Strategic Management for Tourism, Hospitality and Events Strategic Management for Tourism, Hospitality and Events is the must-have text for students approaching this subject It introduces students to fundamental strategic management principles in a tourism, hospitality and events context and brings theory to life by integrating a host of industry-based case studies and examples throughout Among the new features and topics included in this edition are: ●● Extended coverage to hospitality and events to reflect the increasing need and importance of a combined sector approach to strategy ●● New international tourism, hospitality and events case studies from both SMEs and largescale businesses are integrated throughout to show applications of strategic management theory, such as objectives, products and markets and strategic implementation Longer combined sector case studies are also included at the end of the book for seminar work ●● New content on emerging strategic issues affecting the tourism, hospitality and events industries, such as innovation, employment, culture and sustainability ●● Web support for tutors and students providing explanation and guidelines for instructors on how to use the textbook and case studies, and additional exercises, questions and resources for students This book is written in an accessible and engaging style and structured logically with useful features throughout to aid students’ learning and understanding This book is an essential resource to tourism, hospitality and events students Nigel Evans is Assistant Dean of the School of Social Sciences, Business and Law at Teesside University He has published widely in tourism and management and taught strategy for many years on varied programmes including MBA and BA (Hons) Travel and Tourism programmes at Teesside and Northumbria Universities Strategic Management.indb 16/12/2014 09:50 ‘Nigel Evans’ textbook has long been essential reading for students on Strategic Management in Tourism courses This new edition is very welcome and extending the coverage to hospitality and events and the inclusion of diverse international case studies and an extensive glossary is timely and will be well received by students and course tutors The book should also be of interest to practitioners in tourism, hospitality and events.’ Dr Philip Long, Associate Dean, Head of Tourism Academic Group, School of Tourism, Bournemouth University, UK ‘Nigel Evans has provided great cases and updated perspectives on the nature of the closely entwined tourism, hospitality and events sectors and their internationalized dimension The style of the book is attractive and interesting, using lots of graphics and illustrations as well as many examples and cases to keep students not only engaged but also firmly in touch with the realities and implications of strategic management.’ Professor Ray Pine, Dean, Faculty of Management and Hospitality, Technological & Higher Education Institute of Hong Kong A range of further resources for this book are available on the Companion Website: www.routledge.com/cw/evans Strategic Management.indb 16/12/2014 09:50 Strategic Management for Tourism, Hospitality and Events Second edition Nigel Evans Strategic Management.indb 16/12/2014 09:50 First edition published 2003 Second edition 2015 by Routledge Park Square, Milton Park, Abingdon, Oxon OX14 4RN and by Routledge 711 Third Avenue, New York, NY 10017 Routledge is an imprint of the Taylor & Francis Group, an informa business © 2015 Nigel Evans The right of Nigel Evans to be identified as the author of this work has been asserted by him in accordance with sections 77 and 78 of the Copyright, Designs and Patents Act 1988 All rights reserved No part of this book may be reprinted or reproduced or utilised in any form or by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying and recording, or in any information storage or retrieval system, without permission in writing from the publishers Trademark notice: Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation without intent to infringe British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library Library of Congress Cataloging in Publication Data Library of Congress Cataloging-in-Publication Data Evans, Nigel, 1955 Strategic management for tourism, hospitality and events / Nigel Evans — Second edition pages cm Includes bibliographical references and index Tourism—Management Hospitality industry—Management Strategic planning I Title G155.A1E927 2014 910.68′4—dc23 2014020183 ISBN: 978-0-415-83727-9 (hbk) ISBN: 978-0-415-83724-8 (pbk) ISBN: 978-0-203-77149-5 (ebk) Typeset in Iowan Old Style by Keystroke, Station Road, Codsall, Wolverhampton Strategic Management.indb 16/12/2014 09:50 To my wife Michelle and daughters Lydia, Megan and Laura without whose love and support the book would not have been possible Strategic Management.indb 16/12/2014 09:50 This page intentionally left blank Strategic Management.indb 16/12/2014 09:50 Contents List of figures List of tables Preface Study guide Part Strategy and the tourism, hospitality and events contexts ix xiii xvii xix 1 Strategy and strategic objectives for tourism, hospitality and event organizations Introduction to strategy for tourism, hospitality and events 12 41 Part Analysing the internal environment 73 Tourism, hospitality and event organizations: the operational context: competencies, resources and competitive advantage Tourism, hospitality and event organizations: the human resources context Tourism, hospitality and event organizations: the financial context Tourism, hospitality and event organizations: the products and markets context 76 109 148 190 Part Analysing the external environment and SWOT 239 The external environment for tourism, hospitality and event organizations: the macro context The external environment for tourism, hospitality and event organizations: the micro context SWOT analysis for tourism, hospitality and event organizations Strategic Management.indb 242 262 304 16/12/2014 09:50 viii CONTENTS Part Strategic selection 317 10 Competitive strategy and strategic direction for tourism, hospitality and event organizations 322 11 Strategic methods for tourism, hospitality and event organizations 377 12 Strategic evaluation and selection for tourism, hospitality and event organizations 433 Part Strategic implementation and strategy in theory and practice 469 13 Strategic implementation for tourism, hospitality and events 14 International and global strategies for tourism, hospitality and events 15 Strategy and tourism, hospitality and event organizations: theory and practice 472 520 563 Part Case analysis for tourism, hospitality and events 581 Case Strategic alliances in the airline industry Case Tourism Queensland: strategic positioning and promotion Case Ryanair: evolution of competitive strategy Case Hyatt Hotels: a family firm goes for growth Case Days Inn: franchising hospitality assets in China Case Reed Exhibitions: the world’s leading events organizer Case Thomas Cook: turnaround for a historic travel brand 588 601 619 623 640 651 666 Glossary Index 680 689 Strategic Management.indb 16/12/2014 09:50 Figures P1.1 1.1 1.2 2.1 2.2 2.3 P2.1 3.1 3.2 3.3 3.4 3.5 4.1 4.2 4.3 5.1 5.2 5.3 5.4 5.5 5.6 6.1 6.2 6.3 6.4 6.5 6.6 6.7 Strategic Management.indb A schematic of the strategic process Levels of strategic decision-making 20 The stakeholder map 36 Seasonality of fares at British Airways 52 The sectors and sub-sectors of tourism, hospitality and events 56 Examples of the impacts of tourism on destination areas 60 The strategic process 75 The links between resources, competencies and core competencies 80 The links between resources, competencies and competitive advantage 88 A simplified schematic of the value adding process 93 The value chain 94 The service profit chain 101 A model of the tourist experience and moments of truth 118 ‘The virtuous circle’ linking human resources with business success 120 The cultural web 131 A representation of the principles of a balance sheet 155 Sources of finance for four THE companies 162 A simple longitudinal analysis: Air New Zealand annual sales revenue (2008–13) 168 A simple longitudinal analysis: Air New Zealand annual net profits (2008–13) 168 A simple longitudinal analysis: Air New Zealand fuel costs (2008–13) 169 A longitudinal analysis of Air New Zealand return on sales (2008–13) 173 Product positioning 209 The services marketing mix 213 The product life cycle and its implications 217 Strategic implications of online distribution vs brochure distribution for THE companies 222 A feasibility study process for a visitor attraction 225 The experience effect 227 The Boston Consulting Group (BCG) Matrix 227 16/12/2014 09:50 694 SUBJECT INDEX products; definition 213–216; differentiation 68, 213, 222, 271,277, 281, 329–30, 329–30, 335–8, 339, 340–1, 351, 371, 388, 435, 439, 531, 681; levels 214–6; ‘me too’ 210, 218–9, 445, 463; new products 215–25, 225 see also substitute products profit and loss account see financial structure Profit Impact of Market Strategy (PIMS) study 101–2, 228, 685 public-private partnerships 82–3, 98, 279, 325, 326–8, 379–80, 394–5, 395, 396, 406–10, 455, 651, 685 ‘pulsating’ organizations 111–2 pump-priming 407 quality see service quality ratio analysis 149, 166, 172–6, 173, 187, 685; limitations of 176 reactor cultures 485, 137, 137 see also culture real estate investment trusts (REITs) 524 related diversification see diversification resource; analysis 75, 80–87, 85–6; audit 109–10, 121–4, 141, 481–3, 482, 683; based approach 286–91, 287, 685; immobility 81, 685; markets 34, 80, 190, 247, 264, 273, 286–7, 290, 390, 434, 484, 685; substitution 81, 685 resources 6, 9, 14–16, 22, 227, 46, 52, 64, 69, 74, 78–94, 80, 88, 93, 685; categories 79; free 80; tangible and intangible 80 see also strategic implementation retained profit 79, 155–6, 155, 158–9, 161–2, 381, 483, 686 retrenchment strategies 353, 355, 365–7, 370–1, 379–80, 422–4, 426, 435, 440–1 revenue passenger kilometre (RPK) 252, 599 Strategic Management.indb 694 revenue per available room (RevPAR) 367, 405, 625, 635–6 role cultures 134–5 see also culture satisficing 370, 686 SBU (strategic business units) 32, 230–1, 266–7, 320, 323–5, 353, 365–8, 421, 434–7, 463, 470, 584, 686 scenario planning 390, 459–60, 589 SCEPTICAL analysis see STEEP analysis screening see strategic evaluation S-Curve technology life cycle analysis 221–2, 222 seasonality 45, 50–3, 56, 69, 83, 149–50, 169, 182–5, 417, 475–6, 478 segmentation see marketing selection of strategy see strategic selection sensitivity analysis 459–60 service; dominant-logic 77, 102–3, 105, 686; encounter (and ‘moments of truth’) 116–9, 118, 118, 686; profit chain 77, 100–2, 101, 105, 506, 686; quality 110, 117, 119–21, 476, 529, 641 service products 7, 41–2; comparison with goods 42; characteristics 42–50, 69 SERVQUAL 102, 120, 686 SFA framework see strategic evaluation share capital 155, 156–160 162, 164–6, 172, 175, 187; comparison with loan capital 159–60, 160; cost of 164–6; rights issue capital 157; share value and volume 157 SMEs (small and medium sized enterprises) 10, 38, 42, 54, 67, 69, 103–4, 113–4, 140–1, 231–3, 258, 282, 311, 323, 338, 368–70, 425–6, 442, 462–3, 465, 478–9, 513–4, 521, 552–3, 554 social costs and benefits 456 socio-demographic influences see STEEP analysis stability strategies see strategic direction staff: motivation 123; recruitment and selection 96, 111–6, 122; 170, 295, 480 stakeholder theory 35–7, 686 stakeholders 4, 24–5, 27, 35, 36, 36–8, 61, 134, 438, 446–7, 452, 457, 460–1, 465, 471, 483, 490, 507, 510, 513, 573, 574, 575, 582, 601, 603, 607–8, 614, 686 STEEP analysis (of macroenvironment) 244–59, 262, 438, 686; economic influences 244, 250–2, 252; environmental influences 242, 244, 245, 257–9; political influences 244, 256–7; socio demographic influences 247–8; technological influences 244, 249–50 step change 436, 498–9, 498, 686 stockholder approach 34–5, 686 STP marketing see marketing strategic alliances 14, 89, 98, 167, 280, 326, 378–9, 380, 395–6, 395–405, 412–3, 537, 550, 586–600; conceptualisation 400–01; definition and categorisation 396–7; difficulties 402–3; in THE 388–400; motivations for formation 400–02; partner selection 404–05; with equity participation 406 strategic analysis 3, 4, 10, 74–5, 109, 123, 134, 141, 148, 153, 176, 226, 228, 245, 247, 266, 307, 318, 400, 433–4, 472–3, 475, 481, 572, 582, 686 strategic business unit see SBU strategic congruence 26, 38, 686 see also hierarchical congruence strategic choice see Strategic selection strategic direction 4, 124, 318–21, 320, 323–5, 16/12/2014 09:52 SUBJECT INDEX 352, 353, 353, 361, 363; growth strategies 353–65; introduction 352–3; retrenchment strategies 353, 365–67 370–1, 380, 422–3, 426, 435, 440–1; risk and balance 367–8; stability strategies 353, 365, 367–8, 370–1, 485; see also Ansoff Matrix strategic evaluation 4, 434, 437–438, 438; acceptability 437, 438, 438, 446–62, 465; emergent strategies 461–2; evaluation criteria 437; feasibility 225, 437,438, 438, 443–5, 444, 445, 457, 462, 465; financial tools 447–454, 448, 454; non-financial tools 455–7; 459, screening 224, 233, 438, 439–43; SFA framework 437, suitability 437–9, 438, 438, 440 441, 444, 457, 462, 465, 484, 515 strategic fit 380, 404, 474, 594, 686 strategic formulation 305, 313, 320–1, 368, 371, 377, 461–2 strategic groups 92, 262–3, 292, 299, 686 strategic implementation 4, 10, 75, 75, 12, 434, 470–515, 683; aspects of 474–5, 475; communication and coordination 470, 474–5, 475, 505–18, 508–11, 512; in THE contexts 475–9, 476–479; leadership and change 471, 474–5, 475, 494–505, 495, 497, 498–9, 502, 504, 505; part of strategic process 473–4; resources 470, 474–5, 475, 480–4, 482; structure and culture 471, 474–5, 475, 484–93, 488–9, 489, 491–2 strategic management; in practice 573–7, 573–6; key writers 572, 572; themes and challenges in THE 564–7, 567 strategic methods 320–4, 320, 351–2, 359, 362, 366, 370–1, 377–426, 378, 379–80, Strategic Management.indb 695 382–3, 388, 390, 393, 395, 396, 401, 413–4, 417, 419–20, 420–1; alternative 378–80, 378, 379–80 see also organic growth, mergers and acquisitions, and joint development strategic objectives see objectives strategic options 4, 121, 160, 241, 321–4, 379, 400, 434–5, 439, 444, 451, 455, 461, 464–5, 470, 472, 482, 485, 686; competitive 435; identifying 434; nature of 434 strategic process 2–5, 2, 10, 75, 198, 265, 308, 434, 686 strategic selection 3–4, 10, 75, 75, 318–21, 319–20 322–70 strategy 687; clock framework 342–4; components of 2, 15, 19, 475, definitions 13–14; elements of 15; global 521–3, 528–42, 531–3, 534, 544, 552, 554–555; purpose 2, 79 strengths 3, 28, 75, 75, 240, 282, 285 295, 304–12, 306, 309, 310–12, 399, 404, 417, 433, 438, 440, 457, 473, 609, 687 stretch 545, 657, 672, 677 structure see organizational structure stuck in the middle 329, 340–1, 687 substitute products 88, 264, 266, 270–2, 278, 286, 288, 687 suitability see strategic evaluation supply chain 57, 68, 90, 112, 197, 272, 360, 416, 641, 671, 687 sustainable competitive advantage 21, 78–9, 117, 322, 347–9, 594 sustainable tourism 61–2, 69, 81, 289 switching costs 268, 270–4 SWOT analysis 75, 231, 241, 304–313, 306, 309, 310–2, 687 synergy 360, 364, 387–8, 422–3, 687 695 takeovers see mergers and acquisitions tangible resources see physical resources targeting see marketing task cultures 134–5 see also culture technological influences see STEEP analysis theme parks 56, 332, 348, 351, 606 tour operators 6.17, 42, 45, 54–6, 56, 66, 78, 92–3, 96–97, 97, 104, 118, 150–1, 179, 181, 183–4, 185, 195, 207, 214, 227, 228, 268–9, 362, 368, 380 390–1, 423–4, 440, 449, 525, 537, 666–79 687; air inclusive tour (AIT or ‘package’) 62, 183, 195, 264, 269, 299, 331, 338, 361, 277, 668, 674, 685 tourism; supply chain 57; system 117 tourism, hospitality and events (THE) context; a disciplinary dilemma? 565–6; events management introduction 7–8; hospitality management introduction 7; integrated approach to THE 8–9; strategic management in THE contexts 567; tourism management introduction 6–7 Tourist Area Life Cycle (TALC) 220 tourist/tourism destinations 49, 62, 212, 215–6, 219, 254, 296, 326, 525, 586 TOWS analysis see SWOT analysis transformational change 221, 320, 386, 494, 498–9, 498, 655 transnational companies 523 turnaround 59, 586–7, 666–679, 686 travel agents 36 54, 56, 67, 152, 182, 184, 221, 267–9, 326, 336, 530, 530, 534–5, 541, 589, 616, 649, 663, 669, 671–2, 675, 683 16/12/2014 09:52 696 SUBJECT INDEX unrelated diversification see diversification value adding see added value value chain analysis 75, 92, 94, 94, 95–6, 97–99, 97, 105, 330, 569, 687; application to THE 94–96, 95–6 value system 96, 100, 247 values 13, 24–32, 24, 38, 48, 51, 74, 117, 127, 137–9, 198, 204–5, 232, 247–295, 337, 387, 415, 421, 426, 442, 477–9, 485, 501, 505, 505, 509, 575, 576, 606, 624, 629–30, 662, 676, 688 Strategic Management.indb 696 venture teams 225 vertical development; backward vertical diversification 359, 361; forward vertical diversification 359, 361, 682, 687; vertical integration 57, 362, 389, 545 vision 13, 24–5, 24, 29–32, 38, 48, 74, 212, 312, 410, 474, 479, 501, 503, 504 508–10, 570, 574, 576, 603–5, 608, 662, 668, 674, 688 visitor attraction 204, 206, 225, 267, 484 VRIO framework 349, 349, 351 waste 93–4, 474, 476–8, 688 waste disposal 57, 69, 244, 332, 456 weaknesses 3, 28, 74–6, 75, 240, 282, 285, 295, 304–313, 306, 309, 310–11, 404, 417, 433, 438, 473, 688 weighted average cost of capital (WACC) 165–6; 688 what if analysis see scenario planning working capital see capital 16/12/2014 09:52 Index of names Page numbers for: figures in bold tables in italics glossary entries underlined Days Inn 125, 445 Aas, C 279 Abacus (GDS) 398 Abdullah, R B 100 Abou-Shouk, M 103 Abu Dhabi UAE 219, 403, 588, 630, 655 Accenture management consultants 528–9; Navitaire airline consultants 528–9 Accor 64–5, 162, 268, 347, 379, 383–384, 419, 419–420, 420, 440, 537, 550, 633, 643, 647; Novotel 65, 162, 383; Sofitel, 65, 162, 383, 415; Ibis 65, 162, 355, 383; Mercure 65, 162, 383 includes Accor brands: Adagio, Formule 1, Motel 6, Pullman, Red Roof Inns Ackermann, F 461 Acorn 206 AEG event and venue management 406 Aer Lingus airline 365, 398, 419, 598, 619–20, 622 Aeroflot airline 596 Aicken, M 281 Air Asia 128, 130, 215, 267, 331, 531 Strategic Management.indb 697 Air Berlin 331, 403, 589, 596, 598, 672 Air Canada 133, 167, 593, 596 Air China 167, 170, 171, 171, 596 Air France/KLM 38, 60, 99, 257, 268, 385, 398, 412, 419, 537, 591–3, 596–7, 620, 622 Air Mile Travel Company 282 Air New Zealand 155–56, 155, 155, 168–9, 173, 171, 167–71, 173, 460, 596 Air Nostrum 412 Air Travel Organisers’ Licence, UK (ATOL) 277 Airbus, 151, 250, 273, 446, 529, 599 Alamdari, F 334 Alamo car rental see Enterprise Holdings Albers, S 281 Albrecht, K 119 Ali-Knight, J 191 Alitalia 597, 620 Al-Kaabi, H 528–9 All Nippon Airlines (ANA) 222, 398, 596 Allcock, J B 51 Allen, J 8, 213 Almeida, A 220 Alon, I 425, 643 Altay, H 125, 296 Altinay L 426, 642 Altintig, Z A 101 Amadeus (GDS) 250, 397–8, 530 America West airline 386–7 American Airlines 49, 89, 98–9, 99, 249, 268, 336, 397, 439, 595–6, 607, 615 American Express 348, 363, 524, 534 AMR International event management consultants 583, 661, 665 Amsterdam 254, 271, 592, 596, 630, 654 Andersen, V 463 Andersson, T D 296, 456 Andrachuk, M 255 Ansoff, I 353–4, 353, 362, 371, 435, 567, 572 Aramark Corporation 415 Arasli, H 49 Archer, B H 456 Argenti, J 310, 563 Argyris, C 348 Arnold, G 154, 179, 181, 447 Arranz, A G 49 Assaf, A 49, 540 Association of Independent Tour Operators, UK (AITO) 69, 104, 669 Ateljevic, J 514 Athiyaman, A 550–1 Alamo car rental see Enterprise Atlanta USA 250, 398, 412, 416, 628, 631, 640 Augustyn, M 117 16/12/2014 09:52 698 INDEX OF NAMES Austin USA 30, 88, 629, 631; South by Southwest Festival 30, 88 Australia 21–22, 37, 59, 84, 111, 113, 129, 138–139, 139, 160–62, 167, 180, 209, 203, 212, 306, 338, 383, 403, 453, 529, 540, 543, 590, 598, 601–17, 626, 652, 664; Australian Council of National Trusts 37; Australian Open Tennis Championships, 111–2 Austria 139, 193, 194, 206, 357, 497; Austrian Airlines see Lufthansa Avcikurt, C 125, 296 Avery G C 24, 31–2 Avianca airline 419, 596 Avis car rental 128, 253, 411, 413, 419, 524 BAA plc 272 Bailey, A 102 Bain, J 53 Baird, C 254 Baker, M J 296 Balcilar, M 153 Baldwin-Evans, K 347 Balearic Islands Spain 17, 59, 214, 358 Baloglu, S 209, 211 Balogun, J 496, 499, 503–4 Baltimore USA 83, 379, 408–9, 440 Bangkok Thailand 219 Banham, H C 258 Barcelona Spain 408–9, 657, 663 Bardolet, E 305 Barlow, M 354 Barney, J B 78, 286, 349 Baron, R R V 51 Barrows, C Bartlett, C A 474, 529, 590 Bass plc 92, 264, 319, 412 Bass, B M 502 Bass, R 502 Baum, T 51, 110, 117, 119 Baumol, W J 54, 589 Bayus, B L 221 BCD Corporate Travel Management 534–5, 541 Strategic Management.indb 698 Beaumont, N 202 Beer, M 503 Belgium 29, 53, 139, 357, 592, 659 Bell, J 553 Bello, L 204 Bennett, M M 397–8, 400, 592 Bennington, L 120 Benson, A M 266 Bensoussan, B E 92, 216, 221, 226, 229, 242, 245, 286, 292, 459 Berlin Germany 15, 381, 630 Bermuda 62; Bermuda Agreement 256 Bernard, M 282 Bernini, C 282–3 Berry, L L 102, 117, 120 Best Western (hotels), 89, 104, 233, 380, 417–9, 440, 441, 550, 647 Beverly Hills USA 150, 458 Bharadwaj, S G 101 Biazzo, S 514 Birmingham UK 59, 379, 409–10, 620; Marketing Birmingham 379, 409–10, 440 Bitner, M J 117 Blankson, C 210 Bleeke J 402 Blitz R 392, 674 Blomstermo, A 520, 522, 641–2 Boeing aircraft 133, 221–2, 250, 252, 273, 333, 585, 620 Boer, A 104 Bohdanowicz, P 253 Bojanic, D C., 191 Bonoma, T V 207 Booms, B H 117 Boston USA 222, 408, 592, 630–1 Bosworth, G 370 Botswana 59 Bouquet, C 641 Bouranta, N 100 Bowdin, G 8, 111, 154 Bowen, J T 219 Bowman, C 342, 394 Bramwell, B 279 Brayshaw, R 453 Brazil 62–3, 383, 385, 442, 454, 626, 653–6, 659–60, 668 Brent Ritchie J R B British Airways see International Airlines Group Brookes, M 426 Brotherton, B 296 Brouthers, K D 404, 544 Brouthers, L E 404, 544 Brown, D O.452 Brown, G 296 Brown, R 221 Brown, S F 250 Brownlie, D 216 Bruch, H 599 Brundtland Report 253 Buck, T 392 Buckley, A 177 Buckley, P J 396, 400, 592 Buckley, R 59, 254 Budget car rental 419 Buenos Aires Argentina 457, 630 Buhalis, D 250, 279 Bull, A 51, 81, 83, 182 Burger King 411, 524, 534, 548 Burton, F N 643 Busan Korea; Busan International Film Festival 379, 407–8, 440 Butler, R W 220 Buyruk, L 110–1, 119 Buzzell, R D 228 Cabiddu, F 279 Cahilll, D.J 198 Calgary Canada 133, 497–8 Cannes France 657, 663 Cameron, E 296 Campbell, A 27, 35 Campbell, D xvii, 275, 565 Canabal, A 544 Canada 53, 128–9, 133, 139, 160, 194, 223, 296, 379, 413, 416, 423, 512, 540, 590, 612, 640, 645, 659; Canadian Tourism Commission 508, 512, 512 Cancun Mexico 220, 631 Cànoves, G 220 Cardiff Wales UK 83, 171, 408–9 Carlsen, J 103, 296 16/12/2014 09:52 INDEX OF NAMES Carlson-Rezidor Group 29, 48–9, 379, 387, 404–5, 411, 440, 534, 648, 671; Carlson Wagonlit 48, 405, 534; Radisson hotels 29, 48–9, 405, 411, 415; includes Carlson brands Hotel Missoni, Park Inn, Radisson Blu and TGI Friday’s Carlzon, J 117, 119 Carman, J M 363 Carnevali, N 592 Carnival Corporation 152–3, 161–2, 162, 379, 381, 386, 440; P&O, 154, 162, 254, 264; includes Carnival brands, Aida, Costa, Cunard, Holland-America, Iberocruceros, Princess, Seabourne Carson, D 231–2 Cartwright, R 254 Casey, M 280 Cathay Pacific Airways 98–9, 99, 333, 398, 418, 595 Cavusgil, S T 553 Chadwick, R Chakravarthy, B, 244 Chalkiti, K 114 Chan, K 459 Chandler, A.D 14–15, 19, 487, 567 Chang, R C 204 Chathoth, P K 279, 398 Chaturvedi, R S 282 Chen, J J 520, 641, 643 Chen, M H 292 Chen, P J 116 Chen, R X 127 Chen, W 245 Chengdu China 616 Cheung Kong Holdings Hong Kong 359 364 Cheung, R 127 Chicago USA 89, 256, 356, 403, 626, 628; Chicago Convention 256, 589, 596 Child, J 401 Chile 385, 597 China 59, 62–3, 65, 112, 113 125–6, 138–9, 139 193, 194, 270, 274, 276, 306, 306, 326, 359, 364, 383, 380, 396 406, Strategic Management.indb 699 413, 442, 445, 484, 494, 527–8, 548–9, 550–1, 586–7, 612–3, 614–6, 624, 626, 640, 646–8, 653–4, 656–61, 664, 668, 672 China Airlines 398, 596 China Eastern Airlines 596 China Southern Airlines 596, 615 Chitiris, L 100 Choi, G 544 Choice hotels 425, 643, 647 Chon, K 282 Chongqing China 616 Chow, C W 507 Choy, D J L 6, 564 Christensen, C M 463 Chung, K Y 282 Cillan, J G 49 Cioccarelli, G 88 Citalia 282 Civil Aviation Authority UK (CAA) 98, 277 Clarke, A 245 Cleveland USA 408 Clifton, W 193–4 Club Med 358–9, 440, 431, 671 Coca Cola 530, 534, 536 Colorado Convention Center 406–7 Comexposium exhibitions 660–1 Compass plc 415 Contiki Tours see Travel Corporation Continental Airlines 257, 384, 443, 591 Contractor, F 394, 591, 643 Cooper, C 7, 113, 220, 281, 284–5, 529 Correia, A 220 Cosmos see Globus Costa del Sol Spain, 83 Costa, J 245 Costa coffee see Whitbread plc Costa Rica 629 Coulter, M K 242 Courtyard by Marriott see Marriott Cowper-Smith, A 255 Cox and Kings 161–2, 162, 205, 357 Crawford-Welch, S 211, 382 699 Creaton, S 281 Creedy, S 529 Crick, A P 119 Crick, D 553 Crittenden, V L 207 Crittenden, W F 207 Croatia 194, 540 Cross, A R 643 Crotts, J C 138, 279 CTrip online travel 445 Cuba 194 Cummane, J 120 Cunill, O M 550–1 Cvelbar, L K 88, 540 Cyert, R M 370, 569 Cyprus 96, 215, 339 Dallas USA 84, 89, 129, 130, 397, 631 Daniel, D R 296 Darroch J 232 Davey, H 80, 102 Davey, J 80, 102 Davies, H 529 Days Inn see Wyndham Worldwide De Graauw, H 279 De Grosbois, D 255 De Man, A P 279 De Wit, B 392–3, 393, 395 Deery, M 112, 115 Defranco, A L 447 Dekay, F 49 Delios, A 641 Delta Airlines 98, 130, 257, 306, 384, 398, 415–6, 419, 597 Demarest, M 348, 5701 Denicolai, S 88 Denisxci-Guillet, B 49 Denmark 139, 194, 357, 412 Dennis, N 281 Denton, G A 507 Denver USA 406–7 Desarbo, W S 136 Dev, C S 209, 394 Di Benedetto, C.A 136 Diedrich, A 220 Dimou, I 94, 520, 641 643 Disney 348, 351, 484, 537, 644 Dodds, B 100 Doha Qatar 219, 457 Doganis, R 276, 333, 590 16/12/2014 09:52 700 INDEX OF NAMES Dolnicar, S 49 Dologite, D G 592 Dominican Republic 194, 677 Donaldson, T 35 Doorne, S 514 Doran, M S 507 Dossor, P 110 Douglas, S P 523 Doz, Y 593 Drucker, P F 27 Drummond, S 191 Dubai UAE 59, 162, 219, 273, 278, 403, 543, 588, 630–1, 652, 664 Dublin Ireland 408, 619–21 Duboff, R 507 Duddy, R 91 Duncan, J 115, 243–4 Duncan, T 115 Dwyer, L M 88, 455 Dyer, J H 392, 420 EasyJet 130, 215, 267, 281, 331, 419, 446, 490, 495 531, 575, 576, 621–2, 672 Ebookers 250, 282, 331 Echtner, C M 566 Edelman, L F 360 Eden, C 461 Edinburgh Scotland UK 335–6, 497, 554; Edinburgh International Festival 335–6 Edmonton Canada 128–9 Edwards, R 552–3 Edwards, S 410 Egypt 45 158, 181, 194, 284, 368, 423, 522, 560, 673; Egyptair 595 Eisenstat, R 503 Ekeledo, I 544, 641 eLong, Inc see Expedia Elphick, S 64 Emerald exhibitions 653–4, 660–1 Emirates airline 219, 379, 403, 440, 529, 588–9, 592, 658 Enderwick, P 524 Endo, K 540 Ennew, C 270 Enright, M J 284 Enterprise holdings car rental 411, 419, 441; Alamo car rental 411, 419; National car rental 411 Strategic Management.indb 700 Enz, C A Epstein, M 474 Ernst, D 402 Espino-Rodríguez, T F 98, 526 Ethiopian Airlines 222, 596 Etihad airline 218, 379, 403, 440, 443, 588, 598 Eurocamp, see Holidaybreak Europcar car rental 419 European Union 53, 257, 389, 390–1, 402, 539, 590, 620; European Commission, 391–2, 667 Eurotunnel 264 Eva Airways, 398, 596 Evans, N xviii, 6–7, 51–2, 57, 60–1, 64, 94, 100, 110, 134, 177–8, 191, 218, 279, 384–5, 396, 398, 400, 474, 505–7, 513, 527, 564, 566 Evans, P 78, 344, 346, 506 Expedia inc 15, 250, 331–2, 387, 398, 418, 646; eLong 331 ExpressJet, see Skywest inc Fagan, S 334 Fageda, X 269, 280–1 Farrell, B 59 Farrell, H 370 Faulkner, B 59 Faulkner, D 342, 394–5, 401, 565 Fernandez, E 80 Fesenmaier, D R 279 Financial Times (newspaper), 403, 496, 589, 625 Finland 139, 194, 536 Finlay, P 308, 348 First Choice see Tui Fisher, R A 209, 394 Fitzpatrick, M 80, 102 Fleisher, C S 92, 216, 221, 226, 229, 242, 245, 286, 292, 459 Fletcher, J 7, 220, 279 Florida USA 30–1, 88, 644; Visit Florida 30–1 Foley, M 529 Font, X 57 Forsyth, P 269 France 104, 160, 162, 194, 206, 264, 270, 273–4, 292, 356–8, 386, 415, 536, 545, 612, 629, 633, 659, 661, 663, 673 Francis, G 281 Franke, M 252 Frankfurt Germany 89, 379, 381–2, 477, 596, 652–4, 660–1; Frankfurt Messe 379, 381–2, 440 Freeman, R E 35, 686 Freeman, S 572–3 French, T 396, 594 Friel, M 54 Fuller, M B 402, 591–2 Fyall, A 7, 104, 191, 279, 412 Galan, J I 487 Galbreath, J 80 Galileo (GDS) 250, 397–8, 530 Gallarza, M G 49, 211 Garay, L 220 García, H C 49, 211 García-Buades, E 220 Garengo, P 514 Garnham, B 399 Garrod, B 104, 191, 279, 417 Gartner, W C 49 Garuda Airlines 398 Gasco, J 98, 526 Gee, C Y 6, 564 General Electric; aero engines 273: General Electric Commercial Aviation Services (GECAS) 152 Geneva Switzerland 381, 441, 652 Genoa Italy 283, 408 Gerber, P 500 Germany 58, 160–1, 194, 269, 273–4, 347, 357, 381–2, 386, 391, 403, 536, 542, 545, 551, 595, 612, 653, 659, 661, 670–1, 679 Getz, D 8, 61, 98, 103, 127, 254, 296, 425, 498, 565 Ghoshal, S 474, 524, 529, 537, 571, 591 Gibson, L D 199 Gilbert, D 7, 220 Gill, A., 455 Gilmore, A 232 Gil-Saura, S 49 Ginter, P M 243–4 Glaesser, D 64 16/12/2014 09:52 INDEX OF NAMES Glaister, K W 396, 400, 462, 592 Glasgow Scotland UK 232, 409, 554, 620 Glautier, M W E 451 Global Hotel Alliance (GHA) 418 Global Hotel Research Limited 193 Globus 668, 671; Cosmos 57, 668 Glueck, F 32 Go, F M 279, 413, 529 Goeldner, C R Gol Airlines 130, 331 Gold Coast Australia 59, 212, 604, 652 Goldblatt, J Goldsmith, R E 198 Gomez, B G., 49 Gonzalez, A M 204 Gonzalez, R 98, 556 Goodman, M 210 Gore, J 514 Goulding, P J 370 Grabler, K 49 Graeff, C L 502 Graham, A 254–5 Grant, K 232 Greece 96, 114, 138, 139, 215, 218, 281, 673 Green Tree Hotels 125 Green, H 158, 423, 674, 677 Greenley, G E 221 Grönroos, C 104, 120, 641 Grootbos South Africa 62–3 Gross, M J 551 Grun, B 49 Gu, H 65, 445, 647–8 Gu, Z 277, 652 Guangzhou China 616–7 Guilding, C 154 Gulati, R 593 Gurau, C 339 Gursoy, D 292 Haberberg, A 32, 297, 308, 313, 425, 437, 503 Haddad, K 507 Hahn, W 473–4 Haider, D H 191 Haigh, R H 474 Hailey, V H 496, 499, 503, 504 Strategic Management.indb 701 Haiti 223 Halifax Canada 413 Hall, C M 64, 279 Hall, D J 487 Hall, R 80 Hallin, C A 347 Hallowell, R 100 Hamel, G 27, 76, 80, 344–6, 351, 352, 526, 529, 564, 570, 572, 591–3 Hamill, J 281 Hamilton, J 6, 59 Hamilton, R T 279 Hanaoka, S 281 Handschuh, M Handy, C B 127, 138, 484 Hangzhou China 616 Hanlon, C 111 Hanlon, J P 257, 269, 279, 529 Hannegan, T F 591, 593 Hanting Inns & Hotels 125 Harbour Plaza hotels see Hutchison Whampoa investments Harrington, R J Harris, R 8, 111, 154 Harrison, A 104 Harrison, J S 7, 88 Harvard University and Business School 14, 76, 199, 205, 396, 506, 582 Hassink, R 220 Haven-Tang, C 296 Hawkins, D E 254, 284 Hax, A C 229 Hebert, L 641 Heck, W 114 Heeley, J 407–9 Heene, A., 76, 80, 350, 564, 570 Helm, C 98, 99, 526, 528–9 Hembrow, I 47 Hemmington, N 494 Henderson, B D 226 Henderson, S 266 Hendry, J 339 Henkel, M 566 Heracleous, L 340 Hertz car rental, 411, 419, 524 Heskett, J.L 100–2, 101, 506 Hesterly, W S 349 Heuermann, C 281 Hickson, D J 138 Higgins, C A., 503 701 Highgate Holdings 624 Hill, C W 25 Hilton hotels 161, 268, 347, 380, 402–3, 405, 415, 419–20, 536, 550, 624, 630–1, 633, 635, 638–9, 643, 647; includes Hilton brands, Hilton hotels and resorts, Doubletree, Embassy Suites, Hilton Garden Inn, Hampton Inn, Homewood Suites, Home2 Suites and Hilton Grand Vacations Hitt, M A 45 Hjalager, A M 463, 520, 522, 527, 529, 553 Ho, S K 117 Hofstede, G 137–8, 139, 483–4 Hogg Robinson Group (HRG) 534 Holbeche, L 496 Holbrook, M B 49, 211 Holiday Inn hotels see IHG Holidaybreak plc 162, 205, 357; Eurocamp 162, 357; PGL 162, 205–6 Hollensen, S 198, 207 Holmes, K 111, 115 Holloway, C 6, 7, 57, 254, 564 Holloway, S 14 Holtz, C 254 Home Inns 125–6 Hong Kong China 65, 268, 306, 336, 364, 386, 407, 484, 494, 525, 527, 529, 536, 543, 612, 628, 630, 652; Hong Kong International Dragon Boat Festival 268 Hooley, G J 226 Horner, D 447 Horner, S 196 Hosie, P 64 Hoskisson, R 45 Houston USA 130, 631 Howard Johnson hotels and restaurants see Wyndham Worldwide Howell, J M 503 Howells, J 528 Hsieh, Y C J 254 Hsu, C C 526, 528–9 Hsu, C H 49 Hsu, M K 119 16/12/2014 09:52 702 INDEX OF NAMES Hualuxe hotels see Marriott Hu, H.H 102 Huang, G Q 57 Huang, S S 550 Huckestein, D 507 Hudson, S 191, 213 Hughes, M 296 Hult, G T M 292 Humphreys, C 6–7, 57, 564 Hunger, J D 365–6 Hutchinson, J 279 Hutchison Whampoa investments; 364–5; 440; Harbour Plaza hotels 364 Hyatt hotels, 409, 415, 420, 586, 600, 623–39, 648; includes Hyatt brands, Park Hyatt, Andaz, Hyatt, Grand Hyatt, Hyatt Regency, Hyatt House, Hyatt Place Iberia airlines see International Airlines Group Ibiza Spain see Balearic Islands Iceland 66 Icelolly.com 424 IHG plc (Intercontinental hotels) 210, 412–3, 413, 419–20, 420, 420, 550–2, 633, 643, 647, 658; Holiday Inn and Holiday Inn Express, 97, 210, 319, 332, 355, 366–7, 411–3, 379, 413, 440, 464, 524, 548, 624, 644; Indigo 210, 337 includes IHG brands, Crowne Plaza and InterContinental Ilban, M O 125, 296 Ilhan, I 110–1, 119 Inamura, H 281 India 29, 62–4, 132, 113, 128, 162, 194, 205–6, 222, 295, 326, 332, 355, 357, 364, 383, 407, 418, 423, 445, 528, 512, 540, 548–51, 612–7, 626, 653, 658–60, 664, 668 672 Indonesia 44, 113, 138, 282, 326, 364, 383, 398, 442, 612, 653 Informa publishing and exhibitions 654, 660–1; Routledge 654; Taylor and Francis 654 Strategic Management.indb 702 Inkpen, A 592 International Air Transport Association (IATA) 36, 588, 621 International Airlines Group (IAG) 379, 385, 439, 598; British Airways 52, 88–90, 98–9, 177–78, 249, 257, 264, 282, 332–3, 337, 348, 358, 385, 398, 432, 439–40, 485, 588, 591–2, 595, 597, 619–20, 668; Iberia 385, 398, 412, 496, 596 598 Vueling 496 International Association of Professional Congress Organizers (IAPCO) 461 International Congress and Convention Association (ICCA) 441 International Lease Finance Corporation (ILFC) 152 International Maritime Organization (IMO) see United Nations Interstate Hotels and Resorts 624 Iran 113 Ireland, R D 45 Ireland 58, 104, 139, 194, 336, 355, 396, 491–2, 618–20, 679 Ishikura, T 281 Ison, S 281 Israeli, A A 64 Istanbul Turkey 457 Italy 139, 152, 160, 193, 194, 274, 282, 284, 332, 386, 457, 536, 612, 659 ITB Berlin (travel exhibition) 381 ITE exhibitions 660–1 Jackson, J 282, 284, 296 Jago, L 111 Jamal, T J 566 Jameson, S 55 Jang, S S 204, 277 Japan 113, 139, 162, 178, 194, 222, 268, 326, 394, 454, 457, 536, 543, 591, 612, 626, 655–6, 664; Japan Airlines (JAL) 222, 596 Jauch, L R 32 Jauhiainen, J S 409 Javidan, M 80 J.D Power and Associates (rating agency and publisher) 367 JetBlue Airlines 100, 257, 598 JetStar Airlines 161, 331 Jiménez, J L 269, 280–1 Jiménez, M S 284 Jinjiang Inns and Hotels 125, 648 Jogaratnam, G 242, 494 John, F 252 Johns, N 445 Johnson, G 38, 151, 342, 360, 372, 420, 421, 440, 446, 455, 480, 498, 502, 522 Johnson, J 548–9, 549, 551 Jones, E 296 Jones, G 567 Jones, G R 25, 567 Jones, P 475 Jones, T O 100–2 Jonk, G 198 Jurys Inn 355 Juwaheer, T D 102 Kalafatis, S P 234 Kale, P 396 Kandampully, J 91, 119 Kandir, S Y 153 Kantabutra, S 24, 31–2 Kanter, R M 396, 404 Kaplan R S 100, 474, 506–7, 513 Kaplanidou, K 305 Karadakis, K 305 Karadeniz, E 153 Karlis G 305 Kay, J., 79–80, 88–92, 191–2, 263–4, 344, 346, 388–89, 564, 570 Kayaman, R 49 Keegan, J 14 Keller, K L 197, 202, 208, 214, Kempinski hotels 418 Kenes events management company 441–2 Kenya 540; Kenya Airways 596–7 Kenyon, A 368 Kerala India, 29, 31 16/12/2014 09:52 INDEX OF NAMES Ketchen, D J 286, 292 KFC fast food see Yum! Brands Khalid, K 100 Khanna, T 593 Kim, B Y 323, 392–3 Kim, H J 292 Kim, K W 398 Kim, S S 282 King, B 266 King, J 269 Kivela, J 204 Klein, S 399 Kleymann, B 279 Knight, G 553 Knoke, D 395–7 Kobrin, S J 524 Koch, B 219 Kogut, B 593 Kolb, B 191 Korea 120, 139, 305, 379, 407, 540, 612, 626 Kostopoulou, S 409 Kotler, P R 190–1, 197, 202, 206, 214–5, 226, 436 Kozak, M 220 Krippendorf, J 60–1, 676 Kuala Lumpur Malaysia 219, 536 Kulnig, A 49 Kumar, B 64 Kuoni 52–3, 57, 269, 282, 671 Kusluvan, S 110–1, 119 Kusluvan, Z 110–1, 119 Kwansol, F A 452 Kyriakidou, O 514 Lade, C 296 Ladkin, A 279 Lam, T 645 Lamminmaki, D 526 Lane, B 61, 279 Laney, R 232 Langeard, E 363 Lanzolla, G 219 Las Vegas 274–5, 275, 652; Las Vegas Convention and Visitors Authority (LVCVA) 275 Lasher, W R 187, 298, 369, 514 Latam Airlines, 385, 598 Lattin, T W 447 Lausanne Switzerland 408 Law, R 127, 242 Laws, E 59, 212–3, 213 Strategic Management.indb 703 Le Meridien see Starwood Lee, C F 266 Lee, J W C 279 Lee, S K 277 Lee, S 153 Leela hotels 418 Legrand, W 289 Leiper, N 117, 566 Leisen, B 37 Lenz, R T 461 Levitt, T., 522–3, 534, 590 Lewin, K 495, 495, 503 Leyh, R Li, X R 102, Lim, W M Lindberg, K 466 Lion Airways 130, 331 Liou J J 103 Litvin, S W 204 Live Nation 149–50, 177–8, 182, 331, 406, 458–9; Ticketmaster 150, 331, 458 Liverpool UK 409, 629 Llopis, J 98 Lockwood, R D 177, 516 Lohmann, G 219 London UK 46, 84, 111, 152, 161, 271–3, 294, 337–8, 357, 381, 385, 391, 412, 539, 488, 619–21, 629–30, 662, 654–5, 657, 661, 663, 666, 670–1; London Gatwick Airport 272, 282, 443, 446, 619; London Heathrow Airport 52, 88, 90, 111, 254–5, 272, 443; London Olympic Games; 46–7, 111: London Stansted Airport, 272, 620 Long, P 279 Lorange, P 384, 474, 592 Los Angeles USA 625, 628, 630, 656 Lot Polish Airlines 596 Louisville USA 411 Loveman, G W 100–1 Lu, T Y 49 Lufthansa 89, 98, 167, 257, 264, 385, 398, 412, 379, 499–00, 536, 596, 598, 620–2; Austrian Airlines; 385, 500, 598; Germanwings 500, 598; Swiss 385, 500; 598 703 Lui, T W 279 Lundberg, E 456 Lundtorp, S 51 Lusch, R F 102–3 Lyles, M A 461 Lyn Rodolfo, C 269 Lynch, P 425 Lynch, R 110, 160–1, 243–4, 310, 310, 347, 351, 352, 360, 394, 444–5, 461, 463, 486 Lynes, J K 255 Ma, M 220 Macário, R 281 Macau China 306, 306, 652 Macevoy, B 205 Maddox, C 282 Madrid Spain 398, 457 Maier, V 599 Maisel, L S 506 Majluf, N S 229 Majorca Spain see Balearic Islands Mak, A H 204 Makens, J C 6, 564 Malaga Spain 83 Malaysia 100, 113, 138, 139, 274, Tab 9.1, 326, 364, 386, 494, 612, 653; Malaysia Airlines 271, 398, 596 Manchester UK 254–5, 283, 554, 620 Mandarin-Oriental hotels 336 Manolova, T S 360 March, J G 370 March, R 138, 572 Marco Polo hotels 418–9, 419 Marnburg, E 347 Marriott hotels 18, 50, 55–6, 116–7, 161, 210–1, 337, 379, 382, 411, 415, 419, 420, 425, 440, 534, 550, 624, 630–1, 633, 647; Courtyard 55–6, 210–1; Hualuxe, 210; Moxy 210–1, 337; Ritz Carlton, 116–7; Renaissance, 50, 55–6, 210–11; includes Residence Inn and Fairfield Marsh, C 154 Martin, D 220 Martinac, I 253 Mason R.B 209, 260 Mason, P 59 16/12/2014 09:52 704 INDEX OF NAMES Matheson, C M 529 Mathieson, A 529 Mathur, S S 268 Mattila, A S 50 Matzler, K 68 Mayock, P 211 Mbaiwa, J E 59 McAdam, R 258 McCartan-Quinn, D 232 McCartney, G 525 McDonalds restaurants 524 McDonnell, I McGahan, A M 263 McKercher, B 213 McKercher, M 49 McKiernan P 569 McKinsey & Co management consultants 296, 505, 505, 553 McMahon-Beattie, U 191, 459 McNaughton, R 553 McPherson, G 529 McSweeney, B 138, Medcof, J W 404, 594 Meers, K A 258 Meeting Magic event management company 339 Megicks, P 103 Melbourne Australia 22, 111, 129, 664 Mellor, R 455 Memphis USA 366, 412 Mendelow, A 35, 36 Menorca Spain see Balearic Islands Merlin Entertainments Group 332 Mesa Air 416 Mexico, 83, 133, 194, 220, 326, 396, 629–31, 640 647, 659; Mexico City, 629–31 Meyer, R 392–3, 393 395 Miami USA 152, 386, 554, 631 Middleton, V.T.C 191–2, 202, 206, 213 Mihali, T A 88 Milan Italy 282–3 Miles, M P 232 Miles, R E 136–8, 137, 484–5 Mill, R C 120–1 Miller, D 474 Miller, S 474 Strategic Management.indb 704 Mintzberg, H 12, 16–19, 341, 350, 437, 461, 487, 568, 571, 572; Five Ps framework, 12, 16–19 Mistilis, N 455 Mitchell, V W 207 Mockler, R J 592–3 Mohr, L A 117 Mohsin, A 64 Mol, M 526 Montreal Canada 16, 129, 539 Montes, J M 80 Moore, J I 101 Moreno-Izquierdo, L 529 Morgan, M S.191, 202, 206, 209, 213 Morgan, N 209 Morgans hotels 337 Morris, D S 474 Morris Air 133 Morrish, S C 279 Morrison, A 104, 226, 258, 311, 312, 370, 390, 417, 425 Morritt, R., 202 Moscardo, G 59, Moscow Russia 655 Moutinho, L 245, 252 Moyer, K 589 MSC Cruise Line 379, 381, 440 Mules, T 455–6 Müller, H 108 Muller, L 80, 106 Müller, M 649 Mullins, L J 110 Mulvey F P 591 Murphy, P 328 Musa, M 100 Muzyka, D F 207 MyTravel tour operator 59, 391–2, 671 Naim, M 528–9 Naipaul, S 279 Nanjing China 616 National car rental see Enterprise Holdings Navitaire airline consultants see Accenture Nederlander Organization event and venue management 406 Netherlands 53, 139, 194, 535, 596, 612, 654, 659 New York USA 64, 81, 152, 161, 204, 273, 337, 403, 411, 445, 596, 620, 628–30, 654; Coney Island, 204 New Zealand 155–56, 155, 155, 160, 168–9, 173, 171, 167–71, 173, 193, 194, 203, 338, 383, 460, 514, 543, 590, 596, 612 Newcastle UK 332 Newton, J 284 Ng, E 49 Ni, L 125, 425, 643 Nickson, D 413 Niewiem, S 198 Nikko hotels 415, 551 Nohria, N 593 Nørreklit, H 506 Northwest airlines 398 Norton, D P 51, 100, 245, 474, 506–7, 513 Norway 194; Norwegian airline 672: Norwegian Cruise Line 379, 381, 386 Novak, T P 205 Novelli, M 233, 282 Novotel hotels see Accor O’Dwyer, M 231 O’Leary, M 281, 496, 621 O’Neill, J W 426 O’Reilly, C A 486 O’Sullivan, N 389, 394 O’Toole, W 111, 154 Oh, H 49, 328, 392 Ohmae, K 394, 590–1 Okumus, F 245, 474, 279, 494 Olsen, M D 14, 279, 398, 415 Olympic Games 46, 111, 128, 456–7, 542, 651 Onal, Y B 153 OneWorld airline alliance 384, 399, 400, 439, 537, 588, 592, 596 Opodo travel search engine 398, 596 Orbitz Worldwide inc 331 Oreja-Rodríguez J R 256 Orfila-Sintes, F 463 Organization for Economic Co-operation and Development (OECD) 590–1, 625 16/12/2014 09:52 INDEX OF NAMES Oslo Norway, 254, 408, 620 Osti, L 525 Ottenbacher, M C 7, 565, Oum, T H 396, Oyewole, P 248 P&O see Carnival Padrón-Robaina, V 98 Page, S J 6, 61 Pakistan 193, 194 Palacios, M 249 Palmer, A 232, 311, 641 Palmer, R 129 Palmer, T B 292 Pan Pacific hotels 418, 419 Pan, S 153 Pansiri, J 279 Pao, J W 306 Parasuraman, A 102, 117, 120 Paravantis, J 100 Parfitt, N 211, 212 Paris France 15, 65, 222, 268, 271, 292, 383, 386, 527, 597, 620, 629–30, 655–6, 661, 664 Park Royal hotels 418 Park, J H 398 Park, J W 540 Park, J Y 204 Parker, A., 385, 403, 589 Parsa, H G 7, 80, 544, 565 Paulsen, N 366 Pavlovich, K 219 Pearce II, J A 366 Peattie, K 245 252 Pechlaner, H 54 494 Pehrsson, A 53 Pemberton, J D 347–8, 462 Penrose, E 570 Perdiguero, J 269, 280–1 Perles-Ribes, J F 529 Peters, M 54, 88 Peters, T J 474, 505, 572 Petersen, T., 425 Petrick, J F 102 Pettigrew, A 503 Petts, N 80 Pforr, C 64 Philippines 326, 332, 337, 528, 532 Phillips, P A 14 Phoenix USA 417, 631 Piccoli, G 279 Pickett, B 232 Strategic Management.indb 705 Pike, S 209, 211 Pine, R 413, 529, 646 Pizza Hut see Yum! Brands Plog, S C 204 Plymouth UK 409 Poland 357 Poon, A 61–2, 92, 94, 94, 95–6, 245, 339, 342–3, 344, 363, 371, 589, 676 Porter, M.E 53, 76, 78, 92, 94, 94, 263, 265–6, 266, 279, 281–2, 284, 292, 323, 329, 329, 340–3, 350, 402, 435, 521, 529–33, 531–2, 536, 543–4, 554, 563, 567, 569, 572 Portugal 139, 194, 596 Potter, A., 528–9 Powers, E L 24–6 Powers, T L 7, 207, 473–4 Prague Czech Republic 408, 457 Pratt and Whitney aero engines 273 Premier Inn hotels see Whitbread plc Prentice, R 456 Preston, C A 191 Preston, L E 35 Preussag see Tui Pride, R 209 Pritchard, A 209 Puerto Rico 644 Pugh, D S 138 Purdie, T 281, 523 Purkayastha, S 360 Pyle, S 38, 342, 360, 420, 421, 440, 446, 455, 480, 502, 522 Qatar 219, 457; Qatar Airways 219, 222, 588, 596 Qu, H 266 Qu, R 270 Quebec City Canada 129 Queensland Australia 161, 212, 212, 586–7, 601–18; Tourism and Events Queensland (TEQ) 212, 601, 606–7, 610–11; Queensland Tourist and Travel Corporation (QTTC) 602 Quinn, B 525 Quinn, J.B 341, 350, 498, 568, 571 705 Radisson hotels see Carlson Rahman, R 100 Raich, F 54 Raj, R Rajan Varadarajan, P 101 Ramada hotel see Wyndham Worldwide Ramayah, T 279 Ramón-Rodríguez, A B 529 Ranchhod, A 191–2, 202, 206, 213 Rangan, U S 396–7 Rankin, J 446 Rashid, T Raval, A 626 Raven, P 626 Red Roof Inns see Accor Reed Exhibitions 379, 385–6, 440, 586–7, 651–665 Reichheld, F E 107 Reid, R D 191 Rein, I 191 Reis, V 281 Reisinger, Y 138 Relais and Châteaux (hotels) 417 Ren, L 125 Renaissance hotels see Marriott Republic Airways 416 Rese, M 292 Rezidor see Carlson-Rezidor Ribes, J B C 284 Richards, G 129 Rieple, A 32, 98–9, 297, 308, 313, 425, 437, 503, 514, 526, 528–9 Rio de Janeiro Brazil 128, 253, 454, 543 Ritchie, B.W 64 Ritz-Carlton hotels see Marriott Ro, H 116–7 Robbins, D K 366 Robertson, C 258 Robertson, M 209 Rockart, J F 296 Rodriguez, A R 284 Roijakkers, N 279 Rolls Royce aero engines 273 Root, F R 544 Roper, A 104 Routledge publishing see Informa Royal Brunei Airlines 398 16/12/2014 09:52 706 INDEX OF NAMES Royal Caribbean Cruise Lines (RCCL) 335, 381 Royal Host hotel group 380, 413, 440 Rugby (sport) 542–3 Ruhanen, L 113 Rumelt, R P 263, 279, 392, 569 Rundle-Thiele, S R 202 Russia 63, 194, 383, 386, 442, 457, 545–6, 551, 553, 559, 653–4, 659, 668, 672 Ruzzier, M.K 49 Ryan, C 137, 211, 445, 565 Ryanair 66, 130, 215, 281, 331, 334, 446, 495–6, 531, 586–7, 619–22 Ryans, A 280 Sabena airlines 280, 366, 593 Sabre (GDS); 249–50, 331, 397–8, Travelocity travel search engine 250, 331, 398 Saga holidays 195, 203, 363, 440 Sahin, S 209 Saias, M A 487 Saint Petersburg Russia 457 Sallis, J 520, 522, 641–2 Saltelli, A 459 Samuel, J 453 San Francisco USA 282, 337, 408, 628, 630–1 Sanchez, R 76, 80, 350, 564, 570 Sanchez-Bueno, M J 487 Sasser, W E 100–2, 101, 506 Sattelberger, T 500 Saudi Arabia 194 Sauerwein, E 494 Saunders, A 674–5 Saunders, J 226 Sautter, E T 37 Scandic hotels 253–4 Scandinavian Airline System (SAS) 99, 117, 398, 405, 620 Scarborough UK 220 Schlesinger, L A 100–102, 506 Schmitz, B 233, 282 Scholes, K 38, 342, 360, 420, 421, 441, 446–7, 455, 480, 502 Schrimpf, M 282 Schroder, B 572–3 Strategic Management.indb 706 Sciarini, M 114 Scott, D G 115 Scott, E M 459 Scott, N 211, 212, 604 Seabourne cruise line see Carnival corporation Seattle USA 387, 408, 630 Seetaram, N 455 Segal-Horn, S 523–5, 524 Senge, P M 348 Seo, H J 540 Seoul Korea 129, 540 September 11th terrorist attacks 65 Seristö, H 279 Shanghai China 125–6, 277, 386, 407, 613, 616–7, 628–30 Shangri-la hotels 415, 551, 630, 648 Shanley, M 420 Shapiro, B P 207 Sharma, D D 520, 522, 641–642 Sharpley, R Shaw, G 102, 347, 553 Sheffield UK 409 Sheldon, P J 305 Shen, H 125 Sheng, L 276 Shenyang China 616 Shenzhen China 616 Shepherd, R 7, 220 Sheraton hotels see Starwood Shibli, S 354 Shin, H W 540 Shoemaker, S 209, 394 Short, J C 286, 292 Shulmann, L E 78, 344, 346 Sidhu, J 26 Sigala, M 114 Siller, L 88 Simanic, B 253 Simons-Kaufmann, C 289 Sinclair, M T 54 Singapore 138, 139, 162 194, 219, 398, 494, 527, 529, 536, 542, 554, 612, 646, 652; Singapore Airlines 151, 167, 271, 340–1, 398, 596 Singh, H 392, 396 Sinha, I 136 Siquaw, J A 50 Sismanidou, A 249 Sivakumar, K 544, 641 Skogland, I 50 Skyscanner travel search engine 553–4 Skyteam airline alliance 399, 537, 588, 596, Skywest inc 380, 416, 440; ExpressJet 416; SkyWest Airlines 416 Slattery, P 104 Sloan, P 289 Slovenia 540 Small Luxury Hotels of the World 104, 233, 417 Smeral, E 284–5 SMG venue and events management 380, 406 Smith, K 111, 115 Smith, W R 197 SNECMA aero engines 273 Snow, C C 136–8, 137, 484–5 Sodexo, 415 Sofitel hotels see Accor Söllner, A 292 Solnet, D J 366 Song, H 57 Song, M 136 Sørensen, F 463 Soteriades, M D 94 South Africa; 62, 194, 543, 657; South African Airways 167, 596 South Korea see Korea Southwest Airlines 46, 129, 133, 264, 267, 281, 333–4, 384, 446, 620 Sowrey, T 223 Spain 81, 160–1, 192, 194, 218, 220, 269, 273, 281, 305, 386, 398, 412, 457, 657, 659 Spector, B 503 Spencer A 119, Spencer, T 233, 282 Sri Lanka 64, 114 St Louis USA 411 Stabler, M 54 Stacey, R.126 Stalk, G 78, 344, 346, 506 Star airline alliance 167, 170, 384, 389, 419, 537, 588, 596 Star cruise line 379, 386, 440 Starwood Hotel Group 114–5, 337, 415, 420, 631, 633, 647; 16/12/2014 09:52 INDEX OF NAMES Le Meridien 114, 337, 415; Sheraton 114, 274, 337, 415, 624, 630; W hotels 337–8; Westin 114, 337, 624, 630; includes Starwood brands Four Points and St Regis Sterling, J U 207 Stickdorn, M 54 Stokes, D 231–2 Stokes, R 120, 279 Stone, R A 28 Stonehouse, G xvii, 221, 347, 348, 462, 523, 529 Stronza, A L 59 Suárez, F F 219, 463 Sundbo, J 463 Sunderland UK 62 Sunvil holidays 96, 338 Swanson, S R 119 Swarbrooke, J 196, 225 Sydney Australia 21–2, 37, 527, 529, 630, 655 Szymanski, D M 101 Tafur, J 249 Taiwan 306 612, Takeuchi, H 642 Tap Portugal airlines 596 Tapper, R 57 Tavitiyaman, P 266 Taylor, I 674, 677 Taylor, L 410 Taylor and Francis publishing see Informa Teixeira, R 258 Tellis, G J 548, 549, 551, 642 Tennessee USA 282, 366, 512 Teo, E 646 Teo, P 525 Teo, S 408 Thailand; 59, 64, 114, 219, 364, 612; Thai Airways 271, 596 Thayer Lodging Group 624 Thea Sinclair, M 270 Thomas Cook plc 6, 53, 57–9, 58, 96, 104, 158, 249, 269, 332, 368, 380, 391–2, 423, 440–1, 536, 564, 586–7, 666–79 Thomas, R 54 Thrifty car rental 419 Tianjin China 616 Ticketmaster see Live Nation Strategic Management.indb 707 The Times (newspaper) 496, 621 The Financial Times (newspaper) 403, 496, 625 Tkaczynski, A 120, 202 Todeva, E 395–7 Toh, R S 49–50 Tokyo Japan 407, 457, 630, 655–6 Topham, G 496 Toronto Canada 133, 408, 413, 457, 670 Trailfinders travel agents 336 Travel Corporation 203; Contiki Tours 203, 238 Travel Solutions International (TSI) 534 Travelocity see Sabre Travelodge UK, 355, 413 Tribe, J 527, 566, TripAdvisor Media Group 331, 418 Tsai, H 153, 277 Tsai, S P 527 Tsang, N K 127 Tse, E C 14, 494 Tsiotsou, R H 198 Tsogas, M H 234 Tuch, C 389, 394 Tui plc; 38, 53, 57, 104, 263–4, 267, 269, 282, 332, 348, 391–2, 421, 536–7, 545–6, 552–3, 668–71, 674; First Choice 282, 391–2, 421, 669–70; Preussag 670; Thomson 92, 264, 421, 668–70 Tum, J 51, 245 Tunisia 158, 673 Turkey 194, 215, 281, 457, 659, 674; Turkish Airlines 596 Tushman, M L 486 Twining-Ward, L 59 UBM exhibitions 654, 660–1 Ueno, A 116 Ukraine 194 Underdown, B 451 Uniglobe Travel International 534 United Airlines 98, 99, 167, 222, 415, 419, 443, 596 United Arab Emirates (UAE) 707 193, 194, 219, 355, 403, 588, 658–9 United Kingdom (UK) 53, 57, 58, 59, 69, 81–4, 92, 96–8, 104, 111, 138, 139, 152, 158, 160–1, 171, 176, 179, 183–4, 194, 195, 203, 206, 210, 251, 263–4, 268–9, 273, 277, 282, 289, 294–5, 319–20, 332, 345, 354–358, 363, 370, 385, 403, 409, 413, 415, 424, 453, 534, 545 551, 586, 590, 654, 658–9, 660–61, 668–71, 674, 679 United Nations 6, 113, 539, 614, 625, 675; International Civil Aviation Organization (ICAO) 539, 597–8; International Maritime Organization (IMO) 539; UNESCO World Heritage Sites, 282, 289, 306; United Nations World Tourism Organization (UNWTO) 6, 113, 614, 625, 675 United States (USA) 48, 54, 62, 65, 83–4, 85, 104, 114, 129–30, 133, 138, 139, 160, 193, 194, 206, 256, 264, 270, 273–4, 281, 293, 331, 366, 386, 402–3, 406, 408, 412, 415–6, 423, 439, 446, 459, 506, 508, 536, 539–40, 543, 589–91, 596, 612, 617, 634–4, 628, 633, 640, 652–3, 659, 661; Airline Deregulation Act 256, 384, 589; Yellowstone National Park 270; Yosemite National Park 270 Universal WorldEvents 345–7 Urbano, D 140 Usakli, A 211 Uslay, C 101 Utterback, J M 463 Vaidyanath, D 45 Vancouver Canada 512, 534 Varadarajan, R 98, 101–3 Vargo, S L 102–3 Vasquez, C J 80 Vietnam 214, 326, Vietnam Airlines, 596 16/12/2014 09:52 708 INDEX OF NAMES Virgin airlines 380, 403, 440, 597–8, 605, 615 Von Hippel, E 224 Voyer, J 498, 568, 571 W hotels see Starwood Wahab, S 281, 284–5, 529, Walker, J R Wall, G 456–7 Walsh, D 572 Walters, P 529 Wang, C 270 Wang, H 426 Wang, J 64 Wang, S W 594 Wang, Y 279, 425, 642 Wanhill, S 7, 220 Wardrop, K M 209 Waterman, R H 474, 505 Waters, J A 437, 461 Webb, C 296 Weiermair, K 119 Weinstein, A 202 Welsh, J 140 Wembridge, M 674 Wensley, R 226 West, J 415 WestJet 129, 133–4 Wheelen, T L 365–6 Whipp, R 503 Whitbread plc 283–4, 294–5, 355–6 ; Premier Inn hotels 97, 215, 283–4, 294–5, 355–6, 358, 440; Costa coffee 294–5, 355 White III, G O 544 White Lodging 624 White, B 507 White J 140 Whitfield, J 220 Strategic Management.indb 708 Whitla, P 529 Whittington, R 38, 342, 360, 420, 421, 441, 446, 455, 480, 502, 572, 572 Wild, J 495–6 Wilkes, F 453 Wilkinson, T J 404, 544 Williams, A M 102, 347, 553 Williams, L S 26 Williamson, D 138 Wilson, D 474 Wilson, D F 207 Wilson, K 366, 412 Wilson, M.C 119 Wind, Y 523 Winsor, R D 101 Winston, W 198 Wirtz, J 340 Withey, L 6, 59, 564 Wöber, K W 170 Woods, R H 114 World Heritage Sites see UNESCO World Monuments Fund (WMF) 289 World Trade Organization (WTO) 525, 539 World Travel and Tourism Council (WTTC) 112, 289 World Travel Market (WTM) 381, 385, 657, 663–4 Worldspan (GDS) 250, 397–8 Wright, M 286 Wu E 112 Wyndham Worldwide hotel group 292–3, 293, 413, 420, 420, 624, 633, 640, 644–5, 647, 649; Days Inn, 125, 293, 355, 445, 586–7, 624, 640–9; Howard Johnson hotels and restaurants 293, 624, 640, 645; Ramada hotels 293, 355, 624, 640, 645; Travelodge 293, 380, 413, 645; includes Wyndham brands, Canvas Holidays, Hoseasons and RCI Wuhan China 616 Xiao, Q 125, 426 Xiamen China 616 Xu, H 270 Xu, Y J 409 Yan, X P 409 Yanes-Estévez, V 258 Yang, L T G 652 Yeoman, I 191, 459 Yeung, S 27 Yin, X 420 Yip, G S 521, 529, 533–6, 533, 541–2, 554 Yordanova, D 140 Yoshino, M M Y 396 Young, S 553 Yu, C 398 Yu, L 445, 550, 647–8 Yum! Brands 380, 440–1 411; KFC fast food 411; Pizza Hut 411, 534 Zahari, H 100 Zehrer, A 54, 103–4 Zeithaml, V A 102, 120–1 Zhang, A 281 Zhang, G 277 Zhang, H Q 112 Zhang, X 57 Zheng, T 277 Zientara, P 253 Zucchella, A 88 16/12/2014 09:52 ... for tourism, hospitality and event organizations 322 11 Strategic methods for tourism, hospitality and event organizations 377 12 Strategic evaluation and selection for tourism, hospitality and. . .Strategic Management for Tourism, Hospitality and Events Strategic Management for Tourism, Hospitality and Events is the must-have text for students approaching this... Chapter Strategy and strategic objectives for tourism, hospitality and event organizations Introduction to strategy for tourism, hospitality and events Strategy in tourism, hospitality and events (THE)