A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the 'whys' and 'hows'of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition of this book - like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector - a sector that was impacted more than any other due to the crisis. In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted - and even thrived - during the COVID-19 pandemic.

A fully revised and updated new edition of this bestselling and a unique text that explains not only the theory behind the importance of customer service but also acts as a guidebook for those wishing to put this theory into practice. In essence it is the 'whys' and 'hows'of customer service. Fully updated with current statistics, trends, and examples, it is full of references to all the latest research from both academic and practitioner literature. Chapters cover important topics such as the financial and behavioural consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition of this book - like the first and second - is easy to read, very current, and full of references to all the latest research. Chapters cover important topics such as the financial and behavioral consequences of customer service, consumer trends influencing service, developing and maintaining a service culture, managing service encounters, the importance of market research, building and maintaining customer relationships, providing customer service through the servicescape, the impact of technology on customer service, the importance of service recovery, and promoting customer service internally and externally. The third edition also pays special attention to the COVID-19 pandemic and how it has altered customer service in the tourism and hospitality sector - a sector that was impacted more than any other due to the crisis. In addition to fresh, up-to-date material, the third edition contains 10 new cases from around the world that focus on how individuals or organizations in the hospitality sector have adapted - and even thrived - during the COVID-19 pandemic.

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.

Since the first edition of this widely acclaimed text the landscape of Golf Tourism has changed considerably. A focus on family holidays has emerged, with an increased emphasis on the customization of vacations. Marketers are more inventive, packaging golf with wine, cycling, food and spas. Expectations have also increased in terms of customer service and value for money, and technology and social media have revolutionized both the decision-making process and booking procedures for golf holidays. Golf continues to represent the largest sports-related travel market valued at GBP30 billion with over 50 million golf tourists travelling the world to play on some of the estimated 40,000 courses. Golf Tourism is the leading text for both students and practitioners and the completely updated and revised new edition discusses the latest issues.

Discover the secrets to success in sport-related tourism and adventure travel This essential handbook of sport-related travel provides an in-depth look at an international industry growing by leaps and bounds. Sport and Adventure Tourism serves as a unique reference resource for sports and tourism professionals, educators and students, presenting an invaluable overview of a niche market that's rapidly outgrowing its niche. Covering every aspect of sport tourism from historical, economic, and sport-specific starting points, the book features thoughtful and incisive commentary from the foremost experts in the field. Presented in a concise, easy-to-read format, Sport and Adventure Tourism provides an unrivaled orientation to all facets of sport-related tourism and leisure management. Sports travel (both participatory and spectatorial) and adventure tourism are examined in terms of size and growth of the market, marketing and management strategies, and future prospects. The book includes international, up-to-date case studies, links to relevant Websites and an extensive roster of references. Sport and Adventure Tourism examines all aspects of sport-related tourism, including: planning, developing, and marketing an event skiing and snowboarding boating, sailing, and fishing the "phenomenon" of golf tourism mountain-based adventure tourism the growing spa industry virtual sports tourism-an alternative to travel This one-of-a-kind primer presents an informative study of sports, leisure, and adventure travel, covering everything from golf tourism to heli-skiing to sports event and spa tourism. A handbook for professionals, a textbook for academics, and a highly readable introduction for anyone interested in sport-related travel, Sport and Adventure Tourism is an essential guide for anyone who takes a not-so-leisurely approach to leisure time.

International Cases on Tourism Destination Management and COVID-19 provides students, lecturers and practitioners with an essential real-life resource on how different tourism destinations around the world have been impacted by, and responded to, the COVID-19 pandemic. These 34 in-depth case studies from the Americas, the APAC region, Europe, and the Middle East allow a global perspective, and acts as a toolkit than can be used to design a better future for tourism destinations that embraces sustainability and collaboration. For each case study, secondary sources such as media articles, industry and government reports, campaign materials, websites and social media channels have been closely analysed. In addition, interviews have been conducted with destination marketers, government officials, tour operators, professional guides, and hotel managers to provide a holistic view for each destination. Each case study is structured around COVID-19 impacts, responses and outcomes, and includes further reading, video links, and discussion questions to challenge students further in their self-study and to encourage in-class discussions. This is an essential resource for tourism students and lecturers across the curriculum, and a fascinating read for anyone in the business of tourism.

This cutting-edge and engaging student textbook, now in a second edition, provides essential coverage of marketing principles for Tourism, Hospitality and Events, with a strong focus on the increasing global and digital aspects of these industries. The text has been updated to include all the latest industry developments, practice and research, including the lasting impacts of Covid-19 on consumer behaviour and, in turn, the tourism, hospitality and events industries, as well as the accelerated role of digitalization and use of new technologies, such as artificial intelligence and the metaverse, both of which are changing how people conceive of travel and experiences whilst blurring the boundaries between what is real and virtual.  Popular chapter features such as Lessons from a Marketing Guru, featuring personal insights from real world practitioners, and Digital Spotlights, which highlight the ways in which technology has transformed tourism, hospitality and events, and Marketing in Action case studies continue to help bring the text to life through fun and relevant examples from a wide variety of organizations and regions across the globe.  This textbook is essential reading for any university or college course looking at marketing in relation to tourism, hospitality and events. Simon Hudson is a tourism and hospitality professor at the University of South Carolina. Louise Hudson is a freelance travel journalist writing for a host of newspaper travel sections, online tourism sites, and her own blog.

Discover the secrets to success in sport-related tourism and adventure travel This essential handbook of sport-related travel provides an in-depth look at an international industry growing by leaps and bounds. Sport and Adventure Tourism serves as a unique reference resource for sports and tourism professionals, educators and students, presenting an invaluable overview of a niche market that's rapidly outgrowing its niche. Covering every aspect of sport tourism from historical, economic, and sport-specific starting points, the book features thoughtful and incisive commentary from the foremost experts in the field. Presented in a concise, easy-to-read format, Sport and Adventure Tourism provides an unrivaled orientation to all facets of sport-related tourism and leisure management. Sports travel (both participatory and spectatorial) and adventure tourism are examined in terms of size and growth of the market, marketing and management strategies, and future prospects. The book includes international, up-to-date case studies, links to relevant Websites and an extensive roster of references. Sport and Adventure Tourism examines all aspects of sport-related tourism, including: planning, developing, and marketing an event skiing and snowboarding boating, sailing, and fishing the "phenomenon" of golf tourism mountain-based adventure tourism the growing spa industry virtual sports tourism-an alternative to travel This one-of-a-kind primer presents an informative study of sports, leisure, and adventure travel, covering everything from golf tourism to heli-skiing to sports event and spa tourism. A handbook for professionals, a textbook for academics, and a highly readable introduction for anyone interested in sport-related travel, Sport and Adventure Tourism is an essential guide for anyone who takes a not-so-leisurely approach to leisure time.

This cutting-edge and engaging student textbook, now in a second edition, provides essential coverage of marketing principles for Tourism, Hospitality and Events, with a strong focus on the increasing global and digital aspects of these industries. The text has been updated to include all the latest industry developments, practice and research, including the lasting impacts of Covid-19 on consumer behaviour and, in turn, the tourism, hospitality and events industries, as well as the accelerated role of digitalization and use of new technologies, such as artificial intelligence and the metaverse, both of which are changing how people conceive of travel and experiences whilst blurring the boundaries between what is real and virtual.  Popular chapter features such as Lessons from a Marketing Guru, featuring personal insights from real world practitioners, and Digital Spotlights, which highlight the ways in which technology has transformed tourism, hospitality and events, and Marketing in Action case studies continue to help bring the text to life through fun and relevant examples from a wide variety of organizations and regions across the globe.  This textbook is essential reading for any university or college course looking at marketing in relation to tourism, hospitality and events. Simon Hudson is a tourism and hospitality professor at the University of South Carolina. Louise Hudson is a freelance travel journalist writing for a host of newspaper travel sections, online tourism sites, and her own blog.

International Cases on Tourism Destination Management and COVID-19 provides students, lecturers and practitioners with an essential real-life resource on how different tourism destinations around the world have been impacted by, and responded to, the COVID-19 pandemic. These 34 in-depth case studies from the Americas, the APAC region, Europe, and the Middle East allow a global perspective, and acts as a toolkit than can be used to design a better future for tourism destinations that embraces sustainability and collaboration. For each case study, secondary sources such as media articles, industry and government reports, campaign materials, websites and social media channels have been closely analysed. In addition, interviews have been conducted with destination marketers, government officials, tour operators, professional guides, and hotel managers to provide a holistic view for each destination. Each case study is structured around COVID-19 impacts, responses and outcomes, and includes further reading, video links, and discussion questions to challenge students further in their self-study and to encourage in-class discussions. This is an essential resource for tourism students and lecturers across the curriculum, and a fascinating read for anyone in the business of tourism.

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.

Framed within basic marketing principles, Marketing for Tourism, Hospitality & Events highlights the global shift in tourism demographics today, placing a particular emphasis on the role of digital technology and its impact on travel products and services. Covering developments across a broad range of topics such as contemporary tourism marketing, understanding today's consumer, and the importance of public relations and personal selling, key industry changes are captured throughout the text. 'Lessons from a Marketing Guru' feature personal insights from real world practitioners, and 'Digital Spotlights' highlight the ways in which social media and the Internet have transformed tourism, hospitality and events the world over. These features are further enhanced by 'Marketing in Action' case-studies in each chapter that highlight the international realities of tourism, hospitality and events marketing in practice. These include: Spiritual Tourism in Tamil Nadu, India Social media listening at Marriott's headquarters in Hong Kong The Deer Hunt Festival in Winneba, Ghana Music-themed hotels in Prague, Amsterdam, Berlin and Mexico The promotion of Hawaii through film and television Dark Tourism in Vietnam The book is complemented by a companion website featuring a range of tools and resources for lecturers and students, including PowerPoint slides, an instructor manual, a test bank of multiple choice questions and author-curated video links to make the examples in each chapter come to life. Ideal for undergraduate and postgraduate students looking for an introductory text to marketing for tourism, hospitality and events.

The snow sports industry has experienced remarkable growth in the last fifty years. It is estimated that there are about 115 million skiers worldwide and around 2,000 ski resorts in 70 countries catering to this growing market. New resorts in Asia and Eastern Europe are competing for these visitors with already well established destinations. But the industry is changing. Technology is having a huge impact on the skiing product and how it is distributed; demographic shifts are affecting the ski industry landscape; and climate change is impacting hills all over the world. Such dramatic changes require a fresh look at this exciting and dynamic industry. Comprised of 12 chapters for easy semester teaching, each chapter follows the theme of 'working in winter wonderlands'. It covers a breadth of issues including: * The evolution of winter sport tourism, with skiing's earliest emergence as a leisure pastime during the mid-nineteenth century in Europe, to the present day; * The winter sport tourism product - the activities, resorts, and supporting industries such as clothing and equipment; * Design and planning for winter sports resorts including management and operations, both on- and off-mountain; * Marketing, public relations and media; * Planning, marketing and leveraging of events in the winter sports industry * Economic, social and environmental impacts of winter sport tourism; * Understanding the consumer, customer service and how to develop a service culture. * The future for the ski industry, how resorts need to cater to the future consumer, and how to deal with seasonality. The book has a sound pedagogic structure, with key chapter features including: * Spotlight' sections focusing on the occupation of a frontline individual in the snow sports industry in various roles including marketing, resort designer, entertainment and director of communications; * 'Profiles' on a particular resort, organization or individual that illustrates a particular concept or theoretical principle presented in the chapter. Interesting profiles include Patrick Bruchez, owner and manager of Verbier's olderst hotel; Joe Nevin, creator of Bumps for Boomers in Aspen; and Darren Turner developer of an innovative ski instruction app. The book also profiles Crystal Holidays, one the UK'S largest ski operators, and China's emergence as a key player in the global ski industry. * A detailed 'Case Study' which ,as a collection, cover a variety of organizations and regions. Designed to foster critical thinking, these cases illustrate actual business scenarios that stress several concepts found in the chapters. Case studies include women's instruction camps, Vail's development plans in Utah, ski resort infrastructure in Japan, DreamSki Adventures in South America, the EpicMix app in Colorado, the upcoming Olympics in South Korea, and Slovenia's growing ski scene. * Online tutor resources including Powerpoint slides with links to relevant videos. All spotlights, profiles and cases have been developed following a personal visit or in-depth interviews conducted by the authors, and there is an international flavor throughout the book. Essential reading for tourism students, researchers, and practitioners - particularly those working in the ski industry.