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Improving lives by solving problems in agriculture and the environment...

Managing Tourism and Hospitality Services

Managing Tourism and Hospitality Services

Theory and International Applications

By B Prideaux, James Cook University, Australia

Edited by G Moscardo, James Cook University, Australia, E Laws, James Cook University, Australia

September 2006 / Hardback / 384 Pages / 9781845930127 £85.00 / €110.00 / $160.00
With 10% online discount: £76.50 / €99.00 / $144.00
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Main 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.

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 Satisfactionwith the Convention and with the Host Destination: A CaseStudy, M Deery and L Jago, James Cook University, Australia

Issues Pertaining to Service Recovery in the Tourism and LeisureIndustries, S Pegg and J-H Suh, University of Queensland, Australia

Is Near Enough Good Enough? Understanding and ManagingCustomer Satisfaction with Wildlife Based TourismExperiences, G Moscardo

Management of Tourism: Conformation to Whose Standards?N Scott, University of Queensland, AustraliaPart II - Competition and Collaboration

Case Study: TISCOVER: Development and Growth, D Buhalis,University of Surrey, UK, K Kärcher and M Brown, Tiscover AG,Innsbruck, Austria

Co-Branding in the Restaurant Industry, M Khan, HowardUniversity, USA

Airline Service Quality in an Era of Deregulation, D Rhoades,R Reynolds, Embry-Riddle Aeronautical University, Florida, USAand B Waguespack, College of Business, Daytona Beach, USAPart III - Service Design and Improvement

Service System: A Strategic Approach to Innovate and ManageService Superiority, J Kandampully and R Kandampully, OhioState University, USA

Marketing Tourism On-Line, L Kreb and G Wall, University ofWaterloo, Canada

Guidelines for Professional Activity Services In Tourism - ADiscussion About the Quality of a Tourist Experience Product,R Komppula, University of Joensuu, Finland

Tourism Development: Hard Core or Soft Touch?, F Williamsand 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 forRegeneration - a case study for techniques for integratedmarketing, service quality and destination management,B Le Pelley and W PettitPart IV - Managing Staff - Customer Relations

Coping with the 'Performance' of Emotional Labour in theTourism and Hospitality Industries, B Anderson, University ofSouth Australia, Australia

Guiding Chinese Group Tours in Australia: An Analysis UsingRole Theory, X Yu and B Weiler, Monash University, Australia

Effective Management of Hotel Revenue: Lessons from the SwissHotel Industry, K Varini, Ecole Hoteliere Lausanne, Switzerlandand 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 NationalCulture: A Cabin Crew Perspective, B Prideaux and S S Kim,Sejong University, Korea

Considerations in Improving Service Systems, E LawsPart V - Researching Tourism And Hospitality ServiceManagement

The Role of Research in Improving Tourism and HospitalityServices: Measuring Service Quality , S Hudson, HaskayneSchool of Business, Canada, G A Miller, University of Surrey, UKand P Hudson, JMC Holidays

Service Quality at The Cellar Door: A Lesson in ServicesMarketing From Western Australia's Wine Tourism Sector,M O'Neill, Auburn University, USA and S Charters, Edith CowanUniversity, Australia

Using the Critical Incidents Technique to Understand ServiceQuality 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 ServiceQuality Satisfaction in Environmental Tourism, P L Pearce, JamesCook University, Australia

The Development and Tracking of a Branding Campaign forBrisbane, N Scott and S Clark, Tourism Queensland, Australia

The Rasch Model Applied to Customer Satisfaction inMarbella, J L Santos-Arrebola, University of Malaga, SpainPart VI - Conclusion

Researching and Managing Tourism and Hospitality Service:Challenges and Conclusions, G Moscardo, B Prideaux andE Laws

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