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Managing Tourism and Hospitality Services: Theory and International Applications [Kietas viršelis]

Edited by (James Cook University, Australia), Edited by (Retired), Edited by (CQUniversity, Australia)
  • Formatas: Hardback, 384 pages, aukštis x plotis: 244x172 mm
  • Išleidimo metai: 14-Sep-2006
  • Leidėjas: CABI Publishing
  • ISBN-10: 1845930126
  • ISBN-13: 9781845930127
Kitos knygos pagal šią temą:
Managing Tourism and Hospitality Services: Theory and International ApplicationsDidesnis paveikslėlis
  • Formatas: Hardback, 384 pages, aukštis x plotis: 244x172 mm
  • Išleidimo metai: 14-Sep-2006
  • Leidėjas: CABI Publishing
  • ISBN-10: 1845930126
  • ISBN-13: 9781845930127
Kitos knygos pagal šią temą:
Pastovi nuoroda: https://www.kriso.lt/db/9781845930127.html
Raktažodžiai:
The overall aim in bringing together the various projects reported in this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality. Taken together, the collection of work provides a benchmark of current knowledge, and examines the range of research methods being applied to further develop tourism and hospitality service management research. managing Tourism and Hospitality Services contains 28 chapters by international experts, and it is hoped that this book will stimulate new research questions by highlighting tensions and challenges in the area.
Contributors ix
List of Figures
xiii
List of Tables
xv
PART I -- MANAGING CUSTOMER SATISFACTION
Quality and Service Management Perspectives
1(14)
Eric Laws
Bruce Prideaux
Gianna Moscardo
Convention Delegates -- The Relationship Between Satisfaction with the Convention and with the Host Destination: A Case Study
15(11)
Leo Jago
Marg Deery
Issues Pertaining to Service Recovery in the Tourism and Leisure Industries
26(12)
Shane Pegg
J.-H.K. Suh
Is Near Enough Good Enough? Understanding and Managing Customer Satisfaction with Wildlife-based Tourism Experiences
38(16)
Gianna Moscardo
Management of Tourism: Conformation to Whose Standards?
54(8)
Noel Scott
PART II -- COMPETITION AND COLLABORATION
Tiscover -- Development and Growth
62(11)
Dimitrios Buhalis
Karsten Karcher
Matthew Brown
Co-branding in the Restaurant Industry
73(10)
Maryam Khan
Airline Service Quality in an Era of Deregulation
83(11)
Dawna Rhoades
Rosemarie Reynolds
Blaise Waguespack, Jr
PART III -- SERVICE DESIGN AND IMPROVEMENT
Service System: A Strategic Approach to Innovate and Manage Service Superiority
94(10)
Jay Kandampully
Ria Kandampully
Marketing Tourism Online
104(11)
Lorri Krebs
Geoffrey Wall
Guidelines for Professional Activity Services in Tourism -- A Discussion About the Quality of a Tourist Experience Product
115(11)
Raija Komppula
Tourism Development: Hard Core or Soft Touch?
126(19)
Fiona Williams
Marsaili MacLeod
Quality Management for Events
145(11)
Donald Getz
Jack Carlsen
Caviar: Canterbury and Vladimir International Action for Regeneration -- A Case Study of Techniques for Integrated Marketing, Service Quality and Destination Management
156(14)
Barbara Le Pelley
William Pettit
PART IV -- MANAGING STAFF--CUSTOMER RELATIONS
Emotional Labour and Coping Strategies
170(11)
Barbara Anderson
Service Ethics for Ecotourism Guides
181(14)
Xin Yu
Betty Weiler
Effective Management of Hotel Revenue: Lessons from the Swiss Hotel Industry
195(14)
Kate Varini
Dimitrios Diamantis
Service Management in a World Heritage Area -- Tourists, Cultures and the Environment
209(9)
Malcolm Cooper
Patricia Erfurt
The Relationship Between Airline Cabin Service and National Culture: A Cabin Crew Perspective
218(7)
Bruce Prideaux
Seongseop Kim
Considerations in Improving Tourism and Hospitality Service Systems
225(12)
Eric Laws
PART V -- RESEARCHING TOURISM AND HOSPITALITY SERVICE MANAGEMENT
The Role of Research in Improving Tourism and Hospitality Services: Measuring Service Quality
237(14)
Simon Hudson
Graham A. Miller
Paul Hudson
Service Quality at the Cellar Door: A Lesson in Services Marketing from Western Australia's Wine-tourism Sector
251(11)
Martin O'Neill
Steve Charters
Using the Critical Incidents Technique to Understand Service Quality in Tourist Accommodation
262(12)
Gianna Moscardo
Factors of Satisfaction: A Case Study of Explore Park
274(8)
Muzaffer Uysal
The Value of a Benchmarking Approach for Assessing Service Quality Satisfaction in Environmental Tourism
282(18)
Philip L. Pearce
The Development and Tracking of a Branding Campaign for Brisbane
300(14)
Noel Scott
Stephen Clark
The Rasch Model Applied to Customer Satisfaction in Marbella
314(13)
Jose L. Santos-Arrebola
PART VI -- CONCLUSION
Researching and Managing Tourism and Hospitality Service: Challenges and Conclusions
327(8)
Gianna Moscardo
Bruce Prideaux
Eric Laws
Index 335


Eric Laws has an MPhil from the University of Surrey and a PhD from Griffith University. He has retired from full time academic life, and is Visiting Professor at Leshan Normal University, Sichuan, P.R. China. His research interests include tourism service quality, destination management, crisis management and elephant tourism. Eric's publications include nearly 100 journal articles, book chapters and conference papers. The Elephant Tourism Business is Eric's twentieth authored or edited book.