|
|
|
xiv | |
|
|
|
xvi | |
|
|
|
xviii | |
|
|
|
xxi | |
| Preface |
|
xxiv | |
|
Part 1: Managing the Tourism System |
|
|
1 | (84) |
|
|
|
1 | (13) |
|
|
|
|
|
1 | (1) |
|
|
|
1 | (1) |
|
Introduction: Aims and objectives of the book |
|
|
2 | (1) |
|
The scope, scale and significance of tourism |
|
|
2 | (2) |
|
Definitions, concepts and structure of tourism |
|
|
4 | (2) |
|
|
|
6 | (2) |
|
The impacts of travel and tourism |
|
|
8 | (1) |
|
|
|
9 | (1) |
|
|
|
10 | (2) |
|
|
|
12 | (1) |
|
|
|
13 | (1) |
|
|
|
13 | (1) |
|
Suggested further reading |
|
|
13 | (1) |
|
The accommodation sector: managing for quality |
|
|
14 | (14) |
|
|
|
|
|
14 | (1) |
|
|
|
14 | (1) |
|
Introduction: quality and the accommodation sector |
|
|
14 | (3) |
|
The accommodation sector: overview and challenges |
|
|
17 | (3) |
|
|
|
18 | (2) |
|
Tourism accommodation: the role of quality |
|
|
20 | (2) |
|
Tourism accommodation: managing for quality |
|
|
22 | (2) |
|
Human resources and quality management |
|
|
24 | (2) |
|
Hotel employee attitudes in Cyprus |
|
|
25 | (1) |
|
|
|
26 | (1) |
|
|
|
27 | (1) |
|
Suggested further reading |
|
|
27 | (1) |
|
Airlines, airports and international aviation |
|
|
28 | (19) |
|
|
|
|
|
28 | (1) |
|
|
|
28 | (1) |
|
|
|
28 | (2) |
|
Air transport and tourism |
|
|
30 | (1) |
|
Air transport policy: competing philosophies and the emergence of contestability |
|
|
31 | (1) |
|
US-style airline deregulation |
|
|
32 | (5) |
|
European-style liberalisation |
|
|
37 | (3) |
|
Strategic alliance networks |
|
|
40 | (3) |
|
The Oneworld Alliance conundrum |
|
|
42 | (1) |
|
Conclusion: the aftermath of September 11, 2001 and future directions |
|
|
43 | (2) |
|
|
|
45 | (1) |
|
Suggested further reading |
|
|
46 | (1) |
|
Tour operations management |
|
|
47 | (20) |
|
|
|
|
|
47 | (1) |
|
|
|
47 | (1) |
|
|
|
47 | (1) |
|
The UK tour operating industry |
|
|
48 | (3) |
|
The tour operating value chain |
|
|
51 | (1) |
|
Tour operators' strategies |
|
|
52 | (10) |
|
|
|
62 | (3) |
|
First Choice - stuck in the middle? |
|
|
64 | (1) |
|
|
|
65 | (1) |
|
|
|
65 | (1) |
|
|
|
66 | (1) |
|
Suggested further reading |
|
|
66 | (1) |
|
Managing tourism distribution |
|
|
67 | (18) |
|
|
|
|
|
67 | (1) |
|
|
|
67 | (1) |
|
Introduction: the importance of successful distribution in tourism |
|
|
68 | (1) |
|
Problems in relation to the distribution of tourism services |
|
|
69 | (1) |
|
The role of information in tourism distribution |
|
|
69 | (1) |
|
Intermediaries in tourism |
|
|
70 | (1) |
|
|
|
70 | (2) |
|
Mark Warner and distribution of the specialised holiday product |
|
|
71 | (1) |
|
Channel management issues |
|
|
72 | (3) |
|
Industry restructuring and its effect on the management of distribution |
|
|
75 | (3) |
|
|
|
78 | (1) |
|
Outsourcing distribution in the airline industry |
|
|
78 | (2) |
|
Managing hotel reservations systems |
|
|
80 | (1) |
|
Managing the costs of distribution |
|
|
80 | (2) |
|
easyJet cuts the costs of airline distribution |
|
|
80 | (2) |
|
|
|
82 | (1) |
|
|
|
83 | (1) |
|
Suggested further reading |
|
|
83 | (2) |
|
Part 2: Managing Tourism Businesses |
|
|
85 | (76) |
|
Human resource management in tourism |
|
|
85 | (17) |
|
|
|
|
|
|
|
85 | (1) |
|
|
|
85 | (1) |
|
|
|
86 | (1) |
|
The characteristics of tourism as a sector and their impact on the management of human resources |
|
|
87 | (2) |
|
Tourism's image as an employer |
|
|
89 | (1) |
|
Skills shortages in tourism |
|
|
90 | (1) |
|
Education and training in tourism |
|
|
90 | (1) |
|
Flexibility and innovation in the management of human resources |
|
|
91 | (1) |
|
Recruitment, retention and turnover |
|
|
92 | (1) |
|
Rewards, benefits and compensation |
|
|
92 | (1) |
|
Managing quality through human resources |
|
|
93 | (1) |
|
The impact of globalisation |
|
|
94 | (2) |
|
|
|
96 | (1) |
|
The emergence of `aesthetic labour' |
|
|
97 | (1) |
|
The impact of information and communications technologies |
|
|
98 | (2) |
|
|
|
99 | (1) |
|
|
|
100 | (1) |
|
|
|
101 | (1) |
|
Suggested further reading |
|
|
101 | (1) |
|
Marketing management for tourism |
|
|
102 | (17) |
|
|
|
|
|
102 | (1) |
|
|
|
102 | (1) |
|
|
|
102 | (3) |
|
At the core lies consumer behaviour |
|
|
105 | (2) |
|
Segmentation in the museum sector |
|
|
105 | (2) |
|
Managing the strategic-tactical tension |
|
|
107 | (2) |
|
|
|
108 | (1) |
|
Stirring around the marketing mix |
|
|
109 | (4) |
|
The marketing process and the marketing plan |
|
|
113 | (2) |
|
Branding as a focus for marketing effort |
|
|
115 | (2) |
|
A brief probe into the loyalty question |
|
|
117 | (1) |
|
|
|
117 | (1) |
|
|
|
117 | (1) |
|
Suggested further reading |
|
|
118 | (1) |
|
|
|
119 | (16) |
|
|
|
|
|
119 | (1) |
|
|
|
119 | (1) |
|
|
|
119 | (1) |
|
|
|
120 | (2) |
|
|
|
122 | (4) |
|
|
|
126 | (3) |
|
|
|
129 | (2) |
|
|
|
131 | (2) |
|
|
|
131 | (2) |
|
|
|
133 | (1) |
|
Suggested further reading |
|
|
134 | (1) |
|
Managing finance for tourism |
|
|
135 | (15) |
|
|
|
|
|
135 | (1) |
|
|
|
135 | (1) |
|
|
|
136 | (1) |
|
Long-term investment decisions |
|
|
137 | (1) |
|
Investment appraisal methods |
|
|
137 | (3) |
|
Net present value in investment decisions -- hotel vending equipment |
|
|
139 | (1) |
|
|
|
140 | (4) |
|
Risk in the travel and tourism industry |
|
|
141 | (1) |
|
Sensitivity analysis in investment decisions |
|
|
142 | (2) |
|
Positive aspects of risk and uncertainty |
|
|
144 | (1) |
|
Wider issues for consideration in investment decisions |
|
|
145 | (1) |
|
|
|
146 | (2) |
|
|
|
148 | (1) |
|
|
|
149 | (1) |
|
Suggested further reading |
|
|
149 | (1) |
|
|
|
150 | (11) |
|
|
|
|
|
|
|
150 | (1) |
|
|
|
150 | (1) |
|
Introduction: the law and tourism |
|
|
150 | (2) |
|
The Package Travel Regulations 1992: provisions and responses |
|
|
152 | (7) |
|
|
|
154 | (2) |
|
|
|
156 | (2) |
|
|
|
158 | (1) |
|
|
|
159 | (1) |
|
|
|
160 | (1) |
|
Suggested further reading |
|
|
160 | (1) |
|
Part 3: Managing tourism in its environment |
|
|
161 | (56) |
|
|
|
161 | (14) |
|
|
|
|
|
|
|
161 | (1) |
|
|
|
161 | (1) |
|
Introduction: urban tourism within tourism studies |
|
|
161 | (2) |
|
Urban tourism: key themes and issues |
|
|
163 | (6) |
|
Tourism and urban regeneration in Glasgow |
|
|
166 | (3) |
|
A framework for managing urban tourism |
|
|
169 | (1) |
|
Marketing urban tourism: place versus territory |
|
|
170 | (4) |
|
Marketing Prague as a tourism destination |
|
|
172 | (2) |
|
|
|
174 | (1) |
|
|
|
174 | (1) |
|
Suggested further reading |
|
|
174 | (1) |
|
Managing the countryside for tourism: a governance perspective |
|
|
175 | (13) |
|
|
|
|
|
175 | (1) |
|
|
|
175 | (1) |
|
Introduction: rural tourism |
|
|
175 | (2) |
|
Tourism in the countryside: challenges |
|
|
177 | (1) |
|
Tourism in the countryside: management responses |
|
|
178 | (2) |
|
The governance of the countryside |
|
|
180 | (2) |
|
Rural governance and tourism: competing ideologies |
|
|
182 | (2) |
|
The Windermere Speed Limit |
|
|
183 | (1) |
|
The rural governance model: management implications |
|
|
184 | (2) |
|
The impact of the 2001 Foot and Mouth Outbreak on Rural Tourism |
|
|
185 | (1) |
|
|
|
186 | (1) |
|
|
|
187 | (1) |
|
Suggested further reading |
|
|
187 | (1) |
|
Managing tourism for development |
|
|
188 | (14) |
|
|
|
|
|
188 | (1) |
|
|
|
188 | (1) |
|
|
|
188 | (1) |
|
The nature of tourism in development |
|
|
189 | (3) |
|
Nature of the destination |
|
|
192 | (4) |
|
|
|
195 | (1) |
|
Community tourism development in Bangunkerto, Indonesia |
|
|
195 | (1) |
|
Government regulatory framework for development optimisation |
|
|
196 | (2) |
|
Industry management decisions for development optimisation |
|
|
198 | (2) |
|
|
|
200 | (1) |
|
|
|
201 | (1) |
|
Suggested further reading |
|
|
201 | (1) |
|
Site and visitor management at natural attractions |
|
|
202 | (15) |
|
|
|
|
|
202 | (1) |
|
|
|
202 | (1) |
|
|
|
202 | (1) |
|
|
|
202 | (3) |
|
|
|
205 | (9) |
|
Footpath protection at Housesteads Fort and Museum, Hadrian's Wall, UK |
|
|
209 | (5) |
|
|
|
214 | (1) |
|
|
|
215 | (1) |
|
Suggested further reading |
|
|
215 | (2) |
|
Part 4: Contemporary Issues in Tourism Management |
|
|
217 | (104) |
|
The role of government in the management of tourism: the public sector and tourism policies |
|
|
217 | (15) |
|
|
|
|
|
217 | (1) |
|
|
|
217 | (1) |
|
|
|
218 | (2) |
|
The role of government in tourism |
|
|
220 | (9) |
|
Tourism as an election issue in New Zealand |
|
|
224 | (3) |
|
Why should government fund tourism promotion? |
|
|
227 | (2) |
|
The changing dimensions of central government involvement in tourism |
|
|
229 | (1) |
|
|
|
230 | (1) |
|
|
|
230 | (1) |
|
Suggested further reading |
|
|
230 | (2) |
|
Information and communication technologies for tourism |
|
|
232 | (14) |
|
|
|
|
|
232 | (1) |
|
|
|
232 | (1) |
|
Introduction: eTourism -- demand and technology-driven revolution |
|
|
232 | (1) |
|
eTourism and the tourism industry -- strategic and tactical functions |
|
|
233 | (2) |
|
eTourism impacts on the marketing mix |
|
|
235 | (1) |
|
|
|
236 | (2) |
|
|
|
238 | (1) |
|
|
|
239 | (1) |
|
|
|
240 | (2) |
|
|
|
242 | (2) |
|
|
|
243 | (1) |
|
|
|
244 | (1) |
|
|
|
245 | (1) |
|
Suggested further reading |
|
|
245 | (1) |
|
Destination marketing and technology: the case of web-based data mining |
|
|
246 | (13) |
|
|
|
|
|
246 | (1) |
|
|
|
246 | (1) |
|
Introduction: destination marketing |
|
|
246 | (2) |
|
Use of websites in destination marketing |
|
|
248 | (1) |
|
|
|
249 | (1) |
|
Forms of web-based data mining |
|
|
250 | (3) |
|
|
|
253 | (4) |
|
|
|
255 | (2) |
|
|
|
257 | (1) |
|
Suggested further reading |
|
|
258 | (1) |
|
Tourism and the environment |
|
|
259 | (16) |
|
|
|
|
|
259 | (1) |
|
|
|
259 | (1) |
|
Introduction: tourism and the environment |
|
|
259 | (2) |
|
What is the tourism environment? |
|
|
261 | (3) |
|
Tourism development in Bhutan |
|
|
262 | (2) |
|
Tourism and environment conflicts: the context |
|
|
264 | (3) |
|
Managing the tourism--environment relationship |
|
|
267 | (3) |
|
Managing the tourism environment: a systems approach |
|
|
270 | (2) |
|
Implications of a systems approach to tourism environmental management |
|
|
272 | (1) |
|
Cyprus: tourism, development and the environment |
|
|
273 | (1) |
|
|
|
273 | (1) |
|
|
|
274 | (1) |
|
Suggested further reading |
|
|
274 | (1) |
|
International tourism: the management of crisis |
|
|
275 | (13) |
|
|
|
|
|
275 | (1) |
|
|
|
275 | (1) |
|
Introduction: crisis and international tourism |
|
|
275 | (3) |
|
From disaster and crisis to tourism in crisis |
|
|
278 | (3) |
|
The impact of SARS on international tourism |
|
|
279 | (2) |
|
What is a tourism crisis? |
|
|
281 | (2) |
|
The Bali bombing: impacts and responses |
|
|
282 | (1) |
|
Towards a framework for tourism crisis management |
|
|
283 | (1) |
|
Principles of tourism crisis management |
|
|
284 | (1) |
|
Managing a tourism crisis: a framework |
|
|
285 | (2) |
|
|
|
287 | (1) |
|
|
|
287 | (1) |
|
Suggested further reading |
|
|
287 | (1) |
|
Ethics in tourism management |
|
|
288 | (17) |
|
|
|
|
|
|
|
288 | (1) |
|
|
|
288 | (1) |
|
|
|
288 | (2) |
|
The problem of implementation |
|
|
290 | (1) |
|
Conflicts surrounding ethics |
|
|
290 | (1) |
|
Tourism Concern and Myanmar |
|
|
290 | (1) |
|
Ethical and responsible business |
|
|
291 | (3) |
|
Radisson Hotels and Resorts |
|
|
293 | (1) |
|
|
|
294 | (5) |
|
|
|
299 | (1) |
|
|
|
299 | (1) |
|
|
|
300 | (2) |
|
Responsible tourism in destinations |
|
|
302 | (1) |
|
|
|
303 | (1) |
|
|
|
304 | (1) |
|
Suggested further reading |
|
|
304 | (1) |
|
Managing the heritage enterprise for liveable host communities |
|
|
305 | (16) |
|
|
|
|
|
|
|
|
|
305 | (1) |
|
|
|
305 | (1) |
|
Introduction: tourism in the age of globalisation |
|
|
306 | (1) |
|
Tourism, culture and host community: a complex relationship |
|
|
307 | (1) |
|
Information and communication technology and tourism |
|
|
308 | (3) |
|
The deconstruction of mass tourism |
|
|
311 | (4) |
|
The heritage enterprise: managing confidence |
|
|
315 | (1) |
|
The role of the heritage enterprise |
|
|
316 | (3) |
|
Venice and Bologna, Italy |
|
|
317 | (1) |
|
Tourismus & Congress GMbH & The BONNTICKET system, Germany |
|
|
318 | (1) |
|
|
|
319 | (1) |
|
|
|
320 | (1) |
|
Suggested further reading |
|
|
320 | (1) |
|
|
|
321 | (3) |
|
|
|
321 | (1) |
|
|
|
321 | (1) |
|
|
|
321 | (1) |
|
Technological developments |
|
|
322 | (1) |
|
|
|
322 | (1) |
|
|
|
323 | (1) |
|
|
|
323 | (1) |
|
|
|
323 | (1) |
| References |
|
324 | (20) |
| Index |
|
344 | |