Building on the foundations of the first edition, this comprehensive textbook remains a vital tool for postgraduate students seeking to understand the principles of service operations management, and for undergraduate students specializing in hospitality, tourism and public sector management. With services accounting for 70 percent of employment and growth in our economy, this textbook explains what is needed to ensure the most efficient and effective service operations are delivered. Covering not-for-profit agencies, charities, Non-Governmental Organisations (NGOs) and utilities alongside finance, healthcare and commercial companies, this guide explores the essentials of service operations management with its innovative approach to delivering customers' imperatives in services. Written in a clear and accessible manner this updated second edition: takes an increased international perspective on service operations is updated to reflect the most significant changes in service operations management, and to provide enhanced coverage of areas touched on in the first edition includes new and updated international case studies in each chapter, ideal for use in the classroom, reflecting the increased globalisation of service operations, with internationalising updates to include content suitable for a global audience covers mobile technology and presents the author's own research embracing big data analytics and neurolinguistics in building customer service systems expands coverage of process-reengineering and service flows, business process assessments, and developing economies.

This book explores the ontologies, epistemologies, methodologies, and methods that inform tourism qualitative research conducted either by Asian scholars or non-Asian scholars focusing on Asia. In addition to providing a platform for researchers to publish their qualitative journeys, it aims to encourage further Asian qualitative tourism research production. The book not only includes chapters from Asian scholars but also non-Asian tourism researchers with a focus on Asia, as their chapters are crucial to represent the multiplicity of realities constituting 'Asia'. It is of interest to the whole tourism academic community as it provides novel methodological insights from a non-Western perspective, which at the moment are often silenced by dominant (Western) voices.

With its white sandy beaches, lush green uplands, and near-perfect weather, the Hawaiian island of Maui is more than a picture postcard: it is a multi-million-dollar tourist attraction that repeatedly has been voted "best island in the world" by Conde Nast Traveler readers. Consider, then, the bumper sticker seen on residents' cars in recent years: "If it's tourist season, why can't we shoot them?"

From its modest beginnings in the prewar era, tourism has become the most important segment of Maui's economy since the 1970s. But as Mansel Blackford shows, it is also a devil's bargain. By switching the island's income base from sugar cane to condos, tourism has offered a solution to economic problems but has also placed an unanticipated strain on Maui's infrastructure and made unexpected demands of its residents. Now as roads and sewers have reached their limits and escalating property values have ousted long-timers, the growth of the "visitor industry" has forced the people of Maul to make difficult choices about the future development of their island.

Fragile Paradise chronicles the growth -- and the growing pains -- of the tourist economy on Maui. Blackford takes us into the heart of this island paradise to reveal the complexity of economic and environmental issues, especially as perceived by Maui's residents over the past four decades. He examines issues surrounding land-use policies, water development, electrical power generation, and transportation -- particularly the controversy over the expansion of the Kahului Airport. He then shows how these issues came together in the development of two communities: the booming resort area of South Maui and the agricultural Upcountry Maui.Blackford also reveals the human side of tourism, through interviews with islanders representing both sides of the growth issue.

Blackford's study shows how people living on a far western American frontier view their economic and physical environments and how they have sought to shape them. By addressing a number of crucial issues, from race and ethnicity to "quality of life" environmentalism, it offers a microcosm of the tourism industry that has implications for other travel destinations and for the economic future of the Pacific Rim.

This detailed volume and accompanying CD-ROM focus on the set electronic transaction (SET) system and review the fundamentals through to practical instruction on how to develop and implement the entire SET system. Topics addressed include: electronic commerce and the various payment and security systems that have led to online credit card commerce; cryptographic extensions utilized by the SET system; and the technical details behind SET, from purchase initiation, through certificate management, to data transport protocols. Actual programming examples and computer code to construct and roll out the SET system are also included. The book should be of interest to business executives as well as engineers.

Since the first edition of this text, sport management programs have grown tremendously. This thoroughly revised and updated edition offers a superb analysis of various sport organizations, with special emphasis on the policies which steer college athletic programs and professional sport franchises. The analysis includes a consideration of the issue(s) and problem(s) as well as the history and critique of the policies. The first part of the book deals with personnel policies related to college athletics, including mainstreaming Division I atheletes, recruiting and its violations, academic standards for freshman eligibility, and evaluation of coaching staff. There is also a chapter on professional sport free agency. The second part deals with related types of policies, such as the structure of the NCAA, funding, women's sport programs, and others.

Miller and Henthorne give U.S. investors and entrepreneurs the insights they need to capitalize upon the rapidly expanding, but still open, Cuban tourism industry--the island's major industry. This authoritative examination of the market for Cuban tourism provides comprehensive information on Cuban contacts and data sources that are accessible to foreigners; insights into the competition and possible competitive strategies, plus the general background on Cuba and its economy that investors must have for an understanding of Cuba's potential. With its lists of references and contacts, Miller and Henthorne's study will be invaluable to international tourism executives, particularly specialists in strategic planning and the development of strategic business alliances as well as international marketers and business development officers.

Miller and Henthorne have written their book for the day when relations and travel ties are reestablished between Cuba and the United States--a day that in their opinion will soon come. From their personal visits and interviews with Cuban officials in banking, finance, investment, politics, and the tourist industry itself, Miller and Henthorne have compiled material that is unavailable from any other single source. Here is detailed, first hand, timely information on Cuba's tourism resources, opportunities, infrastructure, competitors and competition, peculiarities, and historical and regional background for the benefit of investors in the United States and worldwide.

It's hard to imagine a day passing without most Americans enjoying some form of entertainment, whether it's going to a football game, watching television at home, or listening to the radio on the way to work. At the start of the 20th century, however, the only form of entertainment was live theater. With the advent of radio, television, and ultimately the internet, entertainment could be found in our homes, quite literally at our fingertips. As American society changed and the economy grew over the 20th century, the entertainment industry evolved from vaudeville theater to big screen movies to DVDs playing in the living room. This book focuses on popular American entertainment that both appeals to and is accessible to the masses. Six forms of entertainment are covered: vaudeville, recorded sound, radio, movies, television, and spectator sports. Some forms of entertainment have changed considerably throughout the years, while others have disappeared all together as technology allowed new ones to take their place, but the desire of people to be entertained has not waned. Concepts, organizations, and individuals such as the jukebox, the Screen Actors Guild, Ted Turner, satellite television, free agents, Charlie Chaplin, made-for-TV movies, iPod, Superbowl commercials, vaudeville circuits, Columbia, FCC, Hollywood, Title IX, Amos and Andy, MTV, and the Palace Theater, among many others, are discussed. Ideal for students and general readers interested in the development and history of one of the largest and most lucrative industries today. Biographies of notable individuals in the entertainment industry and suggestions for further reading are included.

3-in-1: Governing a Global Financial Centre provides a comprehensive understanding of Singapore's past development and future success as a global financial centre. It focuses on three transformational processes that have determined the city-state's financial sector development and governance - globalisation, financialisation, and centralisation - and their impacts across three areas: the economy, governance, and technology. More importantly, this book takes a multidimensional approach by considering the inter-related and interdependent nature of these three transformational processes. Just like the 3-in-1 coffee mix that is such an ubiquitous feature of everyday life in Singapore, the individual ingredients of Singapore's success as a global financial centre do not act alone, but as an integrated whole that manifests itself in one final product: the global financial centre.

This book examines the implications for public law of the regulation of privatized utilities, asking how these institutions fit into our constitutional understanding regarding accountability, individual rights and territorial government. It argues that new approaches are needed if constitutional and regulatory principles are to accommodate one another. This is of particular interest in the context of recent constitutional reforms and the growing influence of European integration. After describing the institutions, their powers and duties, particular attention is paid to the position of consumers, the role of the European Community, territorial government and the place of individual rights. The book concludes by looking at price control, the coming of competitive markets for utility services and the future of the regulatory system in the light of convergence, multi-utilities and the government's planned reforms.

While advances in information technology and the adoption of Internet as service delivery channels have enabled financial service institutions to provide more convenient assistance, they have diversified and complicated the nature of risks involved.Managing Information Assurance in Financial Services provides high-quality research papers and industrial practice articles in the areas of information security in the financial service industry. Managing Information Assurance in Financial Services provides insight into current information security measures, including: technology, processes, and compliance from some of the leading researchers and practitioners in the field. This book provides immense scholarly value and contribution in the areas of information technology, security, finance, and service.

This fully updated and expanded second edition of Human Resource Management examines the role of human resource management in the hospitality and tourism industry. The subject is approached from four perspectives: * the social psychology of managing people * the economics of labour * the practical techniques * strategy. The author argues that labour costs, labour utilisation, labour market behaviour and pay are inseparable from the skills of managing people. The book contains an important analysis of the labour market for this industry and now, in its second edition includes, among others, chapters on attitude measurement, customer-employee relations, questionnaire design and organizational change. Human Resource Management in the Hospitality and Tourism Industry is written in a clear, user-friendly style and offers a challenging view of the subject and an opportunity to learn an important aspect of management in an applied context. It is appropriate for degree level students and practitioners in the industry.

The Practical Guide to Organising Events is a short, accessible and practical guide on how to successfully plan and organise a variety of event types in a wide range of contexts. The core sections of the text are logically structured around the key stages of event management - pre-event, on-site and post-event - offering essential practical insight and guidance throughout the whole process. Topics covered include proposal writing, budget, funding and sponsorship, health and safety, security and evaluation. This is a fundamental resource for all events management students running and organising an event as part of their degree programme. It is also a book for anybody who just happens to be tasked with organising an event such as an office party, a social networking event, Christmas party or family wedding. Based on experience, using real-life case studies and anecdotal examples, The Practical Guide to Organising Events ultimately makes the business of events management appealing, understandable and achievable.

Adventure tourism is an increasingly widespread phenomenon, appealing to an expanding proportion of the population who seek new destinations and new experiences. This timely, edited volume offers new theoretical perspectives of this emerging subset of Tourism. it uses philosophical and cutting edge empirically grounded research to challenge existing thinking and develop the conceptual framework underpinning definitions of adventure, interrogating the adventure tourism experience and further building upon recent advances in adventure education. The book brings together adventure literature from range of disciplines and applies it to focused study of Adventure Tourism. By doing so it significantly furthers understanding and moves forward this development of this area of Tourism. This significant volume is written by leading academics in the area, and will be valuable reading for all those interested in Adventure Tourism.

Threats of terrorism, natural disaster, identity theft, job loss, illegal immigration, and even biblical apocalypse - all are perils that trigger alarm in people today. Although there may be a factual basis for many of these fears, they do not simply represent objective conditions. Feelings of insecurity are instilled by politicians and the media, and sustained by urban fortification, technological surveillance, and economic vulnerability. ""Surveillance in the Time of Insecurity"" fuses advanced theoretical accounts of state power and neoliberalism with original research from the social settings in which insecurity dynamics play out in the new century. Torin Monahan explores the counterterrorism-themed show ""24"", Rapture fiction, traffic control centers, security conferences, public housing, and gated communities, and examines how each manifests complex relationships of inequality, insecurity, and surveillance. Alleviating insecurity requires that we confront its mythic dimensions, the politics inherent in new configurations of security provision, and the structural obstacles to achieving equality in societies.

With the emphasis on small enterprises, this book provides a comprehensive analysis of what is happening across Europe in terms of sustainable development objectives and sustainability in the context of tourism supply. Each contribution in this edited collection addresses specific aspects of tourism enterprise activity within the overall context of policy and practice aimed at improving environmental performance. A series of broader issues are examined such as EU environmental policy and initiatives as they relate to tourism, social issues such as equity and employment, and transport, followed by detailed examples of specific case studies. Well-informed and based on current research this book is informative and invaluable to any one studying tourism and hospitality today, particularly those involved directly or indirectly in the fields of policy, planning and development.