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  • Managing tourism services - a southern African perspective 3/e
  • Bennett JA
  • ISBN: 9780627025877
  • eISBN: N/A
  • ePub ISBN: N/A
  • 416 Pages | Published: 2005

The new edition of Managing Tourism Services strives to promote and instil a strong customer-centric orientation in the reader. Therefore, the book places strong emphasis on service orientation and the content focuses on managerial functions as means of enhancing the experience of the tourist. This has led to the introduction of new chapters such as service people management and the consequence of tourism. Several existing chapters rewritten to enhance the customer-centric and service-orientated focus of this edition. Several new South African case studies and applications are included to ensure a truly South African perspective.

CHAPTER 1: WHAT IS TOURISM?

CHAPTER 2: THE TOURISM SYSTEM AND MAJOR ROLE-PLAYERS INVOLVED

CHAPTER 3: THE MOTIVATION AND DECISION TO TRAVEL

CHAPTER 4: THE BUSINESS ENVIRONMENT OF THE TOURISM ESTABLISHMENT

CHAPTER 5: STRATEGIC MANAGEMENT IN THE TOURISM ESTABLISHMENT

CHAPTER 6: MANAGEMENT TASKS IN THE TOURISM ESTABLISHMENT

CHAPTER 7: MARKETING MANAGEMENT IN THE TOURISM ESTABLISHMENT

CHAPTER 8: CUSTOMER SERVICE IN THE TOURISM ESTABLISHMENT

CHAPTER 9: OPERATIONS MANAGEMENT IN THE TOURISM ESTABLISHMENT

CHAPTER 10: SERVICES PEOPLE MANAGEMENT IN THE TOURISM ESTABLISHMENT

CHAPTER 11: FINANCIAL MANAGEMENT FOR TOURISM ESTABLISHMENTS

CHAPTER 12: THE CONSEQUENCES OF TOURISM

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