Managing Tourism and Hospitality Services

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.

• Part I: Managing Customer Satisfaction 1: Quality and Service Management Perspectives, E Laws, London,B Prideaux and G Moscardo, James Cook University, Australia 2: Convention Delegates - The Relationship between Satisfactionwith the Convention and with the Host Destination: A Case Study, M Deery and L Jago, James Cook University, Australia 3: Issues Pertaining to Service Recovery in the Tourism and Leisure Industries, S Pegg and J-H Suh, University of Queensland, Australia 4: Is Near Enough Good Enough? Understanding and Managing Customer Satisfaction with Wildlife Based Tourism Experiences, G Moscardo 5: Management of Tourism: Conformation to Whose Standards?N Scott, University of Queensland, Australia Part II: Competition and Collaboration Case Study 1: TISCOVER: Development and Growth, D Buhalis,University of Surrey, UK, K Kärcher and M Brown, Tiscover AG,Innsbruck, Austria 6: Co-Branding in the Restaurant Industry, M Khan, HowardUniversity, USA 7: Airline Service Quality in an Era of Deregulation, D Rhoades,R Reynolds, Embry-Riddle Aeronautical University, Florida, USAand B Waguespack, College of Business, Daytona Beach, USA Part III: Service Design and Improvement 8: Service System: A Strategic Approach to Innovate and ManageService Superiority, J Kandampully and R Kandampully, OhioState University, USA 9: Marketing Tourism On-Line, L Kreb and G Wall, University of Waterloo, Canada 10: Guidelines for Professional Activity Services In Tourism - A Discussion About the Quality of a Tourist Experience Product,R Komppula, University of Joensuu, Finland 11: Tourism Development: Hard Core or Soft Touch?, F Williamsand M MacLeod, Scottish Agricultural College, Scotland 12: Quality Management for Events, D Getz, University of Calgary,Canada and J Carlson, Curtin University of Technology, Australia 13: CAVIAR: Canterbury and Vladimir International Action forRegeneration - a case study for techniques for integrated marketing, service quality and destination management,B Le Pelley and W Pettit Part IV: Managing Staff - Customer Relations 14: Coping with the 'Performance' of Emotional Labour in theTourism and Hospitality Industries, B Anderson, University ofSouth Australia, Australia 15: Guiding Chinese Group Tours in Australia: An Analysis Using Role Theory, X Yu and B Weiler, Monash University, Australia 16: Effective Management of Hotel Revenue: Lessons from the SwissHotel Industry, K Varini, Ecole Hoteliere Lausanne, Switzerlandand D Diamantis, La Roches Management School, Switzerland 17: Service Management in A World Heritage Area - Tourists,Cultures and The Environment , M Cooper and P Erfurt,Ritsumeikan Asia Pacific University, Japan 18: The Relationship Between Airline Cabin Service and National Culture: A Cabin Crew Perspective, B Prideaux and S S Kim,Sejong University, Korea 19: Considerations in Improving Service Systems, E Laws Part V: Researching Tourism And Hospitality Service Management 20: The Role of Research in Improving Tourism and Hospitality Services: Measuring Service Quality , S Hudson, Haskayne School of Business, Canada, G A Miller, University of Surrey, UKand P Hudson, JMC Holidays 21: Service Quality at The Cellar Door: A Lesson in Services Marketing From Western Australia's Wine Tourism Sector,M O'Neill, Auburn University, USA and S Charters, Edith Cowan University, Australia 22: Using the Critical Incidents Technique to Understand Service Quality in Tourist Accommodation, G Moscardo 23: Factors of Satisfaction: A Case Study of Explore Park, M Uysal,Virginia Polytechnic Institute and State University, USA 24: The Value of a Benchmarking Approach for Assessing Service Quality Satisfaction in Environmental Tourism, P L Pearce, James Cook University, Australia 25: The Development and Tracking of a Branding Campaign for Brisbane, N Scott and S Clark, Tourism Queensland, Australia 26: The Rasch Model Applied to Customer Satisfaction inMarbella, J L Santos-Arrebola, University of Malaga, Spain Part VI: Conclusion 27: Researching and Managing Tourism and Hospitality Service:Challenges and Conclusions, G Moscardo, B Prideaux andE Laws