Reflections on the theme issue outcomes

The purpose of this paper is to profile the Worldwide Hospitality and Tourism Themes (WHATT) theme issue “Services management and the growing number of Asian travellers: what needs re-thinking?” with reference to the experiences of the theme editor and the theme issue outcomes from countries within and beyond Asia.

The paper uses structured questions to enable the theme editor to reflect on the rationale for the theme issue question, the starting point, the selection of the writing team and material and the editorial process.

This paper reports on research and discussions between academics and practitioners about an issue faced by many countries with established hospitality, tourism and travel industries. Specifically, what are the adjustments needed to mirror the radically changing demographic landscape of inbound tourism – now characterized by more affluent and mobile Asian visitors?

This paper builds on the outcomes of an international conference on “Managing and Delivering Services in the Asian Century”, and offers a response to the changes needed to better serve Asian travellers.

It provides guidelines for destinations, hospitality organizations and travel operators that have traditionally relied on European and American source markets to help them re-think their service delivery process, management and operations.