Tang, Chun Meng, Klimkeit, Dirk, and Thirumaran, K. (2021) Conclusion: The future of service excellence in Asia. 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. 217-220.

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Abstract

Whilst the Asian region is experiencing a growth in tourist arrivals, it becomes increasingly important for businesses in its tourism and hospitality industry to find ways to sustain the growth momentum into the future. This edited book posits that going beyond just customer satisfaction to achieve customer delight may be the solution. For long-term competitiveness, with a better understanding of customer needs, businesses can develop their operational capabilities and competencies in meeting these needs, not only to satisfy, but also to delight their customers. Some key takeaways from the broad array of practices and challenges discussed in the 12 chapters in this book include the influence of cultures on how and what businesses in the Asian tourism and hospitality industry do in their quest for service excellence, as well as how adding a personal touch can make a key difference on the whole customer experience.

Item ID:	70130
Item Type:	Book Chapter (Scholarly Work)
ISBN:	978-3-030-57693-6
Related URLs:	https://researchonline.jcu.edu.au/67659/
Copyright Information:	© Springer Nature
Date Deposited:	08 Dec 2021 00:34
FoR Codes:	35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3508 Tourism > 350801 Impacts of tourism @ 30% 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3508 Tourism > 350804 Tourism marketing @ 20% 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3508 Tourism > 350806 Tourist behaviour and visitor experience @ 50%
SEO Codes:	11 COMMERCIAL SERVICES AND TOURISM > 1104 Tourism services > 110499 Tourism services not elsewhere classified @ 30% 11 COMMERCIAL SERVICES AND TOURISM > 1199 Other commercial services and tourism > 119901 Hospitality services @ 70%
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