ABSTRACT
The management of service production and service delivery processes is generally the responsibility of operations management. However, marketing managers do need to understand the principles of service operations management. Customer satisfaction is dependent on the hospitality operation delivering the pre-encounter marketing promise. Marketing’s major contribution to business performance is its influence on customer demand; that is made significantly easier when service operations processes consistently deliver the experience and quality that customers expect. However, when service processes fail to match the promise, marketing the hospitality property and/or brand becomes much more difficult.
