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MNG00441 Hospitality Services Management For Blue Palm Result

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On completion of this topic, you should be able to:

What are services?
Let’s start our discussion with an activity.
From your own experience and knowledge, jot down a definition of the term ‘service’ that you think captures its essential elements.

1. provide a definition of service that captures its essential elements

2. explain the economic importance of the services sector in Australia

3.discuss the major factors which have influenced the growth and future direction of the services sector

4. discuss the major factors which have influenced the growth and future direction of tourism and hospitality services

5. discuss various features of service packages in tourism and hospitality

6. apply concepts from this topic to a hospitality service organisation you have ‘created 


This paper explores the significant facets of the service process which is productivity and quality, based on Blue Palm Resort. Productivity and service quality determines how the inputs are changed effectively through the process of production to outputs. The two facets also determine the value of the service processes and the results to enhance the efficiency (Lovelock, Patterson and Walker, 1998 pp.10). The Blue Palm Result has a task to embrace the productivity and service quality model to recognize the niche existing between the initial services and the client’s expectations based on different levels of the delivery of services. Lovelock, Patterson & Walker, 1998, argues that the manager of Blue Palm Resort should focus on the two facets to enhance customer satisfaction.

Blue Palm Resort needs to balance productivity and service quality to increase productivity and profitability. The organization will achieve balance through various ways such as empowering the employees by permitting and encouraging them to work towards the organization’s goals (Banerjee, 2015 pp.3592). Additionally, the organization should ensure the agents acquire the needed information. The organization should be allowed to access the departments to identify problems and provide solutions within the Blue Palm Resort. The organization will achieve balance by providing a self-service support center (Agya Yalley and Singh Sekhon, 2014 pp.1015). The self-service support center ensures the agents are free to respond to questions asked which are added into the system (Khan and Khan, 2009 pp.510). This step ensures that time is well managed by eliminating calls and unnecessary emails for consultation.

In conclusion, productivity and the service quality matters towards productivity of every organization. Therefore, Blue Palm Resort should adopt techniques which lead to the balance of the two facets to increase productivity. Through the techniques, the organization will become the customer advocate hence productivity and support are attained. In other words, the organization will achieve a competitive advantage that will lead it to achieve positive outcomes.   


Lovelock, C.H., Patterson, P.G. and Walker, R.H., 1998. Services Marketing: Australia-New Zealand.

Banerjee, A., 2015. Integrating human motivation in service productivity. Procedia Manufacturing, 3, pp.3591-3598.

Agya Yalley, A. and Singh Sekhon, H., 2014. Service production process: implications for service productivity. International Journal of Productivity and Performance Management, 63(8), pp.1012-1030.

Khan, M. and Khan, M.A., 2009. How technological innovations extend services outreach to customers: The changing shape of hospitality services taxonomy. International Journal of Contemporary Hospitality Management, 21(5), pp.509-522.

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