Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's needs and ultimately care for each other. Yet surprisingly there are few or any books which focus on the detailed specifics of the social exchange and interaction between the service provider and customer. Tourist Customer Service Satisfaction fully explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successful exchanges, outlining how the service provider ought to behave & cope in a situation as well as detailing positive approaches that enhance a service provider's role performance. The book uses encounter theory to examine the customer - provider relationship as well as drawing on current research and theories from hospitality, tourism, management, psychology bodies of literature. In doing so the book offers important insight into how employee - centric competitive advantage in this sector can be achieved in various markets. This book is unique in its approach by focusing on the specifics of the social exchange and interaction between the service provider and customer. It therefore offers a novel synthesis of knowledge on service satisfaction in the tourism sector which will serve as valuable pedagogical and research reference for students and academics interested in hospitality and tourism.

Current Issues in Asian Tourism: Volume II draws together a collection of papers from Current Issues in Asian Tourism (CIAT). CIAT was launched by the editors of Current Issues in Tourism in response to the growing number of papers about tourism in Asia received by the journal and the increasing number of authors from Asian countries. This volume focuses on three aspects of Asian tourism. Firstly, the section on marketing, consumption and demand for Asian tourism includes papers on mega events, creative experiences, World Heritage Sites and pollution. Secondly, a group of papers focus on sustainable Asian tourism destinations including papers on investment, climate change, energy and local food. Finally, there are two chapters on Asian tourism research methods including the use of photography and qualitative methods. The papers in this book were originally published in Current Issues in Asian Tourism.

Since its beginnings, tourism has inspired built environments that have suggested reinvented relationships with their original architectural inspirations. Copies, reinterpretations, and simulacra still constitute some of the most familiar and popular tourist attractions in the world. Some reinterpret archetypes such as the ancient palace, the Renaissance villa, or the Mediterranean village. Others duplicate the cities in which we lived in the past or we still live today. And others realise perceptions of utopias such as Shangri-La, Eden, or Paradise. Replicas - duplitecture - and simulacra can have symbolic meaning for tourists, as merely inspiring an atmosphere or as truly authentic, and their relationship to original functions, for worship, accommodation, leisure, or shopping. Tourism and Architectural Simulacra questions and rethinks the different environments constructed or adapted both for and by tourism exploring the relationship between the architectural inspiration and its reproduction within the tourist bubble. The wide range of geographical areas, eras, and subjects in this book show that the expositions of simulacra and hyper reality by Baudrillard, Deleuze, and Eco are surpassed by our complex world. Adopting an interdisciplinary approach they offer original insights of the complex relationship between tourism and architecture. The chapters in this book were originally published as a special issue of the Journal of Tourism and Cultural Change.

* It is topical and relevant to focus on mountain and ski resorts given the impacts of climate change * It will be of interest to a range of disciplines and winter sport nations such as alpine Europe, North America, Canada and increasingly China * Includes unique data and overview of mountain resorts worldwide that offers insight into destination development.

Tourism is arguably one of the largest self-initiated commercial interventions to create well-being and happiness on the entire planet. Yet there is a lack of specific attention to the ways in which we can better understand and evaluate the relationship between well-being and travel. The recent surge of scholarly work in positive psychology concerned with human well-being and flourishing represents a contemporary force with the potential to embellish and augment much current tourism study. This book maps out the field and then draws links between tourists, tourism and positive psychology. It discusses topics such as the issue of excess materialism and its fragile relationship with well-being, the value of positive psychology to lifestyle businesses, and the insights of the research field to spa and wellness tourism. This volume will interest those who study and practise tourism as well as scholars and graduate students in a range of disciplines such as psychology, sociology, business and leisure.

The second edition of this innovative textbook introduces students to the ways that society shapes our many forms of entertainment and in turn, how entertainment shapes society. Entertainment and Society examines a broad range of types of entertainment that we enjoy in our daily lives ? covering new areas like sports, video games, gambling, theme parks, travel, and shopping, as well as traditional entertainment media such as film, television, and print. A primary emphasis is placed on the impact of technological and cultural convergence on innovation and the influence of contemporary entertainment.

The authors begin with a general overview of the study of entertainment, introducing readers to various ways of understanding leisure and play, and then go on to trace a brief history of the development of entertainment from its live forms through mediated technology. Subsequent chapters review a broad range of theories and research and provide focused discussions of the relationship between entertainment and key societal factors including economics and commerce, culture, law, politics, ethics, advocacy and technology. The authors conclude by highlighting innovations and emerging trends in live and mediated entertainment and exploring their implications for the future.

The new edition features updated examples and pedagogical features throughout including text boxes, case studies, student activities, questions for discussion, and suggestions for further reading.

This book delves into neighborhood branding by looking at the City of Orlando and the identities that set each neighborhood apart from others. Orlando is an international tourism capital, known for its abundant theme parks that allow for an escape from reality. The word "Orlando" is almost synonymous with Disney and Mickey Mouse - and for good reason. This place's brand identity is so strong that outsiders have trouble realizing locals often have a drastically different view of the city. But what else is there? What other brand identities does the place have? The stories from this case study highlight how local stakeholders play a vital role in the success of an overall place brand while also taking steps to maintain their own unique neighborhood vibes. This book will be valuable to academics and students interested in neighborhood branding and shaping identity from the perspective of tourism, geography, and urban studies.

This comprehensive volume was put together in response to the growing amount of research on tourism in Asia and an increasing number of authors from Asian countries. It concentrates on two aspects of Asian Tourism: first, the Asian tourists themselves, and second, economic development and tourism in the Asian region. The first part of the collection focuses on three areas: the motivations of different types of Asian tourist; the characteristics and behaviour of particular Asian tourist segments; and, finally, an analysis of specific research issues. The second part of the book then goes on to explore the governance and organisation of tourism in the Asian region, and the nature of Asian growth and competitiveness as it relates to tourism. The articles in this book were originally published in the journal Current Issues in Tourism.

Despite the formidable growth of urban tourism there has been little of the critical engagement that one would expect from the social sciences: the rich potential of contemporary social science for urban tourism has yet to be realized. Martin Selby's textbook makes available to practitioners and students seeking to understand the phenomenon of tourism in towns and cities the methods and concepts that are currently enhancing and transforming our understanding of society in other areas of the social sciences. With an emphasis on image, culture and experience, the author draws upon the "cultural turn" to explains the human aspects of the urban tourism phenomenon. The discussions emphasize the significance of urban tourism within debates upon the contemporary city, postmodernity and the pursuit of social science. Clearly written, with case studies and further reading, this book should be welcomed by students and lecturers in geography, tourism, planning and sociology.

Tourism can reduce poverty in developing countries. But tourism growth is not universally inclusive of the poor. Moreover our understanding of how tourism affects the poor is largely based on partial and superficial analysis. Researchers from different disciplines and practitioners with different objectives generally work in splendid isolation from each other and from the mainstream of development economics. Detailed economic analysis remains buried and is rarely challenged for policy implications, let alone poverty implications. This book provides an overview of a broad array of analyses of how tourism affects poor people. First, it pulls these together to identify three main pathways by which impacts on poverty can be delivered. Second, it reviews the empirical evidence on the scale and significance of impacts within each pathway, exploring where comparisons can be made and where they cannot. Finally, it considers the different methods used to gather and collect data, and implications for how we should work in the future. Tourism and Poverty Reduction draws on international evidence throughout, but provides particular insights into Africa and other less developed countries. It makes a major contribution to a more coherent, cross-disciplinary and sensitive approach to the tourism-poverty debate.

This new edition of The Economics of Tourism reflects the tremendous changes that have occurred in the tourism sector in the last twelve years. It recognizes that the nature of tourism demand and supply is being transformed by innovations in information communication technologies, market liberalization and climate change. Paralleling this, there is much greater interest in the study of tourism by both students and researchers in mainstream economics.

The text is now in four parts covering: demand; supply; national, regional and international matters and environmental issues. The concluding chapter appraises the state of the economic research into tourism. The increased interest in tourism has engendered the development of new methods of analysis and the refinement of established ones. Accordingly, the book has been extensively restructured, revised and expanded with two new chapters: chapter six of the first edition is now broken down into two and a new chapter has been added on environmental issues to take account of new developments, critically review the associated literature and consider future trends in tourism economics research. The reader-friendliness of the book has also been enhanced in various ways, such as the extensive chapter cross-referencing to refresh the reader's memory and the inclusion of a detailed list of abbreviations.

The Economics of Tourism will continue to make accessible for the non-specialist, the application and relevance of economics to tourism. Extensively revised and updated, including research and case studies the textbook will be an indispensable resource for both students and researchers.

The second edition of this innovative textbook introduces students to the ways that society shapes our many forms of entertainment and in turn, how entertainment shapes society. Entertainment and Society examines a broad range of types of entertainment that we enjoy in our daily lives covering new areas like sports, video games, gambling, theme parks, travel, and shopping, as well as traditional entertainment media such as film, television, and print. A primary emphasis is placed on the impact of technological and cultural convergence on innovation and the influence of contemporary entertainment.

The authors begin with a general overview of the study of entertainment, introducing readers to various ways of understanding leisure and play, and then go on to trace a brief history of the development of entertainment from its live forms through mediated technology. Subsequent chapters review a broad range of theories and research and provide focused discussions of the relationship between entertainment and key societal factors including economics and commerce, culture, law, politics, ethics, advocacy and technology. The authors conclude by highlighting innovations and emerging trends in live and mediated entertainment and exploring their implications for the future.

The new edition features updated examples and pedagogical features throughout including text boxes, case studies, student activities, questions for discussion, and suggestions for further reading.

This volume unravels the politics surrounding behind China's hegemonic project of heritage tourism development in Lijiang. It provides a compelling study of the dialectical relationships between global and domestic capital, the state, tourists and locals as they collude, collaborate and contest one another to ready Lijiang for tourist consumption.

Using rich material from insightful interviews and quantitative data, the authors show how complex tourism development can be even as it strives to do good for the community. Su and Teo investigate the practices of contestation and negotiation of identity within Lijiang; analyze the negotiations that transform material and vernacular landscapes; and suggests strategies that will enable sustained tourism interest in this location. Linking Gramsci's theory on hegemony to the cultural politics of space, this book has two major strengths: it establishes a theoretical framework to conceptualize power relations in tourism space and provides critical insights into the rapidly shifting socio-political landscape of contemporary China. Comparisons with other Chinese heritage sites are also provided.

By addressing the power struggles inevitable in the process of tourism development, The Politics of Heritage Tourism in China provides an innovative understanding of China's dynamic politics in a period of transition. As such, it will address the needs of students and academic scholars working in the fields of China studies, tourism, cultural studies, urban studies, sociology, geography, political science and heritage studies.

Tourism Development and the Environment: Beyond Sustainability? challenges the sustainable tourism development paradigm that has come to dominate both theoretical and practical approaches to tourism development over the last two decades. It extends the sustainable tourism debate beyond the arguably managerialist 'blueprint' and destination-focused approach that continues to characterise even the most recent 'sustainability' agenda within tourism development. Reviewing the evolution of the sustainable tourism development concept, its contemporary manifestations in academic literature and policy developments and processes, the author compares its limitations to prevailing political-economic, socio-cultural and environmental contexts. He then proposes alternative approaches to tourism development which, nevertheless, retain environmental sustainability as a prerequisite of tourism development. This book also acts as an introduction to the Earthscan series Tourism, Environment and Development. About the series: 'Tourism, Environment and Development' aims to explore, within a variety of contexts, the developmental role of tourism as it relates explicitly to its environmental consequences. Each book will review critically and challenge 'traditional' perspectives on (sustainable) tourism development, exploring new approaches that reflect contemporary economic, socio-cultural and political contexts.

The remarkable developments in tracking technologies over the past decade have opened up a wealth of possibilities in terms of research into tourist spatial behaviour. To date, most research in the field has been based on data derived from less objective - hence methodologically problematic - sources. This book examines the various technologies available to track pedestrians and motorized vehicles as well as the moral, ethical and legal issues arising from the utilization of data thus obtained. The methodologies outlined in the book could prove revolutionary in terms of tourism research, management and planning.

Photographs create visual narratives of experiences, places, peoples and objects that collectively and individually comprise the tourist gaze. Photography is acknowledged as having an important role in the determining of places and spaces, the construction and re-construction of identities, and the invention and re-invention of histories. So why do tourists take photos of certain things and not of others? Why do tourists take photos at all? How do photos build places, how do they change and shape lives? An interdisciplinary team of contributors from across the globe explore such questions as they examine the relationships between photography and tourism and tourists.

Co-creation is fast becoming a buzz word in tourism. Traditional approaches to value creation in tourism suggest that operators and suppliers produce goods and services which are consumed by tourists. The value produced is usually measured in economic terms. Co-creation challenges these assumptions, arguing that tourism producers and consumers co-create value together and that this value is more diverse than just economic value. Technologies underpinning social media, ratings and review tools and e-commerce are facilitating the creation of diverse values, and have been responsible for driving innovation in, for example, new business models such as the collaborative economy. Social, environmental, emotional, reputational and other kinds of value may also be produced, and a wide range of stakeholders, not just producers or consumers, might also benefit from the value co-creation process. This edited volume seeks to go beyond the dominant business/management/marketing perspectives that focus on the co-creation of market value and innovation, to excavate complex and critical episodes of co-creation in tourism. By engaging authors from both the academy and beyond, it explores the rich historical linage of co-creation and its contemporary practices. The chapters in this book were originally published in Tourism Recreation Research.

The academic study of adventure tourism is rapidly increasing in popularity, with research beginning to focus on it heavily. This book is a cohesive and comprehensive look at this multi-million dollar industry sector from a variety of perspectives relevant to the teaching of tourism.

Ideal for the undergraduate student taking adventure tourism as a single subject degree or as part of their tourism management studies, this book documents, analyzes and offers insight into the latest research in the area. It includes analysis of products, trends, climate change, risk management and environmental management and many others.

The 'Subsectors' section within the book offers an overview of the twenty or more definable sectors within the adventure tourism industry considering their origins and history, latest trends and demographic groups. The author then goes on to look in more detail at: Wildlife Tourism, Marine Tourism, Helitourism, and Boardsports.

Each chapter will include seven pedagogical elements:

introduction – what the chapter does and doesn't cover

plain-language review of the chapter topic with minimal referencing – essentially like lecture notes

concluding paragraph to the review section explaining how it leads to the next chapter(s)

review of recent research, condensed into tables where possible

revision notes – a few pages of bullet points summarizing the review and research

a sample set of assignment questions, three to six per chapter in some cases

readings on relevant topics, condensed from previous publications.

Table of Contents

Preface Global Overview: 1. Introduction 2. Trends and Patterns 3. Economics Product Patterns 4. Geography 5. Products and Prices 6. Marketing 7. Guiding 8. Communications 9. Experience and Motivations Subsectors: 10. Subsectors 11. Wildlife 12. Marine 13. Helitourism 14. Boardsports Key Issues: 15. Amenity Migration 16. Environmental Management 17. Risk Management 18. Climate Change 19. Conclusions

Cultural Heritage and Tourism in the Developing World is the first book of its kind to synthesize global and regional issues, challenges, and practices related to cultural heritage and tourism, specifically in less-developed nations. The importance of preservation and management of cultural heritage has been realized as an increasing number of tourists are visiting heritage attractions. Although many of the issues and challenges developing countries face in terms of heritage management are quite different from those in the developed world, there is a lack of consolidated research on this important subject. This seminal book tackles the issues through theoretical discourse, ideas and problems that underlay heritage tourism in terms of conservation, management, economics and underdevelopment, politics and power, resource utilization, colonialism, and various other antecedent notions that have shaped the development of heritage tourism in the less-developed regions of the world.

The book is comprised of two sections. The first section highlights the broader conceptual underpinnings, debates, and paradigms in the realm of heritage tourism in developing regions. The chapters of this section examine heritage resources and the tourism product; protecting heritage relics, places and traditions; politics of heritage; and the impacts of heritage tourism. The second section examines heritage tourism issues in specific regions, including the Pacific Islands, South Asia, the Caribbean, China and Northeast Asia, South-East Asia, Sub-Saharan Africa, Central and Eastern Europe, the Middle East and North Africa, and Latin America. Each region has unique histories, cultures, political traditions, heritages, issues and problems, and the way these issues are tackled vary from place to place.

This volume develops frameworks that are useful tools for heritage managers, planners and policy-makers, researchers, and students in understanding the complexity of cultural heritage and tourism in the developing world. Unlike many other books written about developing regions, this book provides insiders? perspectives, as most of the empirical chapters are authored by the individuals who live or have lived in the various regions and have a greater understanding of the region's culture, history, and operational frameworks in the realm of cultural heritage. The richness of this ?indigenous? or expert knowledge comes through as each regional overview elucidates the primary challenges and opportunities facing heritage and tourism managers in the less affluent areas of the world.

What role does the state have over national development within an increasingly globalized economy? Moreover, how do we conceive 'nationality' during periods of rapid economic and social change spurred on by globalization? By examining tourism in the Republic of Ireland over the past 20 years, Michael Clancy addresses these questions of national identity formation, as well as providing a detailed understanding of the political economy of tourism and development. He explores tourism's role in the 'Celtic Tiger' phenomenon and uses tourism as a lens for observing national identity formation in a period of rapid change.

The Asia Pacific region's enormous diversity of living cultures and preserved heritage sites has significant appeal to many tourists. However tourism has grown so rapidly that many issues associated with the incorporation of cultural and heritage experiences in tourist itineraries (such as authenticity verses commodification, exploitation of national cultures, impacts on local communities, and the management of heritage resources) have not been adequately addressed and must be debated.

This revealing book reviews recent developments in cultural and heritage tourism in the Asia Pacific region and provides a discussion on how communities have faced and overcome significant challenges to develop and market their culture and heritage resources. A range of models and case studies are used to deepen the reader's understanding of heritage and cultural issues, to illustrate many of the more controversial issues, and to examine new evaluative, and planning tools.

This book is a special issue of the Asia Pacific Journal of Tourism Research.

The tourism industry has increasingly recognized and responded to growing environmental concerns. In recent years, there has been an emergence of a variety of categories of tourism considered more environmentally friendly: green, eco-tourism, and sustainable tourism. Much of the literature that has addressed these developments has been orientated to the destination locale or specific to a development. These texts have not sought to investigate and examine the response of government/national tourist organizations to the international sustainability agenda and the responses/actions of tourism enterprises to this "greening" agenda. This text aims to address this remarkable gap. This indispensable contribution to the field provides a comprehensive, state of the art perspective on progress towards the objectives of sustainable development within the tourism sector across the globe by focusing on the environmental performance and adoption of environmental management systems by tourism enterprises.

In 1872 Yellowstone was established as a National Park. The name caught the public's imagination and by the close of the century, other National Parks had been declared, not only in the USA, but also in Australia, Canada, and New Zealand. Yet as it has spread, the concept has evolved and diversified. In the absence of any international controlling body, individual countries have been free to adapt the concept for their own physical, social and economic environments. Some have established national parks to protect scenery, others to protect ecosystems or wildlife. Tourism has also been a fundamental component of the national parks concept from the beginning and predates ecological justifications for national park establishment though it has been closely related to landscape conservation rationales at the outset.

Approaches to tourism and visitor management have varied. Some have stripped their parks of signs of human settlement, while increasingly others are blending natural and cultural heritage, and reflecting national identities. This edited volume explores in detail, the origins and multiple meanings of National Parks and their relationship to tourism in a variety of national contexts. It consists of a series of introductory overview chapters followed by case study chapters from around the world including insights from the US, Canada, Australia, UK, Spain, France, Sweden, Indonesia, China and Southern Africa.

Taking a global comparative approach, this book examines how and why national parks have spread and evolved, how they have been fashioned and used, and the integral role of tourism within national parks. The volume's focus on the long standing connection between tourism and national parks; and the changing concept of national parks over time and space give the book a distinct niche in the national parks and tourism literature. The volume is expected to contribute not only to tourism and national park studies at the upper level undergraduate and graduate levels but also to courses in international and comparative environmental history, conservation studies, and outdoor recreation management.

This book offers conceptual and practical insights into the complex interactions between ecotourism and the natural environment, with consideration given to government policy, marketing by suppliers, consumer behaviour and visitor/environmental management. Illustrated by international case studies the roles of and interplay between tour operators, their clients, resource managers and local communities are examined. This creates a comprehensive and insightful overview of the factors that work for and against the achievement of environmental sustainability in and through ecotourism. The result is a critical examination of ecotourism and environmental sustainability that highlights ideas for best practice and proposes new directions for future research