Service Excellence in Tourism and Hospitality

1. Front Matter

   Pages i-xv

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2. Introduction: Service Excellence in Asian Tourism and Hospitality

   • Dirk Klimkeit, Chun Meng Tang, K. Thirumaran

   Pages 1-7

3. Designing the Service

   1. Front Matter

      Pages 9-9

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   2. Service Design of Franchise and Independent Japanese Restaurants in Ho Chi Minh City, Vietnam

      • Thuc Thi Mai Doan Do

      Pages 11-25

   3. Creating Excellent Guest Experiences: Servicescape and Processes

      • Shubhojit Bagchi, Jiachen He, Christopher Yan Fun Chen, Min Zhang, Abhishek Bhati

      Pages 27-39

   4. Managing Customer Expectations: A Study of Two Four-Star Hotels in Malaysia and Singapore

      • Sriram Suryanarayanan, Shwetha Rani Srinivasan, Wenxin Lin, Linxin Wang, Jagdeep Kaur Sabharwal

      Pages 41-53

4. Managing Customer-Oriented Operations

   1. Front Matter

      Pages 55-55

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   2. Measuring Customer Delight in Tourism and Hospitality Operations: Findings from Singapore and Malaysia

      • Gabriela Maier Tolic, Dirk Klimkeit, Alexander Dingeldey

      Pages 57-71

   3. Providing Personalized Service Excellence: Findings from Tourism and Hospitality Businesses in Asia

      • Celina Greiner, Sandra Goh

      Pages 73-87

   4. Generation Z’s Perspective on Tourists’ Knowledge Sharing and Service Excellence in Tourism

      • Mcxin Tee, Lee Yen Chaw

      Pages 89-107

5. Leveraging Digital Technology

   1. Front Matter

      Pages 109-109

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   2. Τwo to Tango: Entrepreneurs and Robots’ Users in Hospitality Service Innovation

      • Androniki Kavoura

      Pages 111-131

   3. Achieving Positive Hospitality Experiences through Technology: Findings from Singapore and Malaysia

      • Melina Weitzer, Valentin Weislämle

      Pages 133-147

   4. E-Service Quality: Evaluation of Tourism Websites

      • Zahra Pourabedin

      Pages 149-164

6. Managing Resources

   1. Front Matter

      Pages 165-165

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   2. Hospitality and Tourism Management: Adopting Lean Six Sigma, Achieving Service Excellence

      • Sérafin Fiala, K. Thirumaran

      Pages 167-176

   3. Shifting Paradigms in Human Resource Management while Striving for Service Excellence in the Tourism Industry

      • Ruchi Sharma, Zilmiyah Kamble

      Pages 177-190

   4. Towards Service Excellence: The Zone of Tolerance for Hospitality and Tourism Education in Malaysia

      • Kashif Hussain, Rupam Konar, Pradeep Kumar Nair, Neethiahnanthan Ari Ragavan

      Pages 191-216

   5. Conclusion: The Future of Service Excellence in Asia

      • Chun Meng Tang, Dirk Klimkeit, K. Thirumaran

      Pages 217-220

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.

• Tourism quality
• Tourism standards
• Service excellence in tourism
• Customer satisfaction in tourism
• Measuring excellence in tourism
• Hotel managementr
• Service delivery in tourism
• Staff training in tourism
• Tourism operations management
• Visitor attractions
• Tourism service design
• Tourism value systems

• JCU Singapore Business School, James Cook University Singapore, Singapore, Singapore

  K. Thirumaran, Chun Meng Tang

• Center of Service Management Studies, Baden-Wuerttemberg Cooperative State University (DHBW) Stuttgart, Stuttgart, Germany

  Dirk Klimkeit

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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