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Service Excellence in Tourism and Hospitality

Insights from Asia

  • Book
  • © 2021

Overview

Editors:
  1. K. Thirumaran

    1. JCU Singapore Business School, James Cook University Singapore, Singapore, Singapore

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  2. Dirk Klimkeit

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

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  3. Chun Meng Tang

    1. JCU Singapore Business School, James Cook University Singapore, Singapore, Singapore

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  • 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

Part of the book series: Tourism, Hospitality & Event Management (THEM)

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Table of contents (14 chapters)

  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

  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
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Keywords

About this book

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.

Editors and Affiliations

  • 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

About the editors

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.


Bibliographic Information

  • Book Title: Service Excellence in Tourism and Hospitality

  • Book Subtitle: Insights from Asia

  • Editors: K. Thirumaran, Dirk Klimkeit, Chun Meng Tang

  • Series Title: Tourism, Hospitality & Event Management

  • DOI: https://doi.org/10.1007/978-3-030-57694-3

  • Publisher: Springer Cham

  • eBook Packages: Business and Management, Business and Management (R0)

  • Copyright Information: Springer Nature Switzerland AG 2021

  • Hardcover ISBN: 978-3-030-57693-6Published: 21 January 2021

  • Softcover ISBN: 978-3-030-57696-7Published: 21 January 2022

  • eBook ISBN: 978-3-030-57694-3Published: 20 January 2021

  • Series ISSN: 2510-4993

  • Series E-ISSN: 2510-5000

  • Edition Number: 1

  • Number of Pages: XV, 220

  • Number of Illustrations: 15 b/w illustrations

  • Topics: Tourism Management, Services

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