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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Generation Z’s Perspective on Tourists’ Knowledge Sharing and Service Excellence in Tourismon tourists’ knowledge sharing to four service excellence dimensions. A quantitative research approach was implemented. Primary data were collected from 119 respondents from the sociological segment of Generation Z. Partial Least Squares (PLS) Structural Equation Modelling (SEM) was used as the stat

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Achieving Positive Hospitality Experiences through Technology: Findings from Singapore and Malaysiato build and ensure long-term customer loyalty. In today’s world, technology plays a key role in providing customers with an excellent customer experience. This study has the objective of analyzing how a positive customer experience can be achieved, and which technologies are necessary to ensure thi

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Shifting Paradigms in Human Resource Management while Striving for Service Excellence in the Tourismscarding the traditional focus on profits. Tourism organizations need to fulfill the demands and expectations of customers by training staff to maintain service excellence. A strategic approach must ensure employees are engaged, recognized, innovative, trustworthy, and loyal, exhibiting innovation a

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Towards Service Excellence: The Zone of Tolerance for Hospitality and Tourism Education in Malaysia service levels, minimum service levels, and students’ perceptions of actual service. By utilizing an inclusive service quality approach, a conceptual framework for measuring zone of tolerance in higher education services is presented, to examine the delivery of both non-academic and academic servic

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Book 2021 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 s