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This chapter discusses the skill set and requisites necessary to effectively manage revenue in hotels, based on the experience of the Swiss hotel industry. Further, the chapter also discusses the challenges that the revenue manager can face in terms of different products that will deliver in...
This chapter is a record of interviews with Chi Lo, sustainability and social responsibility specialist of the Pacific Asia Travel Association (PATA), and Senal Siriwardene, an experiential architect at Jetwing Hotels, about the position of their organization/company on elephants and tourism.
This chapter examines how service marketing decisions on branding, positioning, enhancement to core services, advertising and pricing have consequences for tourists' purchasing behaviour and influence their expectations of service quality. A case study illustrates how two hotels in Australia...
The COVID-19 outbreak has changed rapidly the business operation and travel behavior of global communities and calls for research on resilience. This study aims to identify the changing destination image of Thailand as a MICE destination during crises and examine the resilience of Thai MICE...
This paper considers the way in which operators and destination authorities can work within a destination region; illustrating how the problems, resulting from different geographic scales and the objectives of business units and government agencies, can be tackled through cooperative marketing...
"Quality tourism experiences," including its singular form, is a well used phrase in tourism industry literature and traveller dialogues. Yet definitions of a quality tourism experience remain elusive. Tourism studies, recreation and marketing literature similarly resonate with numerous...
This chapter studies one particular method for examining and improving customer perceptions of service quality: the critical incidents technique (CIT). In particular, the chapter reviews the use of CIT in tourism and hospitality and presents the results of a study of critical incidents reported by...
This paper examines issues involved in the definition, creation, and use of knowledge about the Chinese outbound market. It provides an initial view of the type of knowledge required by tourism managers in Australia, some suggestions about where this knowledge is available, or how it may be...
This chapter addresses four key issues: (1) the emergence of the wine-tourism phenomenon within Australia and the importance of the service quality issue to the future development and success of this sector; (2) the difficulties faced by cellar door operators in their efforts to continually exceed...
This book analyses the nature and quality of service experiences for the tourism and hospitality industry's clients, its staff and others affected by its operations. It draws together several approaches for the study of tourist satisfaction, equating this with quality in tourism and hospitality...