Managing Tourism and Hospitality Services, Theory and International Applications

Contents......Page 5
Contributors......Page 9
List of Figures......Page 13
List of Tables......Page 15
1. Quality and Service Management Perspectives......Page 19
2. Convention Delegates – The Relationship Between Satisfaction with the Convention and with the Host Destination: A Case Study......Page 33
3. Issues Pertaining to Service Recovery in the Tourism and Leisure Industries......Page 44
4. Is Near Enough Good Enough? Understanding and Managing Customer Satisfaction with Wildlife-based Tourism Experiences......Page 56
5. Management of Tourism: Conformation to Whose Standards?......Page 72
6. Tiscover – Development and Growth......Page 80
7. Co-branding in the Restaurant Industry......Page 91
8. Airline Service Quality in an Era of Deregulation......Page 101
9. Service System: A Strategic Approach to Innovate and Manage Service Superiority......Page 112
10. Marketing Tourism Online......Page 122
11. Guidelines for Professional Activity Services in Tourism – A Discussion About the Quality of a Tourist Experience Product......Page 133
12. Tourism Development: Hard Core or Soft Touch?......Page 144
13. Quality Management for Events......Page 163
14. CAVIAR: Canterbury and Vladimir International Action for Regeneration – A Case Study of Techniques for Integrated Marketing, Service Quality and Destination Management......Page 174
15. Emotional Labour and Coping Strategies......Page 188
16. Service Ethics for Ecotourism Guides......Page 199
17. Effective Management of Hotel Revenue: Lessons from the Swiss Hotel Industry......Page 213
18. Service Management in a World Heritage Area – Tourists, Cultures and the Environment......Page 227
19. The Relationship Between Airline Cabin Service and National Culture: A Cabin Crew Perspective......Page 236
20. Considerations in Improving Tourism and Hospitality Service Systems......Page 243
21. The Role of Research in Improving Tourism and Hospitality Services: Measuring Service Quality......Page 255
22. Service Quality at the Cellar Door: A Lesson in Services Marketing from Western Australia’s Wine-tourism Sector......Page 269
23. Using the Critical Incidents Technique to Understand Service Quality in Tourist Accommodation......Page 280
24. Factors of Satisfaction: A Case Study of Explore Park......Page 292
25. The Value of a Benchmarking Approach for Assessing Service Quality Satisfaction in Environmental Tourism......Page 300
26. The Development and Tracking of a Branding Campaign for Brisbane......Page 318
27. The Rasch Model Applied to Customer Satisfaction in Marbella......Page 332
28. Researching and Managing Tourism and Hospitality Service: Challenges and Conclusions......Page 345
E......Page 353
S......Page 354
Y......Page 355