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This volume presents the latest perspectives and practices on quality services and experiences in hospitality and tourism. It offers conceptual discourse, empirical evidence, application of existing and emerging theories, and considers the implications of practical findings to extend beyond the academic realm of service quality, and examine the quality issues of both services provided and experiences encountered across a wide spectrum of tourism sectors. As such, it provides new intelligence and contributes to the study of new consumers, as well as organizations and destinations that serve and host them.
The book continues the series’ tradition of connecting scholarly works and real-world cases, with a unique mix of geographic representations. The majority of its chapters are drawn from the proceedings of the 2016 conference on Service Quality in Hospitality and Tourism: Experiencing Persian Heritage held in Isfahan, Iran. The regional focus of the conference is augmented in this book with contributions from elsewhere, resulting in a more diverse and global context for the treatment of quality services and experiences in hospitality and tourism.
The volume will appeal to academic scholars and industry professionals interested in exploring new frontiers of knowledge on the subject. Organized in three parts with distinctive themes, the chapters are appropriate course readings, either collectively or selectively, for undergraduate and graduate students in educational programs focusing on global curricula.
Price: $145.99
Pages: 336
Publisher: Emerald Publishing Limited
Imprint: Emerald Publishing Limited
Series: Bridging Tourism Theory and Practice
Publication Date:
19 October 2018
ISBN: 9781787563841
Format: Hardcover
BISACs:
Originating in a service quality conference in 2016, in Isfahan, Iran, this book is premised on the close association between service quality and the ability of destinations and businesses to increasingly benefit from the growing global volume of tourists against the backdrop of heightened competition. Fifteen chapters present the latest theories and practices on quality services and experiences in hospitality and tourism, based on conceptual discourse, empirical evidence, application of existing and emerging concepts and theories, and complications of practical findings. It illuminates the viewpoints of recipients and providers of quality services, as well as the actors of quality experiences spanning hospitality and tourism sectors. What about the future?: Technological innovations and disruptions, such as clean energies, electric and driverless transportation will create disruptions to the existing system of global tourism against the backdrop of changing demographics of tourist populations, creating a wide-ranging set of opportunities.
Liping A. Cai is Professor and Director of Purdue Tourism and Hospitality Research Center at Purdue University, USA. He originated the cooperative branding model for rural tourism and currently studies the intersections among tourism, intercultural learning, and quality of life. He is a life-time achievement awardee of International Society of Travel & Tourism Educators.
Pooya Alaedini is Associate Professor of Social Planning at University of Tehran, Iran. He is co-editor of Economic Welfare and Inequality in Iran: Developments since the Revolution and co-author of From Shelter to Regeneration: Slum Upgrading and Housing Policies in I.R. Iran. He holds a PhD in urban planning and policy development from Rutgers University.
Introduction. Integrating Experiences in the Study of Service Quality; Liping Cai and Pooya Alaedini
PART I. DESTINATIONS IN IRAN, HONG KONG, AND THE UNITED STATES
Chapter 1. TARGETING PURPOSE OF VISIT: Quality Experience as Demanded; Pooya Alaedini and Dordaneh Davari
Chapter 2. TEACHING TOURISM SERVICE QUALITY IN IRAN; Siamak Seyfi, Adel Nikjoo and Pooya Alaedini
Chapter 3. RISK PERCEPTION AND TOURISM EXPERIENCES AMONG PILGRIMS; Mohamad Sharifi-Tehrani and Kourosh Esfandiar
Chapter 4. CULTURE AND SERVICE QUALITY: Case of Hong Kong; Bona Kim, Lingxu Zhou and Anyu Liu
Chapter 5. QUALITY EXPERIENCE OF CHINA’S FAMILY TOURISTS IN THE UNITED STATES; Yunzi Zhang and Liping Cai
PART II. TOURISTS AT THE CORE
Chapter 6. TOURIST EXPERIENCE DESIGN: A Storytelling Framework; Gianna Moscardo
Chapter 7. SOCIAL NETWORK SITES AND VIRTUAL TOURISM EXPERIENCE; Seyedeh Fatemeh Mostafavi Shirazi
Chapter 8. HORSERACEING EVENT EXPERIENCE AND SOCIAL MEDIA; Chloe Downes, Roya Rahimi, and Peter Robinson
Chapter 9. EXPERIENCES OF THE PLURAL TOURIST: A French Sociology Perspective; Christophe Guibert
Chapter 10. EMOTIONAL OUTCOMES OF DINING-AWAY-FROM-HOME EXPERIENCES; Saerom Wang, Liping A. Cai, and Xinran Lehto
PART III. HOTELS, CONFERENCES, AND BIG DATA
Chapter 11. PERCEIVED CONFERENCE QUALITY: Evidence from Malaysia; Shiva Hashemi, Azizan Marzuki and Shaian Kiumarsi
Chapter 12. SERVICE EXPERIENCES AT LUXURY HOTELS: Business Tourists’ Perspectives; Ruiyu Feng, Yao.Chin Wang and Bill Ryan
Chapter 13. LUXURY HOTELS: Concept and New Trends; Amelia Tomašević
Chapter 14. BIG DATA AND SERVICE QUALITY: Barcelona’s Hospitality and Tourism Industry; Ainhoa Serna, Antònia Casellas, Grant Saff and Jon Kepa Gerrikagoitia
Chapter 15. A HOTEL CLASSIFICATION FRAMEWORK FOR QUALITY SERVICE; Tahir Sufi and Narges Shojaie
Conclusion: Heightening Tourism Experiences with Quality Services; Pooya Alaedini and Liping Cai