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.

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.

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.

This textbook examines how service firms manage their international operations. For the first time, it brings together insights from the fragmented literature on this subject into an accessible textbook. Further, it is unique in its focus on service firms’ internationalization and international management.Beginning with an overview of the international environment in which service firms operate, it subsequently describes multinational service firms and their internationalization processes, strategies and organization. Unlike most texts on international services, the book goes beyond internationalization to address the ongoing management of service firms. It not only addresses functions such as global service marketing, financial management and human resource management, but also discusses aspects such as global account management, global service delivery and international project management, as well as the topical issue of managing distributed virtual teams. A dedicated chapter focuses on offshore shared services and business process outsourcing. These chapters are complemented by a discussion on international corporate governance and corporate social responsibility.The book is intended for students preparing for international careers in the service sector. Each chapter includes case studies, illustrations, highlighted definitions, a chapter summary and exercises.

This textbook examines how service firms manage their international operations. For the first time, it brings together insights from the fragmented literature on this subject into an accessible textbook. Further, it is unique in its focus on service firms’ internationalization and international management.

Beginning with an overview of the international environment in which service firms operate, it subsequently describes multinational service firms and their internationalization processes, strategies and organization. Unlike most texts on international services, the book goes beyond internationalization to address the ongoing management of service firms. It not only addresses functions such as global service marketing, financial management and human resource management, but also discusses aspects such as global account management, global service delivery and international project management, as well as the topical issue of managing distributed virtual teams. A dedicated chapter focuses on offshore shared services and business process outsourcing. These chapters are complemented by a discussion on international corporate governance and corporate social responsibility.

The book is intended for students preparing for international careers in the service sector. Each chapter includes case studies, illustrations, highlighted definitions, a chapter summary and exercises.

This textbook examines how service firms manage their international operations. For the first time, it brings together insights from the fragmented literature on this subject into an accessible textbook. Further, it is unique in its focus on service firms’ internationalization and international management.Beginning with an overview of the international environment in which service firms operate, it subsequently describes multinational service firms and their internationalization processes, strategies and organization. Unlike most texts on international services, the book goes beyond internationalization to address the ongoing management of service firms. It not only addresses functions such as global service marketing, financial management and human resource management, but also discusses aspects such as global account management, global service delivery and international project management, as well as the topical issue of managing distributed virtual teams. A dedicated chapter focuses on offshore shared services and business process outsourcing. These chapters are complemented by a discussion on international corporate governance and corporate social responsibility.The book is intended for students preparing for international careers in the service sector. Each chapter includes case studies, illustrations, highlighted definitions, a chapter summary and exercises.

Anthology from the year 2023 in the subject Business economics - Business Management, Corporate Governance, Baden-Wuerttemberg Cooperative State University (DHBW), language: English, abstract: Communication and collaboration across cultures and geographic distances can pose various challenges but also be enriching and fruitful. Increasingly, companies use virtual teams where members are dispersed worldwide, have limited face-to-face contact and work together using electronic communication media. Covid-19 made virtual collaboration still more common. This brought opportunities and challenges of enabling work from home and effectively managing staff from a distance. This book reports findings from a study tour to Kuala Lumpur, Malaysia, conducted with students from Germany and Taiwan. Subsidiaries of three German/European and three Taiwanese companies were visited. These topics are addressed: Identifying cultural differences and their impact Leadership and motivation across cultures Communication and collaboration across cultures Dealing with pandemic-induced home office Collaboration in distributed virtual/hybrid teams Leading distributed virtual/hybrid teamsEach of the eight chapters reviews the extant literature, reports findings from the study tour, and provides recommendations for practice.

Anthology from the year 2024 in the subject Business economics - Business Ethics, Corporate Ethics, Baden-Wuerttemberg Cooperative State University (DHBW) (BWL-Dienstleistungsmanagement), language: English, abstract: Tourism offers many benefits, both to the destinations and local communities as well as to the tourists themselves. However, it can also have many detrimental effects, especially for the natural environment regarding loss of biodiversity, pollution and as a major contributor to greenhouse gas emissions. Therefore, there is an increasing awareness among policymakers, players in the tourism and hospitality industry and tourists that more sustainable practices are required to ensure the long-term viability of tourism. This book takes a managerial perspective to outline how various functions of business in tourism and hospitality can contribute to a more sustainable tourism. Drawing on a study tour to Dubai, each chapter illustrates the various functional perspectives with good practices encountered in Dubai and offers recommendations for practice.

Anthology from the year 2018 in the subject Business economics - Business Management, Corporate Governance, Baden-Wuerttemberg Cooperative State University (DHBW), language: English, abstract: Shared Service Centers have become a common instrument for providing internal services to a range of business units from a central location. By choosing a suitable international location, companies can not only achieve synergies from centralization, process and quality improvements, but also location economies. Southeast Asia hosts one of the largest numbers of Shared Service Centers in the world and Malaysia and Singapore are seen as prime locations. This volume presents insights from a study tour to Malaysia and Singapore that identified good practices for managing Shared Service Centers from six major corporations. Key aspects of managing Shared Service Centers are addressed and complemented by recent trends such as robotic process automation (RPA) and the shift to more knowledge-intensive services in Global Business Services (GBS) organizations. Dirk Klimkeit is Professor of Management, Organization and International Management at Baden-Wuerttemberg Cooperative State University (DHBW) Stuttgart, Germany. Previously, he managed several projects relating to shared service centers in various parts of the world at a large audit and advisory firm. K Thirumaran is the Head of Academic Group, Business and IT at James Cook University Singapore. He has worked in the banking, transport, travel and hospitality industries.

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.

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.

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.

This textbook examines how service firms manage their international operations. For the first time, it brings together insights from the fragmented literature on this subject into an accessible textbook. Further, it is unique in its focus on service firms’ internationalization and international management.Beginning with an overview of the international environment in which service firms operate, it subsequently describes multinational service firms and their internationalization processes, strategies and organization. Unlike most texts on international services, the book goes beyond internationalization to address the ongoing management of service firms. It not only addresses functions such as global service marketing, financial management and human resource management, but also discusses aspects such as global account management, global service delivery and international project management, as well as the topical issue of managing distributed virtual teams. A dedicated chapter focuses on offshore shared services and business process outsourcing. These chapters are complemented by a discussion on international corporate governance and corporate social responsibility.The book is intended for students preparing for international careers in the service sector. Each chapter includes case studies, illustrations, highlighted definitions, a chapter summary and exercises.

This textbook examines how service firms manage their international operations. For the first time, it brings together insights from the fragmented literature on this subject into an accessible textbook. Further, it is unique in its focus on service firms’ internationalization and international management.

Beginning with an overview of the international environment in which service firms operate, it subsequently describes multinational service firms and their internationalization processes, strategies and organization. Unlike most texts on international services, the book goes beyond internationalization to address the ongoing management of service firms. It not only addresses functions such as global service marketing, financial management and human resource management, but also discusses aspects such as global account management, global service delivery and international project management, as well as the topical issue of managing distributed virtual teams. A dedicated chapter focuses on offshore shared services and business process outsourcing. These chapters are complemented by a discussion on international corporate governance and corporate social responsibility.

The book is intended for students preparing for international careers in the service sector. Each chapter includes case studies, illustrations, highlighted definitions, a chapter summary and exercises.

This textbook examines how service firms manage their international operations. For the first time, it brings together insights from the fragmented literature on this subject into an accessible textbook. Further, it is unique in its focus on service firms’ internationalization and international management.Beginning with an overview of the international environment in which service firms operate, it subsequently describes multinational service firms and their internationalization processes, strategies and organization. Unlike most texts on international services, the book goes beyond internationalization to address the ongoing management of service firms. It not only addresses functions such as global service marketing, financial management and human resource management, but also discusses aspects such as global account management, global service delivery and international project management, as well as the topical issue of managing distributed virtual teams. A dedicated chapter focuses on offshore shared services and business process outsourcing. These chapters are complemented by a discussion on international corporate governance and corporate social responsibility.The book is intended for students preparing for international careers in the service sector. Each chapter includes case studies, illustrations, highlighted definitions, a chapter summary and exercises.

Anthology from the year 2023 in the subject Business economics - Business Management, Corporate Governance, Baden-Wuerttemberg Cooperative State University (DHBW), language: English, abstract: Communication and collaboration across cultures and geographic distances can pose various challenges but also be enriching and fruitful. Increasingly, companies use virtual teams where members are dispersed worldwide, have limited face-to-face contact and work together using electronic communication media. Covid-19 made virtual collaboration still more common. This brought opportunities and challenges of enabling work from home and effectively managing staff from a distance. This book reports findings from a study tour to Kuala Lumpur, Malaysia, conducted with students from Germany and Taiwan. Subsidiaries of three German/European and three Taiwanese companies were visited. These topics are addressed: Identifying cultural differences and their impact Leadership and motivation across cultures Communication and collaboration across cultures Dealing with pandemic-induced home office Collaboration in distributed virtual/hybrid teams Leading distributed virtual/hybrid teamsEach of the eight chapters reviews the extant literature, reports findings from the study tour, and provides recommendations for practice.

Anthology from the year 2024 in the subject Business economics - Business Ethics, Corporate Ethics, Baden-Wuerttemberg Cooperative State University (DHBW) (BWL-Dienstleistungsmanagement), language: English, abstract: Tourism offers many benefits, both to the destinations and local communities as well as to the tourists themselves. However, it can also have many detrimental effects, especially for the natural environment regarding loss of biodiversity, pollution and as a major contributor to greenhouse gas emissions. Therefore, there is an increasing awareness among policymakers, players in the tourism and hospitality industry and tourists that more sustainable practices are required to ensure the long-term viability of tourism. This book takes a managerial perspective to outline how various functions of business in tourism and hospitality can contribute to a more sustainable tourism. Drawing on a study tour to Dubai, each chapter illustrates the various functional perspectives with good practices encountered in Dubai and offers recommendations for practice.

Anthology from the year 2018 in the subject Business economics - Business Management, Corporate Governance, Baden-Wuerttemberg Cooperative State University (DHBW), language: English, abstract: Shared Service Centers have become a common instrument for providing internal services to a range of business units from a central location. By choosing a suitable international location, companies can not only achieve synergies from centralization, process and quality improvements, but also location economies. Southeast Asia hosts one of the largest numbers of Shared Service Centers in the world and Malaysia and Singapore are seen as prime locations. This volume presents insights from a study tour to Malaysia and Singapore that identified good practices for managing Shared Service Centers from six major corporations. Key aspects of managing Shared Service Centers are addressed and complemented by recent trends such as robotic process automation (RPA) and the shift to more knowledge-intensive services in Global Business Services (GBS) organizations. Dirk Klimkeit is Professor of Management, Organization and International Management at Baden-Wuerttemberg Cooperative State University (DHBW) Stuttgart, Germany. Previously, he managed several projects relating to shared service centers in various parts of the world at a large audit and advisory firm. K Thirumaran is the Head of Academic Group, Business and IT at James Cook University Singapore. He has worked in the banking, transport, travel and hospitality industries.