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" Managing tourism and hospitality services : "
edited by B. Prideaux, G. Moscardo, E. Laws.
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BL
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| Record Number
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1024430
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| Doc. No
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b778800
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| Title & Author
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Managing tourism and hospitality services : : theory and international applications /\ edited by B. Prideaux, G. Moscardo, E. Laws.
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| Publication Statement
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Wallingford :: CABI,, 2006.
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| Series Statement
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CAB books
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| Page. NO
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1 online resource (xvii, 337 pages)
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| ISBN
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1845930150
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: 9781845930158
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1845930126
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9781845930127
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9781845930158
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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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.
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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.
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| Abstract
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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 of which are strongly characteristic of the industry. Part III (chapters 9-14) builds on the understanding of customer satisfaction and the functioning of industry relationships by reporting and critically analysing examples of improvements to specific tourism and hospitality services. Part IV (chapters 15-20) focuses on the experiences of those who work in the industry, their interactions with clients, and ways of managing them more effectively. Part V (chapters 21-27) focuses on methods in researching tourism and hospitality service management. Part VI (chapter 28) concludes the book. There is a subject index.
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| Subject
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Hospitality industry-- Management.
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Tourism-- Management.
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BUSINESS ECONOMICS-- Small Business.
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Customer relations.
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Hospitality industry-- Management.
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Hospitality industry.
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Management.
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Research.
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Services.
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Tourism-- Management.
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Tourism.
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Tourist industry.
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| Dewey Classification
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647.94068
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| LC Classification
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TX911.3.M37M323 2006eb
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| Added Entry
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Laws, Eric,1945-
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Moscardo, Gianna.
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Prideaux, B., (Bruce)
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