All organizations are becoming service organizations. But most weren't built to deliver services successfully end-to-end, and the human, operational and financial impacts are abundantly clear. In the digital era the stakes are even higher, given how rapidly services change. Yet default working practices (governance, planning, funding, leadership, reporting, programme and team structures) inside large organizations haven't changed. Rather than modernize just one service at a time, it's the underlying organizational conditions that need to be transformed - anything less is futile. The Service Organization is the result of years of research and consulting, as well as dozens of interviews with executives. It explores significant challenges that leaders will recognize, and turns them into solvable puzzles by providing practical advice and tools that reimagine what the organization does from the perspective of its customers - and it organizes the activity needed to deliver the best outcomes. This book is for everyone involved, from designers to technologists and from operational staff to policymakers and leaders. It includes surprisingly simple and doable, but non-obvious, steps that don't depend on seniority or pay band and that are typically overlooked by even the most progressive professions, teams and companies. Kate Tarling sets a bold, ambitious and practical agenda for all service organizations. Her book is full of behind-the-scenes examples from the global companies, public sector bodies and non-profits that are now delivering and leading successful services. It shows how to reinvent organizations so they rely not just on 'transforming technology' but on putting the success of their services at the heart of how they operate.

Unlike previous texts that have focussed on migratory patterns of tourists and new mobilities in tourism, Tracking Tourists: Movement and mobility is the first text to address tourist movement in from a methodological angle in the post-digital era. It assesses how movement and migration has been recorded in the past, how it may be recorded and assessed now and the possibilities for exploring movement in the future. Using international case studies that are both current and historical, it explores the range of options that exist for assessing tourists' movement, along with the relative merits of each method. It will give a special focus to new technologies that facilitate our understanding of movement, such as the use of big data, hashtag scraping, Wi-Fi tracking, farming data from mobile phone towers and cutting-edge GPS tracking. It discusses the positive and negative consequences of the use of these new technologies and tackles issues such as ethical dilemmas and future trends and technology needs. Tracking Tourists: Movement and mobility: * Serves as the definitive guide for understanding the methods involved in understanding tourist movements and tourist migration patterns' * Uses international case studies from around the world, both current and historical to explore the range of options that exist. * Gives a special focus to new technologies that facilitate our understanding of movement.

Less than three decades ago, when the Chinese bought cloth or clothes, they would have had to use a government-issued coupon. Today the Chinese fashion industry is one of the most dynamic in the world - it not only supplies fashions to the increasingly discerning domestic market, but also provides one-third of the clothing sold in the global market. How did this phenomenal transition come about? What can the growth of the Chinese fashion industry tell us about the post-Mao China? What roles do the local and the global play in the dramatic changes? This book offers a historically informed, ethnographically grounded and interpretive analysis of contemporary Chinese fashion and the fashion industry. It examines the interplay of state politics, market forces, local social and cultural factors, and the global political economy, both in the rise of the Chinese fashion industry and in the life and work of Chinese fashion professionals. As the first ethnographic account of the Chinese fashion industry in the post-Mao era, The Chinese Fashion Industry combines first-hand accounts with sophisticated cultural analysis to offer new insights, and will be of interest to students and scholars of fashion, anthropology and China.

Examines the shift in leading companies in India towards greater 'value added' and innovative work. Is the move towards greater levels of innovation the future of the services off-shoring industry in India?

In order to ensure the long-term sustainability of tourism in different countries and destinations, it is vital to examine and analyse emerging trends in today’s international tourism industry. International Tourism Futures: The Drivers and Impacts of Change examines influential factors such as the demographic, political, economic and technological changes, which will affect the nature, trends and participation in tourism, hospitality and events. It discusses contemporary concepts associated with the tourism, hospitality and event sector, generating plausible ideas and identifying future trends. The COVID-19 crisis outbreak reinforces the vulnerability of the international tourism industry operating as an open system and some of these impacts of change on future industry development are highlighted. A multi-disciplinary text, International Tourism Futures: The Drivers and Impacts of Change covers a range of inter-related trends which include: • Tourists of the Future • Hospitality of the Future • The Future of Visitor Attractions • Events of the Future • The Future of Film Tourism • Health and Wellness Tourism • Sustainable Development and Responsible Tourism • Future Proofing a Crisis • Building Future Scenarios Using a considered pedagogic structure, each chapter uses international case studies to contextualise the theory, including: Chinese outbound travel, the ‘personalisation’ of the travel experience, robotic hospitality in Asia, the 2028 LA Summer Olympics, Wellness Spa Tourism in Thailand, France’s ‘International Action Against Terrorism’ initiative and many more. This research textbook is perfect for tourism, hospitality and event education and courses that focus on the future direction of the T,H and E sectors and industry in general.

'Racing is truly a global enterprise, and it's expanding every year. There is no one more qualified than Chris Aylett to discuss the business of motorsport on a global scale. The racing industry is an extraordinarily dynamic worldwide market. This book does an excellent job in capturing its scope and robust vitality.' - Steve Lewis, Owner/Publisher of 'Performance Racing Industry' magazine and the PRI Show, the largest racing industry trade event in the world

'This excellent, readable book looks at the motorsport industry in a new light: that of a business that is on the verge of becoming global in its activities and with some of the aspects of globalisation already in place. It is clear that the motorsport industry is facing opportunities that are unique in scope and scale but will it take them? The authors present intriguing answers to this question. This book is a must read for those concerned about motorsport's traditional clusters, as they need to be forewarned of the challenges and ready with solutions.' - Professor D. G. Rhys CBE, Director, Centre for Automotive Industry Research, Cardiff University Business School and Member of the UK's Motor Racing Development Board

Tourism is facing new challenges. The number of tourists in the world is increasing, new segments are emerging and their flows are shifting. 'Tourism's New Markets: Drivers, details and directions' explores these new segments and markets and all their different needs, interests and cultures. Emerging markets are in countries with an increasing economic performance (such as Asia and the Middle East) and with the largest populations (including India, China, Indonesia, Brazil, Argentina, Mexico)and it is expected that other emerging source markets will add to those recently observed from the giants (China and Russian Federation) as major tourist newcomers. Changes such as an ageing population, the growth of megalopolises and the decline of the traditional nuclear family lead to the creation of new market segments, all which have new interests and demands. This edited volume looks at the consumer needs of seniors, millennials, pleasure tourists, singleton tourists, Muslim travellers, nationality based cohorts as well as cross-generational segments, luxury travel and unique special interest groups amongst others. With contributions from international experts in the field, 'Tourism's New Markets: Drivers, details and directions' provides a research-led perspective to: * Explore and understand emerging markets and segments * Identify the most effective marketing strategies to build emerging markets and segments * Create a body of knowledge that shapes the boundaries of marketing to reach an orientalised and market perspective * Compare developing markets with emerging ones * Offer a global perspective of marketing and tourists' behaviours and build a comparative framework of developed and emerging markets * Develop a new research framework to excel in emerging markets A must have volume for higher level undergraduates, graduate students and practitioners in the fields of tourism, it is contextualised throughout with international case studies and examples to provide a real world perspective.

Tourism is facing new challenges. The number of tourists in the world is increasing, new segments are emerging and their flows are shifting. 'Tourism's New Markets: Drivers, details and directions' explores these new segments and markets and all their different needs, interests and cultures. Emerging markets are in countries with an increasing economic performance (such as Asia and the Middle East) and with the largest populations (including India, China, Indonesia, Brazil, Argentina, Mexico)and it is expected that other emerging source markets will add to those recently observed from the giants (China and Russian Federation) as major tourist newcomers. Changes such as an ageing population, the growth of megalopolises and the decline of the traditional nuclear family lead to the creation of new market segments, all which have new interests and demands. This edited volume looks at the consumer needs of seniors, millennials, pleasure tourists, singleton tourists, Muslim travellers, nationality based cohorts as well as cross-generational segments, luxury travel and unique special interest groups amongst others. With contributions from international experts in the field, 'Tourism's New Markets: Drivers, details and directions' provides a research-led perspective to: * Explore and understand emerging markets and segments * Identify the most effective marketing strategies to build emerging markets and segments * Create a body of knowledge that shapes the boundaries of marketing to reach an orientalised and market perspective * Compare developing markets with emerging ones * Offer a global perspective of marketing and tourists' behaviours and build a comparative framework of developed and emerging markets * Develop a new research framework to excel in emerging markets A must have volume for higher level undergraduates, graduate students and practitioners in the fields of tourism, it is contextualised throughout with international case studies and examples to provide a real world perspective.

What limits, if any, should be placed on a government's efforts to spy on its citizens in the name of national security? Spying on foreigners has long been regarded as an unseemly but necessary enterprise. Spying on one's own citizens in a democracy, by contrast, has historically been subject to various forms of legal and political restraint. For most of the twentieth century these regimes were kept distinct. That position is no longer tenable. Modern threats do not respect national borders. Changes in technology make it impractical to distinguish between 'foreign' and 'local' communications. And our culture is progressively reducing the sphere of activity that citizens can reasonably expect to be kept from government eyes. The main casualty of this transformed environment will be privacy. Recent battles over privacy have been dominated by fights over warrantless electronic surveillance and CCTV; the coming years will see debates over DNA databases, data mining, and biometric identification. There will be protests and lawsuits, editorials and elections resisting these attacks on privacy. Those battles are worthy. But the war will be lost. Modern threats increasingly require that governments collect such information, governments are increasingly able to collect it, and citizens increasingly accept that they will collect it. This book proposes a move away from questions of whether governments should collect information and onto more problematic and relevant questions concerning its use. By reframing the relationship between privacy and security in the language of a social contract, mediated by a citizenry who are active participants rather than passive targets, the book offers a framework to defend freedom without sacrificing liberty.

The first text to take a truly inter-disciplinary approach to critically examining the impacts of tourism on marine environments and coastal regions, focusing on the negative environmental impacts but also looking at the social and economic context of marine tourism and coastal zone management. The book sets tourism against the background of the crisis facing our oceans due to climate change and the effects of global warming. Tourism adds another layer of challenges for our marine environment, and its rapid growth globally means that these challenges have grown dramatically in recent years. We have seen a number of trends in the relationship between tourism and our oceans which pose a threat to the future of the marine environment and coastal communities. The Impact of Tourism on the Marine Environment looks at these trends in detail and tackles issues such as: * A critical evaluation of the cruise sector in terms of its impacts on the marine environment and the coastal destinations visited by cruise ships. * Marine wildlife watching and whether it is the enemy of conservation or its ally * The overall impact of tourism on waste, litter and plastics in the oceans. * The two-way relationship between climate change and global warming and marine environments and coastal tourist destinations * The effects of leisure activities such as diving and sea angling on the marine environment including coral reefs * The consumption of marine resources to meet tourist demand for seafood and souvenirs that deplete ocean resources * Natural and man-made disasters which have their origins in the oceans but have an impact on coastal tourist destinations * The challenges involved in the planning and management of tourism in marine environments and the impacts of the construction of new resorts and tourism infrastructure. * The debate over whether there is a need for regulation to control the impacts of tourism on our oceans or whether industry self-regulation is the best approach to take The book includes nearly forty mini-case studies from around the world which illustrate issues raised in the text. There are also two important 'opinion pieces' from Professor Harold Goodwin and Professor Michael Hall. A must-have text for students, researchers and practitioners looking at issues of sustainable tourism, tourism planning, environmental management, geography, marine conservation and corporate social responsibility. Part of the Responsible Tourism Series edited by Harold Goodwin, Director of Responsible Tourism, Institute of Place Management at Manchester Metropolitan University and John Swarbrooke, Associate Dean-International, Plymouth Global, Plymouth University, UK Professor John Swarbrooke is Associate Dean - International, at the University of Plymouth, UK.

Neolocalism and Tourism: Understanding a Global Movement is the first comprehensive analysis of neolocalism in the tourism context and provides a forum to discuss the latest developments, trends, and research involving tourism and neolocalism, as well as exploring new areas for consideration. Synergies between neolocalism and tourism can contribute to a greater understanding of the complexities of sustainability through increases in community involvement, which enhances local pride and local sourcing. The role of local production, distribution, and consumption can link people to landscapes and contribute to a deeper understanding of sense of place, which in turns garners support for local enterprises and local causes. This edited collection: * Outlines the theory of neolocalism and features neolocalism in relation to tourism; * Brings a new level of scrutiny to the stand-alone concept of "neolocal" as a rising phenomenon in sustainable tourism development and tourism product development studies; * Highlights the versatility and innovating applications of neolocalism within the wider tourism debate; and * Contains international contributions and examples (both applied and conceptual) from global experts.

The year 2020 will be a defining moment in the history of the tourism and hospitality industry worldwide. The arrival of the novel coronavirus, COVID-19 dealt the industry a vicious blow. It is forecast that due to this pandemic, the number of international tourist arrivals will fall by at least 60-80% in 2020, putting millions of jobs at risk. The industry will recover, but travel will never be the same again. COVID-19 and Travel: impacts, responses and outcomes examines how this crisis unfolded and its devasting impacts on the travel, tourism and hospitality industries. Packed with international case studies, it takes the reader from the very outset of the crisis, how the industry reacted and its message to the market, through to its impacts and a possible future. It examines issues such as: * Why the COVID-19 outbreak and travel were inextricably linked; * How the different sectors of the industry adapted to the crisis; * Crisis communication strategies employed by organizations in response to the crisis; * How travellers were impacted by the crisis; * The social, economic and environmental impacts of the pandemic; * The future of travel after COVID-19. The book has a thorough user-friendly pedagogic structure and is accompanied by a website which contains an instructor's guide that includes chapter questions and model answers, a test bank, PowerPoint slides for each chapter, and short videos to accompany the cases. The impacts of this pandemic change daily, and the crisis is still fluid. To this end, the book will be updated regularly with online articles that can be found on the book's website at: www.goodfellowpublishers.com/COVID19 Must have reading for all tourism students, educators, and practitioners all over the world and the 'go to' text on the subject of COVID-19 and its impact on travel.

The year 2020 will be a defining moment in the history of the tourism and hospitality industry worldwide. The arrival of the novel coronavirus, COVID-19 dealt the industry a vicious blow. It is forecast that due to this pandemic, the number of international tourist arrivals will fall by at least 60-80% in 2020, putting millions of jobs at risk. The industry will recover, but travel will never be the same again. COVID-19 and Travel: impacts, responses and outcomes examines how this crisis unfolded and its devasting impacts on the travel, tourism and hospitality industries. Packed with international case studies, it takes the reader from the very outset of the crisis, how the industry reacted and its message to the market, through to its impacts and a possible future. It examines issues such as: * Why the COVID-19 outbreak and travel were inextricably linked; * How the different sectors of the industry adapted to the crisis; * Crisis communication strategies employed by organizations in response to the crisis; * How travellers were impacted by the crisis; * The social, economic and environmental impacts of the pandemic; * The future of travel after COVID-19. The book has a thorough user-friendly pedagogic structure and is accompanied by a website which contains an instructor's guide that includes chapter questions and model answers, a test bank, PowerPoint slides for each chapter, and short videos to accompany the cases. The impacts of this pandemic change daily, and the crisis is still fluid. To this end, the book will be updated regularly with online articles that can be found on the book's website at: www.goodfellowpublishers.com/COVID19 Must have reading for all tourism students, educators, and practitioners all over the world and the 'go to' text on the subject of COVID-19 and its impact on travel.

* Focuses on key areas highlighted by industry leaders as lacking in today's spa managers/directors * Provides practical spa management guidance, in an 'easy to read' style, covering the most important areas essential in operating any spa facility successfully * Based on hands-on experience of fitness, spa, beauty and medical rehabilitation centre operations, in addition to the opinions of over 40 spa experts * Covers not just beauty and wellness spa operations, but also medical rehabilitation (hot spring/Balneotherapy) spas The Spa Manager's Essential Guide contains all the basic day to day information on how to run a wellness, beauty or thermal spa operation successfully. It focuses on those areas that industry leaders have identified as critical and missing in today's spa leaders, combined with advice from over 40 spa experts. It takes the reader through essential spa management tools and systems, giving recommendations on how spa managers should present and manage themselves and their teams to operate a spa facility of any size successfully. All of the most important aspects of spa management are delivered in a concise, understandable format - this guide provides: * Practical management information on how to manage day to day spa operations * Personal skills and knowledge required for building a successful spa team * Essential information on the most common range of health spa and wellbeing products and services and how they connect and interrelate with each other There are no other text books on the market that contain as much spa product knowledge and operational management advice based on such a wide range of experience in just one book. This is an essential core text for all students on spa management education programmes or related modules, as well as for existing and aspiring spa managers.

The first text to take a truly inter-disciplinary approach to critically examining the impacts of tourism on marine environments and coastal regions, focusing on the negative environmental impacts but also looking at the social and economic context of marine tourism and coastal zone management. The book sets tourism against the background of the crisis facing our oceans due to climate change and the effects of global warming. Tourism adds another layer of challenges for our marine environment, and its rapid growth globally means that these challenges have grown dramatically in recent years. We have seen a number of trends in the relationship between tourism and our oceans which pose a threat to the future of the marine environment and coastal communities. The Impact of Tourism on the Marine Environment looks at these trends in detail and tackles issues such as: * A critical evaluation of the cruise sector in terms of its impacts on the marine environment and the coastal destinations visited by cruise ships. * Marine wildlife watching and whether it is the enemy of conservation or its ally * The overall impact of tourism on waste, litter and plastics in the oceans. * The two-way relationship between climate change and global warming and marine environments and coastal tourist destinations * The effects of leisure activities such as diving and sea angling on the marine environment including coral reefs * The consumption of marine resources to meet tourist demand for seafood and souvenirs that deplete ocean resources * Natural and man-made disasters which have their origins in the oceans but have an impact on coastal tourist destinations * The challenges involved in the planning and management of tourism in marine environments and the impacts of the construction of new resorts and tourism infrastructure. * The debate over whether there is a need for regulation to control the impacts of tourism on our oceans or whether industry self-regulation is the best approach to take The book includes nearly forty mini-case studies from around the world which illustrate issues raised in the text. There are also two important 'opinion pieces' from Professor Harold Goodwin and Professor Michael Hall. A must-have text for students, researchers and practitioners looking at issues of sustainable tourism, tourism planning, environmental management, geography, marine conservation and corporate social responsibility. Part of the Responsible Tourism Series edited by Harold Goodwin, Director of Responsible Tourism, Institute of Place Management at Manchester Metropolitan University and John Swarbrooke, Associate Dean-International, Plymouth Global, Plymouth University, UK Professor John Swarbrooke is Associate Dean - International, at the University of Plymouth, UK.

The September 11, 2001, attacks on the World Trade Center and the Pentagon raised numerous questions about American and international aviation security. Former Director of Security of the International Air Transport Association Rodney Wallis suggests that the failure to maximize U.S. domestic air security, which left air travelers vulnerable to attack, lay largely with the carriers themselves. He contends that future policies should parallel the standards of the International Civil Aviation Organization. Wallis considers the Aviation and Transportation Security Act adopted by the U.S. Congress in the wake of September 11 and offers a modus operandi to the FAA that would enable them to maximize the benefits this legislation provides to air travelers.

This important work reviews past government reactions to the threat posed by air terrorism and questions whether these were effective responses or merely window dressing. It also includes practical advice for air travelers on how to maximize their own security when flying on international routes by monitoring airport and airline security for themselves.

This book addresses major issues facing postal and delivery services throughout the world. Worldwide, there is currently a considerable amount of interest in postal and delivery economics. The industry is reacting to a state of near crisis and is implementing different drastic changes. The European Commission and member States are still wrestling with the problem of how to implement entry liberalization into postal markets, how to address digital competition, and how to maintain the universal service obligation (USO). The Postal Accountability and Enhancement Act of 2006 in the U.S. has perhaps created and exacerbated the problems faced by USPS. Digitalisation, technological development and online platforms are strongly affecting both the way postal and delivery operators are managing their services as well as their role on the market. Strong emphasis was attributed to the assets of Postal Operators (POs) and their added value in the digital age as well as on new business strategies. This volume presents original essays by prominent researchers in the field, selected and edited from papers presented at this year's 26th Conference on Postal and Delivery Economics held in Split, Croatia, from May 30- June 2, 2018.Topics addressed by this volume include quality of service, last mile solutions, and competition in the liberalized market. This book will be a useful tool not only for graduate students and professors, but also for postal administrations, consulting firms, and federal government departments.

The economics of the NCAA Division I men's basketball league are peculiar because it fails to hire the best college-aged players and does little to enhance competitive balance within the league. The league's policy decisions and its ability to remain economically viable, despite its short-sighted governance decisions, are discussed.

This book offers a bird's-eye view of the current trends, opportunities, and challenges related to Asian youth travellers, and it also presents a holistic framework for future research to build upon. Managerial and policy implications are provided for the tourism and hospitality industry and government agencies to better accommodate the needs of Asian youth travellers - a unique and diverse market that is yet to be fully unveiled to the world. The book investigates the key characteristics that define contemporary Asian youth travellers, adopting a broad definition of Asia. While it includes relatively mature markets, it also features emerging markets in Southeast Asia, South Asia, and West Asia. The book looks at different forms of tourism undertaken by Asian travellers, encompassing educational tourism, adventure tourism, working holiday, self-driving tourism, dark tourism, volunteer tourism, and cultural tourism. A wide range of topics are discussed, from history to current trends, from motivations to constraints, from the influence of culture and religion on travel behaviour to the search of social freedom through travel, and from destination choice to destination avoidance. The findings and interpretations are drawn from diverse and novel research methods, such as netnography, visual anthropology, historiography, interview, focus group, survey, and document analysis.

This book analyzes the set of forces driving the global financial system toward a period of radical transformation and explores the transformational challenges that lie ahead for global and regional or local banks and other financial intermediaries. It is explained how these challenges derive from the newly emerging post-crisis structure of the market and from shadow and digital players across all banking operations. Detailed attention is focused on the impacts of digitalization on the main functions of the financial system, and particularly the banking sector. The author elaborates how an alternative model of banking will enable banks to predict, understand, navigate, and change the external ecosystem in which they compete. The five critical components of this model are data and information mastering; effective use of applied analytics; interconnectivity and "junction playing"; development of new business solutions; and trust and credibility assurance. The analysis is supported by a number of informative case studies. The book will be of interest especially to top and middle managers and employees of banks and financial institutions but also to FinTech players and their advisers and others.

A multidisciplinary international team examines the safety, ethics, and health implications of the emerging global market for health care, and the issues that arise when patients cross borders for medical procedures they cannot afford or access at home, from liposuction to kidney transplants. Risks and Challenges in Medical Tourism: Understanding the Global Market for Health Services provides an in-depth, comprehensive assessment of the benefits and risks when health care becomes a global commodity. The collection includes contributions from leading scholars in law and public policy, medicine and public health, bioethics, anthropology, health geography, and economics. This timely and informative handbook looks at medical tourism from the perspective of some of the major regions that send and receive medical tourists, including the United States, the European Union, Southeast Asia, and Latin America. Contributors examine how government agencies, medical tourism companies, international hospital chains, and other organizations promote medical tourism and the globalization of health care. The topics explored include the legal remedies available to medical tourists when procedures go awry; potential consequences when patients cross borders for medical procedures that are illegal in their home countries; the relationship of medical tourism to international spread of infectious disease; and the lack of adequate transnational policies and regulations governing the global market for health services.

The economic imperative of sustainable tourism development frequently shapes life on small subtropical islands. In Okinawa, ecotourism promises to provide employment for a dwindling population of rural youth while preserving the natural environment and bolstering regional pride. Footprints in Paradise explores the transformation in community and sense of place as Okinawans come to view themselves through the lens of the visiting tourist consumer, and as their language, landscapes, and wildlife are reconstituted as treasured and vulnerable resources. The rediscovery and revaluing of local ecological knowledge strengthens Okinawan or Uchinaa cultural heritage, despite the controversial presence of US military bases amidst a hegemonic Japanese state.