Index

Activity theory, 531

Advertising, 527, 528, 539
Affective component of
attitudes, 2534
Analysis of Variance
(ANOVA), 4203
Approach and avoid
behaviors, 32832
Atlantic City, 527, 530
Atmospheric experience, 32933
Atmospherics, 538, 539
Attitudes, 252
Attraction vs. attractiveness, 4323
Attribution theory, 536
Behavior, 2545
Behavioral component
of attitudes, 254
Behavioral patterns, 529
Beliefs, 252
Benets and pitfalls of
branding, 924
Best practice, 38, 423
Best Rate Guarantees, 198
Brand:
equity, 91, 131, 133, 135
customer equity, 135
Brand extension, 912
Brand personality, 89, 91, 95, 10910
Brand portfolio
management, 108109
Branding, 88, 89, 90, 528
Business performance:
costs, 210, 211, 223, 225, 226
market share, 2234, 226
prots:
Return on equality (ROE), 2223
Return on investment
(ROI), 2223
revenues, 210, 219, 221, 223, 226
Business performance
measurement system:
Balanced Scorecard System,
219, 2201
Integrated Performance
Measurement System
(IPMS), 219
Performance Pyramid System
(PPS), 219
Cannibalization and brand equity
dilution issues among baby
brands, 111
Canonical Analysis, 41718, 423
Casino Reinvestment Development
Authority, 527
Central Reservation Systems
(CRS), 191
Channel management, 196
Characteristics of affective
responses, 3267
Characteristics of attitudinal
responses, 328
Characteristics of emotional
responses, 327, 337

548
Index
Characteristics of services, 736
Co-branding strategies, 92
Cognitive component of
attitudes, 253
Commission model, 202
Communication, 127, 135, 137
Communications Act of 1934, 528
Competitive environment, 67
Complaining behavior, 301302
Consequences, 334
Content Analysis, 422
Correlation Analysis, 419, 423
Credence attributes, 77
Crime, 525, 526
Crisis management, 528
Critical Incident Technique,
31213, 532
CRM see Customer Relationship
Management (CRM)
Cross-sectional studies, 227
Culture, 334, 501, 54
Customer-based brand equity, 97
Customer behavior, 213
Customer expectation, 4923, 496
Customer loyalty, 196, 200, 202
Customer Relationship Management
(CRM), 200201, 533
Customer retention, 210, 221, 223,
225, 226, 227
Customer satisfaction, 210, 213, 217,
223, 2245, 4756, 479, 480, 482,
484, 4889
Database marketing, 1379, 140, 532
Decision(s):
hospitality:
types of, 446
inside vs. outside, 455
types of, 45663
vacation:
types of, 447
Decision making:
destination-choice process, 4301
Decision-making units:
family see Family, as
decision-making unit
groups of friends see Group
of friends, as
decision-making unit
types of, 449, 451, 45663
Demand and supply
interaction, 4345
Destination Management Systems
(DMS), 191
Dimensions of brand equity, 947
Dimensions of service quality:
assurance, 212, 21516, 218
empathy, 212, 21516, 218
reliability, 212, 21516, 217
responsiveness, 212, 21516,
217, 218
tangibles, 212, 21516, 21718
Disconrmation, 300301, 31213
Dissatisfaction, 299300
Distribution, 189, 190, 192, 1946
Distribution channels, 187, 189, 193,
1967, 200
Distribution cost, 196, 199200
Double deviation, 30910, 31314
Eco-efciency, 35
Economics, 535
Economic environment, 65
Electronic distribution, 187, 190, 191,
192, 196, 198
Emotions, 307309, 312
anger, disappointment, regret,
and worry, 307, 308, 31213
Employee attitudes, 475
Employee satisfaction, 4756, 488
Empowerment and training, 4902
Environmental impacts, 389
Environmental management, 42, 49
Environmental standard, 367
Ethical consumerism, 456
external, 18
Ethics, 525
Expanded marketing mix, 60, 834
Expectancy theory, 242, 2468
Expectations, 211, 212, 214,
216, 2245
Experience attributes, 77
Experiential consumption, 32448
Factor Analysis, 41921
Fairness, 305307, 313
see also Justice theory
549

Index
Family:
changes in structure, 4534, 464
as decision-making unit, 4512
decision-making, 445, 45565
decisions, 4512
denition, 451
distribution of roles within, 452,
455, 464
inuence of children, 464
life-cycle, 4524
trips, 441
Food experience, 32930
Frequency Programs, 1426
Functional perspective of travel
motivations, 2489
Games, 525, 530, 535, 537
Gary Loveman, 538
Global Distribution Systems (GDS),
187, 190
Global hospitality brands
ranked, 107108
Green consumerism, 448
Green products, 446
Group:
aspirational vs. dissociative, 4445
conicts:
solving modes, 449
denition, 443
formal vs. informal, 444
functions, 443
interaction, 445
packages, 466
primary vs. secondary, 444
types, 4435
Group decision making:
denition, 442
inuence tactics in, 44850, 464
issues of concern in, 442,
4459, 45665
level of, 447
managerial implications of, 4656
methods for investigating, 45663
roles in, 448, 452
stages in, 45663
studies of, 45565
types of processes, 446
Group of friends:
as decision-making unit,
454, 4645
denition, 4545, 467
functions of, 454
issues of concern in, 465
leaders in, 465, 466
Groupthink, 465
Harrahs Entertainment, 527, 533,
536, 537, 538
Hedonic consumption, 325
High/Low Involvement
Purchases, 145
Hospitality experience, 1516, 25,
299, 326
Hospitality marketing mix, 60, 812
Hotel management, 441, 446,
448, 4656
Hotel sector, 33, 37, 50
Household see Family
Illusion of control, 536
Impacts:
internal, 334, 367
Industry:
hospitality industry, 21319
hotel industry, 210, 214, 215, 223
manufacturing industry, 215
service industry, 212, 213, 219
Intermediaries, 187, 188, 189, 192,
194, 1956, 1989, 200, 201203
Internal forces and external
forces, 416
Justice theory:
distributive justice, 305307
information justice, 306
interactional justice, 305306
procedural justice, 305
Las Vegas, 525, 529, 530, 537
Lifetime value of a customer,
120, 1237
Locals, 528, 530, 531
Lodging experience, 3467
Logistic (Logit) regression, 420
Longitudinal studies, 227
Lottery, 525, 526, 536
Loyalty:
action loyalty, 1223
affective loyalty, 1223
cognitive loyalty, 1223

550
Index
conative loyalty, 1223
loyalty programs, 120, 140, 1423
Loyalty Circle

, 120, 1356, 137, 142

process, 1356
Marketing-mix customization, 689
Marketing, 434, 501
Measurements of service quality:
control charts, 215
Critical Incident Technique
(CIT), 21314
internal auditing, 215
statistical process-control
technique, 215
Merchant model, 195, 201, 202
Meta-search, 198
Models of service quality:
The Nordic Europe school,
21214, 21819
The North American school:
LODGQUAL, 217
LODGSERV, 21718
SERVQUAL Scale, 212, 217, 218
Motivation needs theory, 242
Motivation, 531, 534, 535, 5379
Motivator-hygiene theory, 242
Multivariate Analysis of Variance
(MANOVA), 423
Nature, 334
Need hierarchy, 241
Needs, 240, 2412, 243, 244
Negative emotions, 307308, 313
see also Emotions
Online intermediaries, 187,
195, 199200
Online media, 192, 193, 1945, 1979
Online travel agency, 193, 197
Open Travel Alliance (OTA), 197
Operating procedures and
resources, 4902
Organizational climate, 476,
4778, 4845
Organizational culture, 474, 476,
47780, 4824
Organizational performance, 474,
479, 482, 484, 490, 492, 494
Organizational settings, 487, 48993
Perceived quality, brand awareness,
brand image (association), and
brand loyalty, 947
Perceived value, 211
Perceptions, 5267, 536, 5389
Personal bankruptcy, 5256
Physical distribution, 528
Political and legal environment, 667
Price, 210, 211, 216, 224
Price transparency, 198
Pricing, 190, 196, 1979
Print-based media, 189
Product life cycle, 6972
Protability, 210, 220, 2224,
225, 226
Psychocentric:
allocentric model of
motivation, 417
product bundles, 418
pull factors, 41415
push and pull domains, 415
push and pull factor compendium
theory, 413
push and pull motivation
factors, 41314
simultaneous examination of push
and pull factors:
the meansend theory, 417
push and pull framework,
41415, 432, 435
Recreation Opportunity
Spectrum (ROS), 429
Psychology, 5345, 540
Quality:
product quality, 210
service quality, 21119
Quality of life, 526
Quick-service restaurant (QSR)
chains distinct brand
personality, 103104, 110
Recovery paradox, 30910, 313
Regression Analysis, 41819, 4223
Regulations, 528
Relationship marketing, 1201,
528, 5323
Religion, 527
551

Index
Responsible image:
social impacts, 334
Restaurants, 441, 445, 446, 448, 455,
525, 533, 540
RFM Analysis:
frequency, 141, 1426
monetary value, 141, 146
recency, 141
Satisfaction, 2979, 300
Search attributes, 77
Segmentation, 5289, 533, 539
Self-determination theory, 534
Seniors, 52832
Service, 5278, 533, 538
Service classication schemes, 7780
Service encounters, 302303
Service environment, 3335
Service experience, 332, 3456
Service failure, 297, 302304
Service quality, 475, 4789, 480,
482, 4845
Service recovery:
cultural difference, 3101
customer relationship, 309
gender difference, 3101
Social disruption, 526
Social environment, 656
Social exchange theory, 531
Social responsibility, 3551, 525
Social responsibility codes, 51
Socially responsible business, 434
Standards, 479, 513
Strategic alliances, 107
Strategic planning, 528
Suicides, 526
Sustainable development, 346, 37,
45, 52
A systems approach, 433
Taxes, 525, 527
Technological environment, 66
Theory of reasoned/planned
action, 534
Tour-operators, 441, 454, 4656
Tourism destination branding,
104, 11112
Tourism development cycles, 526
Tourism experience, 329, 335, 346
Tourism industry, 37, 467
Tourism interactions, 334
Tourist typologies, 246
Tourists, 525, 52830, 5367
Traditional marketing mix, 614
Travel motivation
frameworks, 2423
Travel motivations, 2401
Underage gambling, 528
Vacationers:
Types of, 453
Value, 211, 21617
Value added, 1367
Volitional process, 534
Voluntary initiatives, 356
Web-based distribution, 1923
Web, 192, 193, 194, 195, 199, 201
World Wide Web, 192
Yield management, 220

552