Managing tourism and hospitality services : theory and international applications /
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...
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Full text (MCPHS users only) |
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| Other Authors: | , , |
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Wallingford, Oxfordshire :
CABI,
2006
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| Subjects: | |
| Local Note: | ProQuest Ebook Central |
Table of Contents:
- Part I: Managing Customer Satisfaction
- 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 / Marg Deery and Leo Jago
- Issues Pertaining to Service Recovery in the Tourism and Leisure Industries / Shane Pegg and Ji-Hyun 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
- Part II: Competition and Collaboration
- Case Study : 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
- Part III: Service Design and Improvement
- Service System : A StrategicApproach to Innovate and Manage Service Superiority / Jay Kandampully and Ria Kandampully
- Marketing Tourism On-Line / Lorri Kreb 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 Carlson
- CAVIAR : Canterbury and Vladimir International Action for Regeneration : a case study for techniques for integrated marketing, service quality and destination management / Barbara Le Pelley and William Pettit.
- Part IV: Managing Staff : Customer Relations
- Coping with the 'Performance' of Emotional Labour in the Tourism and Hospitality Industries / Barbara Anderson
- Service Ethics for Ecotourism Guides (NB
- chapter on manuscript titled: "Guiding Chinese Group Tours in Australia: An Analysis Using Role Theory") / 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 Samuel S. Kim
- Considerations in Improving Service Systems / Eric Laws
- Part V: Researching Tourism And Hospitality Service Management
- 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
- Part VI: Conclusion
- Researching and Managing Tourism and Hospitality Service : Challenges and Conclusions / Gianna Moscardo, Bruce Prideaux and Eric Laws.
