This book focuses on cultural tourism as it develops into the second decade of the new millennium. It presents recent hospitality and tourism research findings from various sources, including academic researchers and scholars, industry professionals, government and quasi-government officials, and other key industry practitioners. It discusses the latest tourism industry trends and identifies gaps in the research from a pragmatic and applied perspective. It includes specific chapters on innovation in tourism, the virtual visitor, cross-cultural visions of digital collections, heritage and museum management in the digital era, cultural and digital tourism policy, marketing and governance, social media, emerging technologies and e-tourism and many other topics of contemporary significance in global hospitality and tourism. The book is edited in collaboration with the International Association of Cultural and Digital Tourism (IACuDiT) and includes the proceedings of the Second International Conference on Cultural and Digital Tourism.

This book presents cutting edge research on the development of analytics in travel and tourism. It introduces new conceptual frameworks and measurement tools, as well as applications and case studies for destination marketing and management. It is divided into five parts: Part one on travel demand analytics focuses on conceptualizing and implementing travel demand modeling using big data. It illustrates new ways to identify, generate and utilize large quantities of data in tourism demand forecasting and modeling. Part two focuses on analytics in travel and everyday life, presenting recent developments in wearable computers and physiological measurement devices, and the implications for our understanding of on-the-go travelers and tourism design. Part three embraces tourism geoanalytics, correlating social media and geo-based data with tourism statistics. Part four discusses web-based and social media analytics and presents the latest developments in utilizing user-generated content on the Internet to understand a number of managerial problems. The final part is a collection of case studies using web-based and social media analytics, with examples from the Sochi Olympics on Twitter, leveraging online reviews in the hotel industry, and evaluating destination communications and market intelligence with online hotel reviews. The chapters in this section collectively describe a range of different approaches to understanding market dynamics in tourism and hospitality.

Mit dem Werk, das sich an interessierte Praktiker, vor allem aber an Studierende der Tourismuswirtschaft wendet, wird ein Uberblick uber die Fragestellungen gegeben, die sich mit den aktuellen Entwicklungen im internationalen Tourismus verbinden."

This book provides accessible, comprehensive guidance on service design and enables practitioners approaching the discipline for the first time to develop the strategic mindset needed to exploit its innovation potential. The opening chapters trace the origins of service design and examine its links with service innovation, as well as its strategic role in service organizations. It then offers step-by-step guidance on tackling a service design project, explaining the main design elements and indications of various useful design tools. It also introduces the topic of evaluation as a support practice in designing or redesigning better services, and providing evidence concerning the value of service design interventions. The third chapter explores how evaluation is currently approached in service design practice through the analysis of a number of case studies. Based on these experiences it extensively discusses evaluation, with a particular focus on service evaluation, and explains its importance in supporting service design and fostering innovation throughout the service design process. Further it describes pragmatic directions for setting up and conducting a service evaluation strategy. The concluding chapter uses an interpretive model to summarize the role evaluation could have in service design practice and focuses on interdisciplinary competences that need to be acquired by service designers in order to address the evolution of the discipline. The novel approach adopted in the book fosters the growing interest in design-driven service innovation and assists in realizing its full potential in both the private and the public sector.

Kathleen Clifford was born in 1909. Her family lived in a tiny flat near Paddington Station and her earliest memories were of the smell of horses and the shrill whistle of steam trains. For a girl from the slums there was really only one option once school was over - a life in service. She started work in 1925 as a lowly kitchen maid in the London home of Lady Diana Spencer's family. Here she heard tales of the Earl's propensity for setting fire to himself, as well as enjoying the servants' gossip about who was sleeping with whom. The Spencers were just the first in a line of eccentric families for whom she worked during a career that lasted more than thirty years and took her from a London palace to remote medieval estates. But despite long hours, amorous butlers and mad employers, Kathleen always kept her sense of humour and knew how to have fun. On one occasion she was almost caught in bed with her boyfriend who had to jump out of the window and run down the drive in his underwear to escape the local bobby.

This book focuses on the changing gender patterns of work in a global retail environment associated with the rise of contemporary retail and global sourcing. This has affected the working lives of hundreds of millions of workers in high-, middle- and low-income countries. The growth of contemporary retail has been driven by the commercialised production of many goods previously produced unpaid by women within the home. Sourcing is now largely undertaken through global value chains in low- or middle-income economies, using a 'cheap' feminised labour force to produce low-price goods. As women have been drawn into the labour force, households are increasingly dependent on the purchase of food and consumer goods, blurring the boundaries between paid and unpaid work. This book examines how gendered patterns of work have changed and explores the extent to which global retail opens up new channels to leverage more gender-equitable gains in sourcing countries.

The papers presented in this volume advance the state-of-the-art research on digital marketing and social media, mobile computing and responsive web design, semantic technologies and recommender systems, augmented and virtual reality, electronic distribution and online travel reviews, MOOC and eLearning, eGovernment and sharing economy. This book covers the most significant areas contributed by prominent scholars from around the world and is suitable for both academics and practitioners who are interested in the latest developments in eTourism.

Schwerpunkt des Werkes ist das strategische Bankmanagement unter integrativem Bezug auf den Ansatz von Porter einerseits und des resource-based view andererseits. Es geht also strategisch um Marktpositionierung und Marktentwicklung von Banken.

This is a teaching companion to the case studies provided in the book 'Strategic Marketing Cases in Emerging Markets' and is intended to help teachers and trainers follow a pedagogic line by using the case studies to develop a critical understanding of the service business scenarios and strategies for marketing in emerging markets. The authors provide extensive teaching notes for each of the cases, covering the pedagogy of the case study, the prerequisites to understanding it, case-specific teaching objectives, a suggested teaching approach, and a case synopsis. Each case is then rounded out with suggested discussion questions and concise answers, as well as additional reading to enhance the teaching and learning experience in the classroom.

Festivals and events vary from small, neighbourhood celebrations through to mega gatherings, and both can be attractive to tourists. They come with their own unique challenges and opportunities however, which means destinations must carefully consider their responsibility to local people, and host them in a sustainable manner. Divided into four sections, this book covers the sustainability, community involvement and destination-marketing aspects of festivals and events. This book: - Reviews the common trends, trajectories and competition in the event tourism market. - Discusses the role of event organizers in ensuring the sustainability of events and their destinations, including green activities and cultural preservation. - Considers the role of the community in achieving sustainability through volunteerism, heritage conservation and ensuring events boost community spirit. Covering important issues such as the marketing, branding and promotion of events, this book also unravels the opportunities and challenges associated with sustainable festivals and events. It uses an array of case studies and a global author team to provide an important resource for tourism and event researchers and professionals.

Locating empirical information on specific service industry characteristics is not an easy task, even for an individual familiar with various sources of data. This book is a quick source of information on service industry statistics across many nations of the world. The reader is introduced to finding key sources of data, building analytical ratios from diverse sources, and understanding the advantages and disadvantages of data selection methods in the service sector. The global nature of the data compiled in this book, especially an extensive coverage of the United States, makes it an invaluable resource to active researchers and stakeholders in the service industry as well as those who seek to enter it.

Bringing together some of the world's leading thinkers, academics and professionals to provide practitioners, students and academicians with comprehensive insights into implementing effective service innovation. This book presents service innovation holistically and systemically across various service areas, including health, education, tourism, hospitality, telecommunications, and retail. It addresses contemporary issues through conceptual and applied contributions across industry, academia, and government, providing insights for improved practice and policy making. Featuring cutting-edge research contributions, practical examples, implementations and a select number of case studies across several growth service industries, this book also includes examples of failed service innovation attempts in order to demonstrate a balanced view of the topic and to make clear the pitfalls to be avoided. Culminating in a suggested step-by-step guide to enable service organization's managers to understand and implement the concepts of service innovation and manage its evolutionary processes effectively, this book will prove a valuable resource to a wide reaching audience including researchers, practitioners, managers, and students who aspire to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation. Includes endorsements from professionals in the field of service innovation.

With the increasing globalization and fast-paced technological advances in business today, service organizations must to respond to the changing business dynamic between employers and employees. The service industry has metamorphosed into a revolution not only in United States but in developed and developing countries also. Highly industrialized countries have become 'service economies', at least when measured in terms of share of the workforce employed in service industries. This new book, Employees and Employers in Service Organizations: Emerging Challenges and Opportunities, the first volume in the 21st Century Business Management book series, provides an in-depth exploration of recent concepts and trends in business management in the service industries. It looks at the changing expectations and loyalties of young workers and others and the challenges and opportunities presented for service employers. The book considers theory and research findings, providing a plethora of practical implications and applications for these new workplace behavior dynamics. Exploring the different perspectives and concepts from the book's researchers and authors, Employees and Employers in Service Organizations: Emerging Challenges and Opportunities cover themes such as * work-life balance * spirituality in the workplace * emerging positive psychology concepts, such as psychological capital, knowledge management, and mindfulness * expectations, motivation, and behavior of different generations, such as Generation Y This informative volume will be valuable for faculty teaching courses in management and self-improvement for leaders and executives as well as for those in service industries.

This book discusses emerging themes in the area of humanitarian logistics. It examines how humanitarian logistics and supply chains play a key role, focusing on rapidly delivering the correct amount of goods, people and monetary resources to the locations needed to achieve the success of relief efforts in response to global emergencies such as flood, earthquakes, wars etc. With an increase in the frequency, magnitude and impact of both natural and manmade disasters, effective delivery of humanitarian aid is an issue that is becoming increasingly important in the context of disaster management. The book focuses on how logistics systems and supply chains responsible for delivering this aid from origin to recipients can be made more effective and efficient. It also discusses how the development of information technology systems that can provide visibility to the disaster relief supply chain marks a huge step forward for the humanitarian sector as a whole. As more organizations begin to adopt and implement these systems and visibility is established, the use of key performance indicators will then become essential to further enhance the efficiency and effectiveness of these supply chains.

This book reveals the secrets of Yamato Transport's success in maintaining and extending its leadership in Japan's domestic parcel delivery market. It presents six cases that illustrate how Yamato's flagship service, TA-Q-BIN, has evolved since the 1970s to the benefit of consumers, particularly urban dwellers, and how TA-Q-BIN has become an integral part of Japanese daily life. Each of the six unique cases serves as an independent teaching case for undergraduate and graduate students, describing the particular service design, operations management, innovation, supplier management, and social responsibility within the context of an Asian last-mile logistics service provider. The book also includes insightful presentations of the challenges facing supply chain and logistics service providers in Asia, and their innovative responses to these challenges using real-world cases. Besides featuring interviews with Yamato's key stakeholders and their strategic clients, Japan-based and other Asia-Pacific Yamato operational centers make up the field method included in this book, while secondary data is drawn from trade and academic domains. Some of the cases are written in a didactic fashion, with suitable stopping points for students to pause and deliberate over the managerial issues confronting the decisions that Yamato makes during the course of its business and operational strategies. The results are particularly useful to readers interested in how operations and logistics decision-making are practiced in a homogeneous Asian context and in an urban environment. This book is essential reading for undergraduate and MBA students, as well as practitioners in industry.

This book systematically describes the development of manufacturing servitization in the Asia-Pacific region. It offers a practical and theoretical reference guide to the manufacturing companies in the Asia-Pacific region, which is now a major global manufacturing center. Servitization is a fairly recent trend in the manufacturing industry: some American and European manufacturing companies have successfully transformed to service oriented manufacturing companies over the past three decades, while Asian-Pacific region companies have only more recently begun to recognize the importance of servitization. But some Asia-Pacific region companies have been exploring approaches in the same direction of servitization without being aware of the concept. One unique aspect of this book is the fact that it takes into consideration the social and cultural influences of this region. It introduces companies within and beyond the region, as well as the academic world, to the current state of development of the Asia-pacific manufacturing industry and its servitization trend. This is the first book that focuses on this topic, one which is of great theoretical and practical importance.

This book focuses on service economy development, particularly on how an industrial economy evolves into a service economy. The book is organized in three sections: The first theoretically answers the general question "what is the service economy?" The second explains the mechanism of the service economy's formation and development, revealing the evolution trends and attempts to answer the question "where does the service economy come from?" The third section includes an in-depth analysis of Chinese case studies to answer the key question "how can the service economy development be promoted?" Readers will discover what the service economy is and how it relates to and differs from the industrial economy. More importantly, it will provide policy-makers with suggestions for how to promote service-economy development.

This book aims to contribute to the literature and aid in developing a theoretical and practical framework in the area of health and wellness tourism. With contributions and research from different countries using a practical approach, this book is an essential source for students, researchers and managers in the health and wellness tourism industry. Recently, there has been an increased interest in health and wellness due to greater life expectancy, aging populations, increasing levels of stress among others. In this context, the concepts of health, wellness, beauty, relaxation, and tourism can be combined to satisfy the needs of people seeking better quality-of-life. This has given rise to health and wellness tourism, a new market segment that contributes to employment and economic growth in the new economy. Health and wellness tourism involves two aspects: therapeutics, which seeks to cure certain diseases; and relaxation and leisure. As an alternative to traditional tourism, health and wellness tourism provides a new means of achieving regional and local development from a demographic, social, environmental and economic point-of-view. It contributes to tourist destinations' economic growth, acting as a pillar to support other complementary activities. In short, health and wellness tourism contributes to employment growth and regional wealth, contributes to tourism seasonality, promotes quality in tourism destinations, helps create new tourist services with high value, promotes establishment of international cooperation networks, and yields a number of additional benefits. Featuring a variety of programs and initiatives from different regions, with an emphasis on thermal and thalassotherapy establishments, this volume sheds light on this emerging market segment and its implications for economic and policy development.

This book provides a profile of the mature travel market based on recent research by review sites such as Silver Travel Advisor, tour operators and agents, and national press. It identifies recent trends and potential growth areas in destinations/ types of holiday and what criteria holidaymakers use when planning a holiday. It also considers how the final choice is made by the customer, the range of options available for researching and comparing what is available, and ways they make their final booking. Different approaches to collecting and collating customer data are considered alongside demographic profiles globally, leading to a range of strategic marketing options for those in the tourism and travel industry. It includes discussion of different types of holiday - such as city breaks/ cruises (a growing market)/ solo travel/ special interest breaks - and examples or case studies from tour operators about what they offer to target this "mature travel" sector. Travel trends are identified for 2020 and beyond, based on statistical analysis from various sources. Note that there are significant changes taking place globally as the coronavirus becomes a pandemic, but the strategic approach identified here still forms a sound basis for taking the industry forward. Whether you are a student on a university course covering Travel and Tourism, part of the global Travel Agency network, a Tour Operator, or provider of other products and services, this book covers the underpinning profile of what is on offer, who the potential customer is within the mature age group of 50+, what they are looking for and, ultimately, strategies to inform and encourage them to buy. The reference section at the end provides information on those who have contributed to this study, and where more detailed examples of successful strategies and methods of targeting the mature travel market can be followed up.

An unprecedented inside look at how Airbnb and its host community create dynamic customer experiences and build brand loyalty in the sharing economy Airbnb best embody the entrepreneurial and disruptive spirit of today's sharing economy. Since its early days as a humble start-up, Airbnb has evolved into a revolutionary force in the short-term housing market as a platform where hosts provide listings spread across more than 81,000 cities and 191 countries. Airbnb's leadership strives to support the host community to ensure a consistent, on-brand experience for every guest, every time. The Airbnb Way delivers proven methods for increasing customer engagement, loyalty, and referrals that can be utilized in every service setting and in any industry. Exclusive interviews with Airbnb leaders and rich stories from hosts and guests provide an inside look into the wildly popular online rental platform. The book features: *Airbnb strategies and practices that will drive customer engagement and loyalty *Expert advice on how to provide phenomenal customer service *Illuminating stories about Airbnb guest and host experiences*Unique leadership principles for activating all stakeholders--including those who share resources and services and more

Managing strategies for professional service firms is an important and complex activity. The main issues in this book cover the core management principles for service firms in a comprehensive way. Based on current research findings it includes the management of service quality, knowledge and marketing as well as people, organizational and strategic issues. In understanding critical resources managers and partners will be able to effectively develop and exploit them. The book contains practical advice and offers a profound insight into the managerial excellence of service companies.

Western patients are increasingly travelling to developing countries for health care and developing countries are increasingly offering their skills and facilities to paying foreign customers. The potential and implications of this international trade in medical services is explored in this book through analysis of the market.