Front Cover -- Tourism and Hospitality Management -- Copyright Page -- Contents -- List of Contributors -- About the Editors -- Editorial Board -- Introduction -- Part I - Tourism Management -- Part II - Hospitality Management -- Part III - Tourism Education and Training -- References -- Part I: Tourism Management -- Chapter 1 European Quality Award Winning Companies: A Situational Analysis -- Introduction -- Theoretical Considerations -- Method -- Findings -- Conclusion and Implications -- Acknowledgements -- References -- Chapter 2 Service Collaboration between Healthcare Service Providers and Tourism Agencies -- Introduction -- Theoretical Considerations -- Method -- Findings -- The Motivation for Strategic Collaboration -- High Customer Orientation -- Strategic Move -- Contributory Effort to National Agenda -- Conclusion and Implications -- References -- Chapter 3 The Transit Tourists in Hong Kong -- Introduction -- Theoretical Considerations -- Air Transport and Tourism -- Transit Tourism as an Urban Tourism Phenomenon -- Definition of Transit Passengers -- Method -- Findings -- Discussion -- Conclusion and Implications -- Acknowledgments -- References -- Chapter 4 An Actor Network Perspective of Tourism Open Data -- Introduction -- Theoretical Considerations -- Method -- Findings -- Conclusion and Implications -- Acknowledgments -- References -- Appendix -- Chapter 5 Marketing of Tourism Products through the Russian Social Media Channel VKontakte -- Introduction -- Theoretical Considerations -- Social Media in Russia -- Groups in Social Media -- Findings -- Changes in the Number of Members -- Discussion Topics -- Groups in VK Connected to Tourism to the Republic of Karelia -- Discussion Topics -- Conclusion and Implications -- Acknowledgments -- References.

Chapter 6 Key Stakeholders in Cruise Traffic: An Application to Spanish Cruise Ports -- Introduction -- Theoretical Considerations -- Method -- Findings -- Conclusion and Implications -- References -- Chapter 7 Revenue Management: Profit Optimisation for Hong Kong Travel Agencies -- Introduction -- Shrinking Margins of Small- and Medium-Sized Enterprises -- Requirements for RM in Travel Agencies -- RM - The Basics -- Profit Optimisation Strategies for Hong Kong Travel Agencies -- Perishable Inventory -- Predictable Demand -- Segmentation -- Reservation Made in Advance -- Limited Capacity -- Appropriate Cost and Pricing Structure -- Conclusions and Implications -- References -- Part II: Hospitality Management -- Chapter 8 Diffusion Patterns in Loyalty Programs -- Introduction -- Theoretical Considerations -- Method -- Findings -- Conclusion and Implications -- References -- Chapter 9 Surprise, Hospitality, and Customer Delight in the Context of Hotel Services -- Introduction -- Literature Review -- Hospitality -- Surprise -- Delight -- Methodology -- Results -- Hospitality as Mediating Variable between Surprise and Customer Delight -- Hospitality as Moderating Variable between Surprise and Customer Delight -- Discussion -- The Relationship between Surprise Service Experience and Customer Delight in the Context of Hotel Services -- Hospitality Moderates the Relationship between Surprise and Customer Delight -- Hospitality Mediates the Relationship between Surprise and Customer Delight -- Conclusion and Implications -- References -- Chapter 10 Transferability of Asian Paradigm in Hospitality Management to Non-Asian Countries -- Introduction -- Theoretical Considerations -- What Is Culture? -- What Is the Asian Paradigm? -- The Development of Asia Hospitality -- Owners -- Staff -- Guests -- Management -- Government and Public.

Business Environment in Asia -- Method -- Findings -- Conclusion and Implications -- References -- Chapter 11 The Development of Hospitality Industry In Krakow: Historical Perspective -- Introduction -- Krakow as a Tourist Center -- The Use of Data Sources for Tourism Studies -- Method -- Findings -- Conclusion and Implications -- References -- Chapter 12 Diversification of Hotels in a Single-Asset Tourism City -- Introduction -- Method -- Findings -- Conclusion and Implications -- Acknowledgment -- References -- Chapter 13 The Branded Content in the Balearic Hotel Chains -- Introduction -- Theoretical Considerations -- Method -- Findings -- Conclusion and Implications -- References -- Chapter 14 Identification of Organizational Culture in the Hospitality Industry -- Introduction -- Theoretical Considerations -- Method -- Findings -- Conclusion and Implications -- References -- Part III: Tourism Education and Training -- Chapter 15 Developing Training Programs for Disabled Guests: An Industry Perspective -- Introduction -- Theoretical Considerations -- Method -- Findings -- Conclusion and Implications -- References -- Internet Sources -- Chapter 16 Motivations of South Asian Students to Study Tourism and Hospitality in the United Kingdom -- Introduction -- Theoretical Considerations -- Method -- Findings -- Qualitative Study -- Selecting the United Kingdom -- Studying Tourism and Hospitality -- Quantitative Study -- Conclusion and Implications -- References -- Chapter 17 Effect of Work Experience on Students' Attitudes Toward Hospitality Careers -- Introduction -- Theoretical Considerations -- Method -- Findings -- Conclusion and Implications -- Acknowledgment -- References -- Appendix -- Chapter 18 The Role of Edu-Tourism in Bridging Racial Divides in South Africa -- Introduction -- Theoretical Considerations -- Method -- Findings.

Conclusion and Implications -- Acknowledgements -- References -- Chapter 19 Higher Education Tourism Courses in Brazil -- Introduction -- Theoretical and Institutional Considerations -- Method and Findings -- Conclusion and Implications -- References -- Chapter 20 Developing Intercultural Skills for Hospitality Students in China -- Introduction -- Theoretical Consideration -- Method -- Findings -- Conclusion and Implications -- Acknowledgment -- References.