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001			239308
003			ES-VaUE
005			20240306114316.0
007			cr nn 008mamaa
008			210120s2021 sz | o |||| 0|eng d
020			_a9783030576943
024	7		_a10.1007/978-3-030-57694-3 _2doi
040			_aES-VaU _bspa _cES-VaU _dES-VaU
050		4	_aG154.9-155.8 _b2021 EB
245	0	0	_aService Excellence in Tourism and Hospitality : _bInsights from Asia _cedited by K Thirumaran, Dirk Klimkeit, Chun Meng Tang
250			_a1st ed. 2021.
264		1	_aCham _c2021 _bSpringer International Publishing
300			_a1 recurso en línea
336			_atexto _btxt _2rdacontent
337			_aelectrónico _bc _2rdamedia
338			_arecurso electrónico _bcr _2rdacarrier
490	0		_aTourism, Hospitality & Event Management _x2510-5000
505	0		_aIntroduction: 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 -- Τwo 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.
520			_aService 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.
856	4	0	_uhttps://go.openathens.net/redirector/universidadeuropea.es?url=https://doi.org/10.1007/978-3-030-57694-3 _zAcceso a este recurso digital (usuarios Universidad Europea de Valencia)
942			_2lcc _cLE
988			_aSpringer_Business_2021
999			_c239308 _d239308