A new book – “Service Excellence in Tourism and Hospitality” – presents a wealth of insights on the key role of service excellence in the tourism and hospitality industry, from academics and practitioners – including students from James Cook University (JCU) in Singapore and Baden-Wuerttemberg Cooperative State University (DHBW). The book was part of an initiative between the two universities for joint field study by students, and was launched on 23 February 2021.

Dr K. Thirumaran – Academic Head of Business at JCU in Singapore – co-edited the book with Professor Dirk Klimkeit, Professor of Management, Organisation and International Management at DHBW; and Dr Tang Chun Meng, Lecturer in Business at JCU in Singapore. JCU has collaborated with DHBW on a number of occasions, including a previous book publication on good practices for managing Shared Service Centers and a Tourism Symposium.

Dr Thirumaran said, “In order to achieve the loyalty of customers, it's important that businesses increasingly, not just satisfy, but delight their customers. And this is what service excellence is about – it's about delighting customers to an appropriate extent. And what we found when we did some research for this book was that, actually, in spite of the importance and relevance of this topic for tourism and hospitality, there was no book on this subject.”

Across fourteen chapters, the book covers important management aspects of delivering service excellence in tourism and hospitality, and introduces new case studies from empirical research in Asia as well as practice-tested models of service excellence in tourism and hospitality.

Through exploring concepts like measuring customer delight and achieving positive hospitality experiences through technology such as robotics, the book unites various disciplines including business, economics, psychology and urbanism.

Additionally, while the tourism and hospitality sector has been significantly impacted by the COVID-19 pandemic, the insights provided in this book will prove useful in helping businesses get back on their feet and in supporting economic recovery.

Check out the book “Service Excellence in Tourism and Hospitality”

Find out more about our Tourism and Hospitality courses.

Discover further information on areas of research and research strength at James Cook University in Singapore.

Contacts

Dr K. Thirumaran [email protected]
Media: Pinky Sibal [email protected]