Managing Tourism and Hospitality Services : Theory and International Applications

The aim of this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality. It provides a benchmark of current knowledge, and examines the range of research methods being applied to further develop tourism and hospitality service management research. It is hoped that this book will stimulate new research questions by highlighting tensions and challenges in the area. Contents......Page 5 Contributors......Page 9 List of Figures......Page 13 List of Tables......Page 15 1. Quality and Service Management Perspectives......Page 19 2. Convention Delegates – The Relationship Between Satisfaction with the Convention and with the Host Destination: A Case Study......Page 33 3. Issues Pertaining to Service Recovery in the Tourism and Leisure Industries......Page 44 4. Is Near Enough Good Enough? Understanding and Managing Customer Satisfaction with Wildlife-based Tourism Experiences......Page 56 5. Management of Tourism: Conformation to Whose Standards?......Page 72 6. Tiscover – Development and Growth......Page 80 7. Co-branding in the Restaurant Industry......Page 91 8. Airline Service Quality in an Era of Deregulation......Page 101 9. Service System: A Strategic Approach to Innovate and Manage Service Superiority......Page 112 10. Marketing Tourism Online......Page 122 11. Guidelines for Professional Activity Services in Tourism – A Discussion About the Quality of a Tourist Experience Product......Page 133 12. Tourism Development: Hard Core or Soft Touch?......Page 144 13. Quality Management for Events......Page 163 14. CAVIAR: Canterbury and Vladimir International Action for Regeneration – A Case Study of Techniques for Integrated Marketing, Service Quality and Destination Management......Page 174 15. Emotional Labour and Coping Strategies......Page 188 16. Service Ethics for Ecotourism Guides......Page 199 17. Effective Management of Hotel Revenue: Lessons from the Swiss Hotel Industry......Page 213 18. Service Management in a World Heritage Area – Tourists, Cultures and the Environment......Page 227 19. The Relationship Between Airline Cabin Service and National Culture: A Cabin Crew Perspective......Page 236 20. Considerations in Improving Tourism and Hospitality Service Systems......Page 243 21. The Role of Research in Improving Tourism and Hospitality Services: Measuring Service Quality......Page 255 22. Service Quality at the Cellar Door: A Lesson in Services Marketing from Western Australia’s Wine-tourism Sector......Page 269 23. Using the Critical Incidents Technique to Understand Service Quality in Tourist Accommodation......Page 280 24. Factors of Satisfaction: A Case Study of Explore Park......Page 292 25. The Value of a Benchmarking Approach for Assessing Service Quality Satisfaction in Environmental Tourism......Page 300 26. The Development and Tracking of a Branding Campaign for Brisbane......Page 318 27. The Rasch Model Applied to Customer Satisfaction in Marbella......Page 332 28. Researching and Managing Tourism and Hospitality Service: Challenges and Conclusions......Page 345 E......Page 353 S......Page 354 Y......Page 355 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 Understanding Of Customer Satisfaction And The Functioning Of Industry Relationships By Reporting And Critically Analysing Examples Of Improvements To Specific Tourism And Hospitality Services. Part Iv (chapters 15-20) Focuses On The Experiences Of Those Who Work In The Industry, Their Interactions With Clients, And Ways Of Managing Them More Effectively. Part V (chapters 21-27) Focuses On Methods In Researching Tourism And Hospitality Service Management. Part Vi (chapter 28) Concludes The Book. There Is A Subject Index. 1. Quality And Service Management Perspectives / Eric Laws, Bruce Prideaux And Gianna Moscardo -- 2. Convention Delegates -- The Relationship Between Satisfaction With The Convention And With The Host Destination : A Case Study / Leo Jago And Marg Deery -- 3. Issues Pertaining To Service Recovery In The Tourism And Leisure Industries / Shane Pegg And J.-h.k. Suh -- 4. Is Near Enough Good Enough? : Understanding And Managing Customer Satisfaction With Wildlife-based Tourism Experiences / Gianna Moscardo -- 5. Management Of Tourism : Conformation To Whose Standards? / Noel Scott -- 6. Tiscover -- Development And Growth / Dimitrios Buhalis, Karsten Karcher And Matthew Brown -- 7. Co-branding In The Restaurant Industry / Maryam Khan. Edited By Bruce Prideaux, Gianna Moscardo, Eric Laws. Includes Bibliographical References And Index. Aims to enhance theoretical and practical understanding of quality management in tourism and hospitality. This book examines the range of research methods applied to further develop tourism and hospitality service management research. It also highlights the tensions and challenges in tourism and hospitality services management. The aim of this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality. It provides a benchmark of current knowledge, and examines the range of research methods being applied to further develop tourism and hospitality service management research. The book contains 28 chapters by international experts, highlighting the tensions and challenges in tourism and hospitality services management The overall aim in bringing together the various projects reported in this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality. Taken together, the collection of work provides a benchmark of current knowledge, and examines the range of research methods being applied to further develop tourism and hospitality service management research. managing Tourism and Hospitality Services contains 28 chapters by international experts, and it is hoped that this book will stimulate new research questions by highlighting tensions and challenges in the Did Michael Jackson fake his own death in a bid to escape financial ruin? Is swine flu a dastardly plot by global pharmaceutical companies or a scare campaign created by the pork industry's competitors? 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