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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
  • 1: Quality and Service Management Perspectives, E Laws, London,B Prideaux and G Moscardo, James Cook University, Australia
  • 2: Convention Delegates - The Relationship between Satisfactionwith the Convention and with the Host Destination: A Case Study, M Deery and L Jago, James Cook University, Australia
  • 3: Issues Pertaining to Service Recovery in the Tourism and Leisure Industries, S Pegg and J-H Suh, University of Queensland, Australia
  • 4: Is Near Enough Good Enough? Understanding and Managing Customer Satisfaction with Wildlife Based Tourism Experiences, G Moscardo
  • 5: Management of Tourism: Conformation to Whose Standards?N Scott, University of Queensland, Australia
  • Part II: Competition and Collaboration
  • Case Study 1: TISCOVER: Development and Growth, D Buhalis,University of Surrey, UK, K Kärcher and M Brown, Tiscover AG,Innsbruck, Austria
  • 6: Co-Branding in the Restaurant Industry, M Khan, HowardUniversity, USA
  • 7: 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, USA
  • Part III: Service Design and Improvement
  • 8: Service System: A Strategic Approach to Innovate and ManageService Superiority, J Kandampully and R Kandampully, OhioState University, USA
  • 9: Marketing Tourism On-Line, L Kreb and G Wall, University of Waterloo, Canada
  • 10: Guidelines for Professional Activity Services In Tourism - A Discussion About the Quality of a Tourist Experience Product,R Komppula, University of Joensuu, Finland
  • 11: Tourism Development: Hard Core or Soft Touch?, F Williamsand M MacLeod, Scottish Agricultural College, Scotland
  • 12: Quality Management for Events, D Getz, University of Calgary,Canada and J Carlson, Curtin University of Technology, Australia
  • 13: CAVIAR: Canterbury and Vladimir International Action forRegeneration - 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
  • 14: Coping with the 'Performance' of Emotional Labour in theTourism and Hospitality Industries, B Anderson, University ofSouth Australia, Australia
  • 15: Guiding Chinese Group Tours in Australia: An Analysis Using Role Theory, X Yu and B Weiler, Monash University, Australia
  • 16: Effective Management of Hotel Revenue: Lessons from the SwissHotel Industry, K Varini, Ecole Hoteliere Lausanne, Switzerlandand D Diamantis, La Roches Management School, Switzerland
  • 17: Service Management in A World Heritage Area - Tourists,Cultures and The Environment , M Cooper and P Erfurt,Ritsumeikan Asia Pacific University, Japan
  • 18: The Relationship Between Airline Cabin Service and National Culture: A Cabin Crew Perspective, B Prideaux and S S Kim,Sejong University, Korea
  • 19: Considerations in Improving Service Systems, E Laws
  • Part V: Researching Tourism And Hospitality Service Management
  • 20: 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, UKand P Hudson, JMC Holidays
  • 21: 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
  • 22: Using the Critical Incidents Technique to Understand Service Quality in Tourist Accommodation, G Moscardo
  • 23: Factors of Satisfaction: A Case Study of Explore Park, M Uysal,Virginia Polytechnic Institute and State University, USA
  • 24: The Value of a Benchmarking Approach for Assessing Service Quality Satisfaction in Environmental Tourism, P L Pearce, James Cook University, Australia
  • 25: The Development and Tracking of a Branding Campaign for Brisbane, N Scott and S Clark, Tourism Queensland, Australia
  • 26: The Rasch Model Applied to Customer Satisfaction inMarbella, J L Santos-Arrebola, University of Malaga, Spain
  • Part VI: Conclusion
  • 27: Researching and Managing Tourism and Hospitality Service:Challenges and Conclusions, G Moscardo, B Prideaux andE Laws

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