Managing tourism and hospitality services : theory and international applications /

• Format: eBook
• Language: English
• Published: Wallingford, Oxfordshire, UK : CABI, 2006.
• Subjects: Tourism > Management.; Hospitality industry > Management.; Research.; Leisure, Recreation and Tourism Economics, (New March 2000); Consumer Economics.; Tourism and Travel.; Customer relations.; Hospitality industry.; Management.; Services.; Tourism.; Tourist industry.; Electronic books.
• Online Access: View fulltext via EzAccess

This book aims to enhance theoretical and practical understanding of quality management in tourism and hospitality. Part I (chapters 1-5) deals with the core issue of managing customer satisfaction. Part II (chapters 6-8) focuses on structural issues, particularly competition and collaboration, both...

Table of Contents:

• Quality and Service Management Perspectives / Eric Laws, Bruce Prideaux and Gianna Moscardo
• Convention Delegates : The Relationship Between Satisfaction with the Convention and with the Host Destination : A Case Study / Leo Jago and Marg Deery
• Issues Pertaining to Service Recovery in the Tourism and Leisure Industries / Shane Pegg and J.-H.K. Suh
• Is Near Enough Good Enough? Understanding and Managing Customer Satisfaction with Wildlife-based Tourism Experiences / Gianna Moscardo
• Management of Tourism : Conformation to Whose Standards? / Noel Scott
• Tiscover : Development and Growth / Dimitrios Buhalis, Karsten Kärcher and Matthew Brown
• Co-branding in the Restaurant Industry / Maryam Khan
• Airline Service Quality in an Era of Deregulation / Dawna Rhoades, Rosemarie Reynolds and Blaise Waguespack, Jr
• Service System : A Strategic Approach to Innovate and Manage Service Superiority / Jay Kandampully and Ria Kandampully
• Marketing Tourism Online / Lorri Krebs and Geoffrey Wall
• Guidelines for Professional Activity Services in Tourism : A Discussion About the Quality of a Tourist Experience Product / Raija Komppula
• Tourism Development : Hard Core or Soft Touch? / Fiona Williams and Marsaili MacLeod
• Quality Management for Events / Donald Getz and Jack Carlsen
• CAVIAR : Canterbury and Vladimir International Action for Regeneration : A Case Study of Techniques for Integrated Marketing, Service Quality and Destination Management / Barbara Le Pelley and William Pettit
• Emotional Labour and Coping Strategies / Barbara Anderson
• Service Ethics for Ecotourism Guides / Xin Yu and Betty Weiler
• Effective Management of Hotel Revenue : Lessons from the Swiss Hotel Industry / Kate Varini and Dimitrios Diamantis
• Service Management in a World Heritage Area : Tourists, Cultures and the Environment / Malcolm Cooper and Patricia Erfurt
• The Relationship Between Airline Cabin Service and National Culture : A Cabin Crew Perspective / Bruce Prideaux and Seongseop Kim
• Considerations in Improving Tourism and Hospitality Service Systems / Eric Laws
• The Role of Research in Improving Tourism and Hospitality Services : Measuring Service Quality / Simon Hudson, Graham A. Miller and Paul Hudson
• Service Quality at the Cellar Door : A Lesson in Services Marketing from Western Australia's Wine-tourism Sector / Martin O'Neill and Steve Charters
• Using the Critical Incidents Technique to Understand Service Quality in Tourist Accommodation / Gianna Moscardo
• Factors of Satisfaction : A Case Study of Explore Park / Muzaffer Uysal
• The Value of a Benchmarking Approach for Assessing Service Quality Satisfaction in Environmental Tourism / Philip L. Pearce
• The Development and Tracking of a Branding Campaign for Brisbane / Noel Scott and Stephen Clark
• The Rasch Model Applied to Customer Satisfaction in Marbella / José L. Santos-Arrebola
• Researching and Managing Tourism and Hospitality Service : Challenges and Conclusions / Gianna Moscardo, Bruce Prideaux and Eric Laws.