Quality Services and Experiences in Hospitality and Tourism

Liping A. Cai is Professor and Director of Purdue Tourism and Hospitality Research Center at Purdue University, USA. He originated the cooperative branding model for rural tourism and currently studies the intersections among tourism, intercultural learning, and quality of life. He is a life-time achievement awardee of International Society of Travel & Tourism Educators.Pooya Alaedini is Associate Professor of Social Planning at University of Tehran, Iran. He is co-editor of Economic Welfare and Inequality in Iran: Developments since the Revolution and co-author of From Shelter to Regeneration: Slum Upgrading and Housing Policies in I.R. Iran. He holds a PhD in urban planning and policy development from Rutgers University.

• Introduction. Integrating Experiences in the Study of Service Quality; Liping Cai and Pooya Alaedini PART I. DESTINATIONS IN IRAN, HONG KONG, AND THE UNITED STATES Chapter 1. TARGETING PURPOSE OF VISIT: Quality Experience as Demanded; Pooya Alaedini and Dordaneh Davari Chapter 2. TEACHING TOURISM SERVICE QUALITY IN IRAN; Siamak Seyfi, Adel Nikjoo and Pooya Alaedini Chapter 3. RISK PERCEPTION AND TOURISM EXPERIENCES AMONG PILGRIMS; Mohamad Sharifi-Tehrani and Kourosh Esfandiar Chapter 4. CULTURE AND SERVICE QUALITY: Case of Hong Kong; Bona Kim, Lingxu Zhou and Anyu Liu Chapter 5. QUALITY EXPERIENCE OF CHINA’S FAMILY TOURISTS IN THE UNITED STATES; Yunzi Zhang and Liping Cai PART II. TOURISTS AT THE CORE Chapter 6. TOURIST EXPERIENCE DESIGN: A Storytelling Framework; Gianna Moscardo Chapter 7. SOCIAL NETWORK SITES AND VIRTUAL TOURISM EXPERIENCE; Seyedeh Fatemeh Mostafavi ShiraziChapter 8. HORSERACEING EVENT EXPERIENCE AND SOCIAL MEDIA; Chloe Downes, Roya Rahimi, and Peter Robinson Chapter 9. EXPERIENCES OF THE PLURAL TOURIST: A French Sociology Perspective; Christophe GuibertChapter 10. EMOTIONAL OUTCOMES OF DINING-AWAY-FROM-HOME EXPERIENCES; Saerom Wang, Liping A. Cai, and Xinran Lehto PART III. HOTELS, CONFERENCES, AND BIG DATA Chapter 11. PERCEIVED CONFERENCE QUALITY: Evidence from Malaysia; Shiva Hashemi, Azizan Marzuki and Shaian Kiumarsi Chapter 12. SERVICE EXPERIENCES AT LUXURY HOTELS: Business Tourists’ Perspectives; Ruiyu Feng, Yao.Chin Wang and Bill Ryan Chapter 13. LUXURY HOTELS: Concept and New Trends; Amelia TomaševićChapter 14. BIG DATA AND SERVICE QUALITY: Barcelona’s Hospitality and Tourism Industry; Ainhoa Serna, Antònia Casellas, Grant Saff and Jon Kepa Gerrikagoitia Chapter 15. A HOTEL CLASSIFICATION FRAMEWORK FOR QUALITY SERVICE; Tahir Sufi and Narges Shojaie Conclusion: Heightening Tourism Experiences with Quality Services; Pooya Alaedini and Liping Cai

Originating in a service quality conference in 2016, in Isfahan, Iran, this book is premised on the close association between service quality and the ability of destinations and businesses to increasingly benefit from the growing global volume of tourists against the backdrop of heightened competition. Fifteen chapters present the latest theories and practices on quality services and experiences in hospitality and tourism, based on conceptual discourse, empirical evidence, application of existing and emerging concepts and theories, and complications of practical findings. It illuminates the viewpoints of recipients and providers of quality services, as well as the actors of quality experiences spanning hospitality and tourism sectors. What about the future?: Technological innovations and disruptions, such as clean energies, electric and driverless transportation will create disruptions to the existing system of global tourism against the backdrop of changing demographics of tourist populations, creating a wide-ranging set of opportunities.