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Tourism SMES Service Quality and Destination Competitiveness 1st Edition by E Jones, C Haven ISBN 1845930886 9781845930882

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Tourism SMES Service Quality and Destination Competitiveness First Edition E Jones Digital Instant Download

Author(s): E Jones, C Haven
ISBN(s): 9781845930882, 1845930886
Edition: First
File Details: PDF, 2.37 MB
Year: 2005
Language: english
SKU: EB-1641886 Category: Tags: ,

Tourism SMES Service Quality and Destination Competitiveness 1st Edition by E Jones, C Haven – Ebook PDF Instant Download/Delivery: 1845930886, 9781845930882
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ISBN 10: 1845930886 
ISBN 13: 9781845930882
Author: E Jones, C Haven

This book focuses in on the dominant role of SMEs (small and medium-sized enterprises) in the tourism and hospitality industry. It explores their impact on consumer perceptions of a destination, drawing on examples of small hotels, guesthouses, cafes and restaurants. It also highlights the challenges faced by SMEs to promote destination business growth – with discussion of competitiveness, quality and standards. With its entity-relationship model of a destination, this edited collection of international papers fully explores the dynamics SMEs. Case studies from around the world also puts SMEs research into a global context.

Tourism SMES Service Quality and Destination Competitiveness 1st Table of contents:

Part I: Conceptual Foundations

  • Chapter 1: Understanding the Tourism Sector

    • Defining Tourism and its Components

    • The Tourism Value Chain and Ecosystem

    • Key Stakeholders in Tourism Development

    • Trends and Challenges in the Global Tourism Industry

  • Chapter 2: The Nature and Characteristics of Tourism SMEs

    • Defining SMEs by Size, Revenue, and Ownership

    • Unique Strengths and Weaknesses of Tourism SMEs (Flexibility, Resource Constraints)

    • Typologies of Tourism SMEs (Accommodation, F&B, Tour Operators, Attractions)

    • Entrepreneurship and Innovation in Small Tourism Businesses

  • Chapter 3: Concepts of Service Quality in Tourism

    • Defining Service Quality (Perceived vs. Expected Quality)

    • Service Quality Models (e.g., SERVQUAL, Gaps Model)

    • Dimensions of Service Quality in Tourism (Tangibles, Reliability, Responsiveness, Assurance, Empathy)

    • Customer Satisfaction, Loyalty, and Word-of-Mouth

  • Chapter 4: Destination Competitiveness: Theoretical Frameworks

    • Defining Destination Competitiveness

    • Models of Destination Competitiveness (e.g., Ritchie & Crouch Model, UNWTO Frameworks)

    • Key Factors Influencing Destination Success (Attractions, Infrastructure, Management, Policy)

    • The Role of Stakeholder Collaboration in Destination Competitiveness

Part II: Service Quality in Tourism SMEs

  • Chapter 5: Managing Service Quality in Small Tourism Businesses

    • Challenges and Opportunities for SMEs in Delivering High-Quality Service

    • Strategies for Service Quality Improvement in Resource-Constrained Environments

    • The Role of Leadership and Organizational Culture

    • Employee Training, Empowerment, and Motivation for Service Excellence

  • Chapter 6: Customer Experience Management in SMEs

    • Understanding the Customer Journey in Small Tourism Businesses

    • Touchpoints for Delivering Memorable Experiences

    • Collecting and Utilizing Customer Feedback (Online Reviews, Surveys)

    • Personalization and Relationship Marketing

  • Chapter 7: Technology and Service Quality in SMEs

    • Digitalization and its Impact on Service Delivery

    • Leveraging Online Travel Agencies (OTAs) and Social Media

    • Technology Adoption Challenges and Solutions for SMEs

    • The Role of AI and Automation in Enhancing Service

Part III: SMEs’ Contribution to Destination Competitiveness

  • Chapter 8: The Collective Impact of SMEs on Destination Image and Brand

    • How Individual SME Service Quality Contributes to Overall Destination Perception

    • Building a Consistent Destination Brand through Diverse SME Offerings

    • Word-of-Mouth and Reputation Management for Destinations

  • Chapter 9: Innovation and Niche Development by Tourism SMEs

    • SMEs as Drivers of Product and Service Innovation in Destinations

    • Developing Niche Tourism Products (e.g., Ecotourism, Cultural Tourism, Adventure Tourism)

    • Agility and Responsiveness of SMEs to Market Changes

  • Chapter 10: Policy and Support Frameworks for Tourism SMEs

    • Government Policies and Initiatives to Support SME Growth and Quality

    • Access to Finance, Training, and Business Development Support

    • The Role of Local Authorities and Tourism Organizations

    • Case Studies of Successful Policy Interventions

Part IV: Case Studies and Future Directions

  • Chapter 11: Case Studies of Service Quality and Competitiveness in Diverse Destinations

    • (Examples from different types of destinations: urban, rural, coastal, cultural, etc., highlighting SME contributions)

    • Lessons Learned from Best Practices and Challenges

  • Chapter 12: Challenges and Future Directions for Tourism SMEs

    • Impact of Global Crises (e.g., pandemics, economic downturns)

    • Sustainability and Responsible Tourism Practices for SMEs

    • Adapting to Evolving Consumer Demands

    • Research Gaps and Opportunities for Future Scholarship

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