Hospitality Marketing : Principles and Practices (Paperback, 4 ed)

List of figures List of tables List of case studies List of marketing insights Preface Structure Learning features PART A: INTRODUCTION Introduction to hospitality marketing PART B: PRE-ENCOUNTER MARKETING Marketing research Understanding and segmenting customers Competitive strategies Developing the hospitality experience Locating the offer Pricing the offer and Revenue Management Distributing the offer Communicating the offer PART C: ENCOUNTER MARKETING Managing the physical environment Managing the service processes Managing customer-contact employees PART D: POST-ENCOUNTER MARKETING Measuring and managing customer satisfaction and word-of-mouth (WOM) Relationship marketing PART E: THE MARKETING PLAN Marketing planning Index