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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