Description
The aim of this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality. It provides a benchmark of current knowledge, and examines the range of research methods being applied to further develop tourism and hospitality service management research. It is hoped that this book will stimulate new research questions by highlighting tensions and challenges in the area.
Chapter
PART I – MANAGING CUSTOMER SATISFACTION
1. Quality and Service Management Perspectives
2. Convention Delegates – The Relationship Between Satisfaction with the Convention and with the Host Destination: A Case Study
3. Issues Pertaining to Service Recovery in the Tourism and Leisure Industries
4. Is Near Enough Good Enough? Understanding and Managing Customer Satisfaction with Wildlife-based Tourism Experiences
5. Management of Tourism: Conformation to Whose Standards?
PART II – COMPETITION AND COLLABORATION
6. Tiscover – Development and Growth
7. Co-branding in the Restaurant Industry
8. Airline Service Quality in an Era of Deregulation
PART III – SERVICE DESIGN AND IMPROVEMENT
9. Service System: A Strategic Approach to Innovate and Manage Service Superiority
10. Marketing Tourism Online
11. Guidelines for Professional Activity Services in Tourism – A Discussion About the Quality of a Tourist Experience Product
12. Tourism Development: Hard Core or Soft Touch?
13. Quality Management for Events
14. CAVIAR: Canterbury and Vladimir International Action for Regeneration – A Case Study of Techniques for Integrated Marketing, Service Quality and Destination Management
PART IV – MANAGING STAFF–CUSTOMER RELATIONS
15. Emotional Labour and Coping Strategies
16. Service Ethics for Ecotourism Guides
17. Effective Management of Hotel Revenue: Lessons from the Swiss Hotel Industry
18. Service Management in a World Heritage Area – Tourists, Cultures and the Environment
19. The Relationship Between Airline Cabin Service and National Culture: A Cabin Crew Perspective
20. Considerations in Improving Tourism and Hospitality Service Systems
PART V – RESEARCHING TOURISM AND HOSPITALITY SERVICE MANAGEMENT
21. The Role of Research in Improving Tourism and Hospitality Services: Measuring Service Quality
22. Service Quality at the Cellar Door: A Lesson in Services Marketing from Western Australia’s Wine-tourism Sector
23. Using the Critical Incidents Technique to Understand Service Quality in Tourist Accommodation
24. Factors of Satisfaction: A Case Study of Explore Park
25. The Value of a Benchmarking Approach for Assessing Service Quality Satisfaction in Environmental Tourism
26. The Development and Tracking of a Branding Campaign for Brisbane
27. The Rasch Model Applied to Customer Satisfaction in Marbella
28. Researching and Managing Tourism and Hospitality Service: Challenges and Conclusions
Managing Tourism and Hospitality Services
：Theory and International Applications
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