Conclusion: The future of service excellence in Asia

Whilst the Asian region is experiencing a growth in tourist arrivals, it becomes increasingly important for businesses in its tourism and hospitality industry to find ways to sustain the growth momentum into the future. This edited book posits that going beyond just customer satisfaction to achieve customer delight may be the solution. For long-term competitiveness, with a better understanding of customer needs, businesses can develop their operational capabilities and competencies in meeting these needs, not only to satisfy, but also to delight their customers. Some key takeaways from the broad array of practices and challenges discussed in the 12 chapters in this book include the influence of cultures on how and what businesses in the Asian tourism and hospitality industry do in their quest for service excellence, as well as how adding a personal touch can make a key difference on the whole customer experience

Psychological contracts: back to the future

The different contributions made to this edited book illustrate that the study of psychological contracts has offered critical scholarly and practical insights into the functional and dysfunctional aspects of the employment relationship for several decades. However, as with other fields of research, it behooves the psychological contract field to pause periodically, take stock, explore gaps, and identify new research streams to maintain and expand its impact upon scholarship and practice. An edited book like this offers a good opportunity to see how far we have come with the psychological contract and where the challenges lie ahead. In the chapter, the authors identify and develop three key areas that promise to enrich psychological contract research: 1) time; 2) social context; and 3) the changing nature of work. For each of these key areas, they formulate promising future research questions