Service Excellence in Tourism and Hospitality: insights from Asia

Thirumaran, K., Klimkeit, Dirk, and Tang, Chun Meng (2021) Service Excellence in Tourism and Hospitality: insights from Asia. Tourism, Hospitality & Event Management . Springer Nature, Cham, Switzerland.

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Abstract

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.

Item ID: 67659
Item Type: Book (Edited)
ISBN: 978-3-030-57694-3
Keywords: Tourism and Hospitality; Service Design; Customer Expectations; E Servce;
Copyright Information: (C) Springer Nature
Date Deposited: 07 Jul 2021 22:48
FoR Codes: 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3599 Other commerce, management, tourism and services > 359999 Other commerce, management, tourism and services not elsewhere classified @ 80%
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3505 Human resources and industrial relations > 350599 Human resources and industrial relations not elsewhere classified @ 20%
SEO Codes: 11 COMMERCIAL SERVICES AND TOURISM > 1104 Tourism services > 110499 Tourism services not elsewhere classified @ 100%
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