Conclusion: The future of service excellence in Asia
Other Publication ResearchOnline@JCUAbstract
Whilst the Asian region is experiencing a growth in tourist arrivals, it becomes increasingly important for businesses in its tourism and hospitality industry to find ways to sustain the growth momentum into the future. This edited book posits that going beyond just customer satisfaction to achieve customer delight may be the solution. For long-term competitiveness, with a better understanding of customer needs, businesses can develop their operational capabilities and competencies in meeting these needs, not only to satisfy, but also to delight their customers. Some key takeaways from the broad array of practices and challenges discussed in the 12 chapters in this book include the influence of cultures on how and what businesses in the Asian tourism and hospitality industry do in their quest for service excellence, as well as how adding a personal touch can make a key difference on the whole customer experience.
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Publication Name
Service Excellence in Tourism and Hospitality: insights from Asia
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ISBN/ISSN
978-3-030-57693-6
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Pages Count
4
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Publisher
Springer Nature
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Publisher Location
Cham, Switzerland
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DOI
10.1007/978-3-030-57694-3_14