Managing tourism and hospitality services : theory and international applications / edited by Bruce Prideaux, Gianna Moscardo, Eric Laws.

Includes bibliographical references and index.

pt 1. Managing customer satisfaction — 1. Quality and service management perspectives / Eric Laws, Bruce Prideaux and Gianna Moscardo — 2. Convention delegates - the relationship between satisfaction with the convention and with the host destination : a case study / Marg Deery and Leo Jago — 3. Issues pertaining to service recovery in the tourism and leisure industries / Shane Pegg and Ji-Hyun Suh — 4. Is near enough good enough? Understanding and managing customer satisfaction with wildlife-based tourism experiences / Gianna Moscardo — 5. Management of Tourism: Conformation to Whose Standards? / Noel Scott — Pt. 2. Competition and Collaboration — 6. Case study: Tiscover : development and growth / Dimitrios Buhalis, Karsten Kärcher and Matthew Brown — 7. Co-Branding in the Restaurant Industry / Maryam Khan — 8. Airline service quality in an era of deregulation / Dawna Rhoades, Rosemarie Reynolds and Blaise Waguespack — pt. 3. Service design and improvement — 9. Service system: a strategic approach to innovate and manage service superiority / Jay Kandampully and Ria Kandampully — 10. Marketing tourism on-line / Lorri Kreb and Geoffrey Wall — 11. Guidelines for professional activity services in tourism - a discussion about the quality of a tourist experience product / Raija Komppula — 12. Tourism development: hard core or soft touch? / Fiona Williams and Marsaili MacLeod — 13. Quality management for events / Donald Getz and Jack Carlson — 14. CAVIAR: Canterbury and Vladimir International Action for Regeneration - a case study for techniques for integrated marketing, service quality and destination management / Barbara Le Pelley and William Pettit — pt. 4. Managing staff - customer relations — 15. Coping with the 'performance' of emotional labour in the tourism and hospitality industries / Barbara Anderson — 16. Service ethics for ecotourism guides / Xin Yu and Betty Weiler— 17. Effective management of hotel revenue : lessons from the Swiss hotel industry / Kate Varini and Dimitrios Diamantis — 18. Service management in a world heritage area - tourists, cultures and the environment / Malcolm Cooper and Patricia Erfurt — 19. The relationship between airline cabin service and national culture: a cabin crew perspective / Bruce Prideaux and Samuel S. Kim — 20. Considerations in improving service systems / Eric Laws — pt. 5. Researching tourism and hospitality service management — 21. The role of research in improving tourism and hospitality services : measuring service quality / Simon Hudson, Graham A. Miller and Paul Hudson — 22. Service quality at the cellar door : a lesson in services marketing from western Australia’s wine tourism sector / Martin O'Neill and Steve Charters — 23. Using the critical incidents technique to understand service quality in tourist accommodation / Gianna Moscardo — 24. Factors of satisfaction : a case study of explore park / Muzaffer Uysal — 25. The value of a benchmarking approach for assessing service quality satisfaction in environmental tourism / Philip L Pearce — 26. The development and tracking of a branding campaign for Brisbane / Noel Scott and Stephen Clark — 27. The Rasch Model applied to customer satisfaction in Marbella / José L. Santos-Arrebola — pt. 6. Conclusion — 28. Researching and managing tourism and hospitality service: challenges and conclusions / Gianna Moscardo, Bruce Prideaux and Eric Laws — Index.

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.