Service Excellence in Tourism and Hospitality : Insights from Asia

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 -- Τwo 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.