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Service excellence in tourism and ho...

Thirumaran, K.

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Service excellence in tourism and hospitality = insights from Asia /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Service excellence in tourism and hospitality/ edited by K. Thirumaran, Dirk Klimkeit, Chun Meng Tang.
Reminder of title:	insights from Asia /
other author:	Thirumaran, K.
Published:	Cham :Springer International Publishing : : 2021.,
Description:	xv, 220 p. :ill., digital ;24 cm.
[NT 15003449]:	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.
Contained By:	Springer Nature eBook
Subject:	Customer services - Asia. -
Online resource:	https://doi.org/10.1007/978-3-030-57694-3
ISBN:	9783030576943

Service excellence in tourism and hospitality = insights from Asia /
Service excellence in tourism and hospitalityinsights from Asia /[electronic resource] :edited by K. Thirumaran, Dirk Klimkeit, Chun Meng Tang. - Cham :Springer International Publishing :2021. - xv, 220 p. :ill., digital ;24 cm. - Tourism, hospitality & event management,2510-4993. - Tourism, hospitality & event management..

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.

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.

ISBN: 9783030576943

Standard No.: 10.1007/978-3-030-57694-3doiSubjects--Topical Terms:

3489307
Customer services
--Asia.

LC Class. No.: HF5415.5

Dewey Class. No.: 658.812

Service excellence in tourism and hospitality = insights from Asia /
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490 1 $a Tourism, hospitality & event management, $x 2510-4993
505 0 $a 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.
520 $a 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.
650 0 $a Customer services $z Asia. $3 3489307
650 0 $a Tourism $z Asia. $3 710965
650 0 $a Hospitality $z Asia. $3 3489308
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700 1 $a Thirumaran, K. $3 3489304
700 1 $a Klimkeit, Dirk. $3 3489305
700 1 $a Tang, Chun Meng. $3 3489306
710 2 $a SpringerLink (Online service) $3 836513
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