Creating excellent guest experiences: servicescape and processes

Bagchi, Shubhojit, He, Jiachen, Yan, Christopher Fun Chen, Zhang, Min, and Bhati, Abhishek (2021) Creating excellent guest experiences: servicescape and processes. In: Thirumaran, K., Klimkeit, Dirk, and Tang, Chun Meng, (eds.) Service Excellence in Tourism and Hospitality: insights from Asia. Tourism, Hospitality & Event Management . Springer Nature, Cham, Switzerland, pp. 27-39.

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The purpose of this study is to analyze and highlight the key areas of operations, i.e. servicescape, process management, and guest-flow management, of one hotel and two resorts in Malaysia. The study is limited to three examples of leisure establishments—referred to as Country Resort X, City Hotel Y, and Theme-Based Resort Z—in order to understand the differences between these different establishments. By providing an in-depth analysis of the business models of one hotel and two resorts in Malaysia, this study adds value to the current knowledge, practices, and concepts. This study identifies the existing issues in the hotel and resorts, and suggests feasible solutions to these problems.

Item ID: 66040
Item Type: Book Chapter (Research - B1)
ISBN: 978-3-030-57694-3
Keywords: guest experiences, servicescape; operations; business model
Date Deposited: 16 Mar 2021 00:56
FoR Codes: 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3508 Tourism > 350803 Tourism management @ 100%
SEO Codes: 11 COMMERCIAL SERVICES AND TOURISM > 1104 Tourism services > 110403 Tourism infrastructure development @ 100%
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