Guides managers to see hospitality and tourism as essential service businesses requiring a holistic cross-functional approach to meeting customers' needs. Demonstrates how service organizations can capitalize on, or are impacted by, technological and social changes such as the sharing economy, social media, mobile technologies and more.

Service Management Principles for Hospitality & Tourism in the Age of Digital Technology 4th edition was developed through many years of teaching service management mainly to hospitality and tourism management students. This edition ensures that the content of this book remains current and includes references and examples about how service organizations can capitalize on, or are impacted by, ongoing technological and social changes impacting the world, such as the sharing economy, social media, mobile and wearable technologies, online communities, and many others. This edition offers a significant uplift in the way technology impacts all of the service management principles in the book, with countless new examples, links, and cases. It guides managers to a new perspective that sees hospitality and tourism as essential service businesses requiring a holistic cross-functional approach to meeting customers' needs within the context of personal relationships and experience. Service Management Principles for Hospitality & Tourism in the Age of Digital Technology:* incorporates pedagogical features including examples, review questions, study objectives, chapter outlines, key words, diagrams and photos, tips boxes, and more!* surveys many topics covering operations, marketing, and human resources.* provides a sound set of principles of service management.This text introduces students to a range of interrelated topics that are fundamentally critical to success in service enterprises.