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Contents

Part I: Managing Customer Satisfaction 1: Quality and Service Management Perspectives, E Laws, London,B Prideaux and G Moscardo, James Cook University, Australia 2: Convention Delegates - The Relationship between Satisfactionwith the Convention and with the Host Destination: A Case Study, M Deery and L Jago, James Cook University, Australia 3: Issues Pertaining to Service Recovery in the Tourism and Leisure Industries, S Pegg and J-H Suh, University of Queensland, Australia 4: Is Near Enough Good Enough? Understanding and Managing Customer Satisfaction with Wildlife Based Tourism Experiences, G Moscardo 5: Management of Tourism: Conformation to Whose Standards?N Scott, University of Queensland, Australia Part II: Competition and Collaboration Case Study 1: TISCOVER: Development and Growth, D Buhalis,University of Surrey, UK, K Karcher and M Brown, Tiscover AG,Innsbruck, Austria 6: Co-Branding in the Restaurant Industry, M Khan, HowardUniversity, USA 7: 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, USA Part III: Service Design and Improvement 8: Service System: A Strategic Approach to Innovate and ManageService Superiority, J Kandampully and R Kandampully, OhioState University, USA 9: Marketing Tourism On-Line, L Kreb and G Wall, University of Waterloo, Canada 10: Guidelines for Professional Activity Services In Tourism - A Discussion About the Quality of a Tourist Experience Product,R Komppula, University of Joensuu, Finland 11: Tourism Development: Hard Core or Soft Touch?, F Williamsand M MacLeod, Scottish Agricultural College, Scotland 12: Quality Management for Events, D Getz, University of Calgary,Canada and J Carlson, Curtin University of Technology, Australia 13: CAVIAR: Canterbury and Vladimir International Action forRegeneration - a case study for techniques for integrated marketing, service quality and destination management,B Le Pelley and W Pettit Part IV: Managing Staff - Customer Relations 14: Coping with the 'Performance' of Emotional Labour in theTourism and Hospitality Industries, B Anderson, University ofSouth Australia, Australia 15: Guiding Chinese Group Tours in Australia: An Analysis Using Role Theory, X Yu and B Weiler, Monash University, Australia 16: Effective Management of Hotel Revenue: Lessons from the SwissHotel Industry, K Varini, Ecole Hoteliere Lausanne, Switzerlandand D Diamantis, La Roches Management School, Switzerland 17: Service Management in A World Heritage Area - Tourists,Cultures and The Environment , M Cooper and P Erfurt,Ritsumeikan Asia Pacific University, Japan 18: The Relationship Between Airline Cabin Service and National Culture: A Cabin Crew Perspective, B Prideaux and S S Kim,Sejong University, Korea 19: Considerations in Improving Service Systems, E Laws Part V: Researching Tourism And Hospitality Service Management 20: The Role of Research in Improving Tourism and Hospitality Services: Measuring Service Quality , S Hudson, Haskayne School of Business, Canada, G A Miller, University of Surrey, UKand P Hudson, JMC Holidays 21: Service Quality at The Cellar Door: A Lesson in Services Marketing From Western Australia's Wine Tourism Sector,M O'Neill, Auburn University, USA and S Charters, Edith Cowan University, Australia 22: Using the Critical Incidents Technique to Understand Service Quality in Tourist Accommodation, G Moscardo 23: Factors of Satisfaction: A Case Study of Explore Park, M Uysal,Virginia Polytechnic Institute and State University, USA 24: The Value of a Benchmarking Approach for Assessing Service Quality Satisfaction in Environmental Tourism, P L Pearce, James Cook University, Australia 25: The Development and Tracking of a Branding Campaign for Brisbane, N Scott and S Clark, Tourism Queensland, Australia 26: The Rasch Model Applied to Customer Satisfaction inMarbella, J L Santos-Arrebola, University of Malaga, Spain Part VI: Conclusion 27: Researching and Managing Tourism and Hospitality Service:Challenges and Conclusions, G Moscardo, B Prideaux andE Laws

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