Titlebook: Service Excellence in Tourism and Hospitality; Insights from Asia K. Thirumaran,Dirk Klimkeit,Chun Meng Tang Book 2021 Springer Nature Swit

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Managing Customer Expectations: A Study of Two Four-Star Hotels in Malaysia and Singaporelyze the data, collected from field observations at two hotels: a Singapore hotel and another in Malaysia. Reviews were also collected from hotel booking websites, in order to understand how the hotels satisfy guest expectations.

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Achieving Positive Hospitality Experiences through Technology: Findings from Singapore and Malaysiaards that contribute to positive online customer experiences. As a conclusion, different perspectives are compared, and positive and negative aspects of the use of modern technologies in the tourism industry are specified and discussed.

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Conclusion: The Future of Service Excellence in Asiaad array of practices and challenges discussed in the 12 chapters in this book include the influence of cultures on how and what businesses in the Asian tourism and hospitality industry do in their quest for service excellence, as well as how adding a personal touch can make a key difference on the whole customer experience.

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Introduction: Service Excellence in Asian Tourism and Hospitality,ndustry need to achieve service excellence by delighting their guests with a set of drivers of excellence. Despite the relevance of the topic to the Asian tourism industry, the extant literature is scarce and fragmented. The 12 chapters in this book derive from a call for papers as well as from a st

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Service Design of Franchise and Independent Japanese Restaurants in Ho Chi Minh City, Vietnamnd demanding customers, by designing the required service components to create the customer’s overall experiential journey effectively. Therefore, the service design process in Japanese restaurants, which aims to improve tangibility attributes and service delivery to delight customers by exceeding t

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Creating Excellent Guest Experiences: Servicescape and Processeservicescape and resource flows. Through proper operations design and planning, hotels can not only provide more enjoyable experience to customers, but also enjoy improved revenue flows as a result of making their brand more desirable. This study provides an analysis of one hotel and two resorts in M

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Managing Customer Expectations: A Study of Two Four-Star Hotels in Malaysia and Singaporendly technology are required to meet customers’ expectations. While technology can have a major impact on customer satisfaction, the various cultural backgrounds of guests also have a significant influence. In the paper, the hotel guests’ cultural backgrounds were studied to understand this aspect’s

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