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.
About the Author
Gianna Moscardo is at James Cook University, Australia.
Table of Contents
Part I - Managing Customer Satisfaction Quality and Service Management Perspectives Convention Delegates - The Relationship between Satisfaction with the Convention and with the Host Destination: A Case Study Issues Pertaining to Service Recovery in the Tourism and Leisure Industries Is Near Enough Good Enough? Understanding and Managing Customer Satisfaction with Wildlife Based Tourism Experiences Management of Tourism: Conformation to Whose Standards?Part II - Competition and Collaboration Case Study: TISCOVER: Development and Growth Co-Branding in the Restaurant Industry Airline Service Quality in an Era of DeregulationPart III - Service Design and Improvement Service System: A Strategic Approach to Innovate and Manage Service Superiority Marketing Tourism On-Line Guidelines for Professional Activity Services In Tourism - A Discussion About the Quality of a Tourist Experience Product Tourism Development: Hard Core or Soft Touch? Quality Management for Events CAVIAR: Canterbury and Vladimir International Action for Regeneration - a case study for techniques for integrated marketing, service quality and destination management,Part IV - Managing Staff - Customer Relations Coping with the 'Performance' of Emotional Labour in the Tourism and Hospitality Industries Guiding Chinese Group Tours in Australia: An Analysis Using Role Theory Effective Management of Hotel Revenue: Lessons from the Swiss Hotel Industry Service Management in A World Heritage Area - Tourists, Cultures and The Environment The Relationship Between Airline Cabin Service and National Culture: A Cabin Crew Perspective Considerations in Improving Service SystemsPart V - Researching Tourism And Hospitality Service Management The Role of Research in Improving Tourism and Hospitality Services: Measuring Service Quality Service Quality at The Cellar Door: A Lesson in Services Marketing From Western Australia's Wine Tourism Sector Using the Critical Incidents Technique to Understand Service Quality in Tourist Accommodation Factors of Satisfaction: A Case Study of Explore Park The Value of a Benchmarking Approach for Assessing Service Quality Satisfaction in Environmental Tourism The Development and Tracking of a Branding Campaign for Brisbane The Rasch Model Applied to Customer Satisfaction in MarbellaPart VI - Conclusion Researching and Managing Tourism and Hospitality Service: Challenges and Conclusions