Service Excellence in Tourism and Hospitality: Insights from Asia (Tourism, Hospitality & Event Management)

Service Excellence in Tourism and Hospitality
	Foreword
	Acknowledgments
	Contents
	About the Authors
	Cover
	Introduction: Service Excellence in Asian Tourism and Hospitality
		References
	Part I: Designing the Service
	Service Design of Franchise and Independent Japanese Restaurants in Ho Chi Minh City, Vietnam
		1 Introduction
		2 Literature Review
			2.1 Service Design
			2.2 Franchised and Independent Restaurants
		3 Research Methodology
		4 Findings
			4.1 Managers´ Self-Assessment of Restaurants´ Advantages and Disadvantages
			4.2 Application of Service Design in Japanese Restaurants in Ho Chi Minh City
				4.2.1 Physical Environment
				4.2.2 Service Process
				4.2.3 Product Features
		5 Discussion
		6 Conclusion and Recommendations
		References
	Creating Excellent Guest Experiences: Servicescape and Processes
		1 Introduction
		2 Literature Review
			2.1 Servicescape
			2.2 Process Management
			2.3 Guest-Flow Management
		3 Research Methods
		4 Findings from the Field
			4.1 Servicescape
				4.1.1 Country Resort X
				4.1.2 City Hotel Y
				4.1.3 Theme-Based Resort Z
			4.2 Process Management
				4.2.1 Country Resort X
				4.2.2 City Hotel Y
				4.2.3 Theme Based Resort Z
			4.3 Guest-Flow Management
		5 Conclusion and Discussion
		References
	Managing Customer Expectations: A Study of Two Four-Star Hotels in Malaysia and Singapore
		1 Introduction
		2 Literature Review
			2.1 Guest Expectations of Hotels
			2.2 Technology in the Hospitality Industry
			2.3 Importance of Cultural Sensitivity in Adding a ``Personal Touch´´ to Services Offered
			2.4 Exceeding Guest Expectations
		3 Research Methods
		4 Study Findings
			4.1 Guests´ Expectations for the Two Four-Star Hotels from the Management Perspective
			4.2 Online Customer Reviews
			4.3 Hotel Practices that Exceed Guest Expectations
				4.3.1  Understand Customers´ Needs and Expectations
				4.3.2 Enterprise Specifications Can Be Adjusted as per Customers´ Needs
				4.3.3 Sincere Interactions to Build Emotional Connections
				4.3.4 Customizing Services
		5 Conclusion and Discussion
		References
	Part II: Managing Customer-Oriented Operations
	Measuring Customer Delight in Tourism and Hospitality Operations: Findings from Singapore and Malaysia
		1 Introduction
		2 Overview of the Customer Delight Measurement Process
		3 Measurement Alignment toward Service Excellence Drivers
		4 Design of the Measurement
		5 Realization of the Measurement
		6 Evaluation and Implementation of Measurement Findings
		7 Examples from the Tourism Industry in Singapore and Malaysia
		8 Conclusion
		References
	Providing Personalized Service Excellence: Findings from Tourism and Hospitality Businesses in Asia
		1 Introduction
		2 Literature Review
			2.1 The Experience Economy and Personalization
				2.1.1 Degrees of Personalizing Services and Products
			2.2 Challenges of Personalizing Different Types of Services
				2.2.1 B2C Businesses
				2.2.2 B2C Personalization: Practices
				2.2.3 B2B Businesses
				2.2.4 B2B Personalization: Practices
			2.3 The Four Key Elements of a Personal Relationship
		3 Insights from Malaysia and Singapore
			3.1 Research approach
			3.2 Hotel B
			3.3 Hotel C
			3.4 Attraction D
			3.5 Hotel A
			3.6 Classification of the Examples with the Deloitte Model
		4 Conclusion and Outlook
		References
	Generation Z´s Perspective on Tourists´ Knowledge Sharing and Service Excellence in Tourism
		1 Introduction
		2 Literature Review
			2.1 The Shift from Service Quality to Service Excellence
			2.2 Generation Z in Tourism
			2.3 Knowledge Sharing in Tourism
			2.4 Proposed Conceptual Framework
		3 Methodology
			3.1 Sample
			3.2 Measures
		4 Results
			4.1 Measurement Model Evaluation
			4.2 Structural Model Evaluation
		5 Discussion and Conclusion
			5.1 Implications
			5.2 Limitations and Recommendations for Future Research
		Appendix 1 Measurement Items for the Study
		References
	Part III: Leveraging Digital Technology
	wo to Tango: Entrepreneurs and Robots´ Users in Hospitality Service Innovation
		1 Introduction: Definitions and Background of the Study
		2 Entrepreneurs and Startups: Weighing Hotel Robots´ Costs and Benefits within a Consumer-Centered Approach in Real Time
		3 Social Science Research Tools and Implementation by Startups
		4 Methodological Issues of the Research
		5 Findings from the Papers´ Analysis: Methodological Tools Employed
			5.1 Data Aggregation from Users: Data Mining
			5.2 Surveys and Crowdsourcing
			5.3 Interviews and Focus Groups
			5.4 Thematic and Content Analysis
			5.5 Document and Archival Analysis
			5.6 Participant Observation
			5.7 Emergent Theme Categories that Were Not Predefined in the Thematic Analysis
		6 Discussion and Conclusions: Where Are we Heading?
		References
	Achieving Positive Hospitality Experiences through Technology: Findings from Singapore and Malaysia
		1 Introduction
		2 Customer Experience and Digitalization
			2.1 Customer Experience
			2.2 Customer Experience under the Impact of Digitalization
		3 Technologies Contributing to a Positive Customer Experience in the Tourism and Hospitality Industry
			3.1 Internet of Things
			3.2 Big Data as a Game-Changer for Online Booking Processes
			3.3 Virtual Reality Tools for Online Websites
			3.4 Chatbots as Virtual Assistants
		4 Insights from Malaysia and Singapore, Focusing on the Tourism Industry
			4.1 Collection of Examples of Using Technology to Provide a Positive Online Customer Experience
			4.2 A Comparison of Online Travel Platforms
		5 Conclusion
		References
	E-Service Quality: Evaluation of Tourism Websites
		1 Introduction
		2 E-Service Quality and Website Design
		3 Website Evaluation
			3.1 Categories of Website Evaluation Studies
				3.1.1 Evaluation by Phase
				3.1.2 Evaluation by Characteristics
				3.1.3 Evaluation by Characteristics and Effectiveness
				3.1.4 Counting Methods
				3.1.5 User Judgment Method
				3.1.6 Automated Methods
				3.1.7 Numerical Methods
				3.1.8 Combined Methods
		4 Website Evaluation in the Tourism Industry
		5 Conclusion
		References
	Part IV: Managing Resources
	Hospitality and Tourism Management: Adopting Lean Six Sigma, Achieving Service Excellence
		1 Introduction
		2 Literature Review
		3 Field Study Findings and Discussions
			3.1 Attraction 1
			3.2 Attraction 2
		4 Conclusion
		References
	Shifting Paradigms in Human Resource Management while Striving for Service Excellence in the Tourism Industry
		1 Introduction
		2 Literature Review
			2.1 Technological Adaptation
			2.2 Customer-Centric Approach
			2.3 Role of Employees in the Customer-Centric Approach
			2.4 Adaptability to Internal Change: Needs of the Hour /Role of Organizational Culture
		3 The Operational Integration and Cultural Integration (OICI) Model
			3.1 Operational Integration
			3.2 Cultural Integration
			3.3 Increase in Employee Engagement and Retention of Talented Employees
			3.4 Employee Satisfaction and Higher Productivity
			3.5 Service Excellence and Customer Engagement
			3.6 Customer Satisfaction and Loyalty
		4 Efficiency of the OICI Model
		5 Conclusion
		References
	Towards Service Excellence: The Zone of Tolerance for Hospitality and Tourism Education in Malaysia
		1 Introduction
		2 Conceptual Background of the Study
			2.1 Educational Services
			2.2 Assessment of Quality in Educational Services
			2.3 The Conceptual Framework: Zone of Tolerance for Hospitality and Tourism Education
		3 Research Methodology
		4 Findings
			4.1 Demographics
			4.2 Zone of Tolerance for Non-Academic Services
			4.3 Zone of Tolerance for Academic Services
			4.4 Gap Analysis (Perceptions-Expectations) for Non-Academic Services
			4.5 Gap Analysis (Perceptions-Expectations) for Academic Services
		5 Discussion
			5.1 Management Implications
			5.2 Limitations and Avenues for Future Research
		6 Conclusion
		References
	Conclusion: The Future of Service Excellence in Asia
		References