Service Excellence in Tourism and Hospitality

Introduction: Service Excellence in Asian Tourism and Hospitality. - Part I: Designing the Service. - Service Design of Franchise and Independent Japanese Restaurants in Ho Chi Minh City, Vietnam. - Creating Excellent Guest Experiences: Servicescape and Processes. - Managing Customer Expectations: A Study of Two Four-Star Hotels in Malaysia and Singapore. - Part II: Managing Customer-Oriented Operations. - Measuring Customer Delight in Tourism and Hospitality Operations: Findings from Singapore and Malaysia. - Providing Personalized Service Excellence: Findings from Tourism and Hospitality Businesses in Asia. - Generation Z s Perspective on Tourists Knowledge Sharing and Service Excellence in Tourism. - Part III: Leveraging Digital Technology. - wo to Tango: Entrepreneurs and Robots Users in Hospitality Service Innovation. - Achieving Positive Hospitality Experiences Through Technology: Findings from Singapore and Malaysia. - E-Service Quality: Evaluation of Tourism Websites. - Part IV: Managing Resources. - Hospitality and Tourism Management: Adopting Lean Six Sigma, Achieving Service Excellence. - Shifting Paradigms in Human Resource Management while Striving for Service Excellence in the Tourism Industry. - Towards Service Excellence: The Zone of Tolerance for Hospitality and Tourism Education in Malaysia. - Conclusion: The Future of Service Excellence in Asia.