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Service Excellence in Tourism and Hospitality: Insights from Asia de K. Thirumaran

Service Excellence in Tourism and Hospitality: Insights from Asia: Tourism, Hospitality & Event Management

Editat de K. Thirumaran, Dirk Klimkeit, Chun Meng Tang
en Limba Engleză Hardback – 21 ian 2021
Service operations management in the tourism and hospitality industry requires a high level of coordination, communication and facilitation to satisfy visitors. In all of these activities, service excellence means a lot to visitors in terms of their experience, and to the business it means repeat customers and word-of-mouth marketing. Based on fresh empirical evidence from the field, this book captures the different approaches and challenges to service excellence in the Asian tourism and hospitality industry. 
Focusing on hotels, attractions, transport providers and other segments in tourism and hospitality, this book presents new case studies underlining and detailing global and local travel industry practices. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.
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Specificații

ISBN-13: 9783030576936
ISBN-10: 3030576930
Ilustrații: XV, 220 p. 15 illus.
Dimensiuni: 155 x 235 mm
Greutate: 0.51 kg
Ediția:1st ed. 2021
Editura: Springer International Publishing
Colecția Springer
Seria Tourism, Hospitality & Event Management

Locul publicării:Cham, Switzerland

Cuprins

Introduction: Service Excellence in Asian Tourism and Hospitality.- Part I: Designing the Service.- Service Design of Franchise and Independent Japanese Restaurants in Ho Chi Minh City, Vietnam.- Creating Excellent Guest Experiences: Servicescape and Processes.- Managing Customer Expectations: A Study of Two Four-Star Hotels in Malaysia and Singapore.- Part II: Managing Customer-Oriented Operations.- Measuring Customer Delight in Tourism and Hospitality Operations: Findings from Singapore and Malaysia.- Providing Personalized Service Excellence: Findings from Tourism and Hospitality Businesses in Asia.- Generation Z’s Perspective on Tourists’ Knowledge Sharing and Service Excellence in Tourism.- Part III: Leveraging Digital Technology.- Τwo to Tango: Entrepreneurs and Robots’ Users in Hospitality Service Innovation.- Achieving Positive Hospitality Experiences Through Technology: Findings from Singapore and Malaysia.- E-Service Quality: Evaluation of Tourism Websites.- Part IV: Managing Resources.- Hospitality and Tourism Management: Adopting Lean Six Sigma, Achieving Service Excellence.- Shifting Paradigms in Human Resource Management while Striving for Service Excellence in the Tourism Industry.- Towards Service Excellence: The Zone of Tolerance for Hospitality and Tourism Education in Malaysia.- Conclusion: The Future of Service Excellence in Asia.

Notă biografică

K. Thirumaran has been with academia since 2003. He is currently the academic head of JCUS Business School at James Cook University Singapore. His research straddles luxury, heritage, culture and service excellence in hospitality and tourism management.
Dirk Klimkeit is professor of management at Baden-Wuerttemberg Cooperative State University (DHBW), Stuttgart, Germany. His research interests include shared service centers, mergers & acquisitions, professional service firms and international project management.
Chun Meng Tang works as a lecturer at James Cook University Singapore. He has actively conducted research in the area of business information systems. His major research areas include IS evaluation, strategic IS and operations, and supply chain management.

Textul de pe ultima copertă

Service operations management in the tourism and hospitality industry requires a high level of coordination, communication and facilitation to satisfy visitors. In all of these activities, service excellence means a lot to visitors in terms of their experience, and to the business it means repeat customers and word-of-mouth marketing. Based on fresh empirical evidence from the field, this book captures the different approaches and challenges to service excellence in the Asian tourism and hospitality industry. 
Focusing on hotels, attractions, transport providers and other segments in tourism and hospitality, this book presents new case studies underlining and detailing global and local travel industry practices. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.

Caracteristici

Presents new case studies from empirical research in Asia Covers important management aspects of delivering service excellence in tourism and hospitality Presents practice-tested models of service excellence in tourism and hospitality