The tourism, hospitality and events industries comprise one of the largest and most diverse workforces in the world, creating high demand for graduates with strong technical and managerial competencies. Case-based learning encourages students to think, understand, and apply the concepts and theories they're taught into practical, everyday situations faced in the world of work.
Providing a broad selection of extensive global cases, this book forms a comprehensive one-stop-shop resource for readers to test their analytical skill and abilities in solving complex management issues. Cases include teaching notes to reflect theoretical perspectives, as well as questions, detailed learning activities, and solutions. The book covers:
- General management, including innovation, ethics, and sustainability;
- Strategic management, including business models, SWOT analyses and internationalization;
- Human resource management, including motivating employees, conflict management and work-life balance;
- Marketing, including managing service quality, branding and new service development;
- Financial management, including budgeting, risk management and forecasting;
- Operations management, including food and beverage delivery, revenue management, and health and safety.
A useful and engaging read for students of tourism, hospitality and events, this book is also a valuable compilation of examples of practice for people working in industry.
Papildus informācija
Suitable for lecturers, students and practitioners interested in case study examples of practice within the tourism, hospitality and events industries.
| Contributors |
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ix | |
| Preface |
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xix | |
| Foreword |
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xxiii | |
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| Acknowledgements |
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xxv | |
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Case study 1 Discovering Southern Latium: a Daily Excursion from Rome |
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1 | (16) |
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Case study 2 Developing Virtual Tourism in the Wake of COVID-19: a Critical Function of Tourism Destination Management Organizations |
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17 | (9) |
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Case study 3 Why Workers Are Not Returning to the Hospitality and Tourism Industry: a Turning Point |
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26 | (11) |
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Case study 4 Last Time They Were Here, This Time They Were Not: Environmental Factors behind the Introduction or Discontinuation of Robot Hotels |
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37 | (11) |
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Case study 5 The Tourism Pursuit App -- Can Tourism Destinations be Gamified? |
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48 | (10) |
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Case study 6 The Role of Locational Factors in Influencing the Overall Rating Experience of Hotel Visitors: an Application of Tripadvisor Data in Barcelona |
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58 | (11) |
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Maria Isabel Osorio-Caballero |
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Case study 7 Convert `Good' to `Excellent' Tourism Governance: Improve Indigenous Engagement |
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69 | (12) |
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Case study 8 COVID-19 a Disaster for Heritage Business Models -- Victoria & Albert Museum Case Study |
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81 | (19) |
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Case study 9 Disaster Management for Coastal Tourism Destinations of Odisha |
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100 | (12) |
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Shwetasaibal Samanta Sahoo |
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Case study 10 Start from Scratch: Managing the Life Cycle and Sustaining Tourist Destinations |
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112 | (13) |
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Senthilkumaran Piramanayagam |
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Case study 11 Water Management in Hotels Using Tap Specs in Conjunction with the Ishikawa Approach |
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125 | (13) |
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Case study 12 Paradise Splendour |
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138 | (13) |
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Case study 13 Cafe Cherrapunjee: a Guest House with a Sustainable Approach |
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151 | (11) |
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Kimberley Camelia S. Langstieh |
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Case study 14 The Twinhill Hotel: Revenue Management at a Family-owned Hotel |
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162 | (10) |
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Case study 15 To Stay or Not to Stay: How to Convince the Very First Guest of a Resort Property |
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172 | (10) |
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Case study 16 Mayday, Mayday: Falling Off a Legacy |
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182 | (9) |
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Senthilkumaran Piramanayagam |
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Case study 17 Learning from Hilton Worldwide - Successful Corporate Social Responsibility Strategies |
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191 | (10) |
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Case study 18 Researching to Solve the Problem of Developing a Skilled Workforce in Tourism and Hospitality: a Case of the Sultanate of Oman |
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201 | (13) |
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Case study 19 Leveraging Artificial Intelligence in Hospitality and Tourism for Success |
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214 | (7) |
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Case study 20 Solving the Drive-through Crisis with Service Blueprinting |
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221 | (10) |
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Case study 21 Use of Customers' Satisfaction Survey to Segment the Tourism Market |
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231 | (9) |
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Jose Miguel Navarro-Azorin |
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Maria Pilar Jimenez-Medina |
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Case study 22 Present Your Choice of Management Information System (MIS) Mix |
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240 | (11) |
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Case study 23 Small Events Snowballing into Large Effects - Using Economic Impact Analysis with a Winter Sports Non-profit Organization |
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251 | (13) |
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Case study 24 Operations Research in Tourism: Developing Tourist Circuits |
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264 | (12) |
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Senthilkumaran Piramanayagam |
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Case study 25 Sustainability of Artists and Craft Persons During COVID-19: a Case Study of Kalakriti Creations |
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276 | (12) |
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Case study 26 Sage Bliss: the Question of Employee Equity |
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288 | (10) |
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Senthilkumaran Piramanayagam |
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Case study 27 Hotel Dream -- Reinventing the Segmentation, Targeting and Positioning for Resilience |
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298 | (13) |
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| Index |
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311 | |
Saurabh Kumar Dixit (Edited By) Saurabh Kumar Dixit, Ph. D., is a Professor and founding Head of the Department of Tourism and Hotel Management, North-Eastern Hill University, Shillong (Meghalaya), India. His research interests include Consumer Behavior, Gastronomic Tourism, and Experiential Management and Marketing in hospitality and tourism contexts. He has fifteen books to his credit, including The Routledge Handbook of Consumer Behavior in Hospitality and Tourism (2017), The Routledge Handbook of Gastronomic Tourism (2019), The Routledge Handbook of Tourism Experience Management and Marketing (2020), Tourism in Asian Cities (2020), Tourism in India: Marketing Perspectives (2021), Consumer Behavior in Hospitality & Tourism (2021) and The Emerald Handbook of Luxury Management for Tourism and Hospitality (2021). Presently he is editing Routledge Handbook of Wine Tourism and Routledge Handbook of Collaborative Consumption in Tourism. He has contributed many research papers in reputed peer-reviewed journals and books. He is an editorial board member and guest editor of many international journals such as the International Journal of Contemporary Hospitality Management, British Food Journal, Journal of Research in Interactive Marketing, Tourism Recreational Research, Anatolia, Journal of Hospitality, Leisure, Sport & Tourism Education, Journal of Foodservice Business Research, Qualitative Market Research and Journal of Global Scholars of Marketing Science: Bridging Asia and the World (JGSMS), etc.
Senthilkumaran Piramanaygam (Edited By) Senthilkumaran Piramanaygam PhD. is a Professor of Hospitality and Tourism in Welcomgroup Graduate School of Hotel Administration, Manipal, India. He holds a PhD in Services Marketing and an MBA, with dual specialisation in Marketing and Human Resource Management. He has diverse experience in teaching hospitality, business management, tourism, business research methods and statistics. His research interests include strategic management in hospitality, consumer behaviour, the experience economy, and behavioural economics. He holds more than 20 years of experience in teaching hospitality, business management and tourism to both undergraduate and post graduate students. He has contributed many research works to peer reviewed books and international journals.
