This chapter takes a look at the design and planning process for ski resorts, which involves the following key stages: gaining development approval; analyzing site feasibility; deciding on design guidelines; and choosing development styles. Included is a case study about arguably the world's most...

This chapter first presents an overview of marketing/applied research in tourism and hospitality. It then assesses the four main methods of measuring customer service quality (importance performance analysis (IPA), SERVQUAL, SERVPERF, and SERVQUAL × Importance), and then in a case study, compares...

This chapter considers the value of mystery shopping as a research instrument and its applicability to the tourism industry. A case study is presented, reporting on a programme of mystery shopping developed by a travel agency (Lunn Poly) in the UK. The study focuses on the way mystery shopping...

This paper provides a detailed set of guidelines for developing operational measures for each component of a destination competitiveness/sustainability model. The process suggested includes a strong consumer orientation to complement the industry-based measures that are traditionally employed.