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E-grāmata: Hospitality and Travel Marketing

  • Formāts: 638 pages
  • Izdošanas datums: 27-Oct-2022
  • Izdevniecība: Routledge
  • Valoda: eng
  • ISBN-13: 9781000655711
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  • Formāts: 638 pages
  • Izdošanas datums: 27-Oct-2022
  • Izdevniecība: Routledge
  • Valoda: eng
  • ISBN-13: 9781000655711
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Fully revised and updated for its fifth edition, Hospitality and Travel Marketing provides students with an international and systematic approach to hospitality and travel marketing structured around planning, research, implementation, control, and evaluation.

Written in a user-friendly style and structured in a logical and organized manner to aid learning, students benefit from the ease of communication, practical nature, and excellent use of relevant and up-to-date cases. The author's global experience in the industry is emphasized through content on hospitality and travel marketing and other parts of tourism, along with a plethora of timely and relevant real-life case examples from around the world.

This new fifth edition is positioned as a post-COVID-19 text, reflecting the new realities of marketing after the pandemic, and has been updated to reflect these current trends in the field, including e-marketing, mobile marketing, societal marketing, and destination branding. It specifically has been updated by:

Including three new technology chapters on e-marketing, marketing on social media platforms, electronic customer relationship management (eCRM), and customer co-creation in marketing

A new chapter on social responsibility, societal and social marketing

New content on the new realities of the post-COVID era and the increasing competitiveness in hospitality and travel, greater emphasis on branding, disruptive technologies, consumer control, marketing and generations, uses of user-generated content, and globalization

New global case studies throughout with reflective questions to use in class or for self-study

New marketing and e-marketing mini cases throughout the book

New and updated additional resources to aid understanding and teaching, including PowerPoint slides

This international, accessible, and comprehensive whole-industry textbook, written by a world-renowned author and industry expert, is an invaluable study companion for students of hospitality and travel marketing.

Recenzijas

"The fifth edition of Hospitality and Travel Marketing breaks new ground in this field by offering an insightful outlook on the latest marketing thinking for the post-COVID era, including new approaches to social marketing and sustainable development. This book will be of interest to students, practitioners and researchers in hospitality and tourism seeking a fresh approach grounded in the latest scholarly knowledge as well as best practices globally. Crucially, the books proven systems-based approach to marketing will give practitioners and scholars alike an opportunity to reflect on the wider and longer-term consequences of their decision-making. This is particularly important at a stage when our world faces a great deal of uncertainty at different levels".

Professor J. Andres Coca-Stefaniak, Professor of Tourism, Events and Sustainability, Greenwich Business School, University of Greenwich, London, UK.

"Hospitality and Travel Marketing, Fifth Edition is an essential resource for learners and destination marketers. When I developed a new Destination Management and Marketing course for undergraduate learners at Royal Roads University, Dr. Alastair M. Morrison was exceptionally responsive and supportive in providing guidance and resources which became foundational and essential throughout the course. The new Fifth Edition provides greater insights into critical tourism sustainability concepts and practices".

Ray Freeman, Royal Roads University (20112020), Principal Consultant and CEO of Left Coast Insights Ltd., British Columbia, Canada.

"The refreshed Hospitality and Travel Marketing is a much-needed new textbook focusing on the recent trends and issues in the industry post-COVID. Having used this book myself, I greatly appreciate its systematic structure and flow. Professor Morrison has used his extensive global experience in crafting a truly useful and accessible book that is full of great examples and new features. Just like my own students, readers will enjoy the engaging style of writing and the contemporary hospitality and travel marketing cases and applications. The consumer-oriented approach is refreshing, as is the emphasis on social responsibility in marketing and e-marketing. Everyone with a serious interest in hospitality and travel marketing should get a copy and study this text carefully".

Professor Dae-Young Kim, Professor of Hospitality Management, University of Missouri, Columbia, Missouri, USA.

"The new textbook by Professor Morrison is an important tool for future travel, tourism, and hospitality leaders to be prepared for a world post-COVID-19 pandemic. Travel and tourism have completely changed, and previous textbooks are for the most part obsolete. This new edition unpacks critical issues such as COVID-19, social responsibility, climate change, social commerce, and many others. Not only do I fully endorse this textbook and congratulate the author, but I view this edition as an important part of any tourism marketing course, and an addition to any tourism and hospitality marketer's library."

Dr Jens Wolf Thraenhart, CEO, Barbados Tourism Marketing, Inc.

List of figures
xvii
Preface xxv
Systematic sequence of book xxvii
Features of book - guided tour xxix
Case matrix xxxi
Acknowledgments xxxv
Part I Introduction to marketing: What is marketing?
1(86)
1 Marketing in the contemporary world: Dynamic and ever-changing
3(27)
Overview
4(1)
Definition of marketing and the fundamentals
4(2)
Evolutionary eras of marketing
6(2)
The e-marketing era
8(1)
The COVID-19 pandemic and post-pandemic marketing era
9(1)
Developing a marketing orientation
10(5)
Core principles of marketing
15(3)
The hospitality and travel marketing environment
18(3)
Increasing importance of marketing
21(1)
Chapter conclusion
22(8)
2 The hospitality and travel marketing system: Interconnected and interdependent
30(27)
Overview
30(1)
Many different approaches to defining our industry
31(3)
The systems approach
34(3)
The hospitality and travel marketing system
37(2)
Steps in the system
39(2)
Long- and short-term marketing planning
41(1)
Differences in marketing services
42(5)
Why are hospitality and travel services marketing different?
47(4)
Organization of this book
51(1)
Chapter conclusion
52(5)
3 Societal marketing, social responsibility, and social marketing: Planet, people, prosperity
57(30)
Overview
58(1)
Societal marketing, social responsibility, and social marketing
58(2)
Social responsibility and CSR - responsible actions by organizations
60(2)
Social marketing in hospitality and travel - influencing consumer behavior
62(1)
Sustainable development and the triple bottom line
63(1)
Planet - Environmental responsibility
64(4)
People - Societal and cultural responsibility
68(6)
Prosperity - Economic responsibility
74(1)
Responsibility during crises
75(1)
Gaining recognition for social responsibility
75(1)
Responsible consumption and travel
76(2)
Chapter conclusion
78(9)
Part II Planning: Research and analysis: Where are we now?
87(92)
4 Customer behavior: Getting to know you
89(30)
Overview
89(1)
Changing paradigms in marketing
90(1)
Behavior of individual customers
90(1)
Personal factors
90(13)
Interpersonal factors
103(3)
Relative importance of social and commercial information
106(1)
Buying processes of individual customers
106(3)
Classification of decision processes
109(1)
Consumer journey in tourism
110(1)
Behavior of organizational customers: B2B marketing
111(1)
Impacts of COVID-19 pandemic on customer behavior
112(1)
Chapter conclusion
113(6)
5 Market and marketing research: Nourishment for marketing
119(29)
Overview
120(1)
Research as marketing nourishment
120(1)
Definitions of market and marketing research
121(1)
Reasons for doing research: The 8Cs
121(2)
Reasons for not doing research
123(1)
Research and the hospitality and travel marketing system
123(3)
Key requirements for good research information
126(1)
The research process
127(3)
Gathering secondary research information
130(4)
Primary research data
134(7)
Big data for hospitality and travel marketing
141(1)
Chapter conclusion
142(6)
6 Analyzing marketing opportunities: Analyze to strategize
148(31)
Overview
149(1)
Analysis for success
149(2)
The situation analysis
151(1)
Steps in a situation analysis
152(12)
The market analysis
164(4)
The feasibility analysis
168(2)
Criticisms of market and feasibility analysis
170(1)
Strategy analysis and the COVID-19 pandemic
171(1)
Chapter conclusion
172(7)
Part III Planning: Marketing strategy and planning: Where would we like to be?
179(88)
7 Marketing strategy: Market segmentation and trends: Focusing
181(30)
Overview
182(1)
Market segmentation
182(1)
Market segmentation analysis
183(1)
Reasons for market segmentation
183(1)
Benefits of market segmentation
184(1)
Limitations of market segmentation
185(2)
Criteria for effective segmentation
187(1)
The role of segmentation in marketing strategies
188(1)
Segmentation bases
188(9)
Segmentation approaches
197(1)
Criticisms of market segmentation
197(1)
Market trends and segmentation
198(6)
Effects of COVID-19 on market segmentation
204(1)
Chapter conclusion
204(7)
8 Marketing strategy: Positioning, image, branding, and alternative strategies: Routes to success
211(28)
Overview
212(1)
The process of developing a marketing strategy and plan
212(2)
Positioning
214(6)
Image
220(1)
Branding
221(4)
Alternative marketing strategies
225(5)
Relationship management and strategic alliances
230(1)
Marketing objectives
231(2)
Chapter conclusion
233(6)
9 The marketing plan and the 8 Ps: The blueprint for action
239(28)
Overview
240(1)
Marketing plan definition
240(1)
Differences between short- and long-term planning
240(2)
Requirements for an effective marketing plan
242(2)
Benefits of having a marketing plan
244(1)
Contents of a marketing plan
245(1)
Steps in preparing and implementing a marketing plan
245(10)
1 Prepare the marketing plan rationale
247(2)
2 Develop a detailed implementation plan
249(4)
3 Write the executive summary
253(2)
The 8 Ps of hospitality and travel marketing
255(2)
The iceberg concept of hospitality and travel marketing
257(1)
Sharing of marketing plans
258(1)
COVID-19 and marketing plans
259(1)
Chapter conclusion
260(7)
Part IV Implementing the marketing plan: How do we get there?
267(298)
10 Product development and partnerships: Producing experiences and satisfaction
269(37)
Overview
269(1)
Types and roles of hospitality and travel industry organizations
270(21)
1 Suppliers
271(14)
2 Carriers
285(4)
3 Travel trade intermediaries
289(2)
4 Destination management organizations
291(1)
Overall trends and industry realities
291(1)
Product/service mix
292(2)
Product development decisions
294(1)
Individual facility/service decisions
295(1)
Partnership
296(3)
Chapter conclusion
299(7)
11 People: Services and service quality: The people business
306(30)
Overview
307(1)
The two main groups of people: Guests and hosts
307(1)
Key role of people in the marketing mix
308(1)
Managing service quality
309(2)
Total quality management (TQM)
311(2)
Highly rated companies by customers and employees
313(1)
Employees: Human resource management (HRM) practices for internal customers
314(5)
Leadership
319(1)
Customer relationship management: Treating guests as people
320(1)
Complaining and complaint management
321(2)
Measuring customer satisfaction
323(1)
Measuring service quality
324(2)
Customer mix
326(1)
Chapter conclusion
327(9)
12 Packaging and programming: Creating value and excitement
336(31)
Overview
337(1)
Definitions of packaging and programming
337(1)
Relationship of packaging and programming
338(1)
Reasons for the popularity of packages and programs
338(6)
Roles of packaging and programming in marketing
344(1)
Packaging concepts offered by industry
344(1)
Ways of classifying packages
345(3)
Steps in developing effective packages
348(2)
Pricing packages
350(2)
Dynamic packaging
352(1)
Roles of tour managers or leaders
353(1)
Programming, events, and experience design
354(4)
Negative aspects of packaging and programming
358(2)
Chapter conclusion
360(7)
13 Place: Online and offline distribution: Channeling to markets
367(33)
Overview
368(1)
The distribution mix and travel trade intermediaries
368(4)
Individual travel trade intermediaries
372(1)
Retail travel agencies
372(3)
Online travel agencies (OTAs)
375(1)
Search and metasearch engines
375(1)
Global distribution systems (GDSs)
376(1)
Tour operators
377(2)
Inbound tour operators - destination management companies (DMCs)
379(1)
Tour guides
380(2)
Sharing economy providers and collaborative consumption
382(1)
Corporate travel management
383(2)
Meeting and event planners
385(2)
Incentive travel planners
387(1)
Intermediation, disintermediation, and reintermediation
388(1)
Marketing to travel trade intermediaries
388(3)
Artificial intelligence applications
391(1)
Chapter conclusion
392(8)
14 Promotion: Integrated marketing communications: Integrating communications
400(29)
Overview
401(1)
Integrated marketing communications definition, model, and goals
401(3)
Integrated marketing communications components
404(1)
E-Marketing
404(4)
Advertising
408(3)
Personal selling
411(1)
Advantages of personal selling
411(2)
Sales promotion
413(2)
Merchandising
415(1)
Public relations and publicity
416(4)
Factors affecting IMC
420(1)
Explicit and implicit communications
420(2)
Planning, implementation, and evaluation of IMC programs
422(1)
Chapter conclusion
423(6)
15 Promotion: Information communication technologies and e-marketing: Communicating online
429(26)
Overview
430(1)
How technology is influencing consumers
430(1)
Types of information communication technologies
431(9)
Technological impacts on hospitality and travel marketing
440(1)
E-Marketing
440(5)
Negatives effects of technology
445(2)
Chapter conclusion
447(8)
16 Promotion: Marketing on social media platforms: Socializing online
455(26)
Overview
456(1)
Definition of social media
456(1)
Purposes of social media marketing
457(1)
Components of social media marketing
457(1)
Profiles of users of major social media platforms
458(5)
Social media user volumes
463(1)
How do consumers use social media?
463(6)
Best practices in social media marketing
469(1)
Social media metrics
470(2)
Negative aspects of social media use
472(1)
Chapter conclusion
472(9)
17 Promotion: eCRM and co-creation in marketing: Keeping in touch
481(26)
Overview
482(1)
Traditional customer relationship management concept (CRM 1.0)
482(1)
Ecrm - social customer relationship management (CRM 2.0)
483(1)
Benefits of CRM
484(1)
CRM program components
485(1)
B2C, B2B, and B2G relationships
486(1)
Stakeholder relationship management
487(2)
Components of eCRM
489(6)
Co-creation in marketing
495(5)
Chapter conclusion
500(7)
18 Promotion: Advertising, sales promotion and merchandising, personal selling, and public relations: Promoting traditionally
507(31)
Overview
508(1)
Planning and implementing traditional IMC components
508(1)
Planning and implementation of advertising
509(5)
Planning and implementing sales promotion and merchandising
514(3)
Merchandising in hospitality and travel
517(1)
Planning and implementing personal selling
518(2)
Planning and implementing public relations
520(10)
Brochure design
530(2)
Multichannel marketing
532(1)
Chapter conclusion
532(6)
19 Pricing, value, and yield: Considering the bottom line
538(27)
Overview
538(1)
The dual role of pricing
539(4)
Pricing and value for money
543(1)
Planning pricing approaches
544(11)
1 Set pricing objectives
545(1)
2 Select pricing approaches
546(8)
3 Measure and evaluate pricing success
554(1)
Revenue and yield management
555(1)
Differing pricing approaches in hospitality and travel
556(1)
Pricing and COVID-19
557(1)
Chapter conclusion
558(7)
Part V Controlling and evaluating the plan: How do we make sure we get there? How do we know if we got there?
565(30)
20 Marketing performance measurement: Did we get there?
567(28)
Overview
568(1)
Marketing management: Definition and functions
569(1)
Marketing management benefits
569(2)
Marketing organization
571(2)
Staffing the marketing organization
573(1)
Managing and supervising marketing staff
573(1)
Setting marketing budgets
574(3)
Marketing performance measurement
577(4)
The 80-20 principle and the iceberg effect
581(1)
Marketing control and evaluation
582(6)
The future of marketing
588(1)
Chapter conclusion
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
Alastair M. Morrison, Ph.D., is Research Professor at the Greenwich Business School, School of Management and Marketing, University of Greenwich in London, UK. Formerly, he was Distinguished Professor Emeritus at Purdue University, USA, specializing in the area of tourism and hospitality marketing. He has published approximately 300 academic articles and conference proceedings, and is the author of several books on tourism marketing and development including Tourism Marketing in the Age of the Consumer (Routledge, 2022), World Tourism Cities (Routledge, 2021), and Marketing and Managing Tourism Destinations, Second edition (Routledge, 2019). Professor Morrison is the Co-Editor-in-Chief of the International Journal of Tourism Cities and Co-Editor of the Routledge Handbook of Tourism Cities (Routledge, 2021).