This chapter focuses on a number of economic and sociocultural developments that play a direct or indirect role in the strategic use of events. It discusses what is termed the experience economy and the future happiness economy. In conclusion, it explains how these developments present...

This chapter discusses the results of a study concerning visitors' preferences and experiences at four major elephant tourism attractions in Sri Lanka. First, a detailed summary is provided of the current discourse on elephant tourism in this South Asian country, followed by a description of the...

This chapter presents the results of a visitor study undertaken in an 'elephant transit home' (ETH) in Sri Lanka. This ex situ conservation programme offers a unique experience of viewing rescued elephants that are raised and ultimately released to their natural habitat. The study (i) examines the...

This chapter takes a pragmatic approach to the theories surrounding the service concept, service quality and managing services. It begins with a discussion on the background to the topic and outlines some of the external issues influencing organizations operating in the eating-out market. It then...

The main purpose of this chapter is to give an overview of how important experiential marketing is for quality in hospitality services. With this aim in mind, the chapter opens by defining service experience, setting the scene for service encounters and giving credit to the huge role service plays...

The focus of this chapter is on customer service and how tour operators can improve service quality, which is not just a matter of managing the customer/provider interface but also how service quality may be assessed. This leads on to addressing customer satisfaction and loyalty and ways in which...

This chapter explains the principles and main techniques of measuring service quality and consumer satisfaction used in the leisure, events, tourism and sport (LETS) industry. Quantitative methods of measuring service quality are discussed, focusing on the SERVQUAL approach as its variants are the...

This chapter provides an examination of tourist perception of crowding and satisfaction in seven popular nature destinations in the south and south-west of Iceland. The chapter concludes with a discussion regarding the future of winter tourism in Iceland.

This chapter aims to discusses the impact of the Hajj experience on Islamic religious commitment in Indonesia. To do so the chapter adopts the investment model of commitment (IMC) used in the psychology literature to provide a theoretical framework for studying Hajj experiences. IMC claims that...

The purpose of this chapter is to elaborate on how quality attributes for tourism activities are linked with tourist loyalty for a religious destination. The chapter reports findings of a research study that assessed Umrah quality attributes as presented in four dimensions (Islamic life and belief, ...