Managing tourism and hospitality services: theory and international applications
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| Format: | Book |
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| Language: | English |
| Published: |
Wallingford, UK [u.a.]
CABI
2006
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| Subjects: | |
| Online Access: | Table of contents only Publisher description Inhaltsverzeichnis |
| Item Description: | Angekündigt als: Tourism and hospitality services management Includes bibliographical references and index |
| Physical Description: | XVII, 337 S. graph. Darst., Kt. 25 cm |
| ISBN: | 9781845930127 1845930126 |
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| 245 | 1 | 0 | |a Managing tourism and hospitality services |b theory and international applications |c ed. by Bruce Prideaux ... |
| 246 | 1 | 3 | |a Tourism and hospitality services management |
| 264 | 1 | |a Wallingford, UK [u.a.] |b CABI |c 2006 | |
| 300 | |a XVII, 337 S. |b graph. Darst., Kt. |c 25 cm | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Angekündigt als: Tourism and hospitality services management | ||
| 500 | |a Includes bibliographical references and index | ||
| 650 | 4 | |a Accueil (Tourisme) - Gestion | |
| 650 | 4 | |a Tourisme - Gestion | |
| 650 | 4 | |a Hospitality industry |x Management | |
| 650 | 4 | |a Tourism |x Management | |
| 700 | 1 | |a Prideaux, Bruce |e Sonstige |4 oth | |
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Record in the Search Index
| _version_ | 1804137808617537537 |
|---|---|
| adam_text | Contents
Contributors ix
List of Figures xiii
list of Tables xv
PART I - MANAGING CUSTOMER SATISFACTION
1. Quality and Service Management Perspectives 1
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 15
Leo Jago and Marg Deery
3. Issues Pertaining to Service Recovery in the Tourism and Leisure
Industries 26
Shane Pegg and J.-H.K. Suh
4. Is Near Enough Good Enough? Understanding and Managing
Customer Satisfaction with Wildlife-based Tourism
Experiences 38
Gianna Moscardo
5. Management of Tourism: Conformation to Whose Standards? 54
Noel Scott
PART U - COMPETITION AND COLLABORATION
6. Tiscover - Development and Growth 62
Dimitrios Buhalis, Karsten Karcher and Matthew Brown
7. Co-branding in the Restaurant Industry 73
Maryam Khan
8. Airline Service Quality in an Era of Deregulation 83
Dawna Rhoades, Rosemarie Reynolds and Blaise Waguespack, Jr
v
vi Contents
PART ID - SERVICE DESIGN AND IMPROVEMENT
9. Service System: A Strategic Approach to Innovate and
Manage Service Superiority 94
Jay Kandampully and Ria Kandampully
10. Marketing Tourism Online 104
Lorri Krebs and Geoffrey Wall
11. Guidelines for Professional Activity Services in Tourism -
A Discussion About the Quality of a Tourist Experience Product 115
Raija Komppula
12. Tourism Development: Hard Core or Soft Touch? 126
Fiona Williams and Marsaili MacLeod
13. Quality Management for Events 145
Donald Getz and Jack Carlsen
14. CAVIAR: Canterbury and Vladimir International Action for
Regeneration - A Case Study of Techniques for Integrated
Marketing, Service Quality and Destination Management 156
Barbara Le Pelley and William Pettit
PART IV - MANAGING STAFF-CUSTOMER RELATIONS
15. Emotional Labour and Coping Strategies 170
Barbara Anderson
16. Service Ethics for Ecotourism Guides 181
Xin Yu and Betty Weller
17. Effective Management of Hotel Revenue: Lessons from the
Swiss Hotel Industry 195
Kate Varini and Dimitrios Diamantis
18. Service Management in a World Heritage Area - Tourists,
Cultures and the Environment 209
Malcolm Cooper and Patricia Erfurt
19. The Relationship Between Airline Cabin Service and National
Culture: A Cabin Crew Perspective 218
Bruce Prideaux and Seongseop Kim
20. Considerations in Improving Tourism and Hospitality
Service Systems 225
Eric Laws
PART V - RESEARCHING TOURISM AND HOSPITALITY SERVICE MANAGEMENT
21. The Role of Research in Improving Tourism and Hospitality
Services: Measuring Service Quality 237
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 251
Martin O Neill and Steve Charters
Contents vii
23. Using the Critical Incidents Technique to Understand Service
Quality in Tourist Accommodation 262
Gianna Moscardo
24. Factors off Satisfaction: A Case Study of Explore Park 274
Muzaffer LJysa/
25. The Value off a Benchmarking Approach for Assessing Service
Quality Satisfaction in Environmental Tourism 282
Philip L. Pearce
26. The Development and Tracking of a Branding Campaign
for Brisbane 300
Noel Scott and Stephen Clark
27. The Rasch Model Applied to Customer Satisfaction in Marbella 314
Jose L. Santos-Arrebola
PART VI - CONCLUSION
28. Researching and Managing Tourism and Hospitality Service:
Challenges and Conclusions 327
Gianna Moscardo, Bruce Prideaux and Eric Laws
Index 335
List of Figures
Fig. 4.1. A mindfulness model of wildlife-based tourist experiences 42
Fig. 5.1. Sales of Schoolies accommodation by Breakfree Holidays,
1989-2001 59
Fig. 6.1. Comparison of www.austria.info and www.tiscover.at 64
Fig. 6.2. Range of stakeholders, customers and suppliers of Tiscover 66
Fig. 6.3. Page views for Tiscover 69
Fig. 6.4. Booking and reservation requests for Tiscover 69
Fig. 6.5. Visits to Tiscover 70
Fig. 10.1. Sources of information used by Banff winter visitors 109
Fig. 10.2. Internet use and stages of travel of Banff winter visitors 110
Fig. 10.3. Importance of type of information available 111
Fig. 11.1. Prerequisites for the customer-oriented tourist product 119
Fig. 11.2. Packaged tourist product. Source: Komppula and Boxberg
(2002, p. 25) 120
Fig. 11.3. An example of a typical Finnish incentive product 121
Fig. 12.1. Diagrammatic summary of the research proposition 129
Fig. 12.2. The case-study regions. Note: The region of L Alcoia, Spain, forms
part of the larger administrative region of Camp de Morvedre 131
Fig. 12.3. Purpose of visit 134
Fig. 13.1. 1998 Margaret River Surfing Masters Stage 1: approach and orientation 152
Fig. 13.2. 1998 Margaret River Surfing Masters, Stage 2. On-site Visitor
Experiences 153
Fig. 14.1. Tourist arrivals in Vladimir, 1991-1997 157
Fig. 14.2. SWOT analysis 161
Fig. 14.3. Partnership agreement 163
Fig. 14.4. SADT conceptual diagram 165
Fig. 14.5. SADT Tourism Development Model.@Normal: 166
Fig. 17.1. How managers inform key selling staff of their strategic decisions 204
Fig. 17.2. Forecast daily for the next 3 days, 10 days, month, quarter and year 206
Fig. 17.3. Forecast weekly for the next 3 days, 10 days, month, quarter and year 207
Fig. 21.1. Hospitality research conceptual framework (Morrison, 2002) 238
Fig. 21.2. Importance-performance grid with ratings for holiday dimensions 245
Fig. 22.1. Elements in a successful relationship strategy (From O Neill,
M.A. and Palmer, J.A. (2002) Wine production as a service
xiii
xiv List of Figures
experience. JSM 16(2), 342-362. Available at
http//www.emeraldinsight.com/jsm.htm.) 252
Fig. 22.2. Importance-performance matrix of individual service attributes 256
Fig. 25.1. Comparing regional satisfaction scores: evidence from reef and
rainforest studies. (Scale 0-10 was used in all the assessments.) 295
Fig. 26.1. Map of Queensland showing developed destinations 305
Fig. 26.2. Tracking of accommodation used on most recent visit to Brisbane
among target market 310
Fig. 27.1. The continuum 317
Fig. 27.2. The tourist satisfaction continuum 317
Fig. 28.1. Concept map of satisfaction in tourism and hospitality 328
List of Tables
Table 1.1. General service gaps 6
Table 2.1. Meeting location attributes: a comparison of association meeting
planner survey results 18
Table 4.1. Summary of factors related to satisfaction with wildlife-based activities 39
Table 4.2. The settings studied 44
Table 4.3. Demographic profile of the sample (n = 4147) 46
Table 4.4. Factors significantly related to satisfaction with WBT 47
Table 4.5. Factors correlated with satisfaction 48
Table 4.6. Most memorable wildlife encountered 49
Table 4.7. Results of multiple regression analyses for satisfaction with wildlife
experiences 50
Table 6.1. Trends in overall online travel market size - Western Europe
1998-2006 67
Table 6.2. Summary of visits, page views and bookings/enquiries -
Tiscover-branded sites 68
Table 7.1. Examples of special co-branded operations 76
Table 8.1. Total quality rates for major airlines 86
Table 8.2. Alliance summary 1994-2001 88
Table 8.3. International mega-alliances 89
Table 11.1. The seven criteria of good perceived service quality 122
Table 12.1. Type and number of interviews 129
Table 12.2. Case-study region s baseline peripherality index score 131
Table 12.3. Volume of trips in case-study regions 132
Table 12.4. Origin of visitors (visitor survey) 132
Table 12.5. The importance of tourism to the local economy 133
Table 12.6. Tourism business performance 133
Table 12.7. Tourism themes and provision 135
Table 12.8. Services offered by tourism businesses 135
Table 12.9. Unique selling features identified by firms 136
Table 12.10. Visitor pursuits (no. of visitors) 137
Table 12.11. Visitor ratings of the tourism product 137
Table 12.12. Organization and intermediary promotional messages 138
Table 12.13. Business relations 139
Table 12.14. The influence of location on the tourism product and market 141
xv
xvi List of Tables
Table 12.15. Important aspects of business location 142
Table 12.16. Visitor perceptions of accessibility and cost (no. of visitors) 142
Table 12.17. Visitor opinion of goods and services (no. of visitors) 142
Table 13.1. Main dimensions of event quality 146
Table 13.2. Service quality elements for events 147
Table 13.3. Example of diary notes at the surfing event 150
Table 14.1. Tenure of buildings in the historic core of Vladimir 159
Table 14.2. Infrastructure problems in the historic core of Vladimir 160
Table 14.3. Causes of decline in Vladimir s tourism 160
Table 14.4. Developing assistance for Vladimir 162
Table 14.5. Project phases 164
Table 14.6. Strategic plan for tourism in Vladimir 167
Table 14.7. Vladimir target markets 168
Table 15.1. Profile of interviewees 173
Table 15.2. Case study themes 178
Table 15.3. Organizational strategies to support front-line service workers 179
Table 16.1. Roles of tour guides (examples from interview transcripts) 187
Table 16.2. Roles of tour guides suggested by past studies 188
Table 16.3. Perceived importance of tour guides roles. (Independent
samples test: tourist vs guides.) 189
Table 17.1. Swiss tourism revenue 200
Table 17.2. Tourism expenditure in Switzerland 201
Table 17.3. Net travel intensity for trips of +3 overnight stays for selected
years between 1990 and 1998 201
Table 17.4. Key data for travel with at least 1 overnight stay 201
Table 17.5. Swiss hotels and beds capacity 201
Table 17.6. Swiss hotel occupancy 202
Table 17.7. Questionnaire and response 202
Table 18.1. General characteristics of survey respondents 213
Table 18.2. Reason for choosing to visit Fraser Island 213
Table 18.3. Reason for choosing off-road vehicle travelling on Fraser Island 213
Table 18.4. Sources of information on Fraser Island 214
Table 18.5. Use of guides 214
Table 18.6. Rating of information received 215
Table 19.1. Results of GLM (general linear model) with repeated measures
for comparison of behaviours of airline passengers by cultural
backgrounds (n = 200) 222
Table 20.1. Steps in managing services 226
Table 20.2. Interactions during services 226
Table 20.3. Difficulties in dealing with customers 227
Table 20.4. Service encounters 228
Table 20.5. The main complaints from hotel guests 230
Table 20.6. Features of museum service quality 231
Table 20.7. Costs of quality management 232
Table 21.1. Applied research in tourism and hospitality 239
Table 21.2. Comparisons between expectation and performance in holiday
dimensions (SERVQUAL) 244
Table 21.3. Comparisons between importance and performance in
holiday dimensions 244
Table 21.4. Comparisons between IPA and SERVQUAL 246
Table 21.5. Ranking service quality dimensions according to the four models
(1 = top service quality score; 13 = lowest service quality score) 247
List of Tables xvii
Table 22.1. Importance-performance means 255
Table 22.2. Importance/performance scores for service quality dimensions 257
Table 23.1. Summary of selected critical incidents technique studies in
tourism and hospitality 265
Table 23.2. Key characteristics of the critical incidents 267
Table 23.3. Major themes in positive incidents 268
Table 23.4. Major themes in negative incidents 269
Table 23.5. Critical incidents coded by SERVQUAL dimensions 271
Table 24.1. Instrumental and expressive measures for the study site 277
Table 24.2. Factor analysis of expectations 278
Table 24.3. Results of regression analysis 278
Table 24.4. Summary of key findings 279
Table 25.1. Attributes necessary for quality satisfaction measures 285
Table 25.2. Example of benchmarking appropriate to satisfaction 289
Table 26.1. Examples of problems with research information 301
Table 26.2. Three general types of research 302
Table 26.3. Relationship between stage of decision and communication effect 306
Table 26.4. Strategic marketing step and corresponding research task 306
Table 26.5. Level of agreement with statements about Brisbane among
target market 309
Table 26.6. Processing of entertainment guide 311
Table 26.7. Use of guide for holidays 311
Table 27.1. Tourist statistics: measure order 318
Table 27.2. The 32 items included in the questionnaire 320
Table 27.3. Tourist statistics: measure order 323
Table 28.1. Summary of key characteristics of the chapters 331
|
| adam_txt |
Contents
Contributors ix
List of Figures xiii
list of Tables xv
PART I - MANAGING CUSTOMER SATISFACTION
1. Quality and Service Management Perspectives 1
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 15
Leo Jago and Marg Deery
3. Issues Pertaining to Service Recovery in the Tourism and Leisure
Industries 26
Shane Pegg and J.-H.K. Suh
4. Is Near Enough Good Enough? Understanding and Managing
Customer Satisfaction with Wildlife-based Tourism
Experiences 38
Gianna Moscardo
5. Management of Tourism: Conformation to Whose Standards? 54
Noel Scott
PART U - COMPETITION AND COLLABORATION
6. Tiscover - Development and Growth 62
Dimitrios Buhalis, Karsten Karcher and Matthew Brown
7. Co-branding in the Restaurant Industry 73
Maryam Khan
8. Airline Service Quality in an Era of Deregulation 83
Dawna Rhoades, Rosemarie Reynolds and Blaise Waguespack, Jr
v
vi Contents
PART ID - SERVICE DESIGN AND IMPROVEMENT
9. Service System: A Strategic Approach to Innovate and
Manage Service Superiority 94
Jay Kandampully and Ria Kandampully
10. Marketing Tourism Online 104
Lorri Krebs and Geoffrey Wall
11. Guidelines for Professional Activity Services in Tourism -
A Discussion About the Quality of a Tourist Experience Product 115
Raija Komppula
12. Tourism Development: Hard Core or Soft Touch? 126
Fiona Williams and Marsaili MacLeod
13. Quality Management for Events 145
Donald Getz and Jack Carlsen
14. CAVIAR: Canterbury and Vladimir International Action for
Regeneration - A Case Study of Techniques for Integrated
Marketing, Service Quality and Destination Management 156
Barbara Le Pelley and William Pettit
PART IV - MANAGING STAFF-CUSTOMER RELATIONS
15. Emotional Labour and Coping Strategies 170
Barbara Anderson
16. Service Ethics for Ecotourism Guides 181
Xin Yu and Betty Weller
17. Effective Management of Hotel Revenue: Lessons from the
Swiss Hotel Industry 195
Kate Varini and Dimitrios Diamantis
18. Service Management in a World Heritage Area - Tourists,
Cultures and the Environment 209
Malcolm Cooper and Patricia Erfurt
19. The Relationship Between Airline Cabin Service and National
Culture: A Cabin Crew Perspective 218
Bruce Prideaux and Seongseop Kim
20. Considerations in Improving Tourism and Hospitality
Service Systems 225
Eric Laws
PART V - RESEARCHING TOURISM AND HOSPITALITY SERVICE MANAGEMENT
21. The Role of Research in Improving Tourism and Hospitality
Services: Measuring Service Quality 237
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 251
Martin O'Neill and Steve Charters
Contents vii
23. Using the Critical Incidents Technique to Understand Service
Quality in Tourist Accommodation 262
Gianna Moscardo
24. Factors off Satisfaction: A Case Study of Explore Park 274
Muzaffer LJysa/
25. The Value off a Benchmarking Approach for Assessing Service
Quality Satisfaction in Environmental Tourism 282
Philip L. Pearce
26. The Development and Tracking of a Branding Campaign
for Brisbane 300
Noel Scott and Stephen Clark
27. The Rasch Model Applied to Customer Satisfaction in Marbella 314
Jose L. Santos-Arrebola
PART VI - CONCLUSION
28. Researching and Managing Tourism and Hospitality Service:
Challenges and Conclusions 327
Gianna Moscardo, Bruce Prideaux and Eric Laws
Index 335
List of Figures
Fig. 4.1. A mindfulness model of wildlife-based tourist experiences 42
Fig. 5.1. Sales of Schoolies accommodation by Breakfree Holidays,
1989-2001 59
Fig. 6.1. Comparison of www.austria.info and www.tiscover.at 64
Fig. 6.2. Range of stakeholders, customers and suppliers of Tiscover 66
Fig. 6.3. Page views for Tiscover 69
Fig. 6.4. Booking and reservation requests for Tiscover 69
Fig. 6.5. Visits to Tiscover 70
Fig. 10.1. Sources of information used by Banff winter visitors 109
Fig. 10.2. Internet use and stages of travel of Banff winter visitors 110
Fig. 10.3. Importance of type of information available 111
Fig. 11.1. Prerequisites for the customer-oriented tourist product 119
Fig. 11.2. Packaged tourist product. Source: Komppula and Boxberg
(2002, p. 25) 120
Fig. 11.3. An example of a typical Finnish incentive product 121
Fig. 12.1. Diagrammatic summary of the research proposition 129
Fig. 12.2. The case-study regions. Note: The region of L'Alcoia, Spain, forms
part of the larger administrative region of Camp de Morvedre 131
Fig. 12.3. Purpose of visit 134
Fig. 13.1. 1998 Margaret River Surfing Masters Stage 1: approach and orientation 152
Fig. 13.2. 1998 Margaret River Surfing Masters, Stage 2. On-site Visitor
Experiences 153
Fig. 14.1. Tourist arrivals in Vladimir, 1991-1997 157
Fig. 14.2. SWOT analysis 161
Fig. 14.3. Partnership agreement 163
Fig. 14.4. SADT conceptual diagram 165
Fig. 14.5. SADT Tourism Development Model.@Normal: 166
Fig. 17.1. How managers inform key selling staff of their strategic decisions 204
Fig. 17.2. Forecast daily for the next 3 days, 10 days, month, quarter and year 206
Fig. 17.3. Forecast weekly for the next 3 days, 10 days, month, quarter and year 207
Fig. 21.1. Hospitality research conceptual framework (Morrison, 2002) 238
Fig. 21.2. Importance-performance grid with ratings for holiday dimensions 245
Fig. 22.1. Elements in a successful relationship strategy (From O'Neill,
M.A. and Palmer, J.A. (2002) Wine production as a service
xiii
xiv List of Figures
experience. JSM 16(2), 342-362. Available at
http//www.emeraldinsight.com/jsm.htm.) 252
Fig. 22.2. Importance-performance matrix of individual service attributes 256
Fig. 25.1. Comparing regional satisfaction scores: evidence from reef and
rainforest studies. (Scale 0-10 was used in all the assessments.) 295
Fig. 26.1. Map of Queensland showing developed destinations 305
Fig. 26.2. Tracking of accommodation used on most recent visit to Brisbane
among target market 310
Fig. 27.1. The continuum 317
Fig. 27.2. The tourist satisfaction continuum 317
Fig. 28.1. Concept map of satisfaction in tourism and hospitality 328
List of Tables
Table 1.1. General service gaps 6
Table 2.1. Meeting location attributes: a comparison of association meeting
planner survey results 18
Table 4.1. Summary of factors related to satisfaction with wildlife-based activities 39
Table 4.2. The settings studied 44
Table 4.3. Demographic profile of the sample (n = 4147) 46
Table 4.4. Factors significantly related to satisfaction with WBT 47
Table 4.5. Factors correlated with satisfaction 48
Table 4.6. Most memorable wildlife encountered 49
Table 4.7. Results of multiple regression analyses for satisfaction with wildlife
experiences 50
Table 6.1. Trends in overall online travel market size - Western Europe
1998-2006 67
Table 6.2. Summary of visits, page views and bookings/enquiries -
Tiscover-branded sites 68
Table 7.1. Examples of special co-branded operations 76
Table 8.1. Total quality rates for major airlines 86
Table 8.2. Alliance summary 1994-2001 88
Table 8.3. International mega-alliances 89
Table 11.1. The seven criteria of good perceived service quality 122
Table 12.1. Type and number of interviews 129
Table 12.2. Case-study region's baseline peripherality index score 131
Table 12.3. Volume of trips in case-study regions 132
Table 12.4. Origin of visitors (visitor survey) 132
Table 12.5. The importance of tourism to the local economy 133
Table 12.6. Tourism business performance 133
Table 12.7. Tourism themes and provision 135
Table 12.8. Services offered by tourism businesses 135
Table 12.9. Unique selling features identified by firms 136
Table 12.10. Visitor pursuits (no. of visitors) 137
Table 12.11. Visitor ratings of the tourism product 137
Table 12.12. Organization and intermediary promotional messages 138
Table 12.13. Business relations 139
Table 12.14. The influence of location on the tourism product and market 141
xv
xvi List of Tables
Table 12.15. Important aspects of business location 142
Table 12.16. Visitor perceptions of accessibility and cost (no. of visitors) 142
Table 12.17. Visitor opinion of goods and services (no. of visitors) 142
Table 13.1. Main dimensions of event quality 146
Table 13.2. Service quality elements for events 147
Table 13.3. Example of diary notes at the surfing event 150
Table 14.1. Tenure of buildings in the historic core of Vladimir 159
Table 14.2. Infrastructure problems in the historic core of Vladimir 160
Table 14.3. Causes of decline in Vladimir's tourism 160
Table 14.4. Developing assistance for Vladimir 162
Table 14.5. Project phases 164
Table 14.6. Strategic plan for tourism in Vladimir 167
Table 14.7. Vladimir target markets 168
Table 15.1. Profile of interviewees 173
Table 15.2. Case study themes 178
Table 15.3. Organizational strategies to support front-line service workers 179
Table 16.1. Roles of tour guides (examples from interview transcripts) 187
Table 16.2. Roles of tour guides suggested by past studies 188
Table 16.3. Perceived importance of tour guides' roles. (Independent
samples test: tourist vs guides.) 189
Table 17.1. Swiss tourism revenue 200
Table 17.2. Tourism expenditure in Switzerland 201
Table 17.3. Net travel intensity for trips of +3 overnight stays for selected
years between 1990 and 1998 201
Table 17.4. Key data for travel with at least 1 overnight stay 201
Table 17.5. Swiss hotels and beds capacity 201
Table 17.6. Swiss hotel occupancy 202
Table 17.7. Questionnaire and response 202
Table 18.1. General characteristics of survey respondents 213
Table 18.2. Reason for choosing to visit Fraser Island 213
Table 18.3. Reason for choosing off-road vehicle travelling on Fraser Island 213
Table 18.4. Sources of information on Fraser Island 214
Table 18.5. Use of guides 214
Table 18.6. Rating of information received 215
Table 19.1. Results of GLM (general linear model) with repeated measures
for comparison of behaviours of airline passengers by cultural
backgrounds (n = 200) 222
Table 20.1. Steps in managing services 226
Table 20.2. Interactions during services 226
Table 20.3. Difficulties in dealing with customers 227
Table 20.4. Service encounters 228
Table 20.5. The main complaints from hotel guests 230
Table 20.6. Features of museum service quality 231
Table 20.7. Costs of quality management 232
Table 21.1. Applied research in tourism and hospitality 239
Table 21.2. Comparisons between expectation and performance in holiday
dimensions (SERVQUAL) 244
Table 21.3. Comparisons between importance and performance in
holiday dimensions 244
Table 21.4. Comparisons between IPA and SERVQUAL 246
Table 21.5. Ranking service quality dimensions according to the four models
(1 = top service quality score; 13 = lowest service quality score) 247
List of Tables xvii
Table 22.1. Importance-performance means 255
Table 22.2. Importance/performance scores for service quality dimensions 257
Table 23.1. Summary of selected critical incidents technique studies in
tourism and hospitality 265
Table 23.2. Key characteristics of the critical incidents 267
Table 23.3. Major themes in positive incidents 268
Table 23.4. Major themes in negative incidents 269
Table 23.5. Critical incidents coded by SERVQUAL dimensions 271
Table 24.1. Instrumental and expressive measures for the study site 277
Table 24.2. Factor analysis of expectations 278
Table 24.3. Results of regression analysis 278
Table 24.4. Summary of key findings 279
Table 25.1. Attributes necessary for quality satisfaction measures 285
Table 25.2. Example of benchmarking appropriate to satisfaction 289
Table 26.1. Examples of problems with research information 301
Table 26.2. Three general types of research 302
Table 26.3. Relationship between stage of decision and communication effect 306
Table 26.4. Strategic marketing step and corresponding research task 306
Table 26.5. Level of agreement with statements about Brisbane among
target market 309
Table 26.6. Processing of entertainment guide 311
Table 26.7. Use of guide for holidays 311
Table 27.1. Tourist statistics: measure order 318
Table 27.2. The 32 items included in the questionnaire 320
Table 27.3. Tourist statistics: measure order 323
Table 28.1. Summary of key characteristics of the chapters 331 |
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| dewey-tens | 640 - Home and family management |
| discipline | Agrar-/Forst-/Ernährungs-/Haushaltswissenschaft / Gartenbau Wirtschaftswissenschaften |
| discipline_str_mv | Agrar-/Forst-/Ernährungs-/Haushaltswissenschaft / Gartenbau Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV023417429 |
| illustrated | Illustrated |
| index_date | 2024-07-02T21:29:50Z |
| indexdate | 2024-07-09T21:18:11Z |
| institution | BVB |
| isbn | 9781845930127 1845930126 |
| language | English |
| lccn | 2005016925 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-016599936 |
| oclc_num | 60766968 |
| open_access_boolean | |
| owner | DE-824 DE-2070s |
| owner_facet | DE-824 DE-2070s |
| physical | XVII, 337 S. graph. Darst., Kt. 25 cm |
| publishDate | 2006 |
| publishDateSearch | 2006 |
| publishDateSort | 2006 |
| publisher | CABI |
| record_format | marc |
| spelling | Managing tourism and hospitality services theory and international applications ed. by Bruce Prideaux ... Tourism and hospitality services management Wallingford, UK [u.a.] CABI 2006 XVII, 337 S. graph. Darst., Kt. 25 cm txt rdacontent n rdamedia nc rdacarrier Angekündigt als: Tourism and hospitality services management Includes bibliographical references and index Accueil (Tourisme) - Gestion Tourisme - Gestion Hospitality industry Management Tourism Management Prideaux, Bruce Sonstige oth http://www.loc.gov/catdir/toc/ecip0514/2005016925.html Table of contents only http://www.loc.gov/catdir/enhancements/fy0636/2005016925-d.html Publisher description HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016599936&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Managing tourism and hospitality services theory and international applications Accueil (Tourisme) - Gestion Tourisme - Gestion Hospitality industry Management Tourism Management |
| title | Managing tourism and hospitality services theory and international applications |
| title_alt | Tourism and hospitality services management |
| title_auth | Managing tourism and hospitality services theory and international applications |
| title_exact_search | Managing tourism and hospitality services theory and international applications |
| title_exact_search_txtP | Managing tourism and hospitality services theory and international applications |
| title_full | Managing tourism and hospitality services theory and international applications ed. by Bruce Prideaux ... |
| title_fullStr | Managing tourism and hospitality services theory and international applications ed. by Bruce Prideaux ... |
| title_full_unstemmed | Managing tourism and hospitality services theory and international applications ed. by Bruce Prideaux ... |
| title_short | Managing tourism and hospitality services |
| title_sort | managing tourism and hospitality services theory and international applications |
| title_sub | theory and international applications |
| topic | Accueil (Tourisme) - Gestion Tourisme - Gestion Hospitality industry Management Tourism Management |
| topic_facet | Accueil (Tourisme) - Gestion Tourisme - Gestion Hospitality industry Management Tourism Management |
| url | http://www.loc.gov/catdir/toc/ecip0514/2005016925.html http://www.loc.gov/catdir/enhancements/fy0636/2005016925-d.html http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016599936&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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