Hospitality and Service
()
About this ebook
Millions of dollars are wasted every year by businesses, even though, they are first rate, their hospitality people act like unruly rascals. How do you start a service business? I wouldn’t like to start one or bring one back after the misery of the pandemic world we have experienced in the past few years. What about the next few years?
Politicians are constantly under fire, because they are perceived to be concerned with their own well being, instead of their constituency. What kind of service is the media providing, when they produce fiction rather than fact? Look at advertising and professional sports. Do you believe any of that stuff they produce in the way of news.
This book is for the youngster who asks what his mother or father does all day. Do they just push people around, or do they help people achieve their true worth to the business or organization they represent.
What about the car dealer that is constantly scrambling around for new business? What about some of the new stuff in business technology? Do we even know what we don’t know?
This book is for all of the above. I sincerely hope the book is a service to you.
The Author
December 17, 2020
Harry Katzan Jr.
Harry Katzan, Jr. is a professor who has written several books and many papers on computers and service, in addition to some novels. He has been an advisor to the executive board of a major bank, and a general consultant on Artificial Intelligence on which he has written several books. He and his wife have lived in Switzerland where he was a consultant and visiting professor of Artificial Intelligence. He is a avid runner and has completed 94 marathons including Boston 13 times and New York 14 times. He holds bachelors, masters, and docorate degrees.
Read more from Harry Katzan Jr.
The Mysterious Case of the Royal Baby Rating: 0 out of 5 stars0 ratingsCybersecurity Rating: 0 out of 5 stars0 ratingsA Case of Espionage: A Novel Rating: 0 out of 5 stars0 ratingsThe Little Book of Artificial Intelligence Rating: 0 out of 5 stars0 ratingsLessons in Artificial Intelligence: With Matt, Ashley and the General Rating: 0 out of 5 stars0 ratingsArtificial Intelligence: A Primer Rating: 0 out of 5 stars0 ratingsThe Little Book of Cybersecurity Rating: 0 out of 5 stars0 ratingsShelter in Place Rating: 0 out of 5 stars0 ratingsArtificial Intelligence Concepts for Management Rating: 0 out of 5 stars0 ratingsEscape: A Matt and the General Novel Rating: 0 out of 5 stars0 ratingsThe Virus: A Novel Rating: 0 out of 5 stars0 ratingsOn the Trail of Artificial Intelligence: A Technical Novel Rating: 0 out of 5 stars0 ratingsRetired Old Men Eating out (Romeo) Volume Two Rating: 0 out of 5 stars0 ratingsAdvanced Lessons in Artificial Intelligence: A Technical Novel and a Readable Primer: A Technical Novel and Primer Rating: 0 out of 5 stars0 ratingsService and Advanced Technology: Practical Essays Rating: 0 out of 5 stars0 ratingsA Tale of Discovery: A Matt and the General Adventure Rating: 0 out of 5 stars0 ratingsThe Day After the Night Before: A Matt and the General Adventure Rating: 0 out of 5 stars0 ratingsAn Untimely Situation: A Matt and the General Book Rating: 0 out of 5 stars0 ratingsA Journey of Passion and Devotion Volume 1 Rating: 0 out of 5 stars0 ratingsThe Journey of Matt and the General Rating: 0 out of 5 stars0 ratingsArtificial Intelligence Is a Service Rating: 0 out of 5 stars0 ratingsThe K-Report: A New Hybrid Writing Genre Rating: 0 out of 5 stars0 ratingsWe Can Only Hope for It Rating: 0 out of 5 stars0 ratingsThe Little Book of Managing Uncertainty Rating: 0 out of 5 stars0 ratingsEverything is All Right Rating: 0 out of 5 stars0 ratingsRetired Old Men Eating out (Romeo) Volume One Rating: 0 out of 5 stars0 ratingsThe MONEY Gate: A Timely Novel Rating: 0 out of 5 stars0 ratingsThe Magnificent Monarchy: A Matt and the General Book Rating: 0 out of 5 stars0 ratingsThe Magnificent Escape: A Matt, the General and Ashley Book Rating: 0 out of 5 stars0 ratings
Related to Hospitality and Service
Related ebooks
The Little Book of Service Management Rating: 0 out of 5 stars0 ratingsIntroduction to Service: What It Is and What It Should Be Rating: 0 out of 5 stars0 ratingsA Collection of Service Essays: A Practical Approach Rating: 0 out of 5 stars0 ratingsAn Education in Service Management: A guide to building a successful service management career and delivering organisational success Rating: 0 out of 5 stars0 ratingsIncident Management Rating: 0 out of 5 stars0 ratingsDigital Workplace Strategy & Design: A step-by-step guide to an empowering employee experience Rating: 0 out of 5 stars0 ratingsOrganizing Itsm: Transitioning the It Organization from Silos to Services with Practical Organizational Change Rating: 0 out of 5 stars0 ratingsIs Loyalty Dead?: Marketing Strategies to Survive in the Saturated Telecommunication Market Rating: 0 out of 5 stars0 ratingsVeriSM™ - A Pocket Guide Rating: 0 out of 5 stars0 ratingsAvailability and Capacity Management in the Cloud: An ITSM Narrative Account Rating: 0 out of 5 stars0 ratingsThe Service Organization: How to Deliver and Lead Successful Services, Sustainably Rating: 0 out of 5 stars0 ratingsService Design for Business: A Practical Guide to Optimizing the Customer Experience Rating: 3 out of 5 stars3/5Service Design and Service Thinking in Healthcare and Hospital Management: Theory, Concepts, Practice Rating: 0 out of 5 stars0 ratingsITSM Value Streams: Transform opportunity into outcome Rating: 0 out of 5 stars0 ratingsAdapting to Industry Infinity Rating: 0 out of 5 stars0 ratingsStart Your Own Office and Administrative Support Service: Your Step-By-Step Guide to Success Rating: 0 out of 5 stars0 ratingsQuality Experience Telemetry: How to Effectively Use Telemetry for Improved Customer Success Rating: 0 out of 5 stars0 ratingsService and Advanced Technology: Practical Essays Rating: 0 out of 5 stars0 ratingsService Design: From Insight to Implementation Rating: 3 out of 5 stars3/5What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms Rating: 0 out of 5 stars0 ratingsCollaborative Business Design: The Fundamentals Rating: 0 out of 5 stars0 ratingsPredicting Business Success: Using Smarter Analytics to Drive Results Rating: 0 out of 5 stars0 ratingsBusiness Relationship Manager: Careers in IT service management Rating: 0 out of 5 stars0 ratingsSmart Service Management: Design Guidelines and Best Practices Rating: 0 out of 5 stars0 ratingsData Virtualization: The Power of Unified Data. Harnessing the Benefits of Data Virtualization Rating: 0 out of 5 stars0 ratingsOrdering IT Services: Would you like CHIPS with that? Rating: 0 out of 5 stars0 ratingsCloud Computing… Commoditizing It: The Imperative Venture for Every Enterprise Rating: 0 out of 5 stars0 ratingsThe Service Desk Handbook – A guide to service desk implementation, management and support Rating: 0 out of 5 stars0 ratings
Travel For You
The Worst-Case Scenario Survival Handbook: Travel Rating: 3 out of 5 stars3/5The Time Traveler's Guide to Medieval England: A Handbook for Visitors to the Fourteenth Century Rating: 4 out of 5 stars4/5The Mother Tongue: English and How it Got that Way Rating: 4 out of 5 stars4/5The Day the World Came to Town: 9/11 in Gander, Newfoundland Rating: 4 out of 5 stars4/5made in america: An Informal History of the English Language in the United States Rating: 4 out of 5 stars4/5RV Hacks: 400+ Ways to Make Life on the Road Easier, Safer, and More Fun! Rating: 0 out of 5 stars0 ratingsSpotting Danger Before It Spots You: Build Situational Awareness To Stay Safe Rating: 4 out of 5 stars4/550 Great American Places: Essential Historic Sites Across the U.S. Rating: 4 out of 5 stars4/5Fodor's Bucket List USA: From the Epic to the Eccentric, 500+ Ultimate Experiences Rating: 0 out of 5 stars0 ratingsEmily Post's Etiquette, 19th Edition: Manners for Today Rating: 5 out of 5 stars5/5Notes from a Small Island Rating: 4 out of 5 stars4/5Lonely Planet The Travel Book: A Journey Through Every Country in the World Rating: 4 out of 5 stars4/5Living a Jewish Life, Revised and Updated: Jewish Traditions, Customs, and Values for Today's Families Rating: 4 out of 5 stars4/5Fodor's New Orleans Rating: 3 out of 5 stars3/5Northeast Treasure Hunter's Gem & Mineral Guide (5th Edition): Where and How to Dig, Pan and Mine Your Own Gems and Minerals Rating: 0 out of 5 stars0 ratingsFodor's Nova Scotia & Atlantic Canada: With New Brunswick, Prince Edward Island & Newfoundland Rating: 0 out of 5 stars0 ratingsFodor's Best Weekend Road Trips Rating: 0 out of 5 stars0 ratingsFodor's Best Road Trips in the USA: 50 Epic Trips Across All 50 States Rating: 5 out of 5 stars5/5The Everything Travel Guide to Ireland: From Dublin to Galway and Cork to Donegal - a complete guide to the Emerald Isle Rating: 0 out of 5 stars0 ratingsSalem's Witch House: A Touchstone to Antiquity Rating: 5 out of 5 stars5/5Fodor's Bucket List Europe: From the Epic to the Eccentric, 500+ Ultimate Experiences Rating: 0 out of 5 stars0 ratingsSpanish Verbs - Conjugations Rating: 0 out of 5 stars0 ratingsA Guide to the Historic French Quarter Rating: 4 out of 5 stars4/5Drives of a Lifetime: 500 of the World's Most Spectacular Trips Rating: 3 out of 5 stars3/5Nashville Eats: Hot Chicken, Buttermilk Biscuits, and 100 More Southern Recipes from Music City Rating: 5 out of 5 stars5/5Journeys of a Lifetime, Second Edition: 500 of the World's Greatest Trips Rating: 5 out of 5 stars5/5
Reviews for Hospitality and Service
0 ratings0 reviews
Book preview
Hospitality and Service - Harry Katzan Jr.
Copyright © 2021 Harry Katzan Jr.
All rights reserved. No part of this book may be used or reproduced by any means, graphic, electronic, or mechanical, including photocopying, recording, taping or by any information storage retrieval system without the written permission of the author except in the case of brief quotations embodied in critical articles and reviews.
iUniverse
1663 Liberty Drive
Bloomington, IN 47403
www.iuniverse.com
844-349-9409
Because of the dynamic nature of the Internet, any web addresses or links contained in this book may have changed since publication and may no longer be valid. The views expressed in this work are solely those of the author and do not necessarily reflect the views of the publisher, and the publisher hereby disclaims any responsibility for them.
Any people depicted in stock imagery provided by Getty Images are models, and such images are being used for illustrative purposes only.
Certain stock imagery © Getty Images.
ISBN: 978-1-6632-1577-2 (sc)
ISBN: 978-1-6632-1579-6 (hc)
ISBN: 978-1-6632-1578-9 (e)
Library of Congress Control Number: 2020925767
iUniverse rev. date: 12/23/2020
To Margaret
CONTENTS
Introduction
Preface
1
A BRIEF LOOK AT HOSPITALITY
Well, What is Hospitality?
What does a hospitality person do?
Hospitality at Home
Hospitality in Business
With Employees and Superiors
Hospitality Precedes Service
Hospitality is Structural (that is, it is Teamwork)
Teamwork Problem Solving
Team Processes
Quick Summary
Key Terms
Selected Reading
2
A BRIEF LOOK AT SERVICE
Service and Employment
Service Characteristics
Service and Organizations
Business Service
Differences between Products and Services
Classification of Services
People Processing Services
Possession Processing Services
Information Processing Services
Characteristics of Services
Quick Summary
Key Terms
Selected Reading
3
SERVICE SYSTEMS
Service Facilities
The Service Factory
The Service Shop
The Service Portal
Mobile Service Facilities
Client Facilities
Service Implementation
Business Service Systems
Globalization
Information and Communications Technology
Collaborative Services
Outsourcing
Offshoring
Outsourcing and Offshoring
Transformational Outsourcing
Mass Production
Sharing
Composite Services
Service Process Organization
An Organization Example – Retailing and Services
Service, Service Providers, and Service Process
Transitional Service Organization Model
Quick Summary
Key Terms
Selected Reading
4
INFORMATION SERVICE
Information Service Concepts
A Personal Dimension
Data versus Information
Ordinary Mail
Is Software a Service?
Enterprise Information Services
Business Information
Transaction Services
Information Processing
Client and Provider Input to an Information Service
Interaction Services
Service Bus
Collaboration
Information Service Applications
Pull versus Push
Enterprise Service Constituents
Information Service Model
Scope of Electronic Information Services
Electronic Commerce
Electronic Business
Electronic Marketplace
Electronic Government
Personal Information Services
Chat Rooms
Instant Messaging
Front and Back Stages
Internet Telephone
Web Auctions
User Generated Media
Social Networking
Newsgroups
Quick Summary
Key Terms
Selected Reading
5
THE MANAGEMENT OF SERVICE
Service Management Concepts
Information Technology
Domain of Service Management
Service as a Business
Service Componentization
IT Services Sourcing
IT Services Management
Elements in the Service Lifecycle
Service Strategy
Service Design
Service Transition
Service Operation
Continuous Improvement
Constraint Management
Bottlenecks
Virtual Workforce
Value Nets
The Pull Model for Service Agility
Service Quality
Client’s View of Service Quality
Process View of Service Quality
Enterprise View of Quality
Utility Computing
Quick Summary
Key Terms
Selected Reading
6
THE BUSINESS OF SERVICE
Service Business Concepts
Business Model
Strategy and Mission
Service Ecosystem
Strategic Assets
Service Context
Service Perspective
Service Systems Thinking
Service Factors
Provider-Side View of Service Provisioning
Client-Side View of Service Provisioning
Business Value Creation
Availability, Capacity, Continuity, Security, and Risk
Service Assets
Service Portfolio
Service-Level Management
Availability Management
Capacity Management
Service-Desk Management
Incident Management
Problem Management
Change Management
Directory-Services Management
Governance
Quick Summary
Selected Reading
INTRODUCTION
Providing service is an important subject that most people should know about, because most of us provide services and use services in our daily lives. This book mainly covers what a service is and what it should be. Many persons are service providers, but refer to themselves with a professional a title, such as a doctor, dentist, or accountant. Of course, they are in fact service providers. Auto repair people are service providers. When we work for a company, we are providing service to it, while the company is providing an employment service to its employees. So, where does it start and where does it end?
The service that provides the assistance to people that is actually as service, per se, is hospitality, one of the most outwardly focused activities in the world today. A hotel is a hospitality business that actually calls itself a hospitality business.
Another consideration is what is achieved by the methods that enhance the process of providing hospitality by considering only how people work with guests and other forms of customers.
Here is how the book is organized. It starts with a chapter on hospitality, followed by several on service.
So let’s get started. The emphasis of the book is service, a new subject created as service science by IBM and accepted by more than 50 universities. Here is a short story to get the ball rolling
Recognizing that more than 80% of the country’s GNP results from services and also that more than 80% of the workforce is employed in services, Sam Palmisano, CEO of IBM, initiated a corporate-wide program in Service Science that has transformed IBM and many other organizations. The cornerstone of the program is the fact that even though most of us are engaged in services, we really know very little about the subject. At the time, there was no academic subject called service science,
no principles of service science, no theorems, and most importantly, there was no set of best practices. Palmisano has changed all of that. An important aspect of the IBM initiative is that it has enabled academic participation in the development of the subject matter through the establishment of a field called Service Science in a similar manner to the way IBM assisted in the development of academic programs in Computer Science, three or four decades ago. Responding to this situation, the IBM Corporation initiated a project in the years 2004-2007 to develop a science of services. The project has resulted in a tidal wave of activity within the business and university communities to study the subject and develop academic programs. With Service Science, we are interested in the underlying principles that define the subject matter and demonstrate its relationship to other disciplines.
PREFACE
In ordinary everyday language, a service is an activity that one entity provides for another entity, such as auto repair or dental work. The entity performing the service is called the service provider and the entity receiving the service is called the service consumer, even though different names usually apply. Services are important to people in business, government, education, health care and management, religion, military, scientific research, engineering, and other endeavors that are too numerous to mention. The subject is important to providers and consumers of services, alike. In fact, most service providers – be they individuals, businesses, governments, and so forth – are also consumers of services during the course of everyday life. A sage has said that in reality, everything is a service, because a consumer – when receiving an activity of some sort - is actually providing a service to the provider. Think about it. Even a person with an MD degree is actually not a service provider unless he or she has patients. This is a subject for another chapter or even another book.
Today, most of us are employed in performing a service of some kind. Typical examples are doctors, dentists, lawyers, teachers, entertainers, news people, dry cleaners, and maintenance workers. Actually, this should not be a surprise, since much of what we do in everyday life involves using a service. A service activity is characterized by the fact that the result is usually intangible, meaning, in this instance, that an artifact of some sort is not produced as a result of the service experience, as in the manufacture of a product. Most people never think about the many aspects of a service engagement. Therefore, basic concepts and some service definitions are definitely in order.
A service is a client/provider interaction that creates and captures value for both participants, and a service system is a system of people and technology that adapts to the changing value of knowledge in the system. The study of service is actually the study of service systems.
To be more specific, a service system is a socially constructed collection of service events in which participants exchange beneficial actions through a knowledge-based strategy that captures value from a provider-client relationship. The inherent service strategy is a dynamic process that orchestrates or coordinates components, employees, partners, and clients in the co-production of value. Based on a theoretical framework for creating economies of coordination, research on service incorporates a microanalysis of various and diverse service events, so as to develop a view of the services landscape.
The study of service is an