MANAGING TOURISM AND HOSPITALITY SERVICES Theory and International Applications - Англомовна література - Електронні книги - Книги,відео,аудіо - Клуб "Довідник"
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MANAGING TOURISM AND HOSPITALITY SERVICES Theory and International Applications
[ Викачати з сервера (1.79Mb) ] 19.10.2010, 23:04
Contributors ix
List of Figures xiii
List of Tables xv
PART I – MANAGING CUSTOMER SATISFACTION
1. Quality and Service Management Perspectives 1
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 15
Leo Jago and Marg Deery
3. Issues Pertaining to Service Recovery in the Tourism and Leisure
Industries 26
Shane Pegg and J.-H.K. Suh
4. Is Near Enough Good Enough? Understanding and Managing
Customer Satisfaction with Wildlife-based Tourism
Experiences 38
Gianna Moscardo
5. Management of Tourism: Conformation to Whose Standards? 54
Noel Scott
PART II – COMPETITION AND COLLABORATION
6. Tiscover – Development and Growth 62
Dimitrios Buhalis, Karsten Kärcher and Matthew Brown
7. Co-branding in the Restaurant Industry 73
Maryam Khan
8. Airline Service Quality in an Era of Deregulation 83
Dawna Rhoades, Rosemarie Reynolds and Blaise Waguespack, Jr
v
PART III – SERVICE DESIGN AND IMPROVEMENT
9. Service System: A Strategic Approach to Innovate and
Manage Service Superiority 94
Jay Kandampully and Ria Kandampully
10. Marketing Tourism Online 104
Lorri Krebs and Geoffrey Wall
11. Guidelines for Professional Activity Services in Tourism –
A Discussion About the Quality of a Tourist Experience Product 115
Raija Komppula
12. Tourism Development: Hard Core or Soft Touch? 126
Fiona Williams and Marsaili MacLeod
13. Quality Management for Events 145
Donald Getz and Jack Carlsen
14. CAVIAR: Canterbury and Vladimir International Action for
Regeneration – A Case Study of Techniques for Integrated
Marketing, Service Quality and Destination Management 156
Barbara Le Pelley and William Pettit
PART IV – MANAGING STAFF–CUSTOMER RELATIONS
15. Emotional Labour and Coping Strategies 170
Barbara Anderson
16. Service Ethics for Ecotourism Guides 181
Xin Yu and Betty Weiler
17. Effective Management of Hotel Revenue: Lessons from the
Swiss Hotel Industry 195
Kate Varini and Dimitrios Diamantis
18. Service Management in a World Heritage Area – Tourists,
Cultures and the Environment 209
Malcolm Cooper and Patricia Erfurt
19. The Relationship Between Airline Cabin Service and National
Culture: A Cabin Crew Perspective 218
Bruce Prideaux and Seongseop Kim
20. Considerations in Improving Tourism and Hospitality
Service Systems 225
Eric Laws
PART V – RESEARCHING TOURISM AND HOSPITALITY SERVICE MANAGEMENT
21. The Role of Research in Improving Tourism and Hospitality
Services: Measuring Service Quality 237
Simon Hudson, Graham A. Miller and Paul Hudson
22. Service Quality at the Cellar Door: A Lesson in Services
Marketing from Western Australia’s Wine-tourism Sector 251
Martin O’Neill and Steve Charters
23. Using the Critical Incidents Technique to Understand Service
Quality in Tourist Accommodation 262
Gianna Moscardo
24. Factors of Satisfaction: A Case Study of Explore Park 274
Muzaffer Uysal
25. The Value of a Benchmarking Approach for Assessing Service
Quality Satisfaction in Environmental Tourism 282
Philip L. Pearce
26. The Development and Tracking of a Branding Campaign
for Brisbane 300
Noel Scott and Stephen Clark
27. The Rasch Model Applied to Customer Satisfaction in Marbella 314
José L. Santos-Arrebola
PART VI – CONCLUSION
28. Researching and Managing Tourism and Hospitality Service:
Challenges and Conclusions 327
Gianna Moscardo, Bruce Prideaux and Eric Laws
Index 335
Категорія: Англомовна література | Додав: Pharao | Теги: TOURISM, MANAGING, SERVICES, HOSPITALITY
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