Part I - Managing Customer Satisfaction
Quality and Service Management Perspectives, E Laws, London,B Prideaux and G Moscardo, James Cook University, Australia
Convention Delegates - The Relationship between Satisfactionwith the Convention and with the Host Destination: A CaseStudy, M Deery and L Jago, James Cook University, Australia
Issues Pertaining to Service Recovery in the Tourism and LeisureIndustries, S Pegg and J-H Suh, University of Queensland, Australia
Is Near Enough Good Enough? Understanding and ManagingCustomer Satisfaction with Wildlife Based TourismExperiences, G Moscardo
Management of Tourism: Conformation to Whose Standards?N Scott, University of Queensland, AustraliaPart II - Competition and Collaboration
Case Study: TISCOVER: Development and Growth, D Buhalis,University of Surrey, UK, K Kärcher and M Brown, Tiscover AG,Innsbruck, Austria
Co-Branding in the Restaurant Industry, M Khan, HowardUniversity, USA
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, USAPart III - Service Design and Improvement
Service System: A Strategic Approach to Innovate and ManageService Superiority, J Kandampully and R Kandampully, OhioState University, USA
Marketing Tourism On-Line, L Kreb and G Wall, University ofWaterloo, Canada
Guidelines for Professional Activity Services In Tourism - ADiscussion About the Quality of a Tourist Experience Product,R Komppula, University of Joensuu, Finland
Tourism Development: Hard Core or Soft Touch?, F Williamsand M MacLeod, Scottish Agricultural College, Scotland
Quality Management for Events, D Getz, University of Calgary,Canada and J Carlson, Curtin University of Technology, Australia
CAVIAR: Canterbury and Vladimir International Action forRegeneration - a case study for techniques for integratedmarketing, service quality and destination management,B Le Pelley and W PettitPart IV - Managing Staff - Customer Relations
Coping with the 'Performance' of Emotional Labour in theTourism and Hospitality Industries, B Anderson, University ofSouth Australia, Australia
Guiding Chinese Group Tours in Australia: An Analysis UsingRole Theory, X Yu and B Weiler, Monash University, Australia
Effective Management of Hotel Revenue: Lessons from the SwissHotel Industry, K Varini, Ecole Hoteliere Lausanne, Switzerlandand D Diamantis, La Roches Management School, Switzerland
Service Management in A World Heritage Area - Tourists,Cultures and The Environment , M Cooper and P Erfurt,Ritsumeikan Asia Pacific University, Japan
The Relationship Between Airline Cabin Service and NationalCulture: A Cabin Crew Perspective, B Prideaux and S S Kim,Sejong University, Korea
Considerations in Improving Service Systems, E LawsPart V - Researching Tourism And Hospitality ServiceManagement
The Role of Research in Improving Tourism and HospitalityServices: Measuring Service Quality , S Hudson, HaskayneSchool of Business, Canada, G A Miller, University of Surrey, UKand P Hudson, JMC Holidays
Service Quality at The Cellar Door: A Lesson in ServicesMarketing From Western Australia's Wine Tourism Sector,M O'Neill, Auburn University, USA and S Charters, Edith CowanUniversity, Australia
Using the Critical Incidents Technique to Understand ServiceQuality in Tourist Accommodation, G Moscardo
Factors of Satisfaction: A Case Study of Explore Park, M Uysal,Virginia Polytechnic Institute and State University, USA
The Value of a Benchmarking Approach for Assessing ServiceQuality Satisfaction in Environmental Tourism, P L Pearce, JamesCook University, Australia
The Development and Tracking of a Branding Campaign forBrisbane, N Scott and S Clark, Tourism Queensland, Australia
The Rasch Model Applied to Customer Satisfaction inMarbella, J L Santos-Arrebola, University of Malaga, SpainPart VI - Conclusion
Researching and Managing Tourism and Hospitality Service:Challenges and Conclusions, G Moscardo, B Prideaux andE Laws