Hospitality Marketing (Hardcover, 3 ed)

Preface 
Structure and learning features 
Acknowledgements 

Part A: Introduction

1.Introduction to hospitality marketing 

Part B: Pre-encounter Marketing

2. Marketing research 

3. Understanding and segmenting customers 

4. Competitive strategies 

5. Developing the offer

6.Locating the offer

7. Pricing the offer and Revenue Management 

8. Distributing the offer 

9. Communicating the offer 

Part C: Encounter Marketing

10. Managing the physical environment

11. Managing service processes
 
12. Managing customer-contact employees 

Part D: Post-encounter Marketing

13. Managing customer satisfaction 

14. Relationship marketing 

Part E: The Marketing Plan

15. Marketing planning

Index