This book addresses innovation management and product development in the cruise tourism industry. It explains how experience management has evolved from a strictly company-level, product- or service-focused tactical task to an industry-wide strategic challenge, and analyses the role of intangible reputational aspects of cruise experiences, as well as peripheral components and stakeholders, as increasingly important factors for customer acquisition and retention. Safety and risk issues are a central theme, as well as the cruise sector's environmental and socio-economic impacts. Lastly, the book considers the increasing size of cruise vessels and the accompanying standardisation of facilities and itineraries, in conjunction with the hybridisation of cruise passengers in connection with expanding the competitive boundaries and intensity of competition in the cruise sector. The book approaches these issues as more than a mere public relations campaign, recognising the fact that they have since become the very essence of strategic cruise business development.

This book critically explores the interconnections between tourism and the contemporary city from a policy-oriented standpoint, combining tourism perspectives with discussion of urban models, issues, and challenges. Research-based analyses addressing managerial issues and evaluating policy implications are described, and a comprehensive set of case studies is presented to demonstrate practices and policies in various urban contexts. A key message is that tourism policies should be conceived as integrated urban policies that promote tourism performance as a means of fostering urban quality and the well-being of local communities, e.g., in terms of quality spaces, employment, accessibility, innovation, and learning opportunities. In addition to highlighting the significance of urban tourism in relation to key urban challenges, the book reflects on the risks and tensions associated with its development, including the rise of anti-tourism movements as a reaction to touristification, cultural commodification, and gentrification. Attention is drawn to asymmetries in the costs and benefits of the city tourism phenomenon, and the supposedly unavoidable trade-off between the interests of residents and tourists is critically questioned.

This volume of Eurasian Studies in Business and Economics focuses on latest results from entrepreneurship and SME research, Human Resources, along with a focus on the Tourism industry. The first part deals with topics ranging from entrepreneurial intentions, social entrepreneurship and technological entrepreneurship to EU policies such as the 7th Framework program. Bridging the themes, the second part on Human Resources and General Management deals with human capital issues, labor force education, employer branding and aligning HR practices to knowledge management outcomes. The third part in particular concentrates on the tourism industry in exploring innovative marketing strategies, WEB 2.0 Challenges, tourism product innovation, and success in international markets.

This is the first book that summarizes the 20-year history of service innovation research and combines it with the future need to adopt a systems view in the field of service research. The book emphasizes that the most urgent issues of today's economies - the development of welfare and sustainability - cannot be solved with innovations in individual service offerings only, and that innovations of service systems are increasingly needed. Various theoretical approaches and perspectives from different disciplines are included, providing a comprehensive view of the current understanding of the nature of service innovation. The book illustrates the achievements of two research traditions, one based on the general innovation theory and the other based on the service marketing theory. Service innovation is considered from the points of view of drivers, processes, practices, and outcomes. The interrelations between actors and systems are analyzed, and the nature of innovation as a new way to co-create value is highlighted. The book promotes the view that users are an important source of innovative ideas and that openness is an important success factor in innovation processes. In addition to the general nature and management of service innovation, some specific topics are included, exemplified by innovations in public services and in knowledge-intensive business services. This volume is highly recommended to readers who seek a state-of-the-art overview of the area of service innovation and its linkages to systems research.

This contributed volume presents the experiences, challenges, trends, and advances in Service Science from Japan's perspective. As the global economy becomes more connected and competitive, many economies depend the service sector on for growth and prosperity. A multi-disciplinary approach to Service Science can potentially transform service industries through research, education, and practice. Offering a forum for best practices in Service Science within Japan, the volume benefits its audience by sharing viewpoints from a wide range of geographical regions and economies. The book is organized as follows: * Foundations of Service Science and the service industry sector * Public/Private sector partnerships, policies, trade in services, future prospects * Contributions from science, social science, management, engineering, design as well as industry sector perspectives * Road-maps, methodology, business development, strategies and innovative models, application of information technology, performance measures, and service system design * Education and workforce development * Case studies from practice, research and educational community * Future Directions in Japan This book includes three Forewords written by key leaders in Service Science:* Takayuki Aso (Ministry of Education, Culture, Sports, Science & Technology in Japan) * Yasuhiro Maeda (Director, Service Affairs Policy Division METI) * Norihisa Doi (Professor Emeritus, Keio University and Service Science, Solutions and Foundation Integrated Research (S3FIRE) Program Officer, JST/RISTEX)

"A valuable, practical guide for navigating through ICT turbulence and dynamics. A lighthouse for the human side of ICT." Erik van de Loo, Director Executive Masters in Change, INSEAD Professor of Organisational Behaviour, INSEAD Business School "The ICT Malaise is a different and thorough point of view on the dysfunctional approach the world has taken to information and technology. In an era of exponential changes where humans are rendered obsolete at the same pace of technology, it is fundamental to go back to basics on why we lead and innovate in the first place." Silvio Rugolo, VP, Global Sales, BMC Software, Digital Service Operations We hurtle ahead with technology, apps, and the newest innovation in a world that already demands a constant online presence and availability. You are included if you quickly adapt the newest technology and excluded if you wait too long. Information and communication technology (ICT) service providers, suppliers, and customers all try to make sense and make the most money out of technology developments and constant innovation with the help of frameworks, methodologies, best-practice approaches, and models. They continuously improve, align, integrate, and optimize, but unfortunately do not apply the same drive to safeguarding quality. This book leads the reader along a path of critical thinking, reflecting, and contemplating while offering alternative ways for service providers, customers, and suppliers to interact with each other. In addition, it encourages them to conduct their business in such a way that customers, service providers, and suppliers achieve satisfaction. The author implies a different mindset, a new way of interacting and a surprising approach to the many frameworks, models, and methodologies being introduced ceaselessly. While reading this book, IT professionals receive practical guidelines for using these newfound methodologies and models to help build and maintain healthy business relations while ensuring quality delivery of products and services. Readers will be surprised by how much more satisfying and less stressful their work environment becomes!

This casebook provides students and academics in business management and marketing with a collection of case studies on services marketing and service operations in emerging economies. It explores current issues and practices in Asia, across different areas, countries, commercial and non-commercial sectors. This book is important and timely in providing a framework for instructors, researchers, and students to understand the service dynamics occurring in these countries. It serves as an invaluable resource for marketing and business management students requiring insights into the operationalization of services across different geographical areas in Asia. Students will find it interesting to compare and contrast different markets covering important aspects related to services.

This book examines and analyzes tourism consumption and tourist experiences, employing a systematic and case study-driven perspective. Covering approaches with a wider geographical background, it considers issues like tourism place experience and co-creation, as well as the behavior of tourists on guided tours, at trade shows and exhibitions, and in museums. Dedicated chapters deal with the aspect of customer satisfaction in places such as hotels or restaurants. In closing, the book highlights tourist behavior in the context of cultural heritage, regional and cultural differences and the general frameworks of consumer happiness and responsibility. Given its focus, the book provides a unique view on the interplay of tourism consumption and tourist experiences, and presents a comprehensive selection of case studies to exemplify and discuss in detail the frameworks covered and the current state of practice.

This book focuses on cultures that shape contemporary Asian tourist experiences. The book consists of 10 chapters, which are organised into two themes: Collectivist Culture and Wellbeing. The chapters cover emerging forms of tourism (e.g., wedding and bridal photography tourism, roots/affinity tourism and shamanic tourism), investigate a wide range of topics (e.g., tourist motivation, tourist anxiety and decision making) and consider Asian perspectives from diverse backgrounds (e.g., China, Hong Kong, Singapore, Taiwan, South Korea, Japan, Philippines, Malaysia, Indonesia, India, Bangladesh, and Nepal). The book provides tourism researchers, students and practitioners a consolidated, comprehensive and updated reference for the understanding of Asian tourists.

This is a pioneering study of the English provincial newspaper and book trades in the eighteenth century. Christine Ferdinand uses the first thoroughgoing study of the Salisbury Journal and its competitors to reveal how country newspapers worked within and influenced the developing information systems of a region. The detailed revelations of a community's social, economic, literary and cultural interests extend well beyond Salisbury to the surrounding counties and to London. A hitherto hidden commercial infrastructure shows the interdependent relationship between the writers and makers of newspapers, the principal members of the London book trade, and the new market for the printed word. Behind these news networks was the entrepreneurial spirit of Benjamin Collins, a figure of national importance, who set up Salisbury's first bank, established newspapers in London and the provinces, wrote children's books with John Newbery, and whose publishing interests brought him into contact with the literary and commercial life of London. This fascinating study of the information networks of eighteenth-century provincial life will be of interest to literary students and biographers as well as historians.

Armed with a degree in medieval history and a flair for the macabre, Caitlin Doughty took a job at a crematory and turned morbid curiosity into her life's work. She cared for bodies of every color, shape, and affliction, and became an intrepid explorer in the world of the dead. In this best-selling memoir, brimming with gallows humor and vivid characters, she marvels at the gruesome history of undertaking and relates her unique coming-of-age story with bold curiosity and mordant wit. By turns hilarious, dark, and uplifting, Smoke Gets in Your Eyes reveals how the fear of dying warps our society and "will make you reconsider how our culture treats the dead" (San Francisco Chronicle).

This open access book summarizes research being pursued within the Manutelligence project, the goal of which is to help enterprises develop smart, social and flexible products with high value added services. Manutelligence has improved Product and Service Design by developing suitable models and methods, and connecting them through a modular, collaborative and secure ICT Platform. The use of real data collected in real time by Internet of Things (IoT) technologies underpins the design of product-service systems and makes it possible to monitor them throughout their life cycle. Available data allows costs and sustainability issues to be more accurately measured and simulated in the form of Life Cycle Cost (LCC) and Life Cycle Assessment (LCA). Analysing data from IoT systems and sharing LCC and LCA information via the ICT Platform can help to accelerate the design of product-service systems, reduce costs and better understand customer needs. Industrial partners involved in Manutelligence provide a clear overview of the project's outcomes, and demonstrate how its technological solutions can be used to improve the design of product-service systems and the management of product-service life cycles.

China's event market is full of dynamic and exciting developments, innovation, new players and novel ideas, but at the same time of certain shortcomings. This new and huge market is drawing increasing attention from the event industry worldwide. The aim of this handbook is to analyse the Chinese event market, reflect on emerging trends, scrutinise the key players and identify the implica-tions for the education of future professionals in this industry. This handbook is the first of its kind on the Chinese event market written in English. It is a collection of 27articles written by 39 authors from China, Germany, Malaysia, South Africa, the United Kingdom and the United States. The contributions embrace a mix of theoretical and practical reflections, written by academics/lecturers and practitioners alike. The focus lies on business events, such as trade fairs, conventions and corporate events. Some very specifically describe a certain trend or development; others focus on overall trends. The handbook is divided into four chapters. Following an introductory chapter on the event market, the second chapter focuses on the event market in China from a global perspective. The third chapter reflects on management aspects in China's event industry. The fourth and final chapter addresses the issue of educating professionals for the event industry.

Service business accounts for more than 75 per cent of the wealth and employment created in most developed market economies. This interdisciplinary Handbook provides a critical and multi-disciplinary review of current service business processes and practices. Broadening our understanding of services in the world economy, the editors push back the frontiers of current critical thinking by bringing together eminent scholars from economics, management, sociology, public policy, planning and geography. Chapters contribute to ongoing debates about the nature and management of service business and the characteristics of service-led economies. Disciplinary perspectives on services, services and core business processes, and the management of service business are explored. Included is a series of case studies from the EU, USA, UK and Australia. Designed as an additional text for undergraduates and postgraduate studies, this book will appeal to students and scholars seeking a multi-disciplinary understanding of this increasingly mainstream field. Contributors: L. Andres, U. Apte, J.R. Bryson, C. Chapain, A. Coad, P.W. Daniels, F. Djellal, M. Ehret, J. Frankish, F. Gallouj, R. Greenwood, C. M. Hall, S. Hollis, A. Jones, U. Karmarkar, C.A. Kieliszewski, P.P Maglio, R. Mason, T. Morris, H. Nath, M. O'Mahony, A. Potter, J. Roberts, R. Roberts, L. Rubalcaba, M. Smets, D.J. Storey, P. Strom, J. Sundbo, D.J. Teece, M. Toivonen, R.H. Tsiotsou, J. Wirtz, F.F. Yang, A.G.O. Yeh

For too long the prevalent view has been that the public and private sectors differ dramatically when it comes to innovation. This book takes a radically different tack, not as a rhetorical stance, but as the basis for fruitful empirical analysis. The studies here show that public service organizations and their leaders can be innovative in their own right. The contributions made here provide insights that will productively inform future research and practice.' - Ian Miles, University of Manchester, UKThis book is devoted to the study of public-private innovation networks in services (ServPPINs). These are a new type of innovation network which have rapidly developed in service economies. ServPPINs are collaborations between public and private service organizations, their objective being the development of new and improved services which encompass both technological and non-technological innovations. The book presents in-depth empirical research from different service sectors across Europe in order to explore the nature of these public-private collaborations. It elucidates the processes of formation, entrepreneurship and management, the types of innovations ServPPINs generate, and the nature of the public policies required to support them. This multidisciplinary book will appeal to academics and students in economics, management, and the sociology of services and innovation. Managers in the public and private service sector and public authorities will also find much to interest them. Contributors: M. Bu ar, B. Dachs, G. Di Meglio, F. Djellal, L. Fuglsang, J. Gallego, F. Gallouj, L. Green, B. Heller-Schuh, A. Jakli , P. Labarthe, F. Lissoni, C. Merlin-Brogniart, O. Montes Pineda, A.-C. Moursli-Provost, A. Pyka, L. Rubalcaba, D. Schartinger, B. Schoen, M. Stare, J. Sundbo, I. Wanzenboeck, K.M. Weber, P. Windrum

Recent Developments in the Economics of Education collects together the most important contributions in this rapidly developing field. Themes covered in this book include: efficiency and equity, externalities and the role of the government in providing education, the relationship between the markets for labour and education, cost functions in the education sector, the market for educators, and the economics of school choice. This volume complements an earlier volume in the series, The Economic Value of Education, edited by Mark Blaug.

This book outlines the status quo of worldwide wildlife tourism and its impacts on planning, management, knowledge, awareness, behaviour and attitudes related to wildlife encounters. It sets out to fill the considerable gaps in our knowledge on wildlife tourism, applied ecology, and environmental education, providing comprehensive information on and an interdisciplinary approach to effective management in wildlife tourism. Examining the intricacies, challenges, and lessons learned in a meaningful and rewarding tourism niche, this interdisciplinary book comprehensively examines the major potentials and controversies in the wildlife tourism industry. Pursuing an insightful, provocative and hands-on approach, it primarily addresses two questions: 'Can we reconcile the needs of the wildlife tourism industry, biodiversity conservation, ecological learning and animal ethics issues?' and 'What is the Future of the Wildlife Tourism Industry?'. Though primaril y intended as a research text, it also offers a valuable resource for a broad readership, which includes university and training students, researchers, scholars, tourism practitioners and professionals, planners and managers, as well as the staff of government agencies.

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.

This book explores how novel digital services, including e-services, digital platforms and mobile apps, are increasingly being innovated through open processes. It investigates how and why organizations invite external developers to participate in their innovation, often catalyzed by contests and the provision of open data, with the aim of designing digital services that go beyond the capability of the organizations themselves. Taking a contest driven approach to innovation, the book provides an accessible yet comprehensive introduction to the area of open digital innovation. It offers an analysis of key scientific principles underlying open innovation and based on these provides practical tools for improving the digital innovation process. Furthermore, the book introduces instruments for managing innovation contests, in particular for overcoming innovation barriers and for harnessing the power of motivating factors. It serves as a text for graduate and undergraduate courses in digital innovation and entrepreneurship, but is also a valuable resource for managers as well as policy makers in the field of open digital innovation.

This books focuses on co-design, and more specifically, on the various forms co-design might take to tackle the most pressing societal challenges, introducing public-interest services as the main application field. To do so, it presents an extensive study conducted within a particular community of residents in Milan: this is a social innovation story integrated into the discipline of service design, which simultaneously deepens the related concepts of co-design, co-production and co-management of services. Drawing upon this experience and further studies, the book presents the idea of a collaborative infrastructure and its related infrastructuring process in ten steps, in order to explore the issues of incubation and replication of services and to extensively investigate the creation of those experimental spaces in which citizen participation is fostered and innovation in the public realm is pursued. Lastly, the book develops other lines of reflection on co-design seen, for example, as a form of cultural activism, as an instrument for building citizenship, and as a key competence for the public administration and thus as a public service itself. The idea of co-design as a way to regenerate the practices of democracy is a recurring theme throughout the book: co-design is a process that seeks to change the state of things and it is intentionally presented as a long and complex path in which the role of designer is not only that of a facilitator, but also that of a cultural operator who contributes with ideas and visions, hopefully fostering a real cultural change.

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.

This book takes the reader beyond net effects and main and interaction effects thinking and methods. Complexity theory includes the tenet that recipes are more important than ingredients-any one antecedent (X) condition is insufficient for a consistent outcome (Y) (e.g., success or failure) even though the presence of certain antecedents may be necessary. A second tenet: modeling contrarian cases is useful because a high or low score for any given antecedent condition (X) associates with a high Y, low Y, and is irrelevant for high/low Y in some recipes in the same data set. Third tenet: equifinality happens-several recipes indicate high/low outcomes.

This book deals broadly with tourism planning and development from the perspective of Croatia, a major Adriatic tourism destination which is fast becoming one of the most popular vacation spots in the European Union. With the recent accession of Croatia to the EU, Croatia is undergoing a rapid political and economic transition and generating scholarly interest in the country's primary, secondary, and tertiary industries. This book examines the country's long history and thriving success in the tourism industry through issues of destination image and identity, management challenges, economic impact, and how to attract tourists in the midst of extreme political changes. The book explores the implications of policy decisions on product development and takes a theoretically sound approach to destination planning and problem-solving in Croatia. Its timely view of Croatian national tourism policy and the broader Adriatic/Mediterranean region makes this book of interest to all scholars, students, and practitioners engaged in various aspects of destination development planning and management.

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.