Titel: Managing Tourism and Hospitality Services: Theory and International Applications
Herausgegeben von B. Prideaux, Gianna Moscardo, Eric Laws
September 2006 - gebunden - 337 Seiten
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.
Part I - Managing Customer Satisfaction; * Quality and Service Management Perspectives, E Laws, London, B Prideaux and G Moscardo, James Cook University, Australia; * Convention Delegates - The Relationship between Satisfaction with the Convention and with the Host Destination: A Case Study, M Deery and L Jago, James Cook University, Australia; * Issues Pertaining to Service Recovery in the Tourism and Leisure Industries, S Pegg and J-H Suh, University of Queensland, Australia; * Is Near Enough Good Enough? Understanding and Managing Customer Satisfaction with Wildlife Based Tourism Experiences, G Moscardo; * Management of Tourism: Conformation to Whose Standards? N Scott, University of Queensland, Australia; Part II - Competition and Collaboration; * Case Study: TISCOVER: Development and Growth, D Buhalis, University of Surrey, UK, K Karcher and M Brown, Tiscover AG, Innsbruck, Austria; * Co-Branding in the Restaurant Industry, M Khan, Howard University, USA; * Airline Service Quality in an Era of Deregulation, D Rhoades, R Reynolds, Embry-Riddle Aeronautical University, Florida, USA and B Waguespack, College of Business, Daytona Beach, USA; Part III - Service Design and Improvement; * Service System: A Strategic Approach to Innovate and Manage Service Superiority, J Kandampully and R Kandampully, Ohio State University, USA; * Marketing Tourism On-Line, L Kreb and G Wall, University of Waterloo, Canada; * Guidelines for Professional Activity Services In Tourism - A Discussion About the Quality of a Tourist Experience Product, R Komppula, University of Joensuu, Finland; * Tourism Development: Hard Core or Soft Touch?, F Williams and M MacLeod, Scottish Agricultural College, Scotland; * Quality Management for Events, D Getz, University of Calgary, Canada and J Carlson, Curtin University of Technology, Australia; * CAVIAR: Canterbury and Vladimir International Action for Regeneration - a case study for techniques for integrated marketing, service quality and destination management, B Le Pelley and W Pettit; Part IV - Managing Staff - Customer Relations; * Coping with the 'Performance' of Emotional Labour in the Tourism and Hospitality Industries, B Anderson, University of South Australia, Australia; * Guiding Chinese Group Tours in Australia: An Analysis Using Role Theory, X Yu and B Weiler, Monash University, Australia; * Effective Management of Hotel Revenue: Lessons from the Swiss Hotel Industry, K Varini, Ecole Hoteliere Lausanne, Switzerland and D Diamantis, La Roches Management School, Switzerland; * Service Management in A World Heritage Area - Tourists, Cultures and The Environment, M Cooper and P Erfurt, Ritsumeikan Asia Pacific University, Japan; * The Relationship Between Airline Cabin Service and National Culture: A Cabin Crew Perspective, B Prideaux and S S Kim, Sejong University, Korea; * Considerations in Improving Service Systems, E Laws; Part V - Researching Tourism And Hospitality Service Management; * The Role of Research in Improving Tourism and Hospitality Services: Measuring Service Quality, S Hudson, Haskayne School of Business, Canada, G A Miller, University of Surrey, UK and P Hudson, JMC Holidays; * Service Quality at The Cellar Door: A Lesson in Services Marketing From Western Australia's Wine Tourism Sector, M O'Neill, Auburn University, USA and S Charters, Edith Cowan University, Australia; * Using the Critical Incidents Technique to Understand Service Quality in Tourist Accommodation, G Moscardo; * Factors of Satisfaction: A Case Study of Explore Park, M Uysal, Virginia Polytechnic Institute and State University, USA; * The Value of a Benchmarking Approach for Assessing Service Quality Satisfaction in Environmental Tourism, P L Pearce, James Cook University, Australia; * The Development and Tracking of a Branding Campaign for Brisbane, N Scott and S Clark, Tourism Queensland, Australia; * The Rasch Model Applied to Customer Satisfaction in Marbella, J L Santos-Arrebola, University of Malaga, Spain; Part VI - Conclusion; * Researching and Managing Tourism and Hospitality Service: Challenges and Conclusions, G Moscardo, B Prideaux and E Laws.