Service Management in Hospitality and Tourism (BA3005) Credit : 3 Master Program, Trisakti Institute of Tourism Dra. PURWANTI DYAH PRAMANIK, M.Si purwanti@stptrisakti.ac.id / 087887442562 Welcome to the course of Service Management in Hospitality and Tourism Hi... It's great that we're attending 'Service Management in Hospitality and Tourism' this semester. In this course, we will be exploring and discussing the dimensions of the distinctive characteristics of service operations. What does it include? Well it includes a classification for strategic insights. Here we are discussing with an emphasis on The Economic Impact of Hospitality and Tourism Services, The Nature of Services in Hospitality and Tourism Service, Hospitality and Tourism Service Strategy, Service Innovation in Hospitality and Tourism, Technology in Hospitality and Tourism Services, Service Quality in Hospitality and Tourism, Supporting Facility in Hospitality and Tourism, and Service Facility Location in Hospitality and Tourism. In this course, we are also learning how to design the service enterprises to support the competitive strategy and management of day - to - day operations. Dear all students, let's enjoy all the research and literature on the topic, as well as the media, material and or software to promote effective development. By the time you complete the course, it is expected that you will be able to: understand the operations of successful service firms that can be benchmarks for future management practice. develop an understanding of the "state of the art" of service management thinking. develop an awareness of the opportunities that information technology can have for enhancing service firms competitiveness. appreciate the organizational significance of managing the service encounter to achieve internal and external customer satisfaction. understand new service development from both a product and process perspective. gain an appreciation of the complexities associated with implementing change. Here are the topics you are going to learn: What Are The Economic Impact of Hospitality and Tourism Services? The Nature of Services in Hospitality and Tourism. Hospitality and Tourism Service Strategy . Service Innovation in Hospitality and Tourism. Technology in Hospitality and Tourism Services. Service Quality in Hospitality and Tourism. Is Supporting Facility in Hospitality and Tourism Important? Service Facility Location in Hospitality and Tourism. Recommended Text Fitzsimmons, James A., and Mona J. Fitzsimmons, Service Management: Operations, Strategy, and Information Technology, 6th. Ed., McGraw-Hill, Singapore, 2011. Gronroos,Christian.Service Management and Marketing.Lexington Books,Toronto,1990. Harrison, Jeffrey S and Cathy A. Enz.2005. Hospitality Strategic Management: Concepts and Cases. John Willey and Sons,Inc.,Canada. Kandampully, Jay.Services Management. Pearson. 2006. Kandampully, Jay; Connie,Mok; and Beverley Sparks.Service Quality Management in Hospitality, Tourism, and Leisure. Routledge, New York, 2010. King, John H, Ronald F.Cichy. Managing for Quality in the Hospitality Industri. Prentice Hall. 2006. Lovelock H. Christopher. Managing Services. Prentice-Hall International,Inc.,London,1992 Murdick G.,Robert; Barry,Render; and Roberta S.Russell.Allyn and Bacon,Boston,1990. During the course, we urge each of you to: read the materials provided as well as surf the net for more resources follow the schedule diligently participate in the face-to-face meetings participate in online discussion forum do the given assignment and submit it at the given time work collaboratively in group as well as work on individual basis remember to always bring a dictionary. The evaluation includes: Your activities in discussion forum, your assignment, and your quiz: 20 points. Mid-Test 30 points. Final-Test 50 points. Enjoy your study!

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The economic impact of hospitality and tourism services is great. Hospitality and tourism services are central to the economic activity in any society. Hospitality and tourism services are influenced by infrastructure services, such as transportation and communications. They are the essential links among all sectors of the economy, including the final consumer. In stages of economic activity, restaurants, hotels, laundry, and maintenance are grouped in tertiary or domestic services. In order to understand this topic, you will learn the concept of tourism service, the economic impact of hospitality and, tourism and the source of tourism service sector growth as well.

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Service strategy must begin with a vision of the place and purpose of the enterprise. A strategic tourism service vision is formulated by addressing questions about the target market, service concept, operating strategy, and delivery system. However, the competitive environment of services presents challenges such as low entry barriers, product substitution, and limited opportunities for economies of scale that must be overcome. Three generic tourism service strategies have been found successful in formulating strategies that allow firm to outperform competitors. The strategies of Market Focus, Overall Cost Leadership, and Differentiation are approaches that service firms have adopted in various ways to gain competitive advantage. Before entering a market, an analysis of a company's position relative to its competitors and other players is advisable. Such an analysis begins with the well-known Five Forces model to gain an appreciation of the competitive nature of the industry. A tourism SWOT analysis to asses Strengths, Weakness, Opportunities, and Threats follows. Winning customers in the marketplace means competing on several dimensions. Customers base their purchase decisions on many variables, including: price, convenience, reputation, and safety.

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Dear students. Welcome to Topic 4 where you will learn about innovation in services. We begin with an introduction of innovation in services. In this part, we're learning about definition of service iinovation, perspective of service innovation, and example of service innovation. Secondly, try to understand levels of service innovation. Have you known it? Levels of service innovation include two things. They are radical innovation and incremental innovation. Radical and incremental innovation have their own characteristics. We're also going to understand the example of each levels of innovation. And the last discussing is about a blueprint for a service operation in tourism. Here, we are learning The meaning and the importance of blueprint, Components of blueprint, and Service blue print of luxury hotel.

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Preview For services, technology often empowers the customer to perform the service unassisted. For example the internet allows customers to book their own flights.The role of technology in the service encounter is explored in its various forms leading to a discussion of the emergence of technology-enable self-service. Application of automation in tourism services are classified according to their level of sophistication. A discussion of The website uses in tourism service could be found in this topic.

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Preview Dear students, welcome to topic 6: Service Quality in Tourism. Service quality is a complex topic. It includes five dimensions: reliability, responsiveness, assurance, emphaty, and tangibles. We use these dimensions to introduce the concept of a service quality gap . This gap is based on the difference between a customer's expectations of a service and the perceptions of the service that is delivered. A survey instrument that measures service quality, called SERVQUAL , is based on implementing the service qualitygap concept. Quality begins with the design of the service delivery system . Thus, concepts borrowed from product design such as Taguchi methods, Poka-yoke, and quality function deployment are applied to the design of service delivery systems.Statistical process control is used to monitor variation in service performance metrics and signal when intervention is necessary. A customer satisfaction survey instrument, called a walk-through audit (WtA) , is built on the premise that each customer is a participant in the service process.

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The topic begins with environmental psychology as applied to facility design and layout to avoid customer disorientation nad frustration upon entering an unfamiliar structure. The concept of servicescapes is based on the idea that the physical environment influences the behavior and perception of the service for both customers and workers. Facility design issues are addressed with respect to objectives of the service, its space requirements, flexibility, aesthetic factors, and the environment.

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This chapter begins with a discussion of Strategic Location Considerations. For example, the strategies of competitive clustering or saturation marketing are used to attract customers to a service site. Other service delivery strategies, such as using marketing intermediaries and the internet, remove the need for customer travel and, thus, a decision on site location can be based on other considerations, such as cost or availability of skilled labor. Geographic information system (i.e., demand and its characteristics distributed across a market area) are critical input to location models.

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