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
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