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Managing the Service Function is written especially for managers and supervisors who have an important function to perform on the job daily - that of managing and supervising the service function at the workplace. The book is also written for tertiary, business and hospitality students.

This 154-page book consists of nine chapters:

• Chapter 1: The characteristics of service
• Chapter 2: The three components of strategic success
• Chapter 3: Understanding service
• Chapter 4: Strategies for creating a service culture in an organization
• Chapter 5: How to keep the vision alive
• Chapter 6: The purpose of service standards
• Chapter 7: How to create value
• Chapter 8: Managing the service encounter
• Chapter 9: The use of feedback, recognition and rewards
• Numerous exercises are to be found throughout the book.