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Author: K. Thirumaran
Publisher: Springer Nature
ISBN: 3030576949
Category : Business & Economics
Languages : en
Pages : 222
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Book Description
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.
Author: K. Thirumaran
Publisher: Springer Nature
ISBN: 3030576949
Category : Business & Economics
Languages : en
Pages : 222
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Book Description
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.
Author: Sophea Tieng
Publisher: Society Publishing
ISBN: 9781774691182
Category : Business & Economics
Languages : en
Pages :
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Book Description
Service excellence is about delivering to the customer expectation, and then meeting and slightly exceeding that expectation. 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. This book analyses important drivers of service excellence in the tourism and hospitality industry. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.
Author: Simon Hudson
Publisher: Goodfellow Publishers Ltd
ISBN: 1911396471
Category : Business & Economics
Languages : en
Pages : 306
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Book Description
A fully revised and updated new edition of this bestselling text. New material covers issues such as the sharing economy, technology (Virtual Reality and use of robots) and use of big data to personalize experiences and encourage loyalty.
Author: C. M. Chang
Publisher: Business Expert Press
ISBN: 1606495453
Category : Business & Economics
Languages : en
Pages : 146
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Book Description
As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services. The first path requires enhancing the strategic differentiation and operational excellence of their service enterprises; the second requires that these executives and their employees develop the knowledge and skills needed to achieve such success. Specifically, this book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue; on how to justify projects financially; on how to manage the development projects for innovative services; and on how to reach out to customers and offer them superior service support.
Author: Salih Kusluvan
Publisher: Nova Publishers
ISBN: 9781590336304
Category : Business & Economics
Languages : en
Pages : 876
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Book Description
The tourism industry, of which the hospitality industry is the core element, is one of the largest and the fastest growing industries world-wide. According to World Tourism Organisation forecasts, the industry will continue to grow and employ more people in the twenty-first century. In parallel with the growth of the tourism and hospitality industry world-wide, consumer expectations and demands for quality are rising while consumer tastes are varying on the one hand, and competition among the firms, both nationally and internationally, is intensifying on the other. In this business environment of heightened consumer expectations, distinct market segments that demand unique products and services, and stiff competition, tourism and hospitality organisations are looking for ways to excel in service quality, customer satisfaction, competition and performance. This book takes the view that employees are one of the most, if not the most, important resources or assets for tourism and hospitality organisations in their endeavour to provide excellent service, meet and exceed consumer expectations, achieve competitive advantage and exceptional organisational performance. The purpose of this book is to emphasise the critical role of employees for tourism and hospitality organisations and to examine the ways and means of managing their attitudes and behaviours for the mutual benefit of both parties: tourism and hospitality organisations and their employees.
Author: Robert C. Ford
Publisher: Delmar
ISBN: 9781111307738
Category : Hospitality industry
Languages : en
Pages : 516
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Book Description
MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, International Edition teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems.Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small.
Author: Francis P. Noe
Publisher: Routledge
ISBN: 1136975985
Category : Business & Economics
Languages : en
Pages : 204
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Book Description
Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.
Author: Simon Hudson
Publisher:
ISBN: 9781911396468
Category : Hospitality industry
Languages : en
Pages : 352
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Book Description
A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the 'whys' and 'hows'of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.New material covers issues such as:* the impact of the sharing economy and how hotels are getting 'social' to compete;* the latest in technology and its impact on customer service including Virtual Reality and use of robots to enhance the traveller experience;* new demographic and cultural shifts; * New market trends - including how resorts are catering to the demands of the international traveller from emerging markets and the luxury family market;* Using big data to personalize experiences and encourage loyalty.The text has a full suite of pedagogic features to aid learning and understanding, including:* An 'At Your Service' Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service.* Each chapter contains a 'Service Snapshot' - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter.* Detailed international 'Case Studies', which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai.
Author: Conrad Lashley
Publisher: Routledge
ISBN: 1136406832
Category : Business & Economics
Languages : en
Pages : 319
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Book Description
'Empowerment: HR strategies for service excellence' shows managers and students the importance of empowerment as part of human resource strategy. It provides a critical perspective of this established vital management technique, identifying factors that will lead to a win: win situation for all concerned. When successfully incorporated as part of HR strategy, empowerment can: * enable organizations to gain commercial and competitive advantage * become more flexible * improve employee commitment * use the skills of individual employees to best advantage and enhance personal capabilities. 'Empowerment: HR strategies for service excellence' uses case studies from companies such as McDonalds, TGI Fridays and Harvester Restaurants to build a picture of empowerment of service employees in context, illustrating how different forms of empowerment are employed and different working arrangements are practiced.
Author: Robert C. Ford
Publisher: SAGE Publications
ISBN: 1544356846
Category : Business & Economics
Languages : en
Pages : 685
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Book Description
"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students." –Denise A. Braley, Mitchell College Today’s economy is dominated by the rapidly growing service sector. Even businesses primarily selling goods are reinventing their image and positioning themselves as service providers. Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael C. Sturman emphasize the critical importance of focusing on the guest and creating that unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership. Give your students the SAGE edge! SAGE edge offers a robust online environment featuring an impressive array of free tools and resources for review, study, and further exploration, keeping both instructors and students on the cutting edge of teaching and learning.
