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| The Traveling Public and Tourism Promoters | |
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| Introduction to tourism | |
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| Could a career in tourism be in your future? | |
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| Introduction | |
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| Services and Tourism | |
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| What is Tourism? | |
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| A Tourism Model | |
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| The History of Travel and Tourism | |
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| Bringing Tourism into Focus | |
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| Geography Provides a Window to the World | |
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| Studying Tourism from Business Perspectives | |
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| Tourism's Challenges and Opportunities | |
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| Where Do You Fit In? | |
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| Topics Covered in Each Chapter | |
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| Tourists: the traveling public | |
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| A Ride on the Wild Side! | |
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| Introduction | |
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| Foundations for Understanding Tourist Motivations | |
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| Segmenting the Tourism Market | |
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| Specialized Tourist Segments | |
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| Delivering High-Quality Service | |
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| Bringing Travelers and Tourism Service Suppliers Together | |
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| One Stop Does It All! | |
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| Introduction | |
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| Tourism Services | |
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| Serving Traveler Needs | |
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| Why Use Intermediaries? | |
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| One-Level (Direct) Distribution Channels | |
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| Two-Level Distribution Channels | |
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| Three-Level Distribution Channels | |
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| Distribution Channels of the New Millennium | |
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| Tourism Information Sources and Services | |
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| Selling Adds a Personal Touch | |
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| Tourism Service Suppliers | |
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| Transportation | |
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| The Graduation Gift | |
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| Introduction | |
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| Surface Transportation | |
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| Amtrak and VIA Rail Canada Services | |
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| International Passenger Rail Service | |
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| Cruising the Highways and Byways | |
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| Important Transportation Links | |
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| Soaring through the Skies | |
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| Improving Operating Efficiency and Effectiveness | |
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| Accommodations | |
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| Expect the Unexpected | |
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| Introduction | |
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| Oh So Many Choices! | |
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| Rooms, Rooms, and More | |
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| Organizing for Successful Operations | |
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| It All Begins with Sales | |
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| Using Technology to Tie it all Together | |
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| Food and Beverage | |
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| Sometimes It's More Difficult Than It Seems | |
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| Introduction | |
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| Major Influences on the Development of Food and Beverage Services | |
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| Building a Culinary Heritage | |
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| Building Profitable Operations | |
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| An Ounce of Prevention Is Worth a Pound of Cure | |
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| Beverages | |
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| Attractions and Entertainment | |
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| So Many Things to Do and So Little Time | |
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| Introduction | |
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| A World of Opportunities | |
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| Foundations for Understanding Attractions and Entertainment | |
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| Heritage Attractions | |
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| Commercial Attractions | |
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| Gaming | |
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| Shopping | |
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| Live Entertainment | |
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| Destinations | |
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| Dreams Can Come True | |
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| Introduction | |
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| From Resorts to Urban Destinations | |
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| Classifying Destinations | |
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| Far from the Maddening Crowd | |
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| Links to the Past | |
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| Seasonal Delights | |
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| Spotlight on Sporting Activities | |
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| Year-Round Playgrounds | |
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| Bright Lights and City Sights | |
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| Building on Success | |
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| The Service and Hospitality Environment | |
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| Putting Quality into Hospitality | |
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| All's Well That Ends Well? | |
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| Introduction | |
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| Quality | |
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| Service Encounters | |
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| Service Quality Model | |
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| Quality and Customer Satisfaction | |
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| Human Resources: The Key to High-Quality Service | |
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| Service Mistakes | |
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| Service Guarantees | |
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| Economic and Political Impacts of Tourism | |
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| Chamber Director Headache #1456 | |
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| Introduction | |
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| Looking to Tourism for Economic Growth and Vitality | |
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| The Multiplier Effect | |
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| Other Economic Impacts | |
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| Tourism and Politics | |
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| Public/Private Organizations | |
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| Tourism Planning | |
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| Political "Tugs of War" over Tourism | |
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| Environmental and Social/Cultural Impacts of Tourism | |
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| Reflecting on the Future | |
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| Introduction | |
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| Tourism and the Environment | |
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| Environmental Impacts of Tourism | |
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| Social and Cultural Impacts of Tourism | |
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| Unintended Consequences of Tourism on Culture | |
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| Mass Tourism versus Ecotourism | |
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| Exploring the Future of Tourism | |
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| On the Road Again | |
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| Introduction | |
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| The Shape of Coming Tourism Markets | |
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| Identifying and Meeting Future Tourists' Needs | |
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| Moving into an Era of Competitive Cooperation | |
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| Accelerating Technological Advances | |
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| Travel Agents' Changing Roles | |
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| Scanning the Horizon for Future Tourist Activities | |
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| Keeping the Human Touch? | |
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| Problem-Solving and Decision-Making | |
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| Manners Matter | |
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| Choosing a Career and Finding a Job | |
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| Integrative Cases | |
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| Brewster Tours | |
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| Carnival Corporation (1998) | |
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| The Cottages Resort and Conference Center | |
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| Fasten Your Seat Belts--Turbulence Ahead for Travel Agencies | |
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| Gateway Durango, Inc. | |
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| Resistance to Change? | |
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| Index | |