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Managing tourism and hospitality services: theory and international applications.

Book cover for 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 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.


Book Chapters

Chapter: 1 (Page no: 1) Quality and service management perspectives. Author(s): Laws, E. Prideaux, B. Moscardo, G.
Chapter: 2 (Page no: 15) Convention delegates - the relationship between satisfaction with the convention and with the host destination: a case study. Author(s): Jago, L. Deery, M.
Chapter: 3 (Page no: 26) Issues pertaining to service recovery in the tourism and leisure industries. Author(s): Pegg, S. Suh, J. H. K.
Chapter: 4 (Page no: 38) Is near enough good enough? Understanding and managing customer satisfaction with wildlife-based tourism experiences. Author(s): Moscardo, G.
Chapter: 5 (Page no: 54) Management of tourism: conformation to whose standards? Author(s): Scott, N.
Chapter: 6 (Page no: 62) Tiscover - development and growth. Author(s): Buhalis, D. Kärcher, K. Brown, M.
Chapter: 7 (Page no: 73) Co-branding in the restaurant industry. Author(s): Khan, M.
Chapter: 8 (Page no: 83) Airline service quality in an era of deregulation. Author(s): Rhoades, D. Reynolds, R. Waguespack, B., Jr.
Chapter: 9 (Page no: 94) Service system: a strategic approach to innovate and manage service superiority. Author(s): Kandampully, J. Kandampully, R.
Chapter: 10 (Page no: 104) Marketing tourism online. Author(s): Krebs, L. Wall, G.
Chapter: 11 (Page no: 115) Guidelines for professional activity services in tourism - a discussion about the quality of a tourist experience product. Author(s): Komppula, R.
Chapter: 12 (Page no: 126) Tourism development: hard core or soft touch? Author(s): Williams, F. MacLeod, M.
Chapter: 13 (Page no: 145) Quality management for events. Author(s): Getz, D. Carlsen, J.
Chapter: 14 (Page no: 156) CAVIAR: Canterbury and Vladimir International Action for Regeneration - a case study of techniques for integrated marketing, service quality and destination management. Author(s): Pelley, B. le Pettit, W.
Chapter: 15 (Page no: 170) Emotional labour and coping strategies. Author(s): Anderson, B.
Chapter: 16 (Page no: 181) Guiding Chinese group tours in Australia: an analysis using role theory. Author(s): Yu Xin Weiler, B.
Chapter: 17 (Page no: 195) Effective management of hotel revenue: lessons from the Swiss hotel industry. Author(s): Varini, K. Diamantis, D.
Chapter: 18 (Page no: 209) Service management in a World Heritage area - tourists, cultures and the environment. Author(s): Cooper, M. Erfurt, P.
Chapter: 19 (Page no: 218) The relationship between airline cabin service and national culture: a cabin crew perspective. Author(s): Prideaux, B. Kim SeongSeop
Chapter: 20 (Page no: 225) Considerations in improving tourism and hospitality service systems. Author(s): Laws, E.
Chapter: 21 (Page no: 237) The role of research in improving tourism and hospitality services: measuring service quality. Author(s): Hudson, S. Miller, G. A. Hudson, P.
Chapter: 22 (Page no: 251) Service quality at the cellar door: a lesson in services marketing from Western Australia's wine-tourism sector. Author(s): O'Neill, M. Charters, S.
Chapter: 23 (Page no: 262) Using the critical incidents technique to understand service quality in tourist accommodation. Author(s): Moscardo, G.
Chapter: 24 (Page no: 274) Factors of satisfaction: a case study of Explore Park. Author(s): Uysal, M.
Chapter: 25 (Page no: 282) The value of a benchmarking approach for assessing service quality satisfaction in environmental tourism. Author(s): Pearce, P. L.
Chapter: 26 (Page no: 300) The development and tracking of a branding campaign for Brisbane. Author(s): Scott, N. Clark, S.
Chapter: 27 (Page no: 314) The Rasch model applied to customer satisfaction in Marbella. Author(s): Santos-Arrebola, J. L.
Chapter: 28 (Page no: 327) Researching and managing tourism and hospitality service: challenges and conclusions. Author(s): Moscardo, G. Prideaux, B. Laws, E.

Book details

  • Author Affiliation
  • James Cook University, PO Box 6811, Cairns, Queensland 4870, Australia.
  • Year of Publication
  • 2006
  • ISBN
  • 9781845930127
  • Record Number
  • 20063173698