This book consolidates international, contemporary and topical case study based research in tourism, travel, hospitality and events. Case studies can make learning more attractive and interesting as well as enable students to understand the theory better and develop their analytical and problem-solving skills. Using industry as an open living lab, case study based research infuses scholars into real-world industry challenges and inspires them to theorise and advance our knowledge frontiers.
The book includes international case studies that can help tourism scholars build and advance (new) theories and enrich their educational practices. Case studies are accompanied with a teaching note guiding scholars to integrate case studies into instruction.
Dr Kirsten Holmes, Chair, Council for Australasian Tourism and Hospitality Education (CAUTHE)
There is a vital need for contemporary and well-structured case studies for use in tourism teaching. By including case studies from Australasia and key destination regions in Asia, Europe, and the Caribbean, the book is helpful for tertiary teachers globally.
Professor Xander Lub, President, Euro CHRIE
The book inspires educators and students. The cases provide context to students’ learning and demonstrate the richness and variation of the industry. The book also clearly demonstrates how research can inform our teaching.
Professor Brian King, Chair, THE-ICE Assessment Panel
The book includes cases under five themes: experiences, operations, technologies, strategy and marketing, and destinations. The book provides subject lecturers with a structure to guide students of applying theory into practice.
Dr Paul Whitelaw, Academic Director, Southern Cross University
This book marks a significant contribution to hospitality, tourism and events pedagogy at undergraduate and postgraduate level. At a time when the industry is demanding that our graduates have a strong grasp of “real world issues”, the case study approach provides an accessible, meaningful and relatable means by which students can engage in real world issues.
Tabella dei contenuti
Part I: Introduction.- Chapter 1. Introduction (Marianna Sigala, Anastasia Yeark, Rajka Presbury, Marcela Fang and Karen Smith).- Part II: Experiences.- Chapter 2. ‘Art in Servicescape and Experience Design: Learnings from The d’Arenberg Cube, Australia’ (Marianna Sigala).- Chapter 3. A Day in the Life of Guest Experience Stagers: The Saffire Freycinet Experience (Anita Manfreda and Justin King).- Chapter 4. Extraordinary (Memorable) Experiences in Events: The Case of Skylighter Fireworx, Australia (Anastasia Yeark and John Powers).- Chapter 5. Boom then Bust at the George Hotel (Eileen Aitken-Fox).- Chapter 6. High-end Restaurants During COVID-19: The Beginning of a New Fine-dining Era? (Sandra Cherro Osorio, Ana Delevska and Peter Matheis).- Part III: Operations .- Chapter 7. The Power of Words: A Case Study of Service Language in an Australian Five-star Hotel (Madalyn Scerri and Rajka Presbury).- Chapter 8. Hidden Factors: Operations Management Implications for the Hayman Island Resort (Zdenka Gabrielova and Marcela Fang).- Chapter 9. Hotel Revenue Management Strategy – Impacts and Consequences of Changes in Management (Antoine J. Bisson).- Chapter 10. The Expansion of Mex Hospitality: Exploring the Ethical Implications of Hospitality Outsourcing (Blanca A. Camargo).- Chapter 11. Exploring the Relationship Between Hotel Classification System and Service Quality: A Case Study of the Indian Hotel Industry (Tahir Sufi).- Part IV: Technologies.- Chapter 12. How to Design a Smart Tourism Destination: The Case of Granada (Luis-Alberto Casado-Aranda, Juan Sánchez-Fernández and Ana-Belén Bastidas-Manzano).- Chapter 13. Marketing Suburban Tourism Destinations on Social Media: The Case of the City of Joondalup, Western Australia (Oscar Vorobjovas-Pinta and Violetta Wilk).- Chapter 14. Mandatory System Usage Behaviour: A Case Study in Australian Resorts (Leo Yuk Lun Kwong, Sue Foster and Victoria Peel).- Chapter 15. EHS Hotels: Neuroimaging or Self-reports when Evaluating Tourism Advertising and Websites? (Luis-Alberto Casado-Aranda, Juan Sánchez-Fernández and Ana-Belén Bastidas-Manzano).- Part V: Strategy and Marketing.- Chapter 16. ‘KASA Turkey: Solving a Strategy and Sales Issue While Keeping Core Values: An Intrepid Travel Case Study’ (Rachel Dodds and Michael Sadowski).- Chapter 17. Strike While the Iron is Hot: A Case of Market Opportunity for the SCTC (Rajka Presbury and Winne Ho).- Chapter 18. When the Whole is Greater than the Sum of its Parts: Hotel Marketing Consortia as a Winning Strategy (Sofia Almeida, Thanasis Spyriadis, Carlos Costa, José Manuel Simões and Ana Cláudia Campos).- Chapter 19. The Case of the Hogtown Hotel: Asset Management in Hospitality (Gabor Forgacs).- Chapter 20. Learning from Strategic Failures: What Really Happened to Atlas Global Airlines? (Tugba Gurcaylilar-Yenidogan and Burcu Kantarcioglu).- Chapter 21. The Role of Strategic Stakeholder Groups in the Air Transport and Tourism Industries (Bing Chan and Sik Kwan Tai).- Part VI: Destinations.- Chapter 22. Sustainable Tourism and Public Opinion: Examining the Language Surrounding the Closure of Uluru to Climbers (Bridget Tombleson and Katharina Wolf).- Chapter 23. Decision-making in Times of Crisis: Bringing Back Binna Burra Post-bushfire (Debbie Cotterell, Sarah Gardiner, Margarida Abreu Novais, Natasha Montesalvo and Ross Westoby).- Chapter 24. Seasonality, Small-scale Sustainable Events, and Local Professionals’ Perceptions: The Case of Almira MAN Triathlon Event (Sofia Gkarane and Chris Vassiliadis).- Chapter 25. ‘Little Australia’ Unpacking Cosmopolitanism in Niseko, Japan (Kim Nelson, Rosemary Black and Larissa Bamberry).- Chapter 26. Repositioning Gold Coast: A Place Branding Perspective (Marco Ocke and Allan Platt).- Index.
Circa l’autore
Prof Marianna Sigala Dr Marianna Sigala is a Professor at the University of South Australia and the Director of the Centre for Tourism & Leisure Management. She is a widely published and multi-awarded authority with research interests including services and experience management, Information and Communication Technologies (ICT) in tourism and hospitality, as well as wine tourism. She has a long record of leadership and participation in international research projects (e.g., E.U. and the Council of Europe). She is a past President of Euro CHRIE and a past member of the executive board of ICHRIE and IFITT. She currently serves on the executive board of CAUTHE. She is the co-editor of the Journal of Service Theory & Practice, and the Editor-In Chief of the Journal of Hospitality & Tourism Management. In 2016, she was awarded the prestigious Euro CHRIE Presidents’ Award for her lifetime contributions and achievements to tourism and hospitality education. Since 2020, Professor Sigala is also appointed as Research Fellow of CAUTHE.
Anastasia Yeark CMgr MIML
Anastasia Yeark is a Chartered Manager (Australian Institute of Managers and Leaders) and an Academic Head of the Strategy and Operations Discipline at Kaplan Business School. She holds a Masters of Business, a Bachelor in International Hotel and Tourism Management and has a decade worth of leadership experience in the hospitality industry. Her current passion lies within the higher education industry and curriculum design. Since 2017, Anastasia has been representing Kaplan Business School at CAUTHE as a chapter director, and in 2019, she was appointed as CAUTHE executive committee member.
Dr Rajka Presbury
Dr Rajka Presbury coordinates the scholarship activities at Blue Mountains International Hotel Management School (BMIHMS) at Torrens University. Before joining academia, Dr Presbury gained extensive professional experience in the hotel sector and had held several management positions in Banqueting Services, Restaurant, and Event Sales and Conventions. Rajka is an auditor for the International Centre for Excellence in Tourism and Hospitality Education (THE ICE): www.the-ice.org.
Dr Marcela Fang
Dr Marcela Fang is a management lecturer in the Faculty of Higher Education at William Angliss Institute, where she teaches strategic management, leadership and innovation. Her experience includes lecturing, design and development of curriculum for higher education and industry settings. Marcela’s research focuses on leadership, leadership development, evaluation of higher education and training programs, strategy and innovation.
Prof Karen A. Smith
Prof Karen A. Smith is an Associate Dean in the Wellington School of Business and Government, Victoria University of Wellington, where she is also a Professor of Tourism Management and teaches tourism and event management. She has co-edited four books and journal articles on a range of tourism and volunteer management areas. She makes extensive use of case studies in teaching and curriculum design.
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