This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences. This book introduces readers to a range of interrelated topics and the application of service management and marketing theories which are fundamentally critical to the success of all enterprises seeking competitive advantage through enhanced customer experience....

Contemporary Tourism Reviews will provide you with critical, state-of-the-art surveys of all of the major areas of tourism study to people who are coming to a topic for the first time. The CTR series provides accessible and structured overviews to all areas of research in the broadly defined subject of tourism with links to original sources of information, sites, books and journals as well as a complete glossary of terms, allowing the reader to research as deeply as they wish. Available in...

This book brings together issues of social justice and the neglect of a sustainable orientation to the tourism workforce. This has resulted in an impoverished, unsustainable, and transient workforce that does not meet the aims of UN sustainable goals within the sector or indeed the UNTWO Code of ethics towards its employees.The introductory review and 15 chapters in this volume each make a unique and distinct contribution to knowledge. The opening review presents a critique of curr...