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Tourism: The Business of Travel and Atlas World Geography Package, 2005 CR Edition,9780132191395
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Tourism: The Business of Travel and Atlas World Geography Package, 2005 CR Edition

by ; ; ;
Edition:
3rd
ISBN13:

9780132191395

ISBN10:
0132191393
Format:
Package
Pub. Date:
1/1/2006
Publisher(s):
Prentice Hall
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Summary

For introductory courses in Tourism/Travel and Hospitality. This third edition provides a through overview of the tourism industry and highlights the revolutionary impacts of technological changes on every segment of this industry. This book provides an accurate overview of today's tourism industry that's as interesting and multi-faceted as the field itself. Written in a conversational style that's fun to read, it takes a balanced, business-oriented look at each component of the industry including the role of the travel agent and the importance of transportation modes, accommodations, destinations, attractions and food and beverage operations.

Table of Contents

Preface xiii
About the Authors xvii
PART 1 The Traveling Public and Tourism Promoters
1(144)
Introducing the World's Largest Industry, Tourism
2(34)
Learning Objectives
3(1)
Chapter Outline
3(1)
Could a Career in Tourism Be in Your Future?
4(1)
Introduction
4(1)
Services and Tourism
5(1)
What Is Tourism?
5(1)
A Tourism Model
6(3)
The History of Travel and Tourism
9(6)
The Empire Era
9(3)
The Middle Ages and the Renaissance Era
12(1)
The Grand Tour Era
13(1)
The Mobility Era
13(1)
The Modern Era
14(1)
Bringing Tourism into Focus
15(2)
Geography Describes the Traveler's World
17(3)
Physical Geography
17(1)
Human Geography
18(1)
Regional Geography
19(1)
Studying Tourism from Business Perspectives
20(6)
Marketing
20(2)
Management
22(1)
Finance
23(3)
Tourism's Challenges and Opportunities
26(2)
Where Do You Fit In?
28(1)
Topics Covered in Each Chapter
28(1)
Summary
29(1)
You Decide
29(1)
Net Tour
30(1)
Discussion Questions
30(1)
Applying the Concepts
30(1)
Glossary
30(1)
References
31(1)
Readings:
ASTA Code of Ethics: Guiding Principles for Members
32(2)
Even Tested Travelers Can Be ``Provincial''
34(2)
Marketing to the Traveling Public
36(40)
Learning Objectives
37(1)
Chapter Outline
37(1)
A Ride on the Wild Side!
38(1)
Introduction
39(1)
Decisions, Decisions, Decisions
39(4)
Information Seeking
40(2)
It's All in the Details
42(1)
Foundations for Understanding Tourist Motivations
43(6)
Push and Pull Motivations
43(1)
Maslow's Hierarchy of Needs
44(2)
The Leisure Ladder Model
46(1)
The Psychocentric-Allocentric Model
47(2)
Segmenting the Tourism Market
49(8)
Geographic Segmentation
50(1)
Demographic Segmentation
51(1)
Psychographic Segmentation
52(1)
Product-Related Segmentation
53(2)
Putting Segmentation Knowledge to Work
55(2)
Specialized Tourist Segments
57(8)
Business and Professional Travelers
57(3)
Incentive Travelers
60(1)
Mature Travelers
61(1)
Special-Interest Travelers
62(3)
Delivering High-Quality Service
65(1)
Summary
66(1)
You Decide
67(1)
Net Tour
67(1)
Discussion Questions
67(1)
Applying the Concepts
68(1)
Glossary
68(1)
References
69(2)
Readings:
Motorcoach Tours Had Modest Start in New England in 1925
71(3)
The Brand Boom
74(2)
Delivering Quality Tourism Services
76(28)
Learning Objectives
77(1)
Chapter Outline
77(1)
All's Well That Ends Well?
78(1)
Introduction
78(1)
Quality
79(3)
Defining Quality
80(2)
Quality Differences
82(1)
Service Encounters
82(1)
Service Quality Model
83(4)
Quality and Customer Satisfaction
87(1)
Human Resources: The Key to High-Quality Service
88(1)
Understanding and Meeting Guest Needs
89(1)
Building Service Teams
90(2)
Service Mistakes
92(2)
Mistakes Happen
93(1)
Be a Can-Do Problem-Solver
93(1)
Service Guarantees
94(2)
Summary
96(1)
You Decide
96(1)
Net Tour
97(1)
Discussion Questions
97(1)
Applying the Concepts
97(1)
Glossary
98(1)
References
98(2)
Readings:
Driving to the Bahamas: A Lesson in Guest Service
100(2)
Supply-Chain Policies Help Hoteliers Save Time, Money
102(2)
Bringing Travelers and Tourism Service Suppliers Together
104(41)
Learning Objectives
105(1)
Chapter Outline
105(1)
One Stop Does It All!
106(1)
Introduction
106(1)
Serving Traveler Needs
107(1)
Why Use Intermediaries?
108(1)
One-Level (Direct) Distribution Channels
109(1)
Two-Level Distribution Channels
110(7)
Travel Agencies
110(6)
Improving Service Delivery through Cooperative Systems
116(1)
Three-Level Distribution Channels
117(6)
Tours
117(2)
Tour Operators
119(2)
Consolidators and Travel Clubs
121(1)
Meeting Planners
121(2)
Tapping the Power of Dual Distribution
123(1)
Tourism Information Sources and Services
123(2)
Selling Adds a Personal Touch
125(3)
Acquiring Product Knowledge
125(1)
Approaching the Client
126(1)
Qualifying the Client
126(1)
Making the Sales Presentation
126(1)
Closing the Sale
127(1)
Following Up
127(1)
Building Relationships
128(1)
Summary
128(1)
You Decide
129(1)
Net Tour
129(1)
Discussion Questions
129(1)
Applying the Concepts
130(1)
Glossary
131(1)
References
131(1)
Readings:
When Meeting Planners Go the Extra Mile
132(4)
21st-Century Travel: Looking Ahead, Agents Expect to Be Viable in the New Century
136(4)
Elite House: Using e-Service Recovery to Deal with Brick and Mortar Failure
140(3)
100% Satisfaction Guaranteed
143(2)
PART 2 Tourism Service Suppliers
145(186)
Transportation
146(36)
Learning Objectives
147(1)
Chapter Outline
147(1)
The Graduation Gift
148(1)
Introduction
148(2)
Surface Transportation
150(3)
Plying the Waves
150(2)
Riding the Rails
152(1)
Amtrak and VIA Rail Canada Services
153(1)
International Passenger Rail Service
154(4)
Cruising the Highways and Byways
158(4)
Automobiles
158(2)
Motorcoaches
160(2)
Important Transportation Links
162(1)
Soaring through the Skies
163(7)
Operating in a Deregulated Environment
165(4)
Decoding the Language of the Airline World
169(1)
Improving Operating Efficiency and Effectiveness
170(3)
Internet Changes Travel Distribution Channels
173(1)
Summary
174(1)
You Decide
174(1)
Net Tour
175(1)
Discussion Questions
175(1)
Applying the Concepts
175(1)
Glossary
176(1)
References
177(1)
Readings:
Both Pricey, Both in Trouble, But Air Travel Is No Match for a Train with a View
178(2)
The Hub--and-Spoke System Remodels the Airways
180(2)
Accommodations
182(36)
Learning Objectives
183(1)
Chapter Outline
183(1)
Expect the Unexpected
184(1)
Introduction
184(1)
Oh So Many Choices!
185(6)
No Two Are Exactly Alike
186(2)
Same Time, Same Place?
188(2)
Your Attention, Please!
190(1)
Enjoying the Great Outdoors
190(1)
Rooms, Rooms, and More
191(5)
Making Sense of Classifications and Rating Systems
193(1)
Lodging Lexicon
194(2)
Organizing for Successful Operations
196(3)
Going It Alone
197(1)
Franchising
197(1)
Management Contracts
197(1)
Chain Operations
198(1)
Strength in Numbers
199(1)
It All Begins with Sales
199(7)
Providing a Home Away from Home
200(1)
Meeting Guests' Needs
201(2)
Achieving Profitable Operations
203(3)
Using Technology to Tie It All Together
206(1)
Summary
207(1)
You Decide
208(1)
Net Tour
208(1)
Discussion Questions
208(1)
Applying the Concepts
209(1)
Glossary
209(1)
References
210(2)
Readings:
Pillow Talk
212(3)
The New Opportunity for Independent Hotels
215(3)
Food and Beverage
218(30)
Learning Objectives
219(1)
Chapter Outline
219(1)
Sometimes It's More Difficult Than It Seems
220(1)
Introduction
220(1)
Major Influences on the Development of Food and Beverage Services
221(12)
Travel and Discovery
221(2)
Science and Technology
223(1)
Building a Culinary Heritage
223(1)
The Beginnings of Modern Foodservice Practices
224(1)
Planning to Meet Guest Expectations
225(2)
It All Comes Down to Rhythm, Timing, and Flow
227(2)
Adding Value to Food and Beverage Experiences
229(3)
From Ten to Ten Thousand
232(1)
Building Profitable Operations
233(2)
Balancing Payroll Costs with Productivity
234(1)
Food Quality and Food Costs Are the Results of Effective Purchasing
235(1)
Using Technology to Improve Service Delivery
235(1)
An Ounce of Prevention Is Worth a Pound of Cure
235(2)
Beverages
237(3)
Beverage Operations
238(1)
Keeping Spirits Under Control
239(1)
Summary
240(1)
You Decide
240(1)
Net Tour
241(1)
Discussion Questions
241(1)
Applying the Concepts
241(1)
Glossary
241(1)
References
242(1)
Readings:
Inviting the Media to Dinner: How, When, and Why to Stage a Media Dinner/Event
243(3)
Operators Find It's No Holiday Attracting Hard-to-Get Tourists
246(2)
Attractions and Entertainment
248(34)
Learning Objectives
249(1)
Chapter Outline
249(1)
So Many Things to Do and So Little Time
250(1)
Introduction
250(2)
A World of Opportunities
252(1)
Foundations for Understanding Attractions and Entertainment
253(2)
Heritage Attractions
255(8)
Museums and Historical Sites
256(1)
Zoos and Aquariums
257(2)
Parks and Preserves
259(3)
Fairs and Festivals
262(1)
Commercial Attractions
263(3)
Amusement Parks
263(2)
Theme Parks
265(1)
Gaming
266(4)
Emerging Gaming Segments
267(1)
Place Your Bets
268(2)
Shopping
270(2)
Live Entertainment
272(1)
Sporting Activities
272(1)
The Performing Arts
273(1)
Summary
273(1)
You Decide
274(1)
Net Tour
274(1)
Discussion Questions
275(1)
Applying the Concepts
275(1)
Glossary
275(1)
References
276(2)
Readings:
The Future Is Wow!
278(3)
Is Legalized Gambling a $600 Billion Industry or a $50 Billion Industry?
281(1)
Destinations
282(49)
Learning Objectives
283(1)
Chapter Outline
283(1)
Dreams Can Come True
284(1)
Introduction
284(1)
From Resorts to Urban Destinations
285(1)
Classifying Destinations
286(3)
Far from the Maddening Crowd
289(1)
Links to the Past
290(1)
Seasonal Delights
291(1)
Spotlight on Sporting Activities
292(3)
Snow Holiday Resorts
293(1)
Golf Resorts
294(1)
Year-Round Playgrounds
295(9)
Spas
296(1)
Cruise Ships
296(6)
Casino Resorts
302(1)
Integrated Resorts
303(1)
Bright Lights and City Sights
304(1)
Building on Success
304(1)
Summary
305(1)
You Decide
305(1)
Net Tour
306(1)
Discussion Questions
306(1)
Applying the Concepts
306(1)
Glossary
307(1)
References
307(2)
Readings:
Finding the Best Ship at the Best Price
309(3)
Great Place to Stay (Employed)
312(4)
Buying a Piece of Paradise
316(7)
Plotting a Course in Uncharted Waters
323(8)
PART 3 The Hospitality Environment
331(140)
Economic and Political Impacts of Tourism
332(32)
Learning Objectives
333(1)
Chapter Outline
333(1)
Chamber Director Headache #1456
334(1)
Introduction
334(2)
Looking to Tourism for Economic Growth and Vitality
336(2)
Comparative Advantage
337(1)
Tourism and Foreign Exchange Rates
337(1)
The Multiplier Concept
338(3)
Realizing Tourism's Export Potential
338(1)
What Goes Around Comes Around
339(2)
Tracking the Impact of Tourism Expenditures
341(1)
Other Economic Impacts
341(3)
Potential Problems in Tourism-Based Economies
343(1)
Tourism in the Economic Balance
344(1)
Tourism and Politics
344(4)
The Role of Government in Tourism
345(2)
Tourism Promotion Agencies
347(1)
Public/Private Organizations
348(3)
Chambers of Commerce and Convention and Visitors Bureaus
348(1)
Convention Centers
349(2)
Tourism Planning
351(2)
Political ``Tugs of War'' over Tourism
353(1)
Summary
354(1)
You Decide
355(1)
Net Tour
356(1)
Discussion Questions
356(1)
Applying the Concepts
356(1)
Glossary
356(1)
References
357(2)
Readings:
The Four-Season Challenge
359(2)
Coyote Pass Hospitality
361(3)
Environmental and Social/Cultural Impacts of Tourism
364(32)
Learning Objectives
365(1)
Chapter Outline
365(1)
Reflecting on the Future
366(1)
Introduction
366(1)
Tourism and the Environment
367(3)
Defining Carrying Capacity
367(1)
Determining Carrying Capacities
368(2)
Environmental Impacts of Tourism
370(2)
Social and Cultural Impacts of Tourism
372(4)
Host Community
372(1)
Social and Cultural Benefits of Tourism
373(1)
Using Culture to Attract Tourists
374(2)
Unintended Consequences of Tourism on Culture
376(2)
Mass Tourism versus Ecotourism
378(8)
When Is Tourism Too Much of a Good Thing?
379(2)
Ecotourism
381(3)
Ecotourism in the 21st Century
384(1)
Sustaining Tourism's Benefits
385(1)
Summary
386(1)
You Decide
386(1)
Net Tour
387(1)
Discussion Questions
387(1)
Applying the Concepts
387(1)
Glossary
388(1)
References
388(2)
Readings:
Preserving the Landscape of Cinque Terre
390(3)
Resorts Go Up . . . and Down
393(3)
The Future of Tourism
396(75)
Learning Objectives
397(1)
Chapter Outline
397(1)
On the Road Again
398(1)
Introduction
398(1)
The Shape of Coming Tourism Markets
399(7)
Demographic Shifts
399(4)
Disabled Travelers
403(1)
Changes in Business, Professional, and Conference Travel
404(2)
Trends in Forms of Tourism
406(2)
Adventure and Extreme Tourism
406(2)
New Forms of Tourism
408(1)
Meeting Future Tourists' Needs
408(2)
Travel Agents' Changing Roles
410(1)
Moving into an Era of Competitive Cooperation
411(2)
Accelerating Technological Advances
413(4)
Maximizing Operating Efficiencies
413(1)
The Green Frontier
413(1)
Amplifying Guests' Experiences
414(1)
Safety and Security Strides
414(1)
Transportation Transformations
415(1)
Internet---The Travel Tool of the 21st Century
416(1)
Keeping the Human Touch?
417(1)
Conclusion
418(1)
You Decide
419(1)
Net Tour
419(1)
Discussion Questions
419(1)
Applying the Concepts
420(1)
Glossary
420(1)
References
421(2)
Readings:
Meeting the Needs of a Changing Industry
423(2)
Winter Snowsports Resorts: Destinations at a Crossroads
425(5)
Coping with Crisis
430(4)
West Marin: A Case-Study of Responsible Tourism
434(6)
APPENDICES
Appendix A Geography: Your Window to the World
440(11)
Appendix B Tourism Research
451(9)
Appendix C Choosing a Career and Finding a Job
460(11)
Glossary 471(6)
Index 477

Excerpts

The tourism industry is both dynamic and diverse. Most students come to the study of tourism full of enthusiasm and questions. Yet, the textbooks available have been dry and/or overly focused on travel agencies and transportation modes. Often they are full of facts with little theoretical or macro-issue discussion. As a result, students' enthusiasm soon wanes and their interest in careers in "tourism" diminishes. We decided to write a book that would be as interesting and multifaceted as the field itself. Like the two previous editions, the third edition ofTourism: The Business of Travelfeatures a conversational style, making it fun to read, yet providing a thorough overview of the tourism industry, giving balanced coverage to each component part. The role of the travel agent and the importance of transportation modes are included, but not to the omission of significant coverage of other industry issues, such as accommodations, destinations, attractions, and food and beverage operations. As our title suggests, we look at the tourism industry through the lens of business, specifically by considering the management, marketing, and finance issues most important to industry members. In addition, the book starts with a comprehensive model of tourism and unfolds by considering each piece of the model in succession. All students should find the book enjoyable and educational, no matter which facet of the industry they find most interesting. ENHANCEMENTS IN THE THIRD EDITION We have built on the success of the previous editions ofTourism: The Business of Traveland created an even better learning tool in the third edition. We kept and expanded all the features that readers and reviewers said they liked and added topics about which they said they wanted to know more. The impacts of technology on the industry have been integrated throughout the text. Several important improvements are featured in this third edition and in the Instructor's Manual. The most significant modifications include: Service quality is accentuated with a complete chapter early in the textbook. Special attention has been given to the importance of changing technology and its impact on the tourism industry. Expanded discussion of consumer behavior issues concerning tourism, including decision-making and consumer motivations, has been included. Emphasis on the importance of tours, tour operators, meeting planners and incentive travelers has been added with an enhanced discussion. Expanded sections have been included on human resources and personal selling. All new integrative cases plus end-of-chapter readings and appendices were added to give instructors opportunities to generate student debate and interest. WHO SHOULD USE THIS BOOK We designed this third edition ofTourism: The Business of Travelso that it can be tailored to suit a variety of needs. Its engaging writing style and its hundreds of updated industry examples make it the perfect textbook for freshman and sophomore students taking their first tourism class. The thoroughness of content also makes it suitable for a similar course introducing students to the hospitality industry. To meet the advanced critical-thinking needs of junior and senior students, we have augmented the text's basic content with end-of-chapter readings and integrative cases that they can use to apply their knowledge and refine their problem-solving skills. No matter how experienced the instructor or students, we believe this third edition is one that professors can teach with, not simply from. The various text features and teaching supplements allow each instructor to develop the course to fit his or her style and the special needs and learning styles of students. HOW THE TEXT IS ORGANIZED The third edition ofTourism: The Business of Travelintroduces students to an integrative model o


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