BOOK
Tourism: The Business of Hospitality and Travel, Global Edition
Roy A. Cook | Cathy H. C. Hsu | Lorraine Taylor
(2017)
Additional Information
Book Details
Abstract
For introductory hospitality or tourism courses
A comprehensive, international view of the business of tourism
The engaging writing style and hundreds of updated industry examples make Tourism: The Business of Hospitality and Travel, 6/e, the perfect textbook for students taking their first hospitality or tourism class. It views the industry from a holistic, global business perspective—examining the management, marketing and finance issues most important to industry members. Chapters reveal an integrated model of tourism and address consumer behavior, service quality, and personal selling. The thoroughness of content and references also make it suitable for upper-level hospitality and tourism courses. Readings and integrative cases close each part, and end-of-chapter exercises allow students to apply their knowledge and refine their problem-solving and critical-thinking skills. This edition includes new and updated material on social media, event management, timeshares, sustainable and marijuana tourism, and the future of tourism.Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Cover | Cover | ||
| Title Page | 1 | ||
| Copyright Page | 2 | ||
| Dedication | 3 | ||
| Contents | 4 | ||
| Preface | 10 | ||
| Acknowledgments | 13 | ||
| About the Authors | 14 | ||
| Part 1: The Traveling Public and Tourism Promoters | 15 | ||
| 1. Introducing the World’s Largest Industry, Tourism | 16 | ||
| Learning Objectives | 16 | ||
| Chapter Outline | 16 | ||
| Could a Career in Tourism Be in Your Future? | 17 | ||
| Introduction | 18 | ||
| Services and Tourism | 18 | ||
| What Is Tourism? | 19 | ||
| A Tourism Model | 20 | ||
| The History of Travel and Tourism | 22 | ||
| The Empire Era | 22 | ||
| The Middle Ages and the Renaissance Era | 24 | ||
| The Grand Tour Era | 25 | ||
| The Mobility Era | 26 | ||
| The Modern Era | 26 | ||
| Bringing Tourism into Focus | 28 | ||
| Geography Describes the Traveler’s World | 29 | ||
| Maps | 30 | ||
| Reading Maps | 31 | ||
| Indexes and Locators | 33 | ||
| Scales | 33 | ||
| Legends | 33 | ||
| Physical Geography | 34 | ||
| Landforms and Vegetation | 35 | ||
| Water | 35 | ||
| Climate and Seasons | 35 | ||
| Human Geography | 37 | ||
| Regional Geography | 38 | ||
| Studying Tourism from Business Perspectives | 39 | ||
| Marketing | 39 | ||
| Management | 40 | ||
| Finance | 41 | ||
| Tourism’s Challenges and Opportunities | 43 | ||
| Where Do you Fit in? | 45 | ||
| Topics Covered in Each Chapter | 45 | ||
| Summary | 46 | ||
| You Decide | 46 | ||
| Net Tour | 46 | ||
| Discussion Questions | 47 | ||
| Applying the Concepts | 47 | ||
| Glossary | 47 | ||
| References | 48 | ||
| 2. Marketing to the Traveling Public | 49 | ||
| Learning Objectives | 49 | ||
| Chapter Outline | 49 | ||
| A Ride with a Difference! | 50 | ||
| Introduction | 50 | ||
| Decisions, Decisions, Decisions | 51 | ||
| Information Seeking | 53 | ||
| It’s All in the Details | 54 | ||
| Foundations for Understanding Tourist Motivations | 55 | ||
| Push and Pull Motivations | 55 | ||
| Maslow’s Hierarchy of Needs | 56 | ||
| The Travel Career Patterns | 58 | ||
| The Psychocentric–Allocentric Model | 58 | ||
| Segmenting the Tourism Market | 61 | ||
| Geographic Segmentation | 62 | ||
| Demographic Segmentation | 63 | ||
| Psychographic Segmentation | 63 | ||
| Product-Related Segmentation | 64 | ||
| Putting Segmentation Knowledge to Work | 65 | ||
| Specialized Tourist Segments | 68 | ||
| Business and Professional Travelers | 68 | ||
| Incentive Travelers | 70 | ||
| SMERFs | 70 | ||
| Mature Travelers | 71 | ||
| Special-Interest Travelers | 73 | ||
| Delivering High-Quality Service | 75 | ||
| Summary | 76 | ||
| You Decide | 76 | ||
| Net Tour | 76 | ||
| Discussion Questions | 77 | ||
| Applying the Concepts | 77 | ||
| Glossary | 77 | ||
| References | 78 | ||
| 3. Delivering Quality Tourism Services | 80 | ||
| Learning Objectives | 80 | ||
| Chapter Outline | 80 | ||
| All’s Well That Ends Well? | 81 | ||
| Introduction | 82 | ||
| Quality | 83 | ||
| Defining Quality | 83 | ||
| Quality Differences | 85 | ||
| Service Encounters | 85 | ||
| Service Quality Model | 87 | ||
| Quality and Customer Satisfaction | 90 | ||
| Human Resources: The Key to High-Quality Service | 91 | ||
| Bringing Employees into the Organization | 92 | ||
| Working with Organized Labor | 93 | ||
| Setting the Stage for Peak Performance | 93 | ||
| Achieving and Maintaining Peak Performance | 93 | ||
| Anticipating and Meeting Guest Needs | 94 | ||
| Building Service Teams | 95 | ||
| Service Mistakes | 96 | ||
| Mistakes Happen | 97 | ||
| Be a Can-Do Problem Solver | 98 | ||
| Service Guarantees | 99 | ||
| Summary | 101 | ||
| You Decide | 101 | ||
| Net Tour | 101 | ||
| Discussion Questions | 102 | ||
| Applying the Concepts | 102 | ||
| Glossary | 102 | ||
| References | 103 | ||
| 4. Bringing Travelers and Tourism Service Suppliers Together | 104 | ||
| Learning Objectives | 104 | ||
| Chapter Outline | 104 | ||
| One Stop Does It All! | 105 | ||
| Introduction | 106 | ||
| Serving Traveler Needs | 106 | ||
| Why Use Intermediaries? | 108 | ||
| One-Level (Direct) Distribution Channels | 108 | ||
| Two-Level Distribution Channels | 109 | ||
| Travel Agencies | 110 | ||
| Three-Level Distribution Channels | 114 | ||
| Tour Operators | 114 | ||
| Tours | 115 | ||
| Consolidators and Travel Clubs | 117 | ||
| Event Planners | 117 | ||
| Tapping the Power of Multiple Distribution | 121 | ||
| Tourism Boards and Other Intermediaries | 122 | ||
| Selling Adds a Personal Touch | 123 | ||
| Acquiring Product Knowledge | 124 | ||
| Approaching the Client | 124 | ||
| Qualifying the Client | 124 | ||
| Making the Sales Presentation | 124 | ||
| Closing the Sale | 125 | ||
| Following Up | 125 | ||
| Building Relationships | 126 | ||
| Summary | 126 | ||
| You Decide | 126 | ||
| Net Tour | 127 | ||
| Discussion Questions | 127 | ||
| Applying the Concepts | 127 | ||
| Glossary | 128 | ||
| References | 129 | ||
| 5. Capturing Technology’s Competitive Advantages | 130 | ||
| Learning Objectives | 130 | ||
| Chapter Outline | 130 | ||
| Staying on the Cutting Edge | 131 | ||
| Introduction | 132 | ||
| Improving Operating Efficiency and Effectiveness | 133 | ||
| Management Information Systems | 133 | ||
| Point-of-Sale Systems | 134 | ||
| Property Management Systems | 135 | ||
| Providing Customer Convenience and Enhancing Service | 136 | ||
| Changing Communication and Distribution Channels | 138 | ||
| Internet and Travel Product Distribution | 139 | ||
| Internet-Based Distribution for Hotels | 140 | ||
| Internet as a Travel Tool | 141 | ||
| The Power of User-Generated Content | 142 | ||
| Improving Profitability | 143 | ||
| Operational Considerations | 144 | ||
| Revenue Management in Practice | 144 | ||
| Summary | 146 | ||
| You Decide | 147 | ||
| Net Tour | 147 | ||
| Discussion Questions | 148 | ||
| Applying the Concepts | 148 | ||
| Glossary | 148 | ||
| References | 149 | ||
| Integrative Cases | 150 | ||
| Whose Money Is It? | 151 | ||
| Measuring and Managing Employee Turnover at Tastee Max Restaurants | 152 | ||
| Boss or Friend | 158 | ||
| 100% Satisfaction Guaranteed | 161 | ||
| Part 2: Tourism Service Suppliers | 162 | ||
| 6. Transportation | 163 | ||
| Learning Objectives | 163 | ||
| Chapter Outline | 163 | ||
| The Graduation Gift | 164 | ||
| Introduction | 165 | ||
| Surface Transportation | 167 | ||
| Plying the Waves | 167 | ||
| Riding the Rails | 168 | ||
| Canada and the United States Follow Similar Tracks for Rail Service | 169 | ||
| Asian and European Rail Service Blazes Ahead | 170 | ||
| Scenic Railroads | 171 | ||
| Cruising the Highways and Byways | 172 | ||
| Automobiles | 172 | ||
| Motorcoaches | 175 | ||
| Important Transportation Links | 177 | ||
| Soaring Through the Skies | 178 | ||
| Operating in a Deregulated Environment | 179 | ||
| Decoding the Language of the Airline World | 183 | ||
| Airports | 184 | ||
| Summary | 185 | ||
| You Decide | 186 | ||
| Net Tour | 186 | ||
| Discussion Questions | 186 | ||
| Applying the Concepts | 186 | ||
| Glossary | 187 | ||
| References | 188 | ||
| 7. Accommodations | 189 | ||
| Learning Objectives | 189 | ||
| Chapter Outline | 189 | ||
| Expect the Unexpected | 190 | ||
| Introduction | 191 | ||
| Oh, So Many Choices! | 191 | ||
| No Two Are Exactly Alike | 192 | ||
| Living Like a Local | 194 | ||
| Same Time, Same Place? | 195 | ||
| Living, Learning, and Leisure | 197 | ||
| Enjoying the Great Outdoors | 197 | ||
| Rooms, Rooms, and More | 198 | ||
| Making Sense of Classifications and Ratings Systems | 200 | ||
| Lodging Lexicon | 202 | ||
| Operating Structures | 202 | ||
| Going It Alone | 203 | ||
| Franchising | 204 | ||
| Management Contracts | 205 | ||
| Chain Operations | 205 | ||
| Strength in Numbers | 206 | ||
| It All Begins with Marketing | 206 | ||
| Providing a Home Away from Home | 206 | ||
| Organizing for Success | 207 | ||
| Meeting Guests’ Needs | 208 | ||
| Achieving Profitable Operations | 210 | ||
| Summary | 212 | ||
| You Decide | 213 | ||
| Net Tour | 213 | ||
| Discussion Questions | 213 | ||
| Applying the Concepts | 214 | ||
| Glossary | 214 | ||
| References | 215 | ||
| 8. Food and Beverage | 216 | ||
| Learning Objectives | 216 | ||
| Chapter Outline | 216 | ||
| Sometimes It’s More Difficult Than It Seems | 217 | ||
| Introduction | 218 | ||
| Major Influences on the Development of Food and Beverage Services | 218 | ||
| Travel and Discovery | 218 | ||
| Science and Technology | 219 | ||
| Building a Culinary Heritage | 220 | ||
| The Beginnings of Modern Foodservice Practices | 220 | ||
| Planning to Meet Guest Expectations | 221 | ||
| It All Comes Down to Rhythm, Timing, and Flow | 224 | ||
| Adding Value to Food and Beverage Experiences | 225 | ||
| From Ten to Ten Thousand | 227 | ||
| Building Profitable Operations | 228 | ||
| Balancing Payroll Costs with Productivity | 229 | ||
| Food Quality and Food Costs Are the Results of Effective Purchasing | 230 | ||
| An Ounce of Prevention Is Worth a Pound of Cure | 231 | ||
| Beverages | 233 | ||
| Beverage Operations | 233 | ||
| Keeping Spirits Under Control | 234 | ||
| Coffee, Tea, Or? | 235 | ||
| Summary | 235 | ||
| You Decide | 236 | ||
| Net Tour | 236 | ||
| Discussion Questions | 236 | ||
| Applying the Concepts | 236 | ||
| Glossary | 237 | ||
| References | 237 | ||
| 9. Attractions and Entertainment | 239 | ||
| Learning Objectives | 239 | ||
| Chapter Outline | 239 | ||
| So Many Things to Do and So Little Time | 240 | ||
| Introduction | 241 | ||
| A World of Opportunities | 242 | ||
| Foundations for Understanding Attractions and Entertainment | 243 | ||
| Heritage Attractions | 245 | ||
| Museums and Historical Sites | 245 | ||
| Zoos and Aquariums | 246 | ||
| Parks and Preserves | 247 | ||
| Fairs and Festivals | 249 | ||
| Commercial Attractions | 252 | ||
| Amusement Parks | 252 | ||
| Theme Parks | 253 | ||
| Gaming | 254 | ||
| Gaming Segments | 255 | ||
| Place Your Bets | 257 | ||
| Shopping | 258 | ||
| Live Entertainment | 260 | ||
| Sporting Activities | 260 | ||
| The Performing Arts | 261 | ||
| Summary | 262 | ||
| You Decide | 263 | ||
| Net Tour | 263 | ||
| Discussion Questions | 263 | ||
| Applying the Concepts | 263 | ||
| Glossary | 264 | ||
| References | 264 | ||
| 10. Destinations | 266 | ||
| Learning Objectives | 266 | ||
| Chapter Outline | 266 | ||
| Indulging in Destination Macao | 267 | ||
| Introduction | 268 | ||
| From Resorts to Urban Destinations | 269 | ||
| Classifying Destinations | 269 | ||
| Far from the Maddening Crowd | 272 | ||
| Links to the Past | 273 | ||
| Seasonal Delights | 274 | ||
| Spotlight on Sporting Activities | 275 | ||
| Snow Holiday Resorts | 275 | ||
| Golf Resorts | 276 | ||
| Year-Round Playgrounds | 278 | ||
| Spas | 278 | ||
| Cruise Ships | 279 | ||
| Casino Resorts | 286 | ||
| Integrated Resorts | 287 | ||
| Bright Lights and City Sights | 287 | ||
| Building on Success | 288 | ||
| Summary | 289 | ||
| You Decide | 289 | ||
| Net Tour | 289 | ||
| Discussion Questions | 290 | ||
| Applying the Concepts | 290 | ||
| Glossary | 290 | ||
| References | 291 | ||
| Integrated Cases | 292 | ||
| Flying the Competitive Skies: U.S. Airline Industry | 293 | ||
| Georgia’s Restaurant Businesses | 302 | ||
| Taking a Dive | 307 | ||
| Part 3: The Tourism Environment | 313 | ||
| 11. Economic and Political Impacts of Tourism | 314 | ||
| Learning Objectives | 314 | ||
| Chapter Outline | 314 | ||
| Chamber Director Headache | 315 | ||
| Introduction | 316 | ||
| Looking to Tourism for Economic Growth and Vitality | 318 | ||
| Comparative Advantage | 318 | ||
| Tourism and Foreign Exchange Rates | 319 | ||
| The Multiplier Concept | 319 | ||
| Realizing Tourism’s Export Potential | 320 | ||
| What Goes Around Comes Around | 320 | ||
| Tracking the Impact of Tourism Expenditures | 322 | ||
| Economic Impact Analysis | 323 | ||
| Other Economic Impacts | 325 | ||
| Potential Problems in Tourism-Based Economies | 325 | ||
| Tourism in the Economic Balance | 327 | ||
| Tourism and Politics | 327 | ||
| The Role of Government in Tourism | 328 | ||
| Tourism Promotion Agencies | 330 | ||
| Public/Private Organizations | 331 | ||
| Chambers of Commerce and Convention and Visitors Bureaus | 331 | ||
| Convention Centers | 331 | ||
| Tourism Planning | 334 | ||
| Political “Tugs of War” Over Tourism | 335 | ||
| Summary | 336 | ||
| You Decide | 337 | ||
| Net Tour | 337 | ||
| Discussion Questions | 337 | ||
| Applying the Concepts | 337 | ||
| Glossary | 338 | ||
| References | 338 | ||
| 12. Environmental and Social/Cultural Impacts of Tourism | 340 | ||
| Learning Objectives | 340 | ||
| Chapter Outline | 340 | ||
| Reflecting on the Future | 341 | ||
| Introduction | 342 | ||
| Tourism and the Environment | 342 | ||
| Defining Carrying Capacity | 343 | ||
| Determining Carrying Capacities | 344 | ||
| Environmental Impacts of Tourism | 346 | ||
| Social and Cultural Impacts of Tourism | 349 | ||
| Host Community | 349 | ||
| Social and Cultural Benefits of Tourism | 350 | ||
| Using Culture to Attract Tourists | 351 | ||
| Unintended Consequences of Tourism on Culture | 352 | ||
| The Demonstration Effect | 353 | ||
| A Dark Side to Tourism’s Promise of Economic Benefits | 354 | ||
| External Influences and Internal Problems | 355 | ||
| Summary | 356 | ||
| You Decide | 357 | ||
| Net Tour | 357 | ||
| Discussion Questions | 357 | ||
| Applying the Concepts | 358 | ||
| Glossary | 358 | ||
| References | 358 | ||
| 13. Sustaining Tourism’s Benefits | 360 | ||
| Learning Objectives | 360 | ||
| Chapter Outline | 360 | ||
| Green’s the Dream | 361 | ||
| Introduction | 362 | ||
| When Is Tourism Too Much of a Good Thing? | 362 | ||
| Planet | 363 | ||
| People | 365 | ||
| What’s in a Name? | 366 | ||
| Ecotourism | 367 | ||
| Niche Markets | 369 | ||
| Establishing Standards | 371 | ||
| Going Green | 373 | ||
| A Future of Sustainability | 377 | ||
| Summary | 378 | ||
| You Decide | 378 | ||
| Net Tour | 379 | ||
| Discussion Questions | 379 | ||
| Applying the Concepts | 379 | ||
| Glossary | 379 | ||
| References | 380 | ||
| 14. The Future of Tourism | 382 | ||
| Learning Objectives | 382 | ||
| Chapter Outline | 382 | ||
| A New Reality | 383 | ||
| Introduction | 384 | ||
| The Shape of Coming Tourism Markets | 384 | ||
| Demographic Shifts | 385 | ||
| Travelers with Disabilities and Special Needs | 389 | ||
| Changes in Business, Professional, and Conference Travel | 390 | ||
| Emerging Tourism Markets | 391 | ||
| Slow Tourism | 391 | ||
| Adventure and Extreme Tourism | 392 | ||
| Medical Tourism | 394 | ||
| Vocation and Real Estate Tourism | 395 | ||
| Space Tourism | 395 | ||
| Marijuana Tourism | 396 | ||
| Meeting Future Tourists’ Needs | 396 | ||
| Transportation Transformations | 398 | ||
| Moving into an Era of Competitive Cooperation and Consolidation | 399 | ||
| Service Enhancements | 401 | ||
| Amplifying Guests’ Experiences | 402 | ||
| Safety and Security Strides | 403 | ||
| Keeping the Human Touch | 404 | ||
| The Green Frontier | 404 | ||
| Tourism Research | 405 | ||
| Types of Tourism Research | 406 | ||
| Who Conducts Tourism Research? | 407 | ||
| Who Needs and Uses Tourism Research? | 408 | ||
| When, Where, and How Is Tourism Research Conducted? | 408 | ||
| Tourism Research Is Hard to Do | 409 | ||
| Conclusion | 409 | ||
| You Decide | 410 | ||
| Net Tour | 410 | ||
| Discussion Questions | 410 | ||
| Applying the Concepts | 410 | ||
| Glossary | 411 | ||
| References | 411 | ||
| Integrated Cases | 413 | ||
| It’s Not a Bird House | 414 | ||
| Coping with Crisis | 417 | ||
| Any City Can be a Tourist Destination | 420 | ||
| Struggling to Serve the Cannabis Tour Niche | 426 | ||
| Glossary | 433 | ||
| Index | 441 | ||
| Back Cover | Back Cover |