Table of contents for Tourism : the business of travel / Roy A. Cook, Laura J. Yale, Joseph J. Marqua.

Bibliographic record and links to related information available from the Library of Congress catalog.

Note: Contents data are machine generated based on pre-publication provided by the publisher. Contents may have variations from the printed book or be incomplete or contain other coding.


Counter
Table of Contents
PART I
CHAPTER 1: Introducing the World's Largest Industry, Tourism
Could a Career in Tourism Be in Your Future?
Introduction
Services and Tourism
What Is Tourism?
A Tourism Model
The History of Travel and Tourism
- The Empire Era
- The Middle Ages and the Renaissance Era
- The Grand Tour Era
- The Mobility Era
- The Modern Era
Bringing Tourism into Focus
Geography Provides a Window to the World
- Physical Geography
- Human Geography
- Regional Geography
Studying Tourism from Business Perspectives
- Marketing
- Management
- Finance
Tourism's Challenges and Opportunities
Where Do You Fit In?
Topics Covered in Each Chapter
Summary
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Readings:	ASTA Ethics
		Even Tested Travelers Can Be "Provincial"
CHAPTER 2: Marketing to the Traveling Public
A Ride on the Wild Side!
Introduction
Decisions, Decisions, Decisions
- Information Seeking
- It's All in the Details
Foundations for Understanding Tourist Motivations
- Push and Pull Motivations
- Maslow's Hierarchy of Needs
- The Leisure Ladder Model
- The Psychocentric-Allocentric Model
Segmenting the Tourism Market
- Geographic Segmentation
- Demographic Segmentation
- Psychographic Segmentation
- Product-Related Segmentation
- Putting Segmentation Knowledge to Work
Specialized Tourist Segments
- Business and Professional Travelers
- Incentive Travelers
- Mature Travelers
- Special Interest Travelers
Delivering High-Quality Service
Summary
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Readings:	Motorcoach Tours
		The Brand Boom
CHAPTER 3: Delivering Quality Tourism Services
All's Well That Ends Well?
Introduction
Quality
- Defining Quality
- Quality Differences
Service Encounters
Service Quality Model
Quality and Customer Satisfaction
We Experience What We Believe We Will Experience
Human Resources: The Key to High-Quality Service
- Understanding and Meeting Guest Needs
- Building Service Teams
Service Mistakes
- Mistakes Happen
- Be a Can-Do Problem-Solver
Service Guarantees
Summary
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Readings:	Driving to the Bahamas: A Lesson in Guest Service
		Supply Chain Policies help Hoteliers Save Time, Money
CHAPTER 4: Bringing Travelers and Tourism Service Suppliers Together
One Stop Does It All!
Introduction
Serving Traveler Needs
Why Use Intermediaries?
One-Level (Direct) Distribution Channels
Two-Level Distribution Channels
- Travel Agencies
- Improving Service Delivery through Cooperative Systems
Three-Level Distribution Channels
- Tours
- Tour Operators
- Consolidators and Travel Clubs
- Meeting Planners
Tapping the Power of Dual Distribution
Tourism Information Sources and Services
Selling Adds a Personal Touch
- Acquiring Product Knowledge
- Approaching the Client
- Qualifying the Client
- Making the Sales Presentation
- Closing the Sale
- Following Up
- Building Relationships
Summary
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Readings:	When Meeting Planners Go the Extra Mile
		21st Century Travel: Looking Ahead, Agents Expect to Be Viable in the New Century
Integrative Cases:	Elite House: Using e-Service Recovery to Deal with Brick and Mortar Failure
			100% Satisfaction Guaranteed
PART II
Chapter 5: Transportation
The Graduation Gift
Introduction
Surface Transportation
- Plying the Waves
- Riding the Rails
Amtrak and VIA Rail Canada Services
International Passenger Rail Service
Cruising the Highways and Byways
- Automobiles
- Motorcoaches
Important Transportation Links
Soaring through the Skies
- Operating in a Deregulated Environment
- Decoding the Language of the Airline World
Improving Operating Efficiency and Effectiveness
Internet Changes Travel Distribution Channels
Summary
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Readings:	Both pricey, both in trouble, but air travel is no match for a train with a view
		The hub-and-spoke system remodels the airways
CHAPTER 6: Accommodations
Expect the Unexpected
Introduction
Oh So Many Choices!
- No Two are Exactly Alike
- Same Time, Same Place?
- Your Attention, Please!
- Enjoying the Great Outdoors
Rooms, Rooms, and More
- Making Sense of Classifications and Rating Systems
- Lodging Lexicon
Organizing for Successful Operations
- Going It Alone
- Franchising
- Management Contracts
- Chain Operations
- Strength in Numbers
It All Begins with Sales
- Providing a Home away from Home
- Meeting Guests' Needs
- Achieving Profitable Operations
Using Technology to Tie it all Together
Summary
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Readings:	Pillow Talk
		The New Opportunity for Independent Hotels
CHAPTER 7: Food and Beverage
Sometimes It's More Difficult Than It Seems
Introduction
Major Influences on the Development of Food and Beverage Services
- Travel and Discovery
- Science and Technology
Building a Culinary Heritage
- The Beginnings of Modern Food-Service Practices
- Planning to Meet Guest Expectations
- It All Comes Down to Rhythm, Timing, and Flow
- Adding Value to Food and Beverage Experiences
- From Ten to Ten Thousand
Building Profitable Operations
- Balancing Payroll Costs with Productivity
- Food Quality and Food Costs Are the Results of Effective Purchasing
- Using Technology to Improve Service Delivery
An Ounce of Prevention Is Worth a Pound of Cure
Beverages
- Beverage Operations
- Keeping Spirits Under Control
Summary
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Reading:	Inviting the Media to Dinner: How, when, and why to stage a media dinner/event
		Operators find it's no holiday attracting hard-to-get tourists
CHAPTER 8: Attractions and Entertainment
So Many Things to Do and So Little Time
Introduction
A World of Opportunities
Foundations for Understanding Attractions and Entertainment
Heritage Attractions
- Museums and Historical Sites
- Zoos and Aquariums
- Parks and Preserves
- Fairs and Festivals
Commercial Attractions
- Amusement Parks
- Theme Parks
Gaming
- Emerging Gaming Segments
- Place Your Bets
Shopping
Live Entertainment
- Sporting Activities
- The Performing Arts
Summary
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Readings:	The Future is Wow
		Is Legalized Gambling a $600 Billion Industry or a $50 Billion Industry?"
CHAPTER 9: Destinations
Dreams Can Come True
Introduction
From Resorts to Urban Destinations
Classifying Destinations
Far from the Maddening Crowd
Links to the Past
Seasonal Delights
Spotlight on Sporting Activities
- Snow Holiday Resorts
- Golf Resorts
Year-Round Playgrounds
- Spas
- Cruise Ships
- Casino Resorts
- Integrated Resorts
Bright Lights and City Sights
Building on Success
Summary
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Readings:	Finding the best ship at the best price
		Great place to stay (employed)
Integrative Cases:	Buying a Piece of Paradise
			Plotting a Course in Uncharted Waters
Part III
Chapter 10: Economic and Political Impacts of Tourism
Chamber Director Headache #1456
Introduction
Looking to Tourism for Economic Growth and Vitality
- Comparative Advantage
- Tourism and Foreign Exchange Rates
The Multiplier Concept
- Realizing Tourism's Export Potential
- What Goes Around Comes Around
- Tracking the Impact of Tourism Expenditures
Other Economic Impacts
- Potential Problems in Tourism-Based Economies
- Tourism in the Economic Balance
Tourism and Politics
- The Role of Government in Tourism
- Tourism Promotion Agencies
Public/Private Organizations
- Chambers of Commerce and Convention and Visitors Bureaus
- Convention Centers
Tourism Planning
Political "Tugs of War" over Tourism
Summary
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Readings: 	The Four Seasons Challenge
		Coyote Pass Hospitality
CHAPTER 11: Environmental and Social/Cultural Impacts of Tourism
Reflecting on the Future
Introduction
Tourism and the Environment
- Defining Carrying Capacity
- Determining Carrying Capacities
Environmental Impacts of Tourism
Social and Cultural Impacts of Tourism
- Host Community
- Social and Cultural Benefits of Tourism
- Using Culture to Attract Tourists
Unintended Consequences of Tourism on Culture
Mass Tourism versus Ecotourism
- When Is Tourism Too Much of a Good Thing?
- Ecotourism
- Ways to Develop Ecotourism
- Ecotourism in the 21st Century
- Sustaining Tourism's Benefits
Summary
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Readings:	Preserving the Landscape of Cinque Terre
		Resorts Go Up . . . and Down
CHAPTER 12: The Future of Tourism
On the Road Again
Introduction
The Shape of Coming Tourism Markets
- Demographic Shifts
- Disabled Travelers
- Changes in Business, Professional, and Conference Travel
Trends in Forms of Tourism
- Adventure and Extreme Tourism
- New Tourism Forms
Meeting Future Tourists' Needs
Travel Agents' Changing Roles
Moving into an Era of Competitive Cooperation
Accelerating Technological Advances
- Maximizing Operating Efficiencies
- Amplifying Guests' Experiences
- Safety and Security Strides
- Transportation Transformations
- Internet's Continuing Effects
Keeping the Human Touch?
Conclusion
You Decide
Net Tour
Discussion Questions
Applying the Concepts
Glossary
References
Readings:	Meeting the Needs of a Changing Industry
		Winter Snowsports Resorts: Destinations at a Crossroads
Integrative Cases:	Coping with Crisis
			West Marin: A Case-Study of Responsible Tourism
Appendices
Appendix A	Geography: Your Window to the World
Appendix B	Tourism Research
Appendix C	Choosing a Career and Finding a Job

Library of Congress Subject Headings for this publication:

Tourism.