Abstract
Services industry is a typical industry. Its way of operation is different from any traditional manufacturing sector. Many managers try to manage a service industry like a product company and fail. For the successful running of a service company like the Grand Hotel Townsville, it is important to understand the concepts of service operations management. The main three founding concepts of services management are service package, characteristics of services and nature of services. Service package defines the resources and its capabilities. Characteristics of the services define the input and service interaction. Nature of service defines the differentiation and segmentation of the service within ...
