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CAB eBooks

Ebooks on agriculture and the applied life sciences from CAB International

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CABI Book Info
Cover for Managing hospitality experiences.

This textbook provides a detailed insight into the ways in which hospitality experiences are designed and delivered. It covers management issues such as marketing, human resources, operations, quality management, facilities management, project management, and strategy, and is supported throughout...

Author(s)
Kenyon, A. J.; Robinson, P.; Musgrave, J.
ISBN
2020 CABI (H ISBN 9781789242034)
Type
Book
CABI Book Chapter Info
Cover for Introduction.

This is an introduction to a book exploring the growing demand on hospitality managers to incorporate consumer experiences at the forefront of service. An overview is presented of the chapters, which are framed around the themes of (i) people, (ii) service and (iii) places.

Author(s)
Musgrave, J.
ISBN
2020 CABI (H ISBN 9781789242034)
Type
Book chapter
CABI Book Chapter Info
Cover for Customer service.

The focus of this chapter is on customer service and how tour operators can improve service quality, which is not just a matter of managing the customer/provider interface but also how service quality may be assessed. This leads on to addressing customer satisfaction and loyalty and ways in which...

Author(s)
Holland, J.; Leslie, D.
ISBN
2018 CABI (H ISBN 9781780648231)
Type
Book chapter
CABI Book Chapter Info
Cover for The service delivery process.

This chapter takes a pragmatic approach to the theories surrounding the service concept, service quality and managing services. It begins with a discussion on the background to the topic and outlines some of the external issues influencing organizations operating in the eating-out market. It then...

Author(s)
Robinson, P.; Cox, P.; Cooper, S.; Rahimi, R.
ISBN
2020 CABI (H ISBN 9781789242034)
Type
Book chapter
CABI Book Chapter Info
Cover for Quality in hospitality services.

The main purpose of this chapter is to give an overview of how important experiential marketing is for quality in hospitality services. With this aim in mind, the chapter opens by defining service experience, setting the scene for service encounters and giving credit to the huge role service plays...

Author(s)
Díaz Meneses, G.
ISBN
2020 CABI (H ISBN 9781789242034)
Type
Book chapter
CABI Book Chapter Info
Cover for Operations management in tourism.

This chapter considers the role of operations management in a tourism context and demonstrates the importance of operational management techniques in the delivery of the entire visitor experience. The chapter also provides a reasonably detailed outline of a wide range of concepts, which are...

Author(s)
Robinson, P.; Lück, M.; Smith, S.
ISBN
2020 CABI (H ISBN 9781789241488)
Type
Book chapter
CABI Book Chapter Info
Cover for Service and experience design.

This chapter examines the principles and methods involved in designing quality into the leisure, events, tourism and sport (LETS) product or service and the way it is experienced by the consumer. In highlighting the factors that are significant in designing service systems and processes, it...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter
CABI Book Chapter Info
Cover for Measuring service quality and satisfaction.

This chapter explains the principles and main techniques of measuring service quality and consumer satisfaction used in the leisure, events, tourism and sport (LETS) industry. Quantitative methods of measuring service quality are discussed, focusing on the SERVQUAL approach as its variants are the...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter
CABI Book Chapter Info
Cover for Tourism administration.

This chapter discusses the administrative functions and administrative areas in tourism, as well as service quality management, innovation management, and strategic management in tourism.

Author(s)
Lohmann, G.; Panosso Netto, A.; Mondo, T. S.
ISBN
2017 CABI (H ISBN 9781780647159)
Type
Book chapter
CABI Book Chapter Info
Cover for The LETS experience economy.

This chapter examines the growth in the importance of the experience economy and the nature of the leisure, events, tourism and sport (LETS) consumer experience, and considers their implications for the management of service quality. Factors in the relationship between service quality and the LETS...

Author(s)
Buswell, J.; Williams, C.; Sutton, C.
ISBN
2017 CABI (H ISBN 9781780645445)
Type
Book chapter

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