Service Excellence in Tourism and Hospitality
Insights from Asia
Buch in deiner Nähe kaufen
Beschreibung
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.
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.
Presents new case studies from empirical research in Asia Covers important management aspects of delivering service excellence in tourism and hospitality Presents practice-tested models of service excellence in tourism and hospitality
Autor*in
K. Thirumaran
Themen in »Service Excellence in Tourism and Hospitality«
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