› › Service Encounters In Tourism Events And Hospitality

Service Encounters in Tourism, Events and Hospitality

Author : Miriam Firth

Publisher : Channel View Publications

Page : 292 pages

File Size : 44,66 MB

Release : 2020-01-30

Category : Business & Economics

ISBN : 1845417291

Get eBook

Book Description

This book offers insights into the demands made on staff in service encounters in tourism, events and hospitality roles. Using data from research completed in these industries, it hinges upon storied incidents offered by workers about which the reader can reflect and apply theoretical knowledge. A key feature of this volume is that it focuses on staff perspectives and perceptions of service encounters and delivery rather than on customer or management perspectives. This will provide students, lecturers, management and customers with fresh and clear understandings of the demands made on staff, but also the perspectives from which the demands are seen. The chapters clarify to students how to apply academic knowledge within customer service contexts and include learning objectives, questions and summaries.



Service Failures and Recovery in Tourism and Hospitality

Author : Erdogan Koc

Publisher : CABI

Page : 246 pages

File Size : 46,39 MB

Release : 2017-10-20

Category : Business & Economics

ISBN : 1786390671

Get eBook

Book Description

Tourism and hospitality services are highly prone to service-failure due to a high level of customer-employee contact and the inseparable, intangible, heterogeneous and perishable nature of these services. Service Failures and Recovery in Tourism and Hospitality, with its extensive coverage of the literature, presents an invaluable source of information for academics, students, researchers and practitioners. In addition to its extensive coverage of the literature in terms of recent research published in top tier journals, chapters in the book contain student aids, real-life examples, case studies, links to websites and activities alongside discussion questions and presentation slides for in-class use by teaching staff. This book is enhanced with supplementary resources. The customizable lecture slides can be found at: www.cabi.org/openresources/90677



Service Quality Management in Hospitality, Tourism, and Leisure

Author : Jay Kandampully

Publisher : Psychology Press

Page : 360 pages

File Size : 44,5 MB

Release : 2001

Category : Business & Economics

ISBN : 0789007266

Get eBook

Book Description

Available on Hospitality and Tourism Complete Publications via EBSCOHOST via internet. A password may be needed off campus.



Improving Tourism and Hospitality Services

Author :

Publisher : CABI

Page : 228 pages

File Size : 11,51 MB

Release : 2004

Category : Business & Economics

ISBN : 9780851990446

Get eBook

Book Description

Consumer satisfaction is a key issue for all those involved in tourism and hospitality services. Through a multitude of case studies this book explores the challenges of managing tourism and hospitality businesses in order to produce maximum customer satisfaction. It outlines the various frameworks available for the study of tourist satisfaction, before examining service delivery systems and definitions of quality. It then discusses the role that marketing can play in tourism and hospitality services, and the ways in which hospitality and tourism services can be improved. The book contains examples of customer dissatisfaction, and examples of organisations that have succeeded in providing profitable services with high levels of customer loyalty.



Cross-Cultural Aspects of Tourism and Hospitality

Author : Erdogan Koc

Publisher : Routledge

Page : 351 pages

File Size : 11,70 MB

Release : 2020-09-03

Category : Business & Economics

ISBN : 1000172066

Get eBook

Book Description

Cross-Cultural Aspects of Tourism and Hospitality is the first textbook to offer students, lecturers, researchers and practitioners a comprehensive guide to the influence of culture on service providers as well as on customers, affecting both the supply and the demand sides of the industry – organisational behaviour, and human resource management, and marketing and consumer behaviour. Given the need for delivering superior customer value, understanding different cultures from both demand and supply sides of tourism and hospitality and the impact of culture on these international industries is an essential part of all students’ and practitioners’ learning and development. This book takes a research-based approach critically reviewing seminal cultural theories and evaluating how these influence employee and customer behaviour in service encounters, marketing, and management processes and activities. Individual chapters cover a diverse range of cultural aspects including intercultural competence and intercultural sensitivity, uncertainty and risk avoidance, context in communication, power distance, indulgence and restraint, time orientation, gender, assertiveness, individualism and collectivism, performance orientation, and humane orientation. This book integrates international case studies throughout to show the application of theory, includes self-test questions, activities, further reading, and a set of PowerPoint slides to accompany each chapter. This will be essential reading for all students, lecturers, researchers and practitioners and future managers in the fields of Tourism and Hospitality.



Tourist Customer Service Satisfaction

Author : Francis Noe

Publisher : Routledge

Page : 452 pages

File Size : 12,34 MB

Release : 2010-10-04

Category : Business & Economics

ISBN : 1136975977

Get eBook

Book Description

Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other’s needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider’s role performance. The book uses encounter theory to examine the customer – provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee – centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.



Food and Beverage Management

Author : John Cousins

Publisher : Goodfellow Publishers Ltd

Page : 379 pages

File Size : 18,59 MB

Release : 2022-11-07

Category : Business & Economics

ISBN : 1915097274

Get eBook

Book Description

This 6th edition has been updated and revised to take account of current trends within education and the HLT industries, including changes brought about by COVID and Brexit, as well the impact of the increasing use kitchen/service robotics, changes to allergen regulations and issues of sustainability and business ethics.



Case Based Research in Tourism, Travel, Hospitality and Events

Author : Marianna Sigala

Publisher : Springer Nature

Page : 503 pages

File Size : 27,94 MB

Release : 2022-01-05

Category : Business & Economics

ISBN : 9811646716

Get eBook

Book Description

This book consolidates international, contemporary and topical case study based research in tourism, travel, hospitality and events. Case studies can make learning more attractive and interesting as well as enable students to understand the theory better and develop their analytical and problem-solving skills. Using industry as an open living lab, case study based research infuses scholars into real-world industry challenges and inspires them to theorise and advance our knowledge frontiers. The book includes international case studies that can help tourism scholars build and advance (new) theories and enrich their educational practices. Case studies are accompanied with a teaching note guiding scholars to integrate case studies into instruction. Dr Kirsten Holmes, Chair, Council for Australasian Tourism and Hospitality Education (CAUTHE) There is a vital need for contemporary and well-structured case studies for use in tourism teaching. By including case studies from Australasia and key destination regions in Asia, Europe, and the Caribbean, the book is helpful for tertiary teachers globally. Professor Xander Lub, President, EuroCHRIE The book inspires educators and students. The cases provide context to students’ learning and demonstrate the richness and variation of the industry. The book also clearly demonstrates how research can inform our teaching. Professor Brian King, Chair, THE-ICE Assessment Panel The book includes cases under five themes: experiences, operations, technologies, strategy and marketing, and destinations. The book provides subject lecturers with a structure to guide students of applying theory into practice. Dr Paul Whitelaw, Academic Director, Southern Cross University This book marks a significant contribution to hospitality, tourism and events pedagogy at undergraduate and postgraduate level. At a time when the industry is demanding that our graduates have a strong grasp of “real world issues”, the case study approach provides an accessible, meaningful and relatable means by which students can engage in real world issues.



Customer Service in Tourism and Hospitality

Author : Simon Hudson

Publisher : Goodfellow Publishers Ltd

Page : 306 pages

File Size : 37,80 MB

Release : 2017-09-30

Category : Business & Economics

ISBN : 1911396471

Get eBook

Book Description

A fully revised and updated new edition of this bestselling text. New material covers issues such as the sharing economy, technology (Virtual Reality and use of robots) and use of big data to personalize experiences and encourage loyalty.



Strategic Management for Tourism, Hospitality and Events

Author : Nigel G. Evans

Publisher : Taylor & Francis

Page : 1067 pages

File Size : 28,31 MB

Release : 2024-01-24

Category : Business & Economics

ISBN : 1000961834

Get eBook

Book Description

Strategic Management for Tourism, Hospitality and Events is the must-have text for students approaching this subject for the first time. It introduces students to fundamental strategic management principles in a tourism, hospitality and events context and brings theory to life by integrating a host of industry-based case studies and examples throughout. This fourth edition has been fully revised and updated to reflect the major changes in strategic direction for these industries due to the most significant global crisis ever, as well as significant technology advances and issues related to sustainability. New features and topics in this fourth edition include: New international tourism, hospitality and events case studies from both SMEs and large-scale businesses are integrated throughout to show applications of strategic management theory. New Technology Focus short cases are included, as well as longer combined sector case studies on topics such as COVID-19 impacts. A new chapter on sustainability and corporate social responsibility explores how the principles of sustainability can be incorporated into the strategy of tourism, hospitality and events organizations. Technology is integrated into all chapters, looking at big data, artificial intelligence, the external political environment, social media and e-marketing, absorptive capacity and innovation. Impacts and implications of COVID-19 are discussed, considering industry responses, financial implications and future emergent strategies. A contemporary view incorporates the broad range of academic literature and industry developments that have emerged in recent years and provides a particular focus on smaller organizations, recognizing their key role. Web support for tutors and students provides explanations and guidelines for instructors on how to use the textbook and case studies, additional exercises and video links for students. This book is written in an accessible and engaging style and structured logically, with useful features throughout to aid students’ learning and understanding. It is an essential resource for tourism, hospitality and events students.