Contemporary Tourism by Chris Cooper; C. Michael HallThe study of tourism and indeed the tourism industry is changing constantly. Now in its fifth edition, Contemporary Tourism: an international approach presents a new and refreshing approach to the study of tourism, looking at the far reaching effects that the COVID pandemic has had on the industry and how it has been forced to change, or not subsequently. Considering issues such as advances in AI and its impacts, the environmental crisis and air travel, the sharing economy and Airbnb, and the tourist experience in a Covid world. In particular, it highlights the ongoing threats and opportunities faced by the tourism industry today, and discusses the related management strategies, illustrating the potential implications for the patterns and flow of tourism in the future. Divided into five sections, each chapter has a thorough learning structure including chapter objectives, examples, discussion points, self-review questions, checklists and case studies. URL links in the form of QR codes are heavily present throughout the text so that users of both hard and electronic formats can have direct links to up to date, authoritative and annotated sources of information. Cases are both thematic and destination-based and always international. New to this edition:* New material on latest issues such as the impact of the COVID-19 pandemic, international responses to the environmental crisis, the impact of AI/robotics on tourism human resource and the rise of the staycation; * Brand new and updated case studies and readings throughout;* Substantial support for both students and teachers, both within the text itself and via web-based student and instructor resources.ABOUT THE AUTHORS Chris Cooper is Professor in the School of Events, Tourism and Hospitality at Leeds Beckett University in the UK. Professor C Michael Hall is Professor of Marketing at the University of Canterbury in New Zealand; Docent, University of Oulu, Finland and Visiting Professor at Linnaeus University, Kalmar, Sweden.
Call Number: eBook
Publication Date: 2022-11-01
Customer Service in Tourism and Hospitality (eBook) by Simon Hudson; Louise HudsonA fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the 'whys' and 'hows'of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally.New material covers issues such as:* the impact of the sharing economy and how hotels are getting 'social' to compete;* the latest in technology and its impact on customer service including Virtual Reality and use of robots to enhance the traveller experience;* new demographic and cultural shifts; * New market trends - including how resorts are catering to the demands of the international traveller from emerging markets and the luxury family market;* Using big data to personalize experiences and encourage loyalty.The text has a full suite of pedagogic features to aid learning and understanding, including:* An 'At Your Service' Spotlight at the beginning of each chapter focuses on the achievements of successful individuals related to the art of customer service.* Each chapter contains a 'Service Snapshot' - short, real-life cases to illustrate a particular concept or theoretical principle presented in the chapter.* Detailed international 'Case Studies', which cover a variety of sectors, organizations and regions designed to foster critical thinking, the cases illustrate actual business scenarios that stress several concepts found in the chapter. They analyze customer service in the U.S., South America, South Africa, Europe, Russia, Australia, China, Canada, Korea and Dubai.
Call Number: eBook
Publication Date: 2017
International Encyclopedia of Hospitality Management (eBook) by Abraham Pizam (Editor)The International Encyclopedia of Hospitality Management is the definitive reference work for any individual studying or working in the hospitality industry. There are 185 Hospitality Management degrees in the UK alone. This new edition updates and significantly revises twenty five per cent of the entries and has an additional twenty new entries. New online material makes it the most up-to-date and accessible hospitality management encyclopedia on the market. It covers all of the relevant issues in the field of hospitality management from a sectoral level (lodging, restaurants/food service, time-share, clubs and events) as well as a functional one (accounting and finance, marketing, strategic management, human resources, information technology and facilities management). Its unique, user-friendly structure enables readers to find exactly the information they require at a glance; whether they require broad detail that takes a more cross-sectional view across each subject field or more focused information that looks closely at specific topics and issues within the hospitality industry today.