Tourism the business of travel
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| Hauptverfasser: | , , |
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| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Upper Saddle River
Pearson
2006
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| Ausgabe: | 3. ed. |
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| Online-Zugang: | Table of contents Inhaltsverzeichnis |
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| 100 | 1 | |a Cook, Roy A. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Tourism |b the business of travel |c Roy A. Cook ; Laura J. Yale ; Joseph J. Marqua |
| 250 | |a 3. ed. | ||
| 264 | 1 | |a Upper Saddle River |b Pearson |c 2006 | |
| 300 | |a XVII, 489 S. |b Ill.,graph. Darst., Kt. |c 28 cm | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references | ||
| 650 | 4 | |a Tourisme | |
| 650 | 4 | |a Tourism | |
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| 700 | 1 | |a Yale, Laura J. |e Verfasser |4 aut | |
| 700 | 1 | |a Marqua, Joseph J. |e Verfasser |4 aut | |
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Datensatz im Suchindex
| _version_ | 1819605577923297280 |
|---|---|
| adam_text | Titel: Tourism
Autor: Cook, Roy A.
Jahr: 2006
Contents
Preface xiii
About the Authors xvii
PART 1 The Traveling Public and
Tourism Promoters 1
CHAPTER 1 Introducing the
World s Largest
Industry, Tourism 2
Learning Objectives 3
Chapter Outline 3
Could a Career in Tourism Be
in Your Future? 4
Introduction 4
Services and Tourism 5
What Is Tourism? 5
A Tourism Model 6
The History of Travel and Tourism 9
The Empire Era 9 · The Middle Ages
and the Renaissance Era 12 · The Grand
Tour Era 13 · The Mobility Era 13 ·
The Modern Era 14
Bringing Tourism into Focus 15
Geography Describes the Traveler s
World 17
Physical Geography 17 · Human
Geography 18 · Regional Geography 19
Studying Tourism from Business
Perspectives 20
Marketing 20 · Management 22 · Finance
23
Tourism s Challenges and Opportunities 26
Where Do You Fit In? 28
Topics Covered in Each Chapter 28
Summary 29
You Decide 29
Net Tour 30
Discussion Questions 30
Applying the Concepts 30
Glossary 30
References 31
Readings:
ASTA Code of Ethics: Guiding Principles
for Members 32
Even Tested Travelers Can Be
Provincial 34
CHAPTER 2 · Marketing to the
Traveling Public 36
Learning Objectives 37
Chapter Outline 37
A Ride on the Wild Side! 38
Introduction 39
Decisions, Decisions, Decisions 39
Information Seeking 40 · It s All in the
Details 42
Foundations for Understanding Tourist
Motivations 43
Push and Pull Motivations 43 · Maslow s
Hierarchy of Needs 44 · The Leisure
Ladder Model 46 · The Psychocentric-
Allocentric Model 47
Segmenting the Tourism Market 49
Geographic Segmentation 50 *
Demographic Segmentation SI ·
Psychographic Segmentation 52 ·
Product-Related Segmentation 53 · Putting
Segmentation Knowledge to Work 55
Specialized Tourist Segments 57
Business and Professional Travelers 57 ·
Incentive Travelers 60 · Mature
Travelers 61 · Special-Interest
Travelers 62
Delivering High-Quality Service 65
Summary 66
You Decide 67
Net Tour 67
Discussion Questions 67
Applying the Concepts 68
Glossary 68
References 69
Readings:
Motorcoach Tours Had Modest Start
in New England in 1925 71
The Brand Boom 74
vii
Contents
CHAPTER ë Delivering Quality
Tourism Services 76
Learning Objectives 77
Chapter Outline 77
All s Well That Ends Well? 78
Introduction 78
Quality 79
Defining Quality 80 · Quality
Differences 82
Service Encounters 82
Service Quality Model 83
Quality and Customer Satisfaction 87
Human Resources: The Key to High-
Quality Service 88
Understanding and Meeting Guest
Needs 89
Building Service Teams 90
Service Mistakes 92
Mistakes Happen 93 · Be a Can-Do
Problem-Sober 93
Service Guarantees 94
Summary 96
You Decide 96
Net Tour 97
Discussion Questions 97
Applying the Concepts 97
Glossary 98
References 98
Readings:
Driving to the Bahamas: A Lesson
in Guest Service 100
Supply-Chain Policies Help Hoteliers
Save Time, Money 102
CHAPTER 4 Bringing Travelers
and Tourism Service
Suppliers Together 104
Learning Objectives 105
Chapter Outline 105
One Stop Does It All! 106
Introduction 106
Serving Traveler Needs 107
Why Use Intermediaries? 108
One-Level (Direct) Distribution
Channels 109
Two-Level Distribution Channels 110
Travel Agencies 110 · Improving Service
Delivery through Cooperative Systems 116
Three-Level Distribution Channels 117
Tours 117 » Tour Operators 119·
Consolidato^ and Travel Clubs 121 ·
Meeting Planners 111
Tapping the Power of Dual
Distribution 123
Tourism Information Sources
and Services 123
Selling Adds a Personal Touch 125
Acquiring Product Knowledge 125 ·
Approaching the Client 126 · Qualifying the
Client 126 · Making the Sales Presentation
126 · Closing the Sale 127 Following Up
127 · Building Relationships 128
Summary 128
You Decide 129
Net Tour 129
Discussion Questions 129
Applying the Concepts 130
Glossary 130
References 131
Readings:
When Meeting Planners Go the Extra
Mile 132
Ust-Century Travel: Looking Ahead,
Agents Expect to Be Viable in the New
Century 136
INTEGRATIVE CASES
Elite House: Using e-Service Recovery to
Deal with Brick and Mortar Failure 140
100% Satisfaction Guaranteed 143
V PART 2
Tourism Service
Suppliers 145
CHAPTER 5 Transportation 146
Learning Objectives 147
Chapter Outline 147
The Graduation Gift 148
Introduction 148
Surface Transportation 150
Plying the Waves 150 · Riding the
Rails 152
Amtrak and VIA Rail Canada Services 153
International Passenger Rail Service 154
Cruising the Highways and Byways 158
Automobiles 158 · Motorcoaches 160
Important Transportation Links 162
Soaring through the Skies 163
Operating in a Deregulated
Environment 165 · Decoding the Language
of the Airline World 169
Improving Operating Efficiency
and Effectiveness 170
Internet Changes Travel Distribution
Channels 173
Contents
Summary 174
You Decide 174
Net Tour 175
Discussion Questions 175
Applying the Concepts 175
Glossary 176
References 177
Readings:
Both Pricey, Both in Trouble, But Air
Travel Is No Match for a Train
with a View 178
The Hub-and-Spoke System Remodels
the Airways 180
CHAPTER 6 Accommodations 182
Learning Objectives 183
Chapter Outline 183
Expect the Unexpected 184
Introduction 184
Oh So Many Choices! 185
No Two Are Exactly Alike 186 · Same
Time, Same Place? 188 · Your Attention,
Please! 190 · Enjoying the Great
Outdoors 190
Rooms, Rooms, and More 191
Making Sense of Classifications and Rating
Systems 193 · Lodging Lexicon 194
Organizing for Successful Operations 196
Going It Alone 197 · Franchising 197 *
Management Contracts 197 · Chain
Operations 198 · Strength in Numbers 199
It All Begins with Sales 199
Providing a Home Away from Home 200 ·
Meeting Guests Needs 201 · Achieving
Profitable Operations 203
Using Technology to Tie It All Together 206
Summary 207
You Decide 208
Net Tour 208
Discussion Questions 208
Applying the Concepts 209
Glossary 209
References 210
Readings:
Pillow Talk 212
The New Opportunity for Independent
Hotels 215
CHAPTER 7 Food and
Beverage 218
Learning Objectives 219
Chapter Outline 219
Sometimes It s More Difficult Than
It Seems 220
Introduction 220
Major Influences on the Development
of Food and Beverage Services 221
Travel and Discovery 221 · Science and
Technology 223 · Building a Culinary
Heritage 223 · The Beginnings of Modern
Foodservice Practices 224 · Planning to
Meet Guest Expectations 225 · It All
Comes Down to Rhythm, Timing,
and Flow 227 · Adding Value to Food
and Beverage Experiences 229 · From
Ten to Ten Thousand 232
Building Profitable Operations 233
Balancing Payroll Costs with
Productivity 234 · Food Quality and Food
Costs Are the Results of Effective
Purchasing 235 · Using Technology to
Improve Service Delivery 235
An Ounce of Prevention Is Worth a Pound
of Cure 235
Beverages 237
Beverage Operations 238 » Keeping Spirits
Under Control 239
Summary 240
You Decide 240
Net Tour 241
Discussion Questions 241
Applying the Concepts 241
Glossary 241
References 242
Readings:
Inviting the Media to Dinner: How,
When, and Why to Stage a Media
Dinner/Event 243
Operators Find It s No Holiday Attracting
Hard-to-Get Tourists 246
CHAPTER 8 Attractions and
Entertainment 248
Learning Objectives 249
Chapter Outline 249
So Many Things to Do and So Little
Time 250
Introduction 250
A World of Opportunities 252
Foundations for Understanding Attractions
and Entertainment 253
Heritage Attractions 255
Museums and Historical Sites 256 * Zoos
and Aquariums 257 · Parks
and Preserves 259 · Fairs
and Festivals 262
Commercial Attractions 263
Amusement Parks 263 · Theme
Parks 265
Contents
Gaming 266
Emerging Gaming Segments 267 · Place
Your Bets 268
Shopping 270
Live Entertainment 272
Sporting Activities 272 · The Performing
Arts 273
Summary 273
You Decide 274
Net Tour 274
Discussion Questions 275
Applying the Concepts 275
Glossary 275
References 276
Readings:
The Future Is Wow! 278
Is Legalized Gambling a $600 Billion
Industry or a $50 Billion Industry? 281
CHAPTER 9 Destinations 282
Learning Objectives 283
Chapter Outline 283
Dreams Can Come True 284
Introduction 284
From Resorts to Urban
Destinations 285
Classifying Destinations 286
Far from the Maddening Crowd 289
Links to the Past 290
Seasonal Delights 291
Spotlight on Sporting Activities 292
Snow Holiday Resorts 293 · Golf
Resorts 294
Year-Round Playgrounds 295
Spas 296 · Cruise Ships 296 · Casino
Resorts 302 · Integrated Resorts 303
Bright Lights and City Sights 304
Building on Success 304
Summary 305
You Decide 305
Net Tour 306
Discussion Questions 306
Applying the Concepts 306
Glossary 307
References 307
Readings:
Finding the Best Ship at the Best
Price 309
Great Place to Stay (Employed) 312
INTEGRATIVE CASES
Buying a Piece of Paradise 316
Plotting a Course in Uncharted Waters 323
PART3
The Hospitality
Environment 331
CHAPTER 10 - Economic
and Political Impacts
of Tourism 332
Learning Objectives 333
Chapter Outline 333
Chamber Director Headache #1456 334
Introduction 334
Looking to Tourism for Economic Growth
and Vitality 336
Comparative Advantage 337 · Tourism
and Foreign Exchange Rates 337
The Multiplier Concept 338
Realizing Tourism s Export Potential 338 ·
What Goes Around Comes Around 339 ·
Tracking the Impact of Tourism
Expenditures 341
Other Economic Impacts 341
Potential Problems in Tourism-Based
Economies 343 · Tourism in the Economic
Balance 344
Tourism and Politics 344
The Role of Government in Tourism 345 *
Tourism Promotion Agencies 347
Public/Private Organizations 348
Chambers of Commerce and Convention
and Visitors Bureaus 348 · Convention
Centers 349
Tourism Planning 351
Political Tugs of War over Tourism 353
Summary 354
You Decide 355
Net Tour 356
Discussion Questions 356
Applying the Concepts 356
Glossary 356
References 357
Readings:
The Four-Season Challenge 359
Coyote Pass Hospitality 361
CHAPTER 11 . Environmental
and Social/
Cultural Impacts
of Tourism 364
Learning Objectives 365
Chapter Outline 365
Reflecting on the Future 366
Introduction 366
Contents
Tourism and the Environment 367
Defining Carrying Capacity 367 ·
Determining Carrying Capacities 368
Environmental Impacts of Tourism 370
Social and Cultural Impacts
of Tourism 372
Host Community 372 · Social
and Cultural Benefits of Tourism 373 ·
Using Culture to Attract Tourists 374
Unintended Consequences of Tourism
on Culture 376
Mass Tourism versus Ecotourism 378
When Is Tourism Too Much of a Good
Thing? 379 · Ecotourism 381 ·
Ecotourism in the 21st Century 384 ·
Sustaining Tourism s Benefits 385
Summary 386
You Decide 386
Net Tour 387
Discussion Questions 387
Applying the Concepts 387
Glossary 388
References 388
Readings:
Preserving the Landscape
of Cinque Terre 390
Resorts Go Up . . . and Down 393
CHAPTER 12 The Future of
Tourism 396
Learning Objectives 397
Chapter Outline 397
On the Road Again 398
Introduction 398
The Shape of Coming Tourism
Markets 399
Demographic Shifts 399 · Disabled
Travelers 403 · Changes in Business,
Professional, and Conference Travel 404
Trends in Forms of Tourism 406
Adventure and Extreme Tourism 406 ·
New Forms of Tourism 408
Meeting Future Tourists Needs 408
Travel Agents Changing Roles 410
Moving into an Era of Competitive
Cooperation 411
Accelerating Technological Advances 413
Maximizing Operating Efficiencies 413 ·
The Green Frontier 413 · Amplifying
Guests Experiences 414 · Safety and
Security Strides 414 · Transportation
Transformations 415 · Internet—The Travel
Tool of the 21st Century 416
Keeping the Human Touch? 417
Conclusion 418
You Decide 419
Net Tour 419
Discussion Questions 419
Applying the Concepts 420
Glossary 420
References 421
Readings:
Meeting the Needs of a Changing
Industry 423
Winter Snowsports Resorts: Destinations
at a Crossroads 425
INTEGRATIVE CASES
Coping with Crisis 430
West Marin: A Case-Study of Responsible
Tourism 434
APPENDICES
Appendix A Geography: Your Window to
the World 440
Appendix  Tourism Research 451
Appendix C Choosing a Career and
Finding a Job 460
Glossary 471
Index 477
|
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| id | DE-604.BV023348136 |
| illustrated | Illustrated |
| indexdate | 2024-12-23T21:02:59Z |
| institution | BVB |
| isbn | 0131189808 |
| language | English |
| lccn | 2005005094 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-016531784 |
| oclc_num | 57730834 |
| open_access_boolean | |
| owner | DE-29 DE-859 |
| owner_facet | DE-29 DE-859 |
| physical | XVII, 489 S. Ill.,graph. Darst., Kt. 28 cm |
| publishDate | 2006 |
| publishDateSearch | 2006 |
| publishDateSort | 2006 |
| publisher | Pearson |
| record_format | marc |
| spellingShingle | Cook, Roy A. Yale, Laura J. Marqua, Joseph J. Tourism the business of travel Tourisme Tourism Tourismusindustrie (DE-588)4466880-6 gnd |
| subject_GND | (DE-588)4466880-6 |
| title | Tourism the business of travel |
| title_auth | Tourism the business of travel |
| title_exact_search | Tourism the business of travel |
| title_full | Tourism the business of travel Roy A. Cook ; Laura J. Yale ; Joseph J. Marqua |
| title_fullStr | Tourism the business of travel Roy A. Cook ; Laura J. Yale ; Joseph J. Marqua |
| title_full_unstemmed | Tourism the business of travel Roy A. Cook ; Laura J. Yale ; Joseph J. Marqua |
| title_short | Tourism |
| title_sort | tourism the business of travel |
| title_sub | the business of travel |
| topic | Tourisme Tourism Tourismusindustrie (DE-588)4466880-6 gnd |
| topic_facet | Tourisme Tourism Tourismusindustrie |
| url | http://www.loc.gov/catdir/toc/ecip058/2005005094.html http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016531784&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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