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Service Excellence in Tourism and Hospitality: Insights from Asia
 
A termék adatai:
ISBN13:9783030576936
ISBN10:30305769311
Kötéstípus:Keménykötés
Terjedelem:220 oldal
Méret:235x155 mm
Súly:524 g
Nyelv:angol
Illusztrációk: 15 Illustrations, black & white
273
Témakör:

Service Excellence in Tourism and Hospitality

Insights from Asia
 
Kiadás sorszáma: 1st ed. 2021
Kiadó: Springer
Megjelenés dátuma:
Kötetek száma: 1 pieces, Book
 
Normál ár:
Kiadói listaár:
EUR 149.79
Becsült forint ár:
61 810 Ft (58 867 Ft + 5% áfa)
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Az Ön ára:
49 448 (47 094 Ft + 5% áfa )
Kedvezmény(ek): 20% (kb. 12 362 Ft)
A kedvezmény érvényes eddig: 2024. június 30.
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Rövid leírás:

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.

Hosszú leírás:
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.
Tartalomjegyzék:

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.- ?wo 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.