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Service Failures and Recovery in Tourism and Hospitality
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
Cross-Cultural Aspects of Tourism and Hospitality
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 take...
Emotional Intelligence in Tourism and Hospitality
Emotional intelligence is the capability to recognize, use and manage one's own emotions and those of others. The use of emotional information guides thinking and behaviour, allowing adjustment of emotions to adapt to environments. As tourism and hospitality services are produced and consumed simultaneously, with a high level of contact between employees and customers, the development of emotional intelligence of employees in tourism and hospitality establishments is vital. This book has a skills-based approach and explains how emotional intelligence can be developed in tourism and hospitality students and employees. Covers all major literature, concepts, theories and research findings from the perspective of emotional intelligence". Includes exercises, end of chapter questions, practical examples, student aids and Powerpoint slides for each chapter that can be used in class by academicians and practitioners in their training sessions. The book is intended for use by tourism and hospitality students, researchers and practitioners.
Advanced Research Methods in Hospitality and Tourism
In the era of technology and big data, advanced and innovative research methods and conducting effective research to solve emerging problems in tourism and hospitality is critical, making Advanced Research Methods in Hospitality and Tourism a necessity for academics and practitioners.
Contemporary Perspectives on Shopping, Retail and Tourism
In the contemporary world of guaranteed change, shopping remains a constant in the tourism experience, even though its forms, measures, functions and manifestations are continuously evolving. This book offers traditional perspectives on shopping and tourism and updates current thinking in relation to experiences, and internal and external forces that affect retail change and shopping behaviour. It also examines how technology and changes in travel create new retail spaces, virtual spaces and retailscapes in tourism contexts. The volume provides a global perspective, with empirical examples being utilised from many parts of the world in a series of conceptually driven chapters on current issues, opportunities, challenges and paradigms in the relationship between shopping and tourism.
Tourism Marketing in East and Southeast Asia
Despite the increased research interest in tourism in Asia, most research has focused on the key destinations (China, Macau, Hong Kong, Thailand), while neglecting other destinations which are less well explored. Little is known about the marketing efforts and practices, along with the successes and challenges, countries in the East and Southeast Asia have been experiencing. This book aims to address this oversight by exploring the marketing approaches, techniques and tools used by various countries in the region both collectively and individually to manage their tourism offerings and position them in the global tourism market: China, Hong Kong, Indonesia, Japan, Korea, Macau, Mongolia, Myanmar, Vietnam. The book will be of interest to tourism marketing researchers, practitioners, academics, undergraduate and postgraduate students who will find these insightful contemporary case studies useful in the classroom.
Handbook of Tourism and Quality-of-Life Research II
The second volume of this handbook develops on and extends the discussion in the successful first volume, published in 2012. This is a timely addition to the literature, drawing on the momentum that quality of life (QOL) research in tourism has gained in the 21st century and on the boom in the tourism industry itself. It focuses on four areas of growth in QOL research in the recent past: (1) travelers/tourists, (2) host communities, (3) service providers, and (4) the role of technology. The handbook helps management of tourism firms and policy makers develop specific policies and programs to ensure the most positive impact of tourism on tourists, host communities, and service providers. The comprehensive coverage of topics in this handbook makes it a state-of-the-art reference. Academics interested in QOL research in travel and tourism, tourism practitioners interested in applying the science of QOL in the tourism industry, as well as policy makers involved in regulating the industry will view the handbook as indispensable source of recent research.
Handbook of Tourism and Consumer Behavior
This Handbook evaluates cutting-edge research on consumer behavior in the modern day, discussing key areas such as emerging tourism experiences and technology-enabled services.
Turkey Interrupted
This book strives to explain what has happened in Turkey in 2013 and 2014 following the onset of major corruption investigations incriminating people close to the Turkish President, Recep Tayyip Erdogan, including his son Bilal Erdogan, various ministers, and several business people. It shows how veteran police chiefs, previously hailed as heroes and awarded with letters of recognition by Erdogan himself, suddenly turned into villains after they exposed an unprecedented graft network within the Turkish government. The book reveals that the so-called parallel structure, which was invented by Erdogan as part of global conspiracy, is nothing but a slanderous farce used to distort facts, shift blame, and scapegoats for Erdogan's own troubles.
