Managing tourism and hospitality services : theory and international applications / edited by Bruce Prideaux, Gianna Moscardo, Eric Laws
- Bib ID:
- 3663422
- Format:
- Book
- Online Version:
- Table of contents only
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- Publisher description
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- Description:
-
- Oxfordshire : CABI Publishing, c2006
- xvii, 337 p. : ill., map ; 25 cm.
- ISBN:
-
- 9781845930127
- 1845930126
- Summary:
-
Aims to enhance theoretical and practical understanding of quality management in tourism and hospitality. This book contains 28 chapters by international experts, highlighting the tensions and challenges in tourism and hospitality services management. Prideaus and Moscardo at James Cook University, Australia.
- Full contents:
-
- Machine derived contents note: Contents
- Acknowledgements
- Preface
- Part 1 - Managing Customer Satisfaction
- 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
- Marg Deery and Leo Jago
- 3. Issues Pertaining to Service Recovery in the Tourism and Leisure Industries
- Shane Pegg and Ji-Hyun 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
- Part 11 - Competition and Collaboration
- 6. Case Study: TISCOVER: Development and Growth
- Dimitrios Buhalis, Karsten Kr̃cher and Matthew Brown
- 7. Co-Branding in the Restaurant Industry
- Maryam Khan
- 8. Airline Service Quality in an Era of Deregulation
- Dawna Rhoades, Rosemarie Reynolds and Blaise Waguespack
- Part 111 - Service Design and Improvement
- 9. Service System: A StrategicApproach to Innovate and Manage Service
- Superiority
- Jay Kandampully and Ria Kandampully
- 10. Marketing Tourism On-Line
- Lorri Kreb and Geoffrey Wall
- 11. Guidelines for Professional Activity Services In Tourism - A Discussion About
- the Quality of a Tourist Experience Product
- Raija Komppula
- 12. Tourism Development: Hard Core or Soft Touch?
- Fiona Williams and Marsaili MacLeod
- 13. Quality Management for Events
- Donald Getz and Jack Carlson
- 14. CAVIAR: Canterbury and Vladimir International Action for Regeneration - a
- case study for techniques for integrated marketing, service quality and destination
- management
- Barbara Le Pelley and William Pettit
- Part 1V - Managing Staff - Customer Relations
- 15. Coping with the 'Performance' of Emotional Labour in the Tourism and
- Hospitality Industries
- Barbara Anderson
- 16. Service Ethics for Ecotourism Guides (NB - chapter on manuscript titled:
- "Guiding Chinese Group Tours in Australia: An Analysis Using Role
- Theory")
- Xin Yu and Betty Weiler
- 17. Effective Management of Hotel Revenue: Lessons from the Swiss Hotel Industry
- Kate Varini and Dimitrios Diamantis
- 18. Service Management in A World Heritage Area - Tourists, Cultures and The
- Environment
- Malcolm Cooper and Patricia Erfurt
- 19. The Relationship Between Airline Cabin Service and National Culture: A Cabin
- Crew Perspective
- Bruce Prideaux and Samuel S. Kim
- 20. Considerations in Improving Service Systems
- Eric Laws
- Part V - Researching Tourism And Hospitality Service Management
- 21. The Role of Research in Improving Tourism and Hospitality Services: Measuring
- Service Quality
- 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
- Martin O'Neill and Steve Charters
- 23. Using the Critical Incidents Technique to Understand Service Quality in Tourist
- Accommodation
- Gianna Moscardo
- 24. Factors of Satisfaction: A Case Study of Explore Park
- Muzaffer Uysal
- 25. The Value of a Benchmarking Approach for Assessing Service Quality
- Satisfaction in Environmental Tourism
- Philip L Pearce
- 26. The Development and Tracking of a Branding Campaign for Brisbane
- Noel Scott and Stephen Clark
- 27. The Rasch Model Applied to Customer Satisfaction in Marbella
- Jos ̌L. Santos-Arrebola
- Part V1 - Conclusion
- 28. Researching and Managing Tourism and Hospitality Service: Challenges and
- Conclusions
- Gianna Moscardo, Bruce Prideaux and Eric Laws
- Index.
- Notes:
- Includes bibliographical references and index.
- Subject:
- Other authors/contributors:
- Copyright:
-
In Copyright
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Copyright status was determined using the following information:
- Material type:
- Literary Dramatic Musical
- Published status:
- Published
- Publication date:
- 2006
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