Résumé
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.
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.
