This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world-the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly...

The purpose of this work is to study the issues of service quality and service failure during visits to cellar doors in the five regions where wine tourism is most developed: Hunter Valley (AU), Mendoza (AR), Napa Valley (the USA), Stellenbosch (ZA), and Tuscany (IT). We propose a methodology...

Intro -- Section 1 Diversity in Higher Education Systems -- Is German higher education non-discriminatory? -- Gender Diversity in the German Higher Education System -- Discipline-Specific Teaching Efficiency -- Section 2 Management and Efficiency in Higher Education Systems: An International...

Resource efficiency and economic considerations are a major topic in higher education systems. Universities are urged to improve their outputs as well as their processes. This book provides a multi-perspective collection of research approaches regarding university efficiency. Though based in...