The Structure of this Book

Managing Tourism and Hospitality Services is organized in six parts. The 28 chapters deal with a wide range of issues, providing analyses of international tourism and hospitality man- agement practices from many sectors of the industry, and utilizing an interesting selection of research methodologies and conceptual approaches. As the editors show in detail in the review and synthesis of the concluding chapter of this book, the work presented here makes a substantial contribution to the better understanding of current tourism and hospital- ity management and emergent research capabilities, while identifying some gaps and the need for further research in the future.

Part I deals with the core issue for tourism and hospitality managers of customer satisfac- tion. The five chapters examine some specific examples and draw together a range of theo- retical and methodological approaches to customer satisfaction research and manage- ment. This theme of customer satisfaction is taken up in many of the subsequent chapters in this book.