Excellence

Many of us have implemented oral communication instruction in our design courses, lab courses, and other courses where students give presentations. Others have students give presentations without instruction on how to become a better presenter. Many of us, then, could use a concise book that guides us on what instruction on oral communication should include, based on input from executives from different settings. This instruction will help our students get jobs and make them more likely to move up the career ladder, especially in these hard economic times.

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.