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K. Thirumaran & Dirk Klimkeit 
Service Excellence in Tourism and Hospitality [PDF ebook] 
Insights from Asia

Ủng hộ

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.

€149.79
phương thức thanh toán

Mục lục

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.

Giới thiệu về tác giả

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.

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Ngôn ngữ Anh ● định dạng PDF ● Trang 220 ● ISBN 9783030576943 ● Kích thước tập tin 4.9 MB ● Tuổi tác 02-99 năm ● Biên tập viên K. Thirumaran & Dirk Klimkeit ● Nhà xuất bản Springer International Publishing ● Thành phố Cham ● Quốc gia CH ● Được phát hành 2021 ● Có thể tải xuống 24 tháng ● Tiền tệ EUR ● TÔI 7739375 ● Sao chép bảo vệ DRM xã hội

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