business hotel management managing tourism and hospitality services, theory and international applications (cabi) 2006 [1845930126]外语英文电子书

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1、MANAGINGTOURISMANDHOSPITALITYSERVICESTheoryandInternationalApplicationsMANAGINGTOURISMANDHOSPITALITYSERVICESTheoryandInternationalApplicationsEditedbyBRUCEPRIDEAUXGIANNAMOSCARDOERICLAWSCABIisatradingnameofCABInternationalCABIHeadOfficeCABINorthAmericanOfficeNoswor

2、thyWay875MassachusettsAvenueWallingford7thFloorOxfordshireOX108DECambridge,MA02139UKUSATel:+44(0)1491832111Tel:+16173954056Fax:+44(0)1491833508Fax:+16173546875E-mail:cabi@cabi.orgE-mail:cabi-nao@cabi.orgWebsite:www.cabi.org©CABInternational2006.Allrightsreserved.N

3、opartofthispublicationmaybereproducedinanyformorbyanymeans,electronically,mechani-cally,byphotocopying,recordingorotherwise,withoutthepriorpermissionofthecopyrightowners.AcataloguerecordforthisbookisavailablefromtheBritishLibrary,London,UK.LibraryofCongressCatalog

4、ing-in-PublicationDataManagingtourismandhospitalityservices:theoryandinternationalapplica-tion/editedbyB.Prideaux,G.Moscardo,E.Laws.p.cm.Includesbibliographicalreferencesandindex.ISBN-13:978-1-84593-012-7(alk.paper)ISBN-10:1-84593-012-6(alk.paper)1.Hospitalityindu

5、stry--Management.2.Tourism--Management.I.Prideaux,B.(Bruce)II.Moscardo,Gianna.III.Laws,Eric,1945-IV.Title.TX911.3.M37M3232005647.94'068--dc222005016925ISBN-10:1845930126ISBN-13:9781845930127TypesetbySPi,Pondicherry,India.PrintedandboundintheUKbyBiddlesLtd,King’sLy

6、nn.ContentsContributorsixListofFiguresxiiiListofTablesxvPARTI–MANAGINGCUSTOMERSATISFACTION1.QualityandServiceManagementPerspectives1EricLaws,BrucePrideauxandGiannaMoscardo2.ConventionDelegates–TheRelationshipBetweenSatisfactionwiththeConventionandwiththeHostDestin

7、ation:ACaseStudy15LeoJagoandMargDeery3.IssuesPertainingtoServiceRecoveryintheTourismandLeisureIndustries26ShanePeggandJ.-H.K.Suh4.IsNearEnoughGoodEnough?UnderstandingandManagingCustomerSatisfactionwithWildlife-basedTourismExperiences38GiannaMoscardo5.ManagementofT

8、ourism:ConformationtoWhoseStandards?54NoelScottPARTII–COMPETITIONANDCOLLABORATION6.Tiscover–DevelopmentandGrowth62DimitriosBuhalis,KarstenKärcherandMatt