To survive and prosper in a changing marketplace, hospitality and tourism firms must continually innovate the services they offer while they simultaneously manage the quality of services valuable to the customers. This chapter discusses the use of a 'service system' capable of bringing together the ...

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...

This chapter attempts to complement the existing focus on the ecological sustainability of wildlife-based tourism (WBT) with an emphasis on the importance of understanding tourist satisfaction for the long-term success of this type of tourism service. The chapter outlines a conceptual model that...

The objective of this study was to understand site-specific satisfaction with services, programmes and maintenance factors of outdoor recreational areas. The objective was achieved by testing whether instrumental and expressive attributes are distinct behavioural indicators that could better...

A case study is presented of service recovery in the tourism and leisure industries. Participants for this study were 11 managers of service-based businesses operating in the tourism and leisure industries in the southeast Queensland region of Australia. The main purpose of the study was to examine ...

This chapter focuses on the challenges of improving the interactive aspects of services in tourism and hospitality. Among others, it discusses: staff influence on service satisfaction; dyadic and multiplex service interactions; customer participation in services and the 'servuction' approach;...

This chapter focuses on the critical issues and interrelationships inherent in the management of tourism and hospitality services within a World Heritage environment, with special reference to backpackers visiting Fraser Island, Queensland, Australia. In order to provide data for this study, local...

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...

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 examines the service encounter i.e., those interactive aspects of services, where customers and contact staff consume and provide the service. The chapter also shows how crisis situations may be averted by skilled management and staff responses to difficulties experienced by clients. A ...