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• Title Page
• Copyright Page
• Dedication
• Contents
• Preface
• Acknowledgments
• About the Authors
• Part 1: The Traveling Public and Tourism Promoters
• 1. Introducing the World’s Largest Industry, Tourism
• Learning Objectives
• Chapter Outline
• Could a Career in Tourism Be in Your Future?
• Introduction
• Services and Tourism
• What Is Tourism?
• A Tourism Model
• The History of Travel and Tourism
• The Empire Era
• The Middle Ages and the Renaissance Era
• The Grand Tour Era
• The Mobility Era
• The Modern Era
• Bringing Tourism into Focus
• Geography Describes the Traveler’s World
• Maps
• Reading Maps
• Indexes and Locators
• Scales
• Legends
• Physical Geography
• Landforms and Vegetation
• Water
• Climate and Seasons
• Human Geography
• Regional Geography
• Studying Tourism from Business Perspectives
• Marketing
• Management
• Finance
• Tourism’s Challenges and Opportunities
• Where Do you Fit in?
• Topics Covered in Each Chapter
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• 2. Marketing to the Traveling Public
• Learning Objectives
• Chapter Outline
• A Ride with a Difference!
• Introduction
• Decisions, Decisions, Decisions
• Information Seeking
• It’s All in the Details
• Foundations for Understanding Tourist Motivations
• Push and Pull Motivations
• Maslow’s Hierarchy of Needs
• The Travel Career Patterns
• The Psychocentric–Allocentric Model
• Segmenting the Tourism Market
• Geographic Segmentation
• Demographic Segmentation
• Psychographic Segmentation
• Product-Related Segmentation
• Putting Segmentation Knowledge to Work
• Specialized Tourist Segments
• Business and Professional Travelers
• Incentive Travelers
• SMERFs
• Mature Travelers
• Special-Interest Travelers
• Delivering High-Quality Service
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• 3. Delivering Quality Tourism Services
• Learning Objectives
• Chapter Outline
• All’s Well That Ends Well?
• Introduction
• Quality
• Defining Quality
• Quality Differences
• Service Encounters
• Service Quality Model
• Quality and Customer Satisfaction
• Human Resources: The Key to High-Quality Service
• Bringing Employees into the Organization
• Working with Organized Labor
• Setting the Stage for Peak Performance
• Achieving and Maintaining Peak Performance
• Anticipating and Meeting Guest Needs
• Building Service Teams
• Service Mistakes
• Mistakes Happen
• Be a Can-Do Problem Solver
• Service Guarantees
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• 4. Bringing Travelers and Tourism Service Suppliers Together
• Learning Objectives
• Chapter Outline
• One Stop Does It All!
• Introduction
• Serving Traveler Needs
• Why Use Intermediaries?
• One-Level (Direct) Distribution Channels
• Two-Level Distribution Channels
• Travel Agencies
• Three-Level Distribution Channels
• Tour Operators
• Tours
• Consolidators and Travel Clubs
• Event Planners
• Tapping the Power of Multiple Distribution
• Tourism Boards and Other Intermediaries
• Selling Adds a Personal Touch
• Acquiring Product Knowledge
• Approaching the Client
• Qualifying the Client
• Making the Sales Presentation
• Closing the Sale
• Following Up
• Building Relationships
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• 5. Capturing Technology’s Competitive Advantages
• Learning Objectives
• Chapter Outline
• Staying on the Cutting Edge
• Introduction
• Improving Operating Efficiency and Effectiveness
• Management Information Systems
• Point-of-Sale Systems
• Property Management Systems
• Providing Customer Convenience and Enhancing Service
• Changing Communication and Distribution Channels
• Internet and Travel Product Distribution
• Internet-Based Distribution for Hotels
• Internet as a Travel Tool
• The Power of User-Generated Content
• Improving Profitability
• Operational Considerations
• Revenue Management in Practice
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• Integrative Cases
• Whose Money Is It?
• Measuring and Managing Employee Turnover at Tastee Max Restaurants
• Boss or Friend
• 100% Satisfaction Guaranteed
• Part 2: Tourism Service Suppliers
• 6. Transportation
• Learning Objectives
• Chapter Outline
• The Graduation Gift
• Introduction
• Surface Transportation
• Plying the Waves
• Riding the Rails
• Canada and the United States Follow Similar Tracks for Rail Service
• Asian and European Rail Service Blazes Ahead
• Scenic Railroads
• Cruising the Highways and Byways
• Automobiles
• Motorcoaches
• Important Transportation Links
• Soaring Through the Skies
• Operating in a Deregulated Environment
• Decoding the Language of the Airline World
• Airports
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• 7. Accommodations
• Learning Objectives
• Chapter Outline
• Expect the Unexpected
• Introduction
• Oh, So Many Choices!
• No Two Are Exactly Alike
• Living Like a Local
• Same Time, Same Place?
• Living, Learning, and Leisure
• Enjoying the Great Outdoors
• Rooms, Rooms, and More
• Making Sense of Classifications and Ratings Systems
• Lodging Lexicon
• Operating Structures
• Going It Alone
• Franchising
• Management Contracts
• Chain Operations
• Strength in Numbers
• It All Begins with Marketing
• Providing a Home Away from Home
• Organizing for Success
• Meeting Guests’ Needs
• Achieving Profitable Operations
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• 8. Food and Beverage
• Learning Objectives
• Chapter Outline
• Sometimes It’s More Difficult Than It Seems
• Introduction
• Major Influences on the Development of Food and Beverage Services
• Travel and Discovery
• Science and Technology
• Building a Culinary Heritage
• The Beginnings of Modern Foodservice Practices
• Planning to Meet Guest Expectations
• It All Comes Down to Rhythm, Timing, and Flow
• Adding Value to Food and Beverage Experiences
• From Ten to Ten Thousand
• Building Profitable Operations
• Balancing Payroll Costs with Productivity
• Food Quality and Food Costs Are the Results of Effective Purchasing
• An Ounce of Prevention Is Worth a Pound of Cure
• Beverages
• Beverage Operations
• Keeping Spirits Under Control
• Coffee, Tea, Or?
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• 9. Attractions and Entertainment
• Learning Objectives
• Chapter Outline
• So Many Things to Do and So Little Time
• Introduction
• A World of Opportunities
• Foundations for Understanding Attractions and Entertainment
• Heritage Attractions
• Museums and Historical Sites
• Zoos and Aquariums
• Parks and Preserves
• Fairs and Festivals
• Commercial Attractions
• Amusement Parks
• Theme Parks
• Gaming
• Gaming Segments
• Place Your Bets
• Shopping
• Live Entertainment
• Sporting Activities
• The Performing Arts
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• 10. Destinations
• Learning Objectives
• Chapter Outline
• Indulging in Destination Macao
• Introduction
• From Resorts to Urban Destinations
• Classifying Destinations
• Far from the Maddening Crowd
• Links to the Past
• Seasonal Delights
• Spotlight on Sporting Activities
• Snow Holiday Resorts
• Golf Resorts
• Year-Round Playgrounds
• Spas
• Cruise Ships
• Casino Resorts
• Integrated Resorts
• Bright Lights and City Sights
• Building on Success
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• Integrated Cases
• Flying the Competitive Skies: U.S. Airline Industry
• Georgia’s Restaurant Businesses
• Taking a Dive
• Part 3: The Tourism Environment
• 11. Economic and Political Impacts of Tourism
• Learning Objectives
• Chapter Outline
• Chamber Director Headache #1456
• Introduction
• Looking to Tourism for Economic Growth and Vitality
• Comparative Advantage
• Tourism and Foreign Exchange Rates
• The Multiplier Concept
• Realizing Tourism’s Export Potential
• What Goes Around Comes Around
• Tracking the Impact of Tourism Expenditures
• Economic Impact Analysis
• Other Economic Impacts
• Potential Problems in Tourism-Based Economies
• Tourism in the Economic Balance
• Tourism and Politics
• The Role of Government in Tourism
• Tourism Promotion Agencies
• Public/Private Organizations
• Chambers of Commerce and Convention and Visitors Bureaus
• Convention Centers
• Tourism Planning
• Political “Tugs of War” Over Tourism
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• 12. Environmental and Social/Cultural Impacts of Tourism
• Learning Objectives
• Chapter Outline
• Reflecting on the Future
• Introduction
• Tourism and the Environment
• Defining Carrying Capacity
• Determining Carrying Capacities
• Environmental Impacts of Tourism
• Social and Cultural Impacts of Tourism
• Host Community
• Social and Cultural Benefits of Tourism
• Using Culture to Attract Tourists
• Unintended Consequences of Tourism on Culture
• The Demonstration Effect
• A Dark Side to Tourism’s Promise of Economic Benefits
• External Influences and Internal Problems
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• 13. Sustaining Tourism’s Benefits
• Learning Objectives
• Chapter Outline
• Green’s the Dream
• Introduction
• When Is Tourism Too Much of a Good Thing?
• Planet
• People
• What’s in a Name?
• Ecotourism
• Niche Markets
• Establishing Standards
• Going Green
• A Future of Sustainability
• Summary
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• 14. The Future of Tourism
• Learning Objectives
• Chapter Outline
• A New Reality
• Introduction
• The Shape of Coming Tourism Markets
• Demographic Shifts
• Travelers with Disabilities and Special Needs
• Changes in Business, Professional, and Conference Travel
• Emerging Tourism Markets
• Slow Tourism
• Adventure and Extreme Tourism
• Medical Tourism
• Vocation and Real Estate Tourism
• Space Tourism
• Marijuana Tourism
• Meeting Future Tourists’ Needs
• Transportation Transformations
• Moving into an Era of Competitive Cooperation and Consolidation
• Service Enhancements
• Amplifying Guests’ Experiences
• Safety and Security Strides
• Keeping the Human Touch
• The Green Frontier
• Tourism Research
• Types of Tourism Research
• Who Conducts Tourism Research?
• Who Needs and Uses Tourism Research?
• When, Where, and How Is Tourism Research Conducted?
• Tourism Research Is Hard to Do
• Conclusion
• You Decide
• Net Tour
• Discussion Questions
• Applying the Concepts
• Glossary
• References
• Integrated Cases
• It’s Not a Bird House
• Coping with Crisis
• Any City Can be a Tourist Destination
• Struggling to Serve the Cannabis Tour Niche
• Glossary
• Index
• Back Cover