5/19/2018 Index - Handbook of Hospitality Marketing Management

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Activity theory, 531

Advertising, 527, 528, 539

Affective component ofattitudes, 2534

Analysis of Variance(ANOVA), 4203

Approach and avoidbehaviors, 32832

Atlantic City, 527, 530

Atmospheric experience, 32933

Atmospherics, 538, 539

Attitudes, 252

Attraction vs. attractiveness, 4323

Attribution theory, 536

Behavior, 2545

Behavioral componentof attitudes, 254

Behavioral patterns, 529

Beliefs, 252Benefits 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 portfoliomanagement, 108109

Branding, 88, 89, 90, 528

Business performance:costs, 210, 211, 223, 225, 226market share, 2234, 226profits:

Return on equality (ROE), 2223Return on investment

(ROI), 2223revenues, 210, 219, 221, 223, 226

Business performance

measurement system:Balanced Scorecard System,

219, 2201Integrated Performance

Measurement System(IPMS), 219

Performance Pyramid System(PPS), 219

Cannibalization and brand equity

dilution issues among babybrands, 111Canonical Analysis, 41718, 423Casino Reinvestment Development

Authority, 527Central Reservation Systems

(CRS), 191Channel management, 196Characteristics of affective

responses, 3267Characteristics of attitudinal

responses, 328Characteristics of emotional

responses, 327, 337

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Characteristics of services, 736Co-branding strategies, 92Cognitive component of

attitudes, 253Commission model, 202Communication, 127, 135, 137Communications Act of 1934, 528Competitive environment, 67Complaining behavior, 301302Consequences, 334Content Analysis, 422Correlation Analysis, 419, 423Credence attributes, 77Crime, 525, 526Crisis management, 528

Critical Incident Technique,31213, 532

CRM seeCustomer RelationshipManagement (CRM)

Cross-sectional studies, 227Culture, 334, 501, 54Customer-based brand equity, 97Customer behavior, 213Customer expectation, 4923, 496Customer loyalty, 196, 200, 202Customer Relationship Management

(CRM), 200201, 533Customer retention, 210, 221, 223,

225, 226, 227Customer satisfaction, 210, 213, 217,

223, 2245, 4756, 479, 480, 482,484, 4889

Database marketing, 1379, 140, 532Decision(s):

hospitality:

types of, 446inside vs. outside, 455types of, 45663vacation:

types of, 447Decision making:

destination-choice process, 4301Decision-making units:

family seeFamily, asdecision-making unit

groups of friends seeGroup

of friends, asdecision-making unit

types of, 449, 451, 45663

Demand and supplyinteraction, 4345

Destination Management Systems(DMS), 191

Dimensions of brand equity, 947Dimensions of service quality:

assurance, 212, 21516, 218

empathy, 212, 21516, 218

reliability, 212, 21516, 217

responsiveness, 212, 21516,217, 218

tangibles, 212, 21516, 21718

Disconfirmation, 300301, 31213

Dissatisfaction, 299300

Distribution, 189, 190, 192, 1946Distribution channels, 187, 189, 193,

1967, 200

Distribution cost, 196, 199200

Double deviation, 30910, 31314

Eco-efficiency, 35

Economics, 535

Economic environment, 65

Electronic distribution, 187, 190, 191,

192, 196, 198Emotions, 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, 456external, 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, 41921Fairness, 305307, 313

see alsoJustice theory

549

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Family:changes in structure, 4534, 464as decision-making unit, 4512decision-making, 445, 45565decisions, 4512definition, 451distribution of roles within, 452,

455, 464influence of children, 464life-cycle, 4524trips, 441

Food experience, 32930Frequency Programs, 1426Functional perspective of travel

motivations, 2489

Games, 525, 530, 535, 537Gary Loveman, 538Global Distribution Systems (GDS),

187, 190Global hospitality brands

ranked, 107108Green consumerism, 448Green products, 446Group:

aspirational vs. dissociative, 4445

conflicts:solving modes, 449

definition, 443formal vs. informal, 444functions, 443interaction, 445packages, 466primary vs. secondary, 444types, 4435

Group decision making:

definition, 442influence tactics in, 44850, 464issues of concern in, 442,

4459, 45665level of, 447managerial implications of, 4656methods for investigating, 45663roles in, 448, 452stages in, 45663studies of, 45565types of processes, 446

Group of friends:as decision-making unit,

454, 4645

definition, 4545, 467functions of, 454issues of concern in, 465leaders in, 465, 466

Groupthink, 465

Harrahs Entertainment, 527, 533,536, 537, 538

Hedonic consumption, 325High/Low Involvement

Purchases, 145Hospitality experience, 1516, 25,

299, 326Hospitality marketing mix, 60, 812Hotel management, 441, 446,

448, 4656Hotel sector, 33, 37, 50Household seeFamily

Illusion of control, 536Impacts:

internal, 334, 367Industry:

hospitality industry, 21319hotel industry, 210, 214, 215, 223manufacturing industry, 215

service industry, 212, 213, 219Intermediaries, 187, 188, 189, 192,

194, 1956, 1989, 200, 201203Internal forces and external

forces, 416

Justice theory:distributive justice, 305307information justice, 306interactional justice, 305306

procedural justice, 305

Las Vegas, 525, 529, 530, 537Lifetime value of a customer,

120, 1237Locals, 528, 530, 531Lodging experience, 3467Logistic (Logit) regression, 420Longitudinal studies, 227Lottery, 525, 526, 536Loyalty:

action loyalty, 1223affective loyalty, 1223cognitive loyalty, 1223

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conative loyalty, 1223loyalty programs, 120, 140, 1423

Loyalty Circle, 120, 1356, 137, 142process, 1356

Marketing-mix customization, 689Marketing, 434, 501Measurements of service quality:

control charts, 215Critical Incident Technique

(CIT), 21314internal auditing, 215statistical process-control

technique, 215Merchant model, 195, 201, 202

Meta-search, 198Models of service quality:

The Nordic Europe school,21214, 21819

The North American school:LODGQUAL, 217LODGSERV, 21718SERVQUAL Scale, 212, 217, 218

Motivation needs theory, 242Motivation, 531, 534, 535, 5379

Motivator-hygiene theory, 242Multivariate Analysis of Variance(MANOVA), 423

Nature, 334Need hierarchy, 241Needs, 240, 2412, 243, 244Negative emotions, 307308, 313

see alsoEmotions

Online intermediaries, 187,195, 199200

Online media, 192, 193, 1945, 1979Online travel agency, 193, 197Open Travel Alliance (OTA), 197Operating procedures and

resources, 4902Organizational climate, 476,

4778, 4845Organizational 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), andbrand 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

Profitability, 210, 220, 2224,225, 226

Psychocentric:

allocentric model ofmotivation, 417

product bundles, 418

pull factors, 41415

push and pull domains, 415

push and pull factor compendiumtheory, 413

push and pull motivationfactors, 41314

simultaneous examination of pushand pull factors:

the meansend theory, 417

push and pull framework,41415, 432, 435

Recreation OpportunitySpectrum (ROS), 429

Psychology, 5345, 540

Quality:

product quality, 210service quality, 21119

Quality of life, 526

Quick-service restaurant (QSR)chains distinct brandpersonality, 103104, 110

Recovery paradox, 30910, 313

Regression Analysis, 41819, 4223

Regulations, 528

Relationship marketing, 1201,528, 5323

Religion, 527

551

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Index

Responsible image:social impacts, 334

Restaurants, 441, 445, 446, 448, 455,525, 533, 540

RFM Analysis:frequency, 141, 1426monetary value, 141, 146recency, 141

Satisfaction, 2979, 300Search attributes, 77Segmentation, 5289, 533, 539Self-determination theory, 534Seniors, 52832Service, 5278, 533, 538

Service classification schemes, 7780Service encounters, 302303Service environment, 3335Service experience, 332, 3456Service failure, 297, 302304Service quality, 475, 4789, 480,

482, 4845Service recovery:

cultural difference, 3101customer relationship, 309gender difference, 3101

Social disruption, 526Social environment, 656Social exchange theory, 531Social responsibility, 3551, 525Social responsibility codes, 51Socially responsible business, 434Standards, 479, 513Strategic alliances, 107Strategic planning, 528Suicides, 526

Sustainable development, 346, 37,45, 52

A systems approach, 433

Taxes, 525, 527Technological environment, 66Theory of reasoned/planned

action, 534Tour-operators, 441, 454, 4656Tourism destination branding,

104, 11112Tourism development cycles, 526Tourism experience, 329, 335, 346Tourism industry, 37, 467Tourism interactions, 334

Tourist typologies, 246Tourists, 525, 52830, 5367Traditional marketing mix, 614Travel motivation

frameworks, 2423Travel motivations, 2401

Underage gambling, 528

Vacationers:Types of, 453

Value, 211, 21617Value added, 1367Volitional process, 534Voluntary initiatives, 356

Web-based distribution, 1923Web, 192, 193, 194, 195, 199, 201World Wide Web, 192

Yield management, 220

552