Hill, A.V. (2012). The Encyclopedia of Operations Management – A Field Manual of Glossary of Operations Management &amp; Concepts. New Jersey: Pearson Education, Inc.</li>
<li>Johnson, G., Scholes, K., &amp; Whittington, R. (2008). Exploring Corporate Strategy (8th ed.). London: Prentice Hall</li>
<li>Kandampully, J. (2008). Services Management: The New Paradigm in Hospitality. New Delhi: Pearson Education Press.</li>
<li>Robbins, S.P., Judge, T.A., &amp; Sanghi, S. (2007). Organizational Behaviour (3rd ed.). New Delhi: Dorling Kindersley.</li>
<li>Russell, R.S., &amp; Taylor III, B.W. (2011). Operations Management – Creating Value Along the Supply Chain (7th ed.). USA: John Wiley &amp; Sons.</li>
<li>Young, S.T. (2010). Essentials of Operations Management (1st ed.). New Delhi: Sage Publications.</li>
</ul>
Journals
<ul>
<li>Cornell Quarterly</li>
<li>Harvard Business Review</li>
<li>Human Resource Development Review</li>
<li>International Journal of Hospitality &amp; Tourism System</li>
<li>Journal of Asian Business Management</li>
<li>Journal of Contemporary Hospitality Management</li>
<li>Journal of International Management and Organisational Studies</li>
<li>Journal of Management Decisions</li>
<li>Journal of Service Quality</li>
</ul>
Websites
<ul>
<li>www.hospitality-industry.com</li>
<li>www.hotelsonline.com</li>
<li>www.management.org</li>
<li>www.ijrcm.org.in</li>
<li>www.indianresearchjournals.com</li>
</ul>

Hospitality

BHI4048 - Services Management

Services Management

Comment on models and tools that help in service recovery and enhance service quality.

Evaluate tools and techniques that aid managerial decision making and problem solving in order to achieve productivity and other operational objectives.

An appreciation of the organisational significance of managing the service encounter to achieve internal and external customer satisfaction.

Knowledge of “breakthrough” services in order to understand the operations of successful hospitality service firms as benchmarks for future management practice.

An understanding of key aspects of service management: conceptualisation, development, evolution and its implementation in hospitality organisations.