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,...

This chapter explores both the supply and demand sides of the marketing of tourism through the Internet. It begins with a general discussion of Internet use in tourism through an examination of the literature on the use of the Internet by suppliers, tourists and travel intermediaries. This is...

This chapter first briefly presents the results of a tourism development project in Finland called the MONO project and then assesses the results from a services perspective. The aim of the MONO project was to develop voluntary guidelines for the production of a range of nature-based activity...

In order to investigate the management, marketing and development of tourism in peripheral areas, this chapter draws upon empirical evidence taken from six European case-study regions, all exhibiting varying degrees of conventional peripherality. Emphasis is placed on the relationship between...

This chapter explores the meaning and management of quality for events, including a discussion of quality standards and quality management methods. A case study of the Margaret River Masters (an annual professional surfing event in Australia) is presented to illustrate the use of quality evaluation ...

This chapter investigates the attributes of successful conventions as perceived by convention delegates. It is argued that satisfaction with a convention will lead to favourable perceptions of the host destination and likely repeat visitations and recommending behaviour. A case study of Melbourne...

This chapter presents a case study of international links between two World Heritage status cities. It presents the economic partnership between Vladimir in Russia and Canterbury in the UK and demonstrates how techniques and know-how have been successfully transferred across different cultural...

This chapter discusses the nature of the emotional labour that is 'performed' in the course of customer service work, together with strategies used by front-line service workers to cope with the emotional demands of this type of work. Based on the findings of four case studies, drawn from research...

This chapter starts with a review of the literature on role theory in relation to tour guiding. It then presents an empirical study on the role of the guide on group tours from mainland China to Australia. Data for the study were obtained from a questionnaire survey of 31 tour guides and 461...

This chapter discusses the skill set and requisites necessary to effectively manage revenue in hotels, based on the experience of the Swiss hotel industry. Further, the chapter also discusses the challenges that the revenue manager can face in terms of different products that will deliver in...