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xvii | |
Preface |
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xxv | |
Systematic sequence of book |
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xxvii | |
Features of book - guided tour |
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xxix | |
Case matrix |
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xxxi | |
Acknowledgments |
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xxxv | |
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Part I Introduction to marketing: What is marketing? |
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1 | (86) |
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1 Marketing in the contemporary world: Dynamic and ever-changing |
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3 | (27) |
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4 | (1) |
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Definition of marketing and the fundamentals |
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4 | (2) |
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Evolutionary eras of marketing |
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6 | (2) |
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8 | (1) |
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The COVID-19 pandemic and post-pandemic marketing era |
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9 | (1) |
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Developing a marketing orientation |
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10 | (5) |
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Core principles of marketing |
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15 | (3) |
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The hospitality and travel marketing environment |
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18 | (3) |
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Increasing importance of marketing |
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21 | (1) |
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22 | (8) |
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2 The hospitality and travel marketing system: Interconnected and interdependent |
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30 | (27) |
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30 | (1) |
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Many different approaches to defining our industry |
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31 | (3) |
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34 | (3) |
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The hospitality and travel marketing system |
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37 | (2) |
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39 | (2) |
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Long- and short-term marketing planning |
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41 | (1) |
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Differences in marketing services |
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42 | (5) |
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Why are hospitality and travel services marketing different? |
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47 | (4) |
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Organization of this book |
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51 | (1) |
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52 | (5) |
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3 Societal marketing, social responsibility, and social marketing: Planet, people, prosperity |
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57 | (30) |
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58 | (1) |
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Societal marketing, social responsibility, and social marketing |
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58 | (2) |
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Social responsibility and CSR - responsible actions by organizations |
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60 | (2) |
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Social marketing in hospitality and travel - influencing consumer behavior |
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62 | (1) |
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Sustainable development and the triple bottom line |
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63 | (1) |
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Planet - Environmental responsibility |
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64 | (4) |
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People - Societal and cultural responsibility |
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68 | (6) |
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Prosperity - Economic responsibility |
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74 | (1) |
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Responsibility during crises |
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75 | (1) |
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Gaining recognition for social responsibility |
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75 | (1) |
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Responsible consumption and travel |
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76 | (2) |
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78 | (9) |
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Part II Planning: Research and analysis: Where are we now? |
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87 | (92) |
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4 Customer behavior: Getting to know you |
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89 | (30) |
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89 | (1) |
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Changing paradigms in marketing |
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90 | (1) |
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Behavior of individual customers |
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90 | (1) |
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90 | (13) |
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103 | (3) |
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Relative importance of social and commercial information |
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106 | (1) |
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Buying processes of individual customers |
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106 | (3) |
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Classification of decision processes |
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109 | (1) |
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Consumer journey in tourism |
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110 | (1) |
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Behavior of organizational customers: B2B marketing |
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111 | (1) |
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Impacts of COVID-19 pandemic on customer behavior |
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112 | (1) |
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113 | (6) |
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5 Market and marketing research: Nourishment for marketing |
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119 | (29) |
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120 | (1) |
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Research as marketing nourishment |
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120 | (1) |
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Definitions of market and marketing research |
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121 | (1) |
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Reasons for doing research: The 8Cs |
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121 | (2) |
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Reasons for not doing research |
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123 | (1) |
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Research and the hospitality and travel marketing system |
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123 | (3) |
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Key requirements for good research information |
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126 | (1) |
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127 | (3) |
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Gathering secondary research information |
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130 | (4) |
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134 | (7) |
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Big data for hospitality and travel marketing |
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141 | (1) |
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142 | (6) |
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6 Analyzing marketing opportunities: Analyze to strategize |
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148 | (31) |
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149 | (1) |
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149 | (2) |
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151 | (1) |
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Steps in a situation analysis |
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152 | (12) |
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164 | (4) |
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168 | (2) |
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Criticisms of market and feasibility analysis |
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170 | (1) |
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Strategy analysis and the COVID-19 pandemic |
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171 | (1) |
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172 | (7) |
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Part III Planning: Marketing strategy and planning: Where would we like to be? |
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179 | (88) |
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7 Marketing strategy: Market segmentation and trends: Focusing |
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181 | (30) |
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182 | (1) |
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182 | (1) |
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Market segmentation analysis |
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183 | (1) |
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Reasons for market segmentation |
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183 | (1) |
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Benefits of market segmentation |
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184 | (1) |
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Limitations of market segmentation |
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185 | (2) |
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Criteria for effective segmentation |
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187 | (1) |
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The role of segmentation in marketing strategies |
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188 | (1) |
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188 | (9) |
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197 | (1) |
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Criticisms of market segmentation |
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197 | (1) |
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Market trends and segmentation |
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198 | (6) |
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Effects of COVID-19 on market segmentation |
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204 | (1) |
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204 | (7) |
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8 Marketing strategy: Positioning, image, branding, and alternative strategies: Routes to success |
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211 | (28) |
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212 | (1) |
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The process of developing a marketing strategy and plan |
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212 | (2) |
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214 | (6) |
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220 | (1) |
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221 | (4) |
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Alternative marketing strategies |
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225 | (5) |
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Relationship management and strategic alliances |
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230 | (1) |
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231 | (2) |
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233 | (6) |
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9 The marketing plan and the 8 Ps: The blueprint for action |
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239 | (28) |
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240 | (1) |
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Marketing plan definition |
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240 | (1) |
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Differences between short- and long-term planning |
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240 | (2) |
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Requirements for an effective marketing plan |
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242 | (2) |
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Benefits of having a marketing plan |
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244 | (1) |
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Contents of a marketing plan |
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245 | (1) |
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Steps in preparing and implementing a marketing plan |
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245 | (10) |
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1 Prepare the marketing plan rationale |
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247 | (2) |
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2 Develop a detailed implementation plan |
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249 | (4) |
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3 Write the executive summary |
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253 | (2) |
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The 8 Ps of hospitality and travel marketing |
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255 | (2) |
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The iceberg concept of hospitality and travel marketing |
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257 | (1) |
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Sharing of marketing plans |
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258 | (1) |
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COVID-19 and marketing plans |
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259 | (1) |
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260 | (7) |
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Part IV Implementing the marketing plan: How do we get there? |
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267 | (298) |
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10 Product development and partnerships: Producing experiences and satisfaction |
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269 | (37) |
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269 | (1) |
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Types and roles of hospitality and travel industry organizations |
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270 | (21) |
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271 | (14) |
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285 | (4) |
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3 Travel trade intermediaries |
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289 | (2) |
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4 Destination management organizations |
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291 | (1) |
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Overall trends and industry realities |
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291 | (1) |
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292 | (2) |
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Product development decisions |
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294 | (1) |
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Individual facility/service decisions |
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295 | (1) |
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296 | (3) |
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299 | (7) |
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11 People: Services and service quality: The people business |
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306 | (30) |
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307 | (1) |
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The two main groups of people: Guests and hosts |
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307 | (1) |
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Key role of people in the marketing mix |
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308 | (1) |
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309 | (2) |
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Total quality management (TQM) |
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311 | (2) |
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Highly rated companies by customers and employees |
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313 | (1) |
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Employees: Human resource management (HRM) practices for internal customers |
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314 | (5) |
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319 | (1) |
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Customer relationship management: Treating guests as people |
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320 | (1) |
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Complaining and complaint management |
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321 | (2) |
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Measuring customer satisfaction |
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323 | (1) |
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Measuring service quality |
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324 | (2) |
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326 | (1) |
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327 | (9) |
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12 Packaging and programming: Creating value and excitement |
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336 | (31) |
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337 | (1) |
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Definitions of packaging and programming |
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337 | (1) |
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Relationship of packaging and programming |
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338 | (1) |
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Reasons for the popularity of packages and programs |
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338 | (6) |
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Roles of packaging and programming in marketing |
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344 | (1) |
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Packaging concepts offered by industry |
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344 | (1) |
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Ways of classifying packages |
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345 | (3) |
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Steps in developing effective packages |
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348 | (2) |
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350 | (2) |
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352 | (1) |
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Roles of tour managers or leaders |
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353 | (1) |
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Programming, events, and experience design |
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354 | (4) |
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Negative aspects of packaging and programming |
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358 | (2) |
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360 | (7) |
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13 Place: Online and offline distribution: Channeling to markets |
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367 | (33) |
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368 | (1) |
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The distribution mix and travel trade intermediaries |
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368 | (4) |
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Individual travel trade intermediaries |
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372 | (1) |
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372 | (3) |
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Online travel agencies (OTAs) |
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375 | (1) |
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Search and metasearch engines |
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375 | (1) |
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Global distribution systems (GDSs) |
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376 | (1) |
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377 | (2) |
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Inbound tour operators - destination management companies (DMCs) |
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379 | (1) |
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380 | (2) |
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Sharing economy providers and collaborative consumption |
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382 | (1) |
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Corporate travel management |
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383 | (2) |
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Meeting and event planners |
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385 | (2) |
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Incentive travel planners |
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387 | (1) |
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Intermediation, disintermediation, and reintermediation |
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388 | (1) |
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Marketing to travel trade intermediaries |
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388 | (3) |
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Artificial intelligence applications |
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391 | (1) |
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392 | (8) |
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14 Promotion: Integrated marketing communications: Integrating communications |
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400 | (29) |
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401 | (1) |
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Integrated marketing communications definition, model, and goals |
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401 | (3) |
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Integrated marketing communications components |
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404 | (1) |
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404 | (4) |
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408 | (3) |
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411 | (1) |
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Advantages of personal selling |
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411 | (2) |
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413 | (2) |
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415 | (1) |
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Public relations and publicity |
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416 | (4) |
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420 | (1) |
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Explicit and implicit communications |
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420 | (2) |
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Planning, implementation, and evaluation of IMC programs |
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422 | (1) |
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423 | (6) |
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15 Promotion: Information communication technologies and e-marketing: Communicating online |
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429 | (26) |
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430 | (1) |
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How technology is influencing consumers |
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430 | (1) |
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Types of information communication technologies |
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431 | (9) |
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Technological impacts on hospitality and travel marketing |
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440 | (1) |
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440 | (5) |
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Negatives effects of technology |
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445 | (2) |
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447 | (8) |
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16 Promotion: Marketing on social media platforms: Socializing online |
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455 | (26) |
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456 | (1) |
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Definition of social media |
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456 | (1) |
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Purposes of social media marketing |
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457 | (1) |
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Components of social media marketing |
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457 | (1) |
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Profiles of users of major social media platforms |
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458 | (5) |
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Social media user volumes |
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463 | (1) |
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How do consumers use social media? |
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463 | (6) |
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Best practices in social media marketing |
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469 | (1) |
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470 | (2) |
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Negative aspects of social media use |
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472 | (1) |
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472 | (9) |
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17 Promotion: eCRM and co-creation in marketing: Keeping in touch |
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481 | (26) |
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482 | (1) |
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Traditional customer relationship management concept (CRM 1.0) |
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482 | (1) |
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Ecrm - social customer relationship management (CRM 2.0) |
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483 | (1) |
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484 | (1) |
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485 | (1) |
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B2C, B2B, and B2G relationships |
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486 | (1) |
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Stakeholder relationship management |
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487 | (2) |
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489 | (6) |
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495 | (5) |
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500 | (7) |
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18 Promotion: Advertising, sales promotion and merchandising, personal selling, and public relations: Promoting traditionally |
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507 | (31) |
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|
508 | (1) |
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Planning and implementing traditional IMC components |
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508 | (1) |
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Planning and implementation of advertising |
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509 | (5) |
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Planning and implementing sales promotion and merchandising |
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514 | (3) |
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Merchandising in hospitality and travel |
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517 | (1) |
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Planning and implementing personal selling |
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518 | (2) |
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Planning and implementing public relations |
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520 | (10) |
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530 | (2) |
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532 | (1) |
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532 | (6) |
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19 Pricing, value, and yield: Considering the bottom line |
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538 | (27) |
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538 | (1) |
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539 | (4) |
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Pricing and value for money |
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543 | (1) |
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Planning pricing approaches |
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544 | (11) |
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545 | (1) |
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2 Select pricing approaches |
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546 | (8) |
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3 Measure and evaluate pricing success |
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554 | (1) |
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Revenue and yield management |
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555 | (1) |
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Differing pricing approaches in hospitality and travel |
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556 | (1) |
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557 | (1) |
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558 | (7) |
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Part V Controlling and evaluating the plan: How do we make sure we get there? How do we know if we got there? |
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565 | (30) |
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20 Marketing performance measurement: Did we get there? |
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567 | (28) |
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|
568 | (1) |
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Marketing management: Definition and functions |
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|
569 | (1) |
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Marketing management benefits |
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|
569 | (2) |
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|
571 | (2) |
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Staffing the marketing organization |
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573 | (1) |
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Managing and supervising marketing staff |
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573 | (1) |
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Setting marketing budgets |
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574 | (3) |
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Marketing performance measurement |
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577 | (4) |
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The 80-20 principle and the iceberg effect |
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581 | (1) |
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Marketing control and evaluation |
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|
582 | (6) |
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|
588 | (1) |
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|
588 | (7) |
Glossary |
|
595 | (24) |
List of acronyms |
|
619 | (4) |
Company and Organization Index |
|
623 | (4) |
Country and Region Index |
|
627 | (2) |
Subject Index |
|
629 | |