Case Based Research in Tourism, Travel, and Hospitality: Rethinking Theory and Practice

Contents
About the Editors
Contents
List of Figures
List of Tables
Chapter 1: Introduction: Case-Based Research in Tourism, Travel, and Hospitality: Rethinking Theory and Practice
	Introduction: Scope and Aims of the Book
	Authentic Learning and Authentic Assessment
	Case Study as a Method
	Book Content and Structure: How to Use the Case Studies
	References
Part I: Leadership and Strategy
	Chapter 2: Leadership and Agility: What Can We Learn from Melbourne Quarantine Hotel During the COVID-19 Pandemic?
		Introduction
		Theoretical Background
			Leadership in Times of Disruptive Change
			Transformational Leadership Factors
			Transactional Leadership Factors
			Laissez-Faire Leadership Factor
			Strategic Agility
		Case Study Design Method
		Case Study Background
		Case Study Context: ‘Hotel QH’
		The Rapid Strategic Turnaround
		Conflicting Views of Work Safety and Well-Being Support
		Changes Impacting Leadership
		The New Normal
		Discussion and Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Case Study Questions and Indicative Answers
			Teaching Approach and Strategy
		Appendices
			Appendix 1: Leadership Worksheet for Question Two
			Appendix 2: Leadership Traits Worksheet for Question Three
		References
	Chapter 3: COVID-19 Disruption at Mullaloo Wharf Apartment Hotel: Choosing a Strategic Route to Success
		Introduction
		Apartment Hotels
		Organisation’s Internal and External Environment
		Porter’s Generic Strategies
		Case Study Context
		Environmental Scanning: External and Internal Environments
			Tourism in WA
			Corporate and Business Travel
			Internal Environment
			Manager’s Dilemma: What Are the Next Steps in the Post-COVID Disruption?
		Discussion and Questions
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Theoretical Perspectives to Guide Student’s Discussion
				Apartment Hotels
			Environmental Scanning of Internal and External Environments
			Porter’s Generic Strategies
		References
			Suggested Readings
	Chapter 4: Social Media and Crisis Communication: Managing or Creating a Crisis? Lessons Learnt from Hotel Amarilis
		Introduction
		Theoretical Background
			Crisis Communication in Tourism
				Crisis Communication: Matching the Type and Attribution of Crisis Responsibility
				Crisis Communication: Varying the Message and Focus Based on the Stage of the Crisis
		Social Media and Crisis Communication in Tourism
		Context of the Case Study
			Tourism, Greece and COVID-19
		Amarilis Hotel
		Crisis Communication by Amarilis Hotel
		Questions for Discussions
		Conclusions
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Indicative Answers
		References
	Chapter 5: Sales Leadership in Tourism: The Case of Contiki Canada
		Introduction
		Contiki Tours: Organisational Overview
		Issues
		Findings
			How It Started: Canadians Leading the Way
			How the Industry Is Changing Alongside Them: Small Group Adventure
				Travel
			Things Are Changing Worldwide: How the Global Brand Was Affected
			Contiki’s Next Step: How Their Strategy Evolved
			No More Problems: Why CSP Worked at Contiki
		Contiki Tour Results
		Discussion
			What to Do Now?
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Analysis
			Assignment Questions
		References
Part II: Innovation and Entrepreneurship
	Chapter 6: Measuring Hotel and Resort Performances During and Post-COVID-19: A Balanced Scorecard Approach
		Introduction
		Theoretical Background
			The Balanced Scorecard Approach: Assessing Hotel and Resort Performance
				Traditional BSC Perspectives
				Environmental and Social Perspectives
			Hotel and Resort Benchmarking
		Data Collection
			Case Study Background: Resort#A
		Performance Measurement Systems and Practices in Resort#A
			Financial Perspective
			Customer Perspective
			Internal Process Perspective
			Leading and Growth Perspective
			Environmental Perspective
			Social Perspective
		Student Discussion and Activities
			BSC Perspectives
			Benchmarking
			Recommendations and Action Plan
			Further Research Directions
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Indicative Answers
				BSC Perspectives
				Benchmarking
				Recommendations and Action Plan
				Further Research Directions
		References
	Chapter 7: Yoho Bed: Scaling Up a Platform Business in the Hospitality Industry
		Introduction
		Background
		Early Challenges
		Tourism Industry in Sri Lanka
		The Business Idea
		The Market
		The Business Model
		Where to From Here?
			Pursue Organic Growth
			Pursue Expansive Growth
			Go International
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Discussion Questions
			Supplementary Readings
				Sharing Economy, Platforms, and Network Effects
				Strategy
				Marketing
				Sri Lanka Tourism
				Useful Websites
		References
	Chapter 8: Cutting Retention with a Knife: Managing COVID-19-Impacted Turnover Within the Rooms and Culinary Departments at Fairmont Banff Springs
		Introduction
		Job Embeddedness’ Impact on Employee Turnover
		About Fairmont Banff Springs
		Impact of COVID-19 on the Hotel Industry
		Rethinking Retention at Fairmont Banff Springs
		Discussion
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
				Individual or Group Lesson Plan (60–70 min)
				Role-Playing Plan (50–60 min)
			Analysis
			Additional Readings
		References
	Chapter 9: Driving Innovation and Embracing Change During a Pandemic with Pricing and Analytics Automation: The Case of ALH Hotels
		Introduction
		ALH Hotels Case Study
			About ALH Hotels
			Transition to a Manual Revenue Management Process
			Impact of COVID-19 on ALH Hotels
			Finding the Right RM Solution
				Business Requirements
				Benefits to Automation
				The Solution: Pace Revenue
			Successful Results Throughout the Year
				Success Story: Nightcap at the Ship Inn Busselton, WA
			Reopening States and Markets: Looking Towards the Future
		Discussion and Questions
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Theoretical Perspectives to Guide Students’ Discussion
			Individual or Group Work: In Class Discussion
			Assessment: Business Report or Group Presentation
		References
			Additional Reading Material
	Chapter 10: Closing the Service Innovation Gap in Hospitality Management: The Case of a Fast-Food Chain in Switzerland
		Introduction
		The Service Innovation Gap
		The Project
		Results
		Conclusions
		Case Study Questions
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Analysis: Sample of Indicative Answers
			Note
		References
	Chapter 11: Product Development for the HAJ Restaurant Chain Based on Financial, Resilience, and Stakeholder Perspectives
		Introduction
		Stakeholder Perspective in Product Development
		Resilience in Product Development
		Restaurants Strategy During Pandemic
		Background: HAJ Restaurant Chain
		Financial
		Resilience
		Stakeholders
		Discussion
			Management Perspectives
			Indicators
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Teaching Approach and Strategy
			Target Audience
			Recommendations
		Appendix 1: Proposed Teaching Plan
		References
Part III: Sustainability and Community Engagement
	Chapter 12: Community Involvement in Cultural Heritage Tourism: The Case of Ngorongoro Conservation Area, Tanzania
		Introduction
		Community Involvement in Cultural Heritage Sites: An Overview of the Tourist Industry
			Maasai Cultural Heritage and Culture
			Impact of Covid-19 on Revenue Generated from Cultural-Related Activities at the Bomas
			Adapting to the Covid-19 Pandemic at Ngorongoro: The Case of Tanzania
		Discussion and Questions
			Research Activities
			Management Plan
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach
		References
			Additional Reading
	Chapter 13: Sustainable Tourism Development: The Challenges of Small Businesses in a Shadow Destination
		Introduction
		The Shadow Destination of Duved: Dilemmas for the Destination
		The Case of Outdoor Hub in Duved: Dilemmas for the Company
		Discussion
		Questions for Discussion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Strategy and Activities
			Analysis
		References
	Chapter 14: Backwater Tourism and Houseboat Operations in Vembanad, Kerala: Competing Uses and Management Conflicts
		Study Context: Kerala and Its Backwaters
		Compromised Carrying Capacity of the Lake Due to Houseboat Operations
			Pre-1980s: Before the Commencement of Houseboat Tourism
			Post-1980 to Early 2000: Changing Use of Houseboats
			2000–2017: Expansion of Houseboat Tourism and Increasing Environmental Concerns
			2018–2022: Legal Contestations and Responses During Floods and COVID
		Theoretical Underpinning and Framework
		Discussion
		Interventions for Managing Backwater Tourism and Houseboat Operations
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Analysis: Sample of Indicative Answers
		References
			Additional Reading
Index