Tourism : The Business of Travel

by Cook, Roy A.; Yale, Laura J.; Marqua, Joseph J.

• ISBN13: 9780131189805
• ISBN10: 0131189808
• Edition: 4th
• Format: Paperback
• Copyright: 2010-01-01
• Publisher: Prentice Hall

Table of Contents

The Traveling Public and Tourism Promoters	p. 1
Introduction to tourism	p. 2
Could a career in tourism be in your future?	p. 4
Introduction	p. 4
Services and Tourism	p. 5
What is Tourism?	p. 5
A Tourism Model	p. 6
The History of Travel and Tourism	p. 8
Bringing Tourism into Focus	p. 14
Geography Provides a Window to the World	p. 15
Studying Tourism from Business Perspectives	p. 18
Tourism's Challenges and Opportunities	p. 24
Where Do You Fit In?	p. 24
Topics Covered in Each Chapter	p. 25
Tourists: the traveling public	p. 32
A Ride on the Wild Side!	p. 34
Introduction	p. 35
Foundations for Understanding Tourist Motivations	p. 35
Segmenting the Tourism Market	p. 40
Specialized Tourist Segments	p. 47
Delivering High-Quality Service	p. 55
Bringing Travelers and Tourism Service Suppliers Together	p. 62
One Stop Does It All!	p. 64
Introduction	p. 64
Tourism Services	p. 65
Serving Traveler Needs	p. 66
Why Use Intermediaries?	p. 68
One-Level (Direct) Distribution Channels	p. 68
Two-Level Distribution Channels	p. 69
Three-Level Distribution Channels	p. 74
Distribution Channels of the New Millennium	p. 80
Tourism Information Sources and Services	p. 82
Selling Adds a Personal Touch	p. 83
Tourism Service Suppliers	p. 95
Transportation	p. 96
The Graduation Gift	p. 98
Introduction	p. 98
Surface Transportation	p. 101
Amtrak and VIA Rail Canada Services	p. 102
International Passenger Rail Service	p. 104
Cruising the Highways and Byways	p. 105
Important Transportation Links	p. 111
Soaring through the Skies	p. 112
Improving Operating Efficiency and Effectiveness	p. 119
Accommodations	p. 130
Expect the Unexpected	p. 132
Introduction	p. 132
Oh So Many Choices!	p. 133
Rooms, Rooms, and More	p. 137
Organizing for Successful Operations	p. 141
It All Begins with Sales	p. 146
Using Technology to Tie it all Together	p. 152
Food and Beverage	p. 162
Sometimes It's More Difficult Than It Seems	p. 164
Introduction	p. 164
Major Influences on the Development of Food and Beverage Services	p. 165
Building a Culinary Heritage	p. 167
Building Profitable Operations	p. 176
An Ounce of Prevention Is Worth a Pound of Cure	p. 179
Beverages	p. 181
Attractions and Entertainment	p. 194
So Many Things to Do and So Little Time	p. 196
Introduction	p. 196
A World of Opportunities	p. 198
Foundations for Understanding Attractions and Entertainment	p. 198
Heritage Attractions	p. 200
Commercial Attractions	p. 208
Gaming	p. 211
Shopping	p. 214
Live Entertainment	p. 215
Destinations	p. 222
Dreams Can Come True	p. 224
Introduction	p. 224
From Resorts to Urban Destinations	p. 225
Classifying Destinations	p. 226
Far from the Maddening Crowd	p. 229
Links to the Past	p. 230
Seasonal Delights	p. 230
Spotlight on Sporting Activities	p. 232
Year-Round Playgrounds	p. 234
Bright Lights and City Sights	p. 244
Building on Success	p. 244
The Service and Hospitality Environment	p. 251
Putting Quality into Hospitality	p. 252
All's Well That Ends Well?	p. 254
Introduction	p. 254
Quality	p. 255
Service Encounters	p. 257
Service Quality Model	p. 258
Quality and Customer Satisfaction	p. 261
Human Resources: The Key to High-Quality Service	p. 262
Service Mistakes	p. 265
Service Guarantees	p. 267
Economic and Political Impacts of Tourism	p. 276
Chamber Director Headache #1456	p. 278
Introduction	p. 278
Looking to Tourism for Economic Growth and Vitality	p. 279
The Multiplier Effect	p. 282
Other Economic Impacts	p. 285
Tourism and Politics	p. 287
Public/Private Organizations	p. 290
Tourism Planning	p. 294
Political "Tugs of War" over Tourism	p. 295
Environmental and Social/Cultural Impacts of Tourism	p. 306
Reflecting on the Future	p. 308
Introduction	p. 308
Tourism and the Environment	p. 308
Environmental Impacts of Tourism	p. 312
Social and Cultural Impacts of Tourism	p. 313
Unintended Consequences of Tourism on Culture	p. 317
Mass Tourism versus Ecotourism	p. 319
Exploring the Future of Tourism	p. 332
On the Road Again	p. 334
Introduction	p. 334
The Shape of Coming Tourism Markets	p. 335
Identifying and Meeting Future Tourists' Needs	p. 341
Moving into an Era of Competitive Cooperation	p. 342
Accelerating Technological Advances	p. 344
Travel Agents' Changing Roles	p. 348
Scanning the Horizon for Future Tourist Activities	p. 350
Keeping the Human Touch?	p. 352
Problem-Solving and Decision-Making	p. 362
Manners Matter	p. 366
Choosing a Career and Finding a Job	p. 372
Integrative Cases	p. 381
Brewster Tours	p. 382
Carnival Corporation (1998)	p. 391
The Cottages Resort and Conference Center	p. 409
Fasten Your Seat Belts--Turbulence Ahead for Travel Agencies	p. 417
Gateway Durango, Inc.	p. 426
Resistance to Change?	p. 435
Index	p. 439
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