Case Based Research in Tourism, Travel, Hospitality and Events

Case Based Research in Tourism, Travel, Hospitality and Events
	Foreword
	Contents
	List of Figures
	List of Tables
	Part I: Introduction
	Chapter 1: Case Study: An Underestimated Research and Pedagogical Method
		Introduction: Scope and Aims of the Book
		Case Study as a Research Method
		Case Study as a Pedagogical Method
		Book Content and Structure: How to Use the Case Studies
		Acknowledgments and Thanks
		References
	Part II: Experiences
	Chapter 2: Designing Servicescape and Experience with Art: Learnings from The d’Arenberg Cube, Australia
		Introduction
		Background: The d’Arenberg Cube Is Not Just a “Building”
		Servicescape Design: Theory and Practice at the d’Arenberg Cube
			External Design and Surrounding Areas
			Interior Design: Ambience, Functionality and Décor of the Interior Space
			Special Ambient Conditions
				Scents
				The Musicscape
				Visuals: Cartoons and Lighting
			Embedding Art into Servicescape Design for Designing Experiences
				Art to Be Consumed
				Art to Be Commoditised
				Art to Be Co-created
				Art as a Catalyst of Transformative Value
		Managing Servicescapes: Challenges for the d’Arenberg Cube
			Construction Limitations and Regulations
			Visitor Flow Management
			Managing Customer Expectations and Mixology
			Addressing the Next New Normal
		Servicescape Design and Human Behaviour
		Conclusions: Summarising the Business Dilemmas
		A.	Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
				Suggested Questions and Indicative Answers
		References
			Additional Reading
	Chapter 3: A Day in the Life of Guest Experience Stagers: The Saffire Freycinet Experience
		Introduction
		The Saffire Freycinet Experience: Instructions and Case Study
			Before Arriving: Getting Guests Excited
			Welcome to Saffire Freycinet
			The Private Pavilion
			Over a Whisky
			Goodbye Until Next Time
		Discussion and Questions
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
				Individual/Group Work: In Class Discussion
				Group Work: Personalisation Role Play
				Group Work: Servicescape Mood-Board
				Group Work: Service Blueprinting Infographic
				Assessment
			Analysis of Teaching Objectives
				The Hotel Experience
				Guest Journey and Service Blueprinting
				Hotel Experience Quality
				Staging, Co-creating and Managing Hotel Experiences
		Additional Readings
	Chapter 4: Extraordinary (Memorable) Experiences in Events: The Case of Skylighter Fireworx, Australia
		Introduction
		Background
			The Showmanship
			The Skylighter Experience
			Behind the Scenes
			Hiring the Right People
			Taking Care of the Team
			The Rock Star Syndrome
			Focusing on Sustainability
		Challenges
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
				Individual or Group Assessments (Formative & Summative)
				In-Class Activities
			Example Responses
		References
			Suggested Readings
	Chapter 5: Boom Then Bust at the George Hotel
		Introduction
		Literature Review Ethnocentric, Polycentric, and Geocentric Human Resource Management Strategies
		Cross Cultural Communication
		Virtual Teams and Communication
		Discussion a Good Beginning
		The Declining Years
		Where to from Here?
		Phone a Friend?
		The Best Laid Plans of Mice and Men
		Conclusion
		Appendix 5.1 LHG Organisation Chart
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Methodology
			Teaching Activities
				Teaching Activity #1
				Teaching Resources
				Teaching Activity #2
				Teaching Resources
				Teaching Activity #3
				Teaching Activity #3 Teaching Resources
		References
	Chapter 6: High-End Restaurants During COVID-19: The Beginning of a New Fine-Dining Era?
		Introduction
		Background
		COVID-19 – A Key Milestone for the Global Restaurant Sector
		Business Model Canvas
		High-End Restaurants During COVID-19
			Strengthened Collaboration with the Local Supply Chain
			Distribution Mode
			Solution-Oriented Adaptation of the Offering
			Increased Focus on Health and Safety
			Virtualisation of Dining and Cooking Experience
		Looking to the Future
		Your Challenge
		A. Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Example Responses
		Appendix 6.1 Suggested Business Model Canvas Template
		References
			Further Reading
	Part III: Operations
	Chapter 7: The Power of Words: A Case Study of Service Language in an Australian Five-Star Hotel
		Introduction
		Design and Method
		The Context/Scenario
		Front Desk
		Concierge and Porters
		The Restaurant
		Discussion
		Research Activities
			Essay/Presentation
			Project/Communication Training Strategy
		Conclusion
		A. Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Theoretical Framework
				Interpreting the Service language Model
			Indicative Responses to Research Activities
				Essay/Presentation
				Project/Communication Training Strategy
		Conclusion
		References
			Recommended Reading
	Chapter 8: Hidden Factors: Operations Management Implications for the Hayman Island Resort
		Introduction
		Design/Method
		The Whitsunday Region
		The Whitsundays Accommodation Market Overview and Findings
		InterContinental Hayman Island Resort
		Discussion and Activities
		Research Activities
			Essay/Presentation
			Project/Development of Operations management Plan
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach
		References
			Recommended Readings
	Chapter 9: Hotel Revenue Management Strategy – Impacts and Consequences of Changes in Management
		Introduction
		Scenario
			The Landorn Hotel Wollongong
			The Landorn International Brand
		Literature Review
		Discussion
			Alec’s Worries Increase When Profits Decrease
			Do We Already Have a Solution in Place Somewhere?
		Business Problem and Questions
		Conclusion
		Teaching Note
			Case Summary
			Target Audience
			Teaching and Learning Objectives
			Teaching Approach and Strategy
				Theoretical Perspectives for Guiding Students’ Discussion
				Individual or Group Work: In Class Discussion
				Assessment: Business Report or Group Presentation
		References
			Additional Reading Material
			To Know More About Each Market
			To Know More About Automated Revenue Management Systems
			Additional Reading
	Chapter 10: The Expansion of MexHospitality: Exploring the Ethical Implications of Hospitality Outsourcing
		Introduction
		Background
			MexHospitality
			Difficult Times Call for Difficult Decisions
			Outsourcing in Mexico
			A Difficult Vote
		Discussion
		Teaching Note
			Case Summary
			Target Audience
			Teaching Approach and Strategy
				Teaching Plan
			Pedagogical Strategies
			Trigger Questions
			Analysis
		References
			Suggested Readings and Resources
	Chapter 11: Exploring the Relationship Between Hotel Classification System and Service Quality: A Case Study of the Indian Hotel Industry
		Introduction
			Hotel Service Quality
			What Is the Hotel Classification System?
			Benefits of the Classification Process
			Hotel Classification Process in India
			Historical Background of the Hotel Rating System
		Types of Hotel Rating Systems
			Official Hotel Rating System
			Unofficial Hotel Rating System
			The Scenario of Classified Hotels in India
		Methodology
			The Instrument Used
			Sampling
			Source of the Data
			Data Collection
			Data Analysis
			Comparison of Perceptions About the Hotel Classification System Between Unclassified and Classified Hotel Managers
		Conclusion
		A. Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Analysis of Data
			Example Responses
			Suggested Group Activity
		References
			Suggested Readings
	Part IV: Technologies
	Chapter 12: How to Design a Smart Tourism Destination: The Case of Granada
		Introduction
		Background: e-GRANADA, a Smart Tourism Destination Program
		Theoretical Background: Smart Cities and Smart Tourism Destinations (STDs)
			Smart Cities
			Smart Tourism Destinations (STDs)
		STDs in Practice: The White Paper on Smart Tourist Destinations in Spain
			Technological Solutions for STDs
			Examples of STDs in Spain
				Barcelona
				Malaga
				Santander
				Benidorm
			The Perception of Academics and Experts of the Benefits of Using Technology in Tourism Destination
		Business Problems and Questions
		Conclusions
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach
		References
			Additional Reading
			Smart Cities and Smart Tourism Destinations: Definitions and Applications
			The Role of Technology in Smart Tourism Destinations
			Tourist Behavior in Smart Environments
	Chapter 13: Marketing Suburban Tourism Destinations on Social Media: The Case of the City of Joondalup, Western Australia
		Introduction
			Suburban Tourism
			Digital Tourists
			Social Exchange Theory
		Background and Findings
			Tourism in WA
			Tourism in the City of Joondalup, WA
			City of Joondalup’s Connectivity to Perth and Greater WA
			Existing Attractions
			City of Joondalup’s Digital Presence
		Discussion
		Conclusion
		Additional Material
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
				Suburban Tourism
				Digital Marketing
				Social Exchange Theory
		References
			Suggested Readings
	Chapter 14: Mandatory System Usage Behaviour: A Case Study in Australian Resorts
		Introduction
		Literature Review
			Categories of Mandatory System Usage Behaviour
		Research Methods
			Case Study Background
		Findings
			Participants
			Mandatory User Responses
			Deviant Responses
			Compliant Usage
			Reluctant Usage
			Engaged Usage
		Discussion
			Mandatory System Usage
			Underlying Reasons
			Recommendations and Action Plan
			Further Research Directions
		Conclusion
		Appendix 14.1
			Additional Material
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
		References
			Suggested Readings
	Chapter 15: EHS Hotels: Neuroimaging or Self-Reports When Evaluating Tourism Advertising and Websites?
		Introduction
		Market Consultancies and the Business Dilemma of EHS’ Marketing Department
		Theoretical Background: Questionnaires and Consumer Neuroscience in Market Research
		Two Marketing Consultancies: Idith and Neuronsy
			The Idith Quote
			The Neuronsy Quote
		Business Problems and Questions
			SCENARIO 1: Resort Exclusively to Self-Report Methods
			SCENARIO 2: Resort Exclusively to Consumer Neuroscience Methods
			SCENARIO 3: A Combination of Self-Report and Consumer Neuroscience Methods
		Conclusions
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach
			Guidelines for Boosting Student Discussion
			Additional Reading
				Consumer Neuroscience vs. Self-reports: Definitions, Advantages and Drawbacks
				Application of Consumer Neuroscience to Marketing Domains
				Consumer Neuroscience in the News
		References
	Part V: Strategy and Marketing
	Chapter 16: KASA Turkey: Solving a Strategy and Sales Issue While Keeping Core Values: An Intrepid Travel CASE STUDY
		Introduction
		Background of the Situation
		Company Background: Intrepid Travel
		Discussion and Current Situation: Intrepid’s Business Dilemma
		Conclusion
		Appendices
			Appendix 16.1: Sales Figures
			Appendix 16.2: Statistics: Visitor Numbers to Turkey
			Appendix 16.3: Nepal Campaign Successes
			Appendix 16.4: Additional Reading: Select Media Examples Included the Following
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach
			Suggested Questions for Student Discussions
			Example Responses
			Timeline
			Marketing
			Additional Readings
			Internet Sources
	Chapter 17: Strike While the Iron Is Hot: A Case of Market Opportunity for the Sydney Conference and Training Centre
		Introduction
		Design/Method
		The Context
		Location
		Site Facilities
		Access
		Visibility
		Views (Fig. 17.3)
		Transport Options
		Air
		Road
		Rail
		Bus
		Surrounding Land Uses
		Residential
		Business Parks
		Medical and Associated Government Offices
		The Northern Beaches Tourism Outlook
		Northern Beaches Council
		Ingleside Precinct
		Future Developments for Ingleside
		Competitors
		Services and Attractions in the Area
		National Parks
		Northern Beaches
		Baha’i House of Worship
		Horse Riding
		Bushwalking Tracks
		Golf Clubs
		Street Markets
		Events and Festivals
		Discussion and Activities
		Research Activities
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Example Responses
			Presentation
			Further Research
		References
	Chapter 18: When the Whole Is Greater than the Sum of Its Parts: Hotel Marketing Consortia as a Winning Strategy
		Introduction
		The Business Model of Hotel Marketing Consortia (HMC)
			The Nature of HMC
			Marketing Services and Other Benefits Provided by HMC
		HMC CEO Insights on Challenges and Success Factors of Strategic Collaborative Partnerships
			Motivations for Collaboration
			Level of Partner Commitment
			Strategic Flexibility
			Organisational Learning
			Balancing Payoffs
		Conclusions
		Appendix
			Hotel Marketing Consortia
			International Hotel Marketing Consortia ARTEH – Hotels and Resorts
				History
				Members
				Branding
			Leading Hotels of the World
				History
				Members
				Branding
			Relaís and Châteaux
				History
				Members
				Branding
			Preferred Hotels
				History
				Members
				Branding
			Design Hotels
				History
				Members
				Branding
			Great Hotels of the World (GHOW)
				History
				Members
				Branding
			Small Luxury Hotels (SLH)
				History
				Members
				Branding
		Teaching Note
			Introduction to the Teaching Notes
			Teaching Objectives Learning Outcomes
			Target Audience
			Teaching Approach and Strategy
			Scenario and Questions
			Example Responses
			Suggested Readings
		References
	Chapter 19: The Case of the Hogtown Hotel: Asset Management in Hospitality
		Introduction
		Findings
		The RevPAR Performance Conundrum
		Cost Containment Issues
			INCOME STATEMENT – Summary
		Discussion
		Conclusion
		Teaching Note
			Case Summary
			Teaching Objectives
			Target Audience
			Teaching Approach and Strategy
			Market Performance
			Summary Income Statement
	Chapter 20: Learning from Strategic Failures: What Really Happened to AtlasGlobal Airlines?
		Introduction
		The 19 Years of Business (2001–2020)
			From AtlasJet to AtlasGlobal in Five Phases
		Corporate and Business Level Strategies
			Corporate Level Strategy
			Business Level Strategy
		Discussion
		Conclusion
		A. Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Analysis
			Sample Answers
				Strategy Failures
		References
			Useful Websites
	Chapter 21: The Role of Strategic Stakeholder Groups in the Air Transport and Tourism Industries
		Introduction
		Aircraft Manufacturers: Commercial Airline Suppliers
		Commercial Airlines: Seat Inventory Producers
		Retail Travel Agents
		The Internet: GDS or NDC
			Amadeus Global Travel Distribution Systems
			Sabre Global Travel Distribution Systems
			Galileo and Travelport Global Travel Distribution Systems
		New Distribution Capability
		Industry Regulators: IATA and ICAO
		Airport Operators
		Discussion and Questions
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
		References and Suggested Readings
	Part VI: Destinations
	Chapter 22: Sustainable Tourism and Public Opinion: Examining the Language Surrounding the Closure of Uluru to Climbers
		Introduction
		Background
			The Role of Tourism in Australia
			The Significance of Uluru
			The Uluru Climb
		The Closure of the Climb
		Methodology
		Findings
			Closure of Uluru to Climbing: A Conflict of Perspectives
		Framing the Closure
		The Aftermath
		Discussion
			Behaviour Change in a ‘Bucket List’ Tourism Environment
		Conclusion
		Additional Material
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Example Responses
			Suggested Group Activity
		References
			Suggested Readings Social Media and Tourism
			First Nation’s People and Tourism
	Chapter 23: Decision-Making in Times of Crisis: Bringing Back Binna Burra Postbushfire
		Introduction
			Background
			Methodology
			Phases for Disaster Management: Prevention, Preparedness, Response and Recovery
		Findings
			Prevention
			Preparedness
			Response (to the Event)
			Recovery (from the Event)
			Future Vision for Binna Burra Lodge – “Reset. Reimagine. Recreate”
		Discussion
		Discussion Questions and Activities
			Learning Activity 1: Analysing the Stages of Disaster Management
			Learning Activity 2: Stakeholder Management During the Recovery Phase of a Disaster
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
				Learning Activity 1: Analysing the Stages of Disaster Management
				Learning Activity 2: Stakeholder Management During the Recovery Phase of a Disaster
			Analysis – Sample Answers
				Learning Activity 1: Analysing the Stages of Disaster Management
				Learning Activity 2: Stakeholder Management During Crises/Disasters
				Additional Discussion Questions
		References
			Additional References
	Chapter 24: Seasonality, Small-Scale Sustainable Events, and Local Professionals’ Perceptions: The Case of AlmiraMAN Triathlon Event
		Introduction
		Background: The Issue in Paralia Katerinis
		Theoretical Background
			The Seasonality Phenomenon
			Sustainability Dimensions
			The Role of Destination Management
			Local Professionals’ Challenges
		Examining the Case of AlmiraMAN Triathlon Sporting Events
			Challenges Faced by DMO Managers
				Research Development
			Results
				A. Seasonality
				B. Sustainability
				C. Events and Seasonality
		Issues to Be Addressed by DMO Managers
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Teaching Approach and Strategy
			Sample Answers
				Seasonality Mitigation
				Event Strategy Plan
				Sustainability and Other Challenges
		References
			Suggested Readings
			Seasonality Mitigation
			Event Strategy Plan
			Sustainability and Other Challenges
	Chapter 25: ‘Little Australia’: Unpacking Cosmopolitanism in Niseko, Japan
		Introduction
		Rural Tourism in Japan
		Introduction to the Research Site of Niseko, Japan
		The Situation
		Micro-Story 1: Kita-San
		Micro-Story 2: Shimizu-San
		Micro-Story 3: Brad
		Conclusion
		Teaching Note
			Case Summary
			Teaching and Learning Objectives
			Target Audience
			Teaching Approach and Strategy
			Case Study Questions
			Sample Answers
		References
			Suggested Readings
	Chapter 26: Repositioning Gold Coast: A Place Branding Perspective
		Introduction
		Place Branding: Identity and Image
		Gold Coast Identity
			Socio-Economic Assets
			Structural Assets
			Environmental Assets
		Gold Coast Image
		Discussion
		Conclusion
		Appendix 26.1 Additional Readings
		Teaching Note
			Repositioning Gold Coast: A Place Branding Perspective
				Case Summary
				Teaching and Learning Objectives
				Target Audience
				Teaching Approach and Strategy
				Analysis – Sample Answers
		References
	Correction to: Hotel Revenue Management Strategy – Impacts and Consequences of Changes in Management
		Correction to: Chapter 9 in: M. Sigala et al. (eds.), Case Based Research in Tourism, Travel, Hospitality and Events, https://doi.org/10.1007/978-981-16-4671-3_9
	Index