Service Management in Hospitality Education: Review and Reflection

Abstract

Service as a proportion of economic activity continues to grow, with 80% of economic output and employment in many countries categorized in the service sector. Similarly - driven by increased leisure time, globalization, reduced travel costs and an ageing population - the service-intensive tourism and hospitality industry has seen corresponding growing demand. Despite the continued growth and importance of service, and in particular its critical role in the hospitality industry, education specific to service management lags behind. The purpose of this paper is to review the current status of service management in the context of Hospitality education at university level. This paper presents a general review incorporating a review of the service management literature in order to provide a justification for a more coordinated development of service management education. An exploratory case study is provided, reporting on student perceptions following the completion of a final year service management university course. The paper concludes with a series of reflections and offers seven specific issues which would benefit from greater coordination and discourse.