Business of Tourism Management

Aimed at the students of tourism management, this book explores the functions of management within the world of tourism, showing how tourism as a business has evolved, how the tourism and travel industry is structured, and how tourism businesses operate within their political, economic and socio-cultural environments.

This exciting new book, firmly embedded in the management discipline, equips students and future managers of tourism with both the business skills and an understanding of tourism, which will enhance their employment prospects within the dynamic industry. The Business of Tourism Management(BOTM) provides an introduction to key aspects of tourism, and to the practice of managing a tourism business. It explores the functions of management within the world of tourism, showing how tourism as a business has evolved, how the tourism and travel industry is structured, and how tourism businesses operate within their political, economic and socio-cultural environments. Written and contributed by leading academics and practitioners in the UK, Europeand Australia,The Business of Tourism Management is ideal for both undergraduate and postgraduate students of tourism management.

Figures		xii
Tables		xiii
Case studies		xv
About the authors		xvii
Preface		xxiii
Acknowledgements		xxv
Abbreviations		xxvii
Useful websites		xxviii
The context of tourism		1	(58)
Introduction -- the unique evolution of tourism as `business'		3	(18)
John Beech
Simon Chadwick
Learning outcomes		3	(1)
Overview		3	(1)
Early travel		3	(1)
Some basic concepts		4	(3)
Early tourism businesses		7	(4)
Tourism as an evolutionary process		11	(2)
Tourism flows		13	(2)
The role of management in tourism businesses		15	(1)
Conclusion		16	(1)
Guided reading		17	(1)
Recommended websites		17	(1)
Key words		18	(1)
Bibliography		18	(3)
The structure of the tourism and travel industry		21	(20)
David Litteljohn
Ian Baxter
Learning outcomes		21	(1)
Overview		21	(1)
Introduction: foundation of analysis		22	(2)
Applying industry analysis to contemporary tourism		24	(7)
Development of mass markets		31	(2)
Further organisational analysis of operators in tourism		33	(2)
Conclusion: trends in tourism industry structure		35	(3)
Guided reading		38	(1)
Recommended websites		38	(1)
Key words		39	(1)
Bibliography		39	(2)
The role of the state in tourism		41	(18)
John Jenkins
Learning outcomes		41	(1)
Overview		41	(1)
Introduction		41	(1)
What is the state?		42	(5)
Theories of the state: a brief introduction		47	(4)
Tourism and the state		51	(1)
Promoting sex tourism: what role for the state?		52	(2)
Conclusion		54	(1)
Guided reading		55	(1)
Recommended websites		56	(1)
Key words		56	(1)
Bibliography		56	(3)
Business functions applied to tourism		59	(204)
Organisational behaviour in tourism businesses		61	(28)
John Old
Learning outcomes		61	(1)
Overview		61	(1)
Organising and organisations		61	(2)
What is an organisation?		63	(2)
Bureaucracy		65	(4)
Alternatives to bureaucracy		69	(2)
When bureaucracy may be appropriate and when it may not		71	(1)
A `systems' perspective on organisational design		72	(2)
Groups and teams		74	(8)
Structure, behaviour, culture and communication -- how they all come together		82	(1)
Conclusion		83	(3)
Guided reading		86	(1)
Recommended websites		86	(1)
Key words		86	(1)
Bibliography		86	(3)
Human resource management in tourism businesses		89	(26)
Claire Haven-Tang
Eleri Jones
Learning outcomes		89	(1)
Overview		89	(1)
Introduction		90	(1)
Why is HR such an important issue in the tourism industry?		90	(4)
Hiring and firing employees		94	(9)
Inspiring employees: motivation		103	(3)
Holistic HR integration for tourism business success		106	(3)
Conclusion: future HR challenges for the tourism industry		109	(1)
Guided reading		110	(1)
Recommended websites		110	(1)
Key words		111	(1)
Bibliography		111	(4)
Marketing in tourism		115	(28)
Beulah Cope
Learning outcomes		115	(1)
Overview		115	(1)
Introduction		116	(1)
The services-marketing approach		116	(1)
Intangibility		117	(5)
Inseparability		122	(1)
Variability		123	(6)
Understanding buyer behaviour		129	(2)
Relationship management		131	(2)
Branding		133	(1)
Distribution		133	(2)
Physical evidence in selling tourism		135	(1)
Promotion		135	(2)
Marketing planning		137	(1)
Conclusion		138	(1)
Guided reading		139	(1)
Recommended websites		139	(1)
Key words		140	(1)
Bibliography		140	(3)
Finance and accounting for tourism		143	(36)
Helen Atkinson
Learning outcomes		143	(1)
Overview		143	(1)
Introduction to the tourism business		144	(1)
Understanding financial statements		145	(9)
Understanding and application of cost concepts		154	(12)
Evaluating business performance		166	(7)
Preparing and evaluating a business plan		173	(2)
Conclusion		175	(1)
Guided reading		175	(1)
Recommended websites		175	(1)
Key words		176	(1)
Bibliography		176	(3)
Managing a small non-profit tourism organisation		179	(20)
Lynn Parkinson
Learning outcomes		179	(1)
Overview		179	(1)
What are small non-profit tourist organisations?		180	(5)
Managing small non-profit tourist attractions		185	(2)
Managing revenue streams		187	(2)
Market-targeting decisions		189	(2)
Designing low-budget promotional approaches		191	(3)
Conclusion		194	(1)
Guided reading		195	(1)
Recommended websites		195	(1)
Key words		196	(1)
Bibliography		197	(2)
Analysis of the business environment and strategy in tourism		199	(28)
Resham Sandhu
Learning outcomes		199	(1)
Overview		199	(1)
Introduction		199	(1)
The scale and importance of tourism		199	(3)
The context of strategy in travel and tourism		202	(2)
So what is strategy and why is it important?		204	(5)
The importance of strategic thinking		209	(1)
The strategic planning process		210	(3)
Analysing industry environments		213	(4)
Internal analysis		217	(1)
Tourism lifecycle (TLC) analysis		217	(1)
Assessment of value creation		218	(3)
Assessment of capabilities and competences		221	(1)
SWOT analysis		221	(1)
TOWS matrix for generating strategies		221	(2)
Conclusion		223	(1)
Guided reading		223	(1)
Recommended websites		223	(1)
Key words		224	(1)
Bibliography		224	(3)
Quality and yield management in tourism businesses		227	(20)
Peter D. Dewhurst
Marcjanna M. Augustyn
Learning outcomes		227	(1)
Overview		227	(1)
Operations management		228	(2)
Quality management in tourism: an operations management perspective		230	(8)
Capacity management		238	(4)
Conclusion		242	(1)
Guided reading		243	(1)
Recommended websites		243	(1)
Key words		243	(1)
Bibliography		243	(4)
Information technology and management information systems in tourism		247	(16)
Dimitrios Buhalis
Carlos Costa
Learning outcomes		247	(1)
Overview		247	(1)
Introduction: eTourism -- ICTs and tourism dynamic interaction		247	(4)
Information communication technologies used in tourism businesses		251	(2)
Computer Reservation Systems (CRSs) and Global Distribution Systems (GDSs) as the backbone of tourism distribution		253	(2)
The internet and tourism business		255	(2)
Conclusion: using ICTs for tourism businesses' strategic advantage		257	(1)
Guided reading		258	(1)
Recommended websites		259	(1)
Key words		260	(1)
Bibliography		260	(3)
Management issues specific to tourism businesses		263	(264)
Tourism businesses and the law		265	(22)
Karen Bill
Alice Pepper
Learning outcomes		265	(1)
Overview		265	(1)
Introduction		266	(1)
Legal principles		267	(13)
Conclusion		280	(1)
Legal research - case citations		281	(1)
Guided reading		282	(1)
Recommended websites		283	(1)
Key words		283	(1)
Bibliography		284	(3)
Visitor attraction management		287	(18)
Peter D. Dewhurst
Helen Dewhurst
Learning outcomes		287	(1)
Overview		287	(1)
Introduction		287	(3)
Pressures facing visitor attractions		290	(6)
Management responses		296	(4)
Conclusion		300	(1)
Guided reading		301	(1)
Recommended websites		301	(1)
Key words		301	(1)
Bibliography		301	(4)
Sports tourism		305	(18)
Mike Weed
Learning outcomes		305	(1)
Overview		305	(1)
Introduction		305	(2)
The sports tourism concept		307	(1)
Sports tourism provision		308	(5)
Sports tourism impacts		313	(2)
Policy development for the sport-tourism link		315	(3)
Conclusion		318	(1)
Guided reading		318	(1)
Recommended websites		319	(1)
Key words		319	(1)
Bibliography		319	(4)
The economic impact of tourism		323	(16)
John Tribe
Learning outcomes		323	(1)
Overview		323	(1)
Tourism and economic development		324	(2)
State versus private sector		326	(1)
Cost-benefit analysis		327	(1)
Key economic impacts of tourism		328	(4)
Multiplier effects		332	(2)
Conclusion		334	(1)
Guided reading		335	(1)
Recommended websites		336	(1)
Key words		336	(1)
Bibliography		336	(3)
Managing sociocultural impacts of tourism		339	(20)
Peter Mason
Learning outcomes		339	(1)
Overview		339	(1)
Introduction		339	(1)
Sociocultural impacts of tourism		340	(5)
Managing sociocultural impacts		345	(8)
Conclusion		353	(1)
Guided reading		354	(1)
Recommended websites		354	(1)
Key words		355	(1)
Bibliography		355	(4)
Managing the environmental impacts of tourism		359	(18)
Andrew Holden
Learning outcomes		359	(1)
Overview		359	(1)
Negative impacts		360	(2)
Behaviour of tourism user-groups of natural resources		362	(1)
The positive effects		363	(1)
Environmental management		364	(5)
Codes of conduct and environmental education		369	(3)
Conclusion		372	(1)
Guided reading		373	(1)
Recommended websites		373	(1)
Key words		373	(1)
Bibliography		373	(4)
The accommodation subsector		377	(22)
Sherif Roubi
David Litteljohn
Learning outcomes		377	(1)
Overview		377	(1)
Introduction		378	(1)
Accommodation supply		378	(2)
Accommodation demand		380	(3)
Accommodation types		383	(4)
Hotel unit operations and performance		387	(1)
Prices for accommodation and elasticity of demand		388	(2)
Independent and chain hotels		390	(3)
Location		393	(1)
Conclusion		394	(1)
Guided reading		395	(1)
Recommended websites		396	(1)
Key words		396	(1)
Bibliography		396	(3)
Mass tourism businesses 1: tour operators		399	(16)
Tim Gale
Learning outcomes		399	(1)
Overview		399	(1)
Introduction: the history and importance of tour operations		399	(3)
The package holiday or inclusive tour: definitions, diversity and development		402	(2)
Benefits to principals and consumers		404	(1)
Market structure and (anti)competitive conditions: the polarisation of the tour operating sector into large `mass' and small `niche' operators		405	(5)
Consumer protection: licensing/bonding and regulation		410	(1)
Conclusion: whither the tour operator?		411	(1)
Guided reading		412	(1)
Recommended websites		412	(1)
Key words		413	(1)
Bibliography		413	(2)
Mass tourism businesses 2: travel agents		415	(28)
Claire Humphreys
Learning outcomes		415	(1)
Overview		415	(1)
Introduction		415	(1)
The role of travel agents		416	(7)
Travel agencies and their use of information technology		423	(5)
Customer care		428	(4)
The changing competitive environment		432	(3)
The role of stakeholders and their effect on travel agency businesses		435	(3)
Conclusion		438	(1)
Guided reading		438	(1)
Recommended websites		438	(1)
Key words		438	(1)
Bibliography		439	(4)
Managing the transport subsector in tourism		443	(20)
George Goodall
Learning outcomes		443	(1)
Overview		443	(1)
Introduction		443	(1)
Transport management in the United Kingdom		444	(2)
Managing transport by road		446	(3)
Managing transport by rail		449	(1)
Managing transport by air		450	(4)
Managing transport by water		454	(2)
Discussion -- business and leisure travel		456	(1)
Conclusion		457	(1)
Guided reading		458	(1)
Recommended websites		459	(1)
Key words		459	(1)
Bibliography		459	(4)
Developing mass tourism in developing nations		463	(22)
Marcella Daye
Learning outcomes		463	(1)
Overview		463	(1)
Tourism performance in developing nations		464	(2)
Tourism and development		466	(5)
Impacts of mass tourism on developing nations		471	(9)
Conclusion		480	(1)
Guided reading		481	(1)
Recommended websites		481	(1)
Key words		481	(1)
Bibliography		481	(4)
The management of heritage and cultural tourism		485	(24)
George Goodall
John Beech
Learning outcomes		485	(1)
Overview		485	(1)
Introduction		486	(1)
International considerations		487	(1)
European considerations		488	(2)
National considerations		490	(2)
Interpretation		492	(1)
Heritage and cultural attractions		493	(4)
Heritage and cultural management		497	(1)
Staff and training		498	(1)
Funding		499	(1)
Discussion		500	(3)
Conclusion		503	(1)
Guided reading		504	(1)
Recommended websites		504	(1)
Key words		505	(1)
Bibliography		505	(4)
Conclusion - the future of the tourism industry		509	(18)
John Beech
Simon Chadwick
Learning outcomes		509	(1)
Overview		509	(1)
Introduction		509	(2)
Tourism satellite accounts		511	(2)
Visions of the future - tourism		513	(5)
Visions of the future - tourists		518	(2)
Strategic implications of emergent themes and trends		520	(4)
Conclusion		524	(1)
Guided reading		524	(1)
Recommended websites		525	(1)
Key words		525	(1)
Bibliography		525	(2)
End cases		527	(27)
Index of end cases		528	(1)
Matrix of end cases		529	(25)
Glossary		554	(6)
Bibliography		560	(3)
Index		563

Equips students and future managers of tourism with both the business skills and an understanding of tourism, which will enhance their employment prospects within this dynamic industry.