The overall aim in bringing together the various projects reported in this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality. Taken together, the collection of work provides a benchmark of current knowledge, and examines the range of research methods being applied to further develop tourism and hospitality service management research. managing Tourism and Hospitality Services contains 28 chapters by international experts, and 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, servi.
Number Of Pages: 337
Published: 30th November 2006