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Ebooks on agriculture and the applied life sciences from CAB International

CABI Book Chapter

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 unders...


Chapter 6 (Page no: 62)

Tiscover - development and growth.

This case study of Tiscover addresses a number of service management areas. It demonstrates how emerging information and communication technology (ICT) solutions facilitate e-commerce in tourism. Tiscover represents innovative service management as it is addressing a number of markets and stakeholders both in the forms of business to consumer (B2C) and business to business (B2B). As an aggregator and retailer of tourism products for the destinations it covers, Tiscover provides a wide range of information and services to the public. As a distributor, it enables tourism suppliers to promote their products directly to the consumer and also to other intermediaries through onward distribution. It also allows destination management organizations to distribute information and augment their service and products thereby influencing consumer choice. Tiscover also supports backward distribution by feeding products in other web portals and therefore it supports B2B service management with its partners that procure and represent tourism products through Tiscover.

Other chapters from this book

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: 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.

Chapter details

  • Author Affiliation
  • Centre for eTourism Research (CeTR), School of Management, University of Surrey, Guildford, Surrey GU2 7XH, UK.
  • Year of Publication
  • 2006
  • ISBN
  • 9781845930127
  • Record Number
  • 20063173721