1. Service management principles: for hospitality and tourism - Jay Kandampully, David Solnet 2018

    Book Required

  2. Managing the co-creation of value - Adrian F. Payne, Kaj Storbacka, Pennie Frow 2008-3

    Article Recommended

  3. Understanding Customer Expectations of Service - A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml Spring 1991

    Article Recommended

  4. The Path to Customer Centricity - Denish Shah, Roland T. Rust, A. Parasuraman, Richard Staelin 11/2006

    Article Recommended

  5. Harvard business review - Harvard Business School

    Webpage Recommended Read Heskett, J. L., Jones, T., Loveman, G., Sasser Jr., E., Schlesinger, L. Putting the service profit chain to work. Harvard Business Review, (1994, 2008). v.72 no.2 pp.164-174. Publisher does not permit direct linking. To access the full article, either click on the 'Online Resource' button, or click on 'Harvard business review' then click on the 'web address' link provided, which will take you to the Business Source Complete database. Search this database using the article title.

  6. Past Central Exam Papers 1 item
    1. Past Central Exam Papers

      Webpage  Follow the link and search for past exam papers by course code.