Managing Tourism and Hospitality Services

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 Deregulation

Part 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 Systems

Part 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 Marbella

Part VI - Conclusion
Researching and Managing Tourism and Hospitality Service: Challenges and Conclusions

B  Prideaux

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Gianna Moscardo

Gianna Moscardo is at James Cook University, Australia.

Eric Laws

Eric Laws has an MPhil from the University of Surrey and a PhD from Griffith University. He has retired from full time academic life, and is Visiting Professor at Leshan Normal University, Sichuan, P.R. China. His research interests include tourism service quality, destination management, crisis management and elephant tourism. Eric’s publications include nearly 100 journal articles, book chapters and conference papers. The Elephant Tourism Business is Eric’s twentieth authored or edited book.