INDEX

Page numbers in bold type referto main entry.

3 Rs, 133, 1354Cs, 100

costs, 100consumers, 100convenience, 100communication, 100

4Ps, 98-100, 159price, 98place, 98, 254promotion, 98

7Ps,98-100process, 100people, 100physical evidence, 100

AAAdvantage, 92, 231Abacus, 239ABTA, 269, 276Accor, 200, 201, 205, 206acquisitions, 13,14-15,205,206,

208,216see also mergers and

acquisitionsAction Plan for Sustainable

Tourism, 19adaptation

see global marketing strategiessee product adaptation

adventure tourism, 72, 122,274,307,308

adverse discrimination, 13

advertising, 66, 68, 69, 81, 96, 98,101,102,117,126,162,169,171,188,192,194,267,269,274

AEDAVE,269Afghanistan, 46Africa,202,302,307Agenda 2010, 23Agenda 21, 121, 122,123, 138Air 2000, 282Air Canada, 98, 99, 230, 237Air Charter International, 229Air France, 227, 229, 235, 239Air Miles Awards, 233Air Russia, 237Airbus, 235, 313aircraft manufacturers, 313, 314airline marketing, renewing the

fleet strategy, 235airport gates, 228airport lounges, 18airport organisation strategies,

227-8airports

Atlanta, 227Chicago, 227Dallas, 227Denver, 227Heathrow, 230Paris (Roissy Charles de

Caulles), 227-8,230St Louis, 227Stansted, 229

Airtours, 14-15,250,252,254,282

317

INDEX

318

Alitalia, 237, 239All Nippon Airways, 234alliances, 23, 24, 26, 30, 33, 205,

208,296,313airlines, 65, 216, 236see also strategic alliances

Amadeus,241,244,268Amadeus/System One, 239, 240American Airlines, 92, 221, 227,

230,237,239,314seealso AAdvantage

American Express, 22, 23, 32,113,233,254,293

American MarketingAssociation,S

ANA Investment Group, 16Andaman Islands, 19Ansoff 1., 27, 76-7AOM ,237Apollo, 113, 260Argentina, 201arrival and departure time

blocks,225-6,228Aruba, 187, 188Ashridge Consulting , 40-1Asia, 209, 301, 308, 312, 314Asia /Pacific, 204, 217, 218, 219Association of South East Asian

Nations (ASEAN), 13associations, 252ASTA, 269, 270-1attack strategy, 86

see also strategy, marketchallenger

attitude, 47, 61, 66, 67, 69-71,150, 151, 153, 154, 165, 170,186,204,287

attitude-behaviour gap, 126,127

audits see marketing audits;environmental audits

augmented product, 52-3 , 152,162, 171see also supplementary

services

Australia, 23, 44, 67, 75, 84, 139,218Australian Tourist

Commission, 84, 194Austria, 24, 252Austrian Airlines, 234, 237

BBahrain, 203Baker, M, 27, 37, 60, 78, 89Balair, 229Barcelo, 293bargaining power of buyer, 291bargaining power of suppliers,

62,281bargaining power of customers,

62,288,281barriers,

commercial, 224, 280political, 224

barriers for entry to markets,224,228

Bass,44,185,204,206BOO Hospitality Consulting,

201Belgium, 12,22,284benchmarks, 59,132Benidorrn, 71bilateral agreements air

transport industry, 222, 229Black Sea Tourism Group, 306Boeing, 233, 235,313Boston Consulting Group

(BCG), 54-5, 285Brackenbury, M., 71brand management, 81branding destinations, 190-2branding, 84-5

hotel industry, 209-10, 312brands, 86,210, 312Brazil, 71, 160, 161Britannia, 32, 282British Airways (BA), 171, 221,

229,233,235,236,237,239,314green strategies, 135

British Rail, 171British Telecom, 111British Tourist Authority (BTA),

184, 185, 187, 189, 190, 194Brymon, 237BTA, see British Tourist

Authoritybudgetary control, 30budgets, 103, 104, 185, 187, 192,

255,311Bulgaria, 149Butler R., 49

Ccabotage, 221, 222Calgary model, 56-9Campbell, Andrew, 40Canada, 75, 138, 139, 201, 218,

240,303Canadian Airlines, 237Caribbean, 51, 62, 81, 174, 183,

184,188,201,303,307Carlson Wagoniit, 30, 254, 293,

294casinos, 210, 312Cathay Pacific, 237CD-ROM brochure, 310Central Reservation seeCRS

Systemschannel control, 259channellength,257channel management, 254-5,

258--60channel relationship, 249, 256Channel Tunnel, 282charter airlines, 32, 81, 216, 223,

229Chartered Institute of Marketing

Travel, 111, 184Chicago Convention, 10,216, 222Chile, 201

SWOT analysis, 72-3China, 19,201,302Cityflyer Express, 237Club Mediterranee, 17,81-3,250cluster analysis, 63

INDEX

co-opetition, 21, 91code sharing, 216, 236-7commercial agreements airlines,

236commissions, 101,267,268,272,

274,278,279,280,281,289,297communication life cycle, 187-8competitive advantage, 14, 40,

56,101,151,152,153,154,256competitive analysis, 45, 50-2competitive position, 53-9, 60,

86,89-90,98,281com piementors, 33, 49, 50, 51,

91,92,95competence and culture

building, 30computer modelling, 116-17concentration, 23, 111, 203, 212,

221, 236, 250, 292Congo, 19consolidation

tour operator sector, 251hotel industry, 200, 205--6, 207,

209,312consumer analysis, 45, 286consumer behaviour, 66-71Continental airlines, 237controlling the plan, 104Cooper, c, 20, 160, 171, 172,253corporate growth, 201corporate strategy, 29-30,37cost leadership, 86, 88, 111, 112Costa Rica, 19, 172coupon response, 194Crossair, 235CRS, 24, 216, 260, 261, 266, 268,

295single access systems, 241

cruising, 21, 54, 268, 308cultural tourism, 308customer analysis, 313customer care, 100, 161, 171customer expectations, 163, 171customer loyalty, 92customer profiling, 115Czech Republic, 302

319

INDEX

320

Ddatabase marketing, 116-17Days Inns, 201decision-making

complex decision-makingprocess, 66

consumer, 66-8Delphi survey, 301Delta airlines, 221, 227, 237, 239Denmark, 125deregulation, 22, 163, 267

air transport, 216, 220-4, 236,313

Europe, 223-4US, 222-3

destination, defined, 183destination marketing

agencies, 186, 193branding, 190-2market segmentation, 192-3monitoring and evaluation,

193-4objectives and targets, 189

destination prosperity, 57Deuche BA, 237diagonal integration, 22, 30,

32-3see also vertical integration;

horizontal integrationdifferentiation, 21, 24, 48, 86, 87,

88,89,102,111,114, 117, 163,192,200,235,290,291,297

direct mail, 116diseconomies of scale, 280disintermediation, 114,280

see also E-commerceDisney World, 308, 309Disneyland Europe, 191,308distribution, 8, 32, 45, 47, 66, 84,

96, 98, 99, 100, 101, 102, 112,113,115,152,234,244,256

distribution chain, 257distribution channels, 54, 96, 98,

152,187,192,235,250,255,265electronic, 112

distribution network, 55

distribution system, 96, 257,265-6,267

diversification, 22, 53, 78, 83, 87,139,305air transport, 216, 229-30

Durban, 77

EE-commerce, 112-15

disintermediation, 113corporate market, 113cost reduction, 113customer focus, 113

E-tickets, see electronic ticketsEast Asia and Pacific, 199,302Easy]et, 230, 235, 288EC, 123, 127EC Directive on Package Travel,

257economies of scales, 24, 26, 29,

32, 88, 96, 120,201, 202, 203,208-9,250,280

economies of scope, 26, 32, 96eco-tourism, 19, 122, 136,138-9,

307,310Ecuador, 19'edutainmenf,310efficiency, 45, 48, 55, 57, 82, 86,

100,104,135,136,257Egypt, 19,203,235electronic channels, 277electronic distribution, 99, 111,

266,305electronic ticketing, see under

electronic ticketselectronic tickets, 47, 99, 150,

273,274,276,277,310electonic trade, 266

see also E-commerceemail, 115emergency strategy, 29empowerment, 159, 163, 166environmental audits, 125, 129,

131-2environmental indicators,

129-31,139

EU, 13,223,224,236,303Euro, 200, 282Eurod isne y, 82, 191

see also Disn eyland EuropeEurope, 174, 189, 199,200, 201,

204, 209,217,221 , 233,241,301, 302, 303,312, 314

European Community, 122, 124,127, 269see also EC

European Touri sm Commission(ETC), 183, 184, 185

European Unio n, see under EUexhibition, 194, 307expe rt opinion, 75extern al clients, 168external market ing, 168, 169,

171, 176

FFar Eas t, 62, 303Fayos-Sola, E., xix, 152FFP,see under frequent flyer

programmesfifth freed om rights, 10, 221, 222Finland, 21, 124Firs t Choice, 282Florida, 308focus st ra tegy, 86, 87, 111forecasting methods in tourism ,

74--6foreign market en try stra tegies,

12-20Four Seasons Hot els, 205Fra nce, 10, 22, 58, 81, 127,200,

201, 204, 218,251, 282franchise systems, 210franchises, 200, 208, 210, 237,

259,288,290,293,295,311franchisi ng , 199, 201, 205, 208,

212seealso licen sing

freedo ms of the ai r, 222freq ue nt flyer prog ram mes 68,

230-3seealso loyalt y

INDEX

freq ue nt flyer part nershi psprograrnmes, 231- 2, 237-8

GGalileo Int ernation al, 239, 241,

268'gadget boy', 111, 112games, 90, 92, 95

co-operative and non­co-operative, 90perception, 94seealso PARTS

ga me theory, 86, 90-5gaming, 206, 208, 210, 312ga p in the market, 79GDS, 23, 112, 115, 216,224,

238-44,266,268geographica l d istrib ution,

239--41Internet, 243--4regula tion, 241-2tourism commercialisa tion,

241-2travel agents, 238, 240, 295

GEBTA, 293Ge nera l Agreement on Trade in

Services (GATS), 311geogra phica l d iversification, 305Germany, 97, 124,201,218,235,

251,252,302Gha na , 19Gilb er t, 0 .,38, 160, 163, 171Glasgow, 188Globa l Dis tribution Sys tems ,

see under GDSgloba l expansion, 204, 205, 211,

212globa l marketing stra teg ies, 96--7

ada pta tion, 96standardisatio n, 96

globalisation, 22--4, 26, 30, 145,151-2, 173, 224,267,308,315ho tel industry, 200, 312see also internationalisa tio n

GO, 229, 238Go Voyages, 229

321

INDEX

322

Going Places, 282Great Britain, 127Grecotels - green strategies,

135-6green alliances, 136, 137-8green consumer, 126, 127, 128green consumerism, 126-7Green Globe, 124, 125, 137green marketing, 136-7green strategies, 132-9Greenpeace,138Cronroos, c, 168growth strategies

hotel sector, 207, 312planned growth, 295retrenchment, 295sta tus quo, 295travel agency sector, 291-5,

297Gulf war, 46, 279

HHakon Viajes, 291-2 , 293Hales, c, 163, 164, 165, 170, 171Handszuh, H., 306Haw aii, 42-3, 186HCIMA, 124high involvement products, 66,

67,68Hilton , 125, 161, 199, 204, 206,

207,209,210,312Holiday Inn, 16,47,49, 125,209holiday shops, 251Honduras, 188Hong Kong, 201, 207, 219, 234,

304hor izontal integration, 30, 32,

250,253,262,268,293see also vertical integration;diagonal integration

hospitality sector, macro­economic environment, 202

hub and spoke, 29, 216, 224-8,230

human capital, 145, 154

human resources, 145-54globalisation, 151-2stra tegic alliances, 152sus tainability, 152technology, 150

human resources strategies,15Q-4

Hungary, 149Hyatt International, 200

IIATA,218Iberia, 239ICAO, 217, 241image, 20, 26, 70, 72, 78,82, 83,

84,94, 100, 115, 138, 145, 148,154,162,203,235,269,274,293,295,305,306,310destinations, 187- 8, 189, 191tourism employment, 148-50

import barriers, 29Ind onesia, 304industry lifecycle, 199Information technology (IT), 65,

153,111,265,276-7,287InterContinental Hotel Group,

125,1 99,204,206intermediaries, 250, 251, 254,

255,256,257,259,261,267intermediation, 255, 261internal client s, 168, 185, 193,

195internal marketing, 159-76international marketing, 9-21,

47, 187, 190, 216, 235, 244definition, 7

internationalisation, 22, 26, 31,33, 199, 216, 221see alsoglobalisation

Internet, 16,47, 112, 115, 150,243-4,265,266,272,275,277,281,284,288,294, 305,310,313

Iraq, 46, 203Irish pubs, 96, 97

ISO Qu ality Standa rds, 94IT, see under informa tion

technology

JJAL,234Jap an , 12, 201,235, 302, 309Jap anese Rocket Society, 310Jet Tour, 229Jord an , 203

KKenya, 174,203kiosks, 99, 265, 277KLM, 221, 229, 237, 239know-how, 15, 18, 19,29,96,11 7,

273,289, 303, 313Korea, 304Kotler, P., 52, 56, 60, 75, 78, 88,

89, 104, 163, 168, 169Kuoni, 10,250

Llabour, 6, 14, 20, 46, 47,86, 117,

145, 148inverted labour triangle,167

labour flexibility, 147labour markets, 80, 147Ladbrooke pic, 200, 204, 211Laker Airways, 216Las Vegas, 62, 87, 210, 312Latin Am erica, 18, 72, 73,199,

209, 303, 312, 314Lauda Air, 237Least Develop ed Countries

(LDC), 304Lebanon , 19,46,47,279Lele, M., 50, 92liberalisation , air transport, 216,

220--4,229licensing, 13, 15-1 6,46,137,199lifestyle, 60, 66, 83, 87, 126, 127,

286, 310, 315Lifting the Fog, 94Loganair, 237London , hotel market, 202

INDEX

low involvement products, 61,66,67,68

low-cost airlines , 216, 229, 230low-cost lead ersh ip, 111

see also overa ll cos t leadersh iployalty, 51, 54,61,65,68,92, 101,

117, 147, 208, 210, 230, 233,235,267,297, 312see also frequent flyer

programmesLTU, 251Lufthan sa, 18, 221,229, 230, 236,

237,295Lunn Poly, 32, 229, 282

MMaastricht Treaty, 200Maersk UK, 237Malaysia, 304Maldives, 19management contracts, 16, 199,

201,205, 208, 212Man x Europe, 237MAPATO, 174mar ket analysis, 45, 48-50mar ket ana lysis, travel age ncy

secto r, 284market attractiveness, 49, 55-9,

285mark et extension , 78market growth, 48, 49-50 , 55,

285ma rket penetration , 78, 101, 221market share,24, 30, 32,48-9, 54,

55,56,58, 76,77,78,89,92,101,102,137,205,216,217,218,223,224,236,240,242,252,254,280,284,285,293,295, 302, 312

market stru ctur e, 48, 187market test method, 75market, the, 48marketing,

consume r-led, 25- 32definitions, definitions of

tou rism marketing, 5- 7

323

INDEX

324

definitions of internationalmarketing, 7

environ mental, social andcultural concerns , 26

operat ional , 97-103product-Ied,25societal, 126strategic thinking , 26wo rd-of-mouth, 174

marketing channels, 259marketing department, 8-9marketing focus, 7-8, 25-6marketing mix, 89, 98-103, 256marketing mix strategies, 100-3

distribution strategies, 101penetration strategies, 100-1skimming strategies, 100-1

marketing objectives, 97Marriot hotel s, 173,206Marsan s, 293Mauritius, 51McDon ald, M., 28, 76, 85, 49, 85Meet the Competition, 94'mega-carriers' , 216'mega-mergers', 236, 312mergers, hotel indus try, 209merger s and acquisition, 29, 30,

260,292hotel companies, 203see alsomergersseealsoacquisitions

Meridien hotels, 229Mexico, 201, 210micro-marketing, 116

see also relationshipmarketing

Microsoft, 113,224Middle East, 199,202,209,302,

303,308, 312Mirage Resorts Incorporated,

210mission statement, 40-4 , 76,

168,185,186,270,274see also vision statement

moment of truth, 170monopolies, 23, 215, 229, 230

mood marketing, 84-5MORl, 67, 127Most Favoured Customer,94motivation, 30, 69-71, 97, 100,

159, 164, 166, 168-70, 192, 194,204-5, 212see also pull factor s and pu sh

factorsmultinational corporations, 151multiples, 252, 253, 260Myanmar, 46

NNational Tou rist Office (NTO),

185,193,257Neckerrnann, 254, 294Nelebuff, RJ. and

Brandenburger, A.M., 91, 92,94, 95

Neth erlands, the, 124,218neutrality of systems, 241-2new technologies, 47, 99, 151,

216,265,272,275,280,281,283,287,297,313

New World hotels, 200New Zealand, 69, 75, 269, 304,

307newly industralised countries,

304-5Nicaragua, 19, 188niche, 87,102,204,253niche market airlines, 216Noorda, R , 91North America, 189,204,205,

217,221 ,222,233,241,303NorthWest Airlines, 221, 237,

239Nouvelles Fron tiere , 229, 251

aOASIS Lakeland Forest Village,

308OECD,129Olympian strategy, 29Olympic Airways, 239ONE WORLD Alliance, 237

one-to-one marketing, 116seealso relationship marketing

Open Sky, 216, 221, 222, 233Open Sky Policy, clau ses, 222- 3operationa l budget, 103operational programmes, 103overall cos t leadersh ip, 86

seealso low cost leadersh ip

p

Pacific Area Travel Association(PATA),183

Pakistan , 203Palest ine, 188, 191PARTS, 92-5

pla yers, 92added value, 92, 93rules, 92, 93--4scope, 92, 94-5tactics, 92, 94

passenger kilometres , 218past experience, 68, 70, 151peer group influ ence , 66, 70, 100perception, 47, 66, 68-9, 71, 72,

73, 94, 95, 98, 155, 162, 166,187, 190, 195

perceptual maps, 64, 79perceptual mapping, see

perceptual mapsperceptual segm entation, 63performance control, 30personality, 60, 66, 70, 286Peru, 161PEST analysis, 45, 46-8, 202Peters, T. and Waterman, R., 163,

170Philippines, 19, 304planned growth, 295Poland, 149, 186, 189, 190, 192

travel industry, 253--4Poon, A., xv, 32Porter, M., 8, 51, 86-8, 279

generic stra tegies, IIIPortugal, 124, 291, 292positioning, 10, 13, 16, 44, 78-84 ,

98, 290-1

INDEX

power, 59managerial power, 163--6negotiat ion, 272

PR, 188seealso public relations

Preserving theFog, 94price, 5, 10, 23, 31, 45, 53, 61, 66,

67, 68, 70, 78, 81, 84, 86, 88, 90,92,93, 94, 95, 98, 100, 101, 103,117,126, 168,172,189,199,206,216,21 7,222,223, 233,234,235,238, 240, 241, 244, 256, 258, 269,274,280,281,282, 283,287,288,289,290,293,297, 315

pricing strategies, 94, 96, 100-1 ,281airlines, 216, 233-4

principals, 249, 250, 257, 268,287, 296

privati sati on, 236, 313product

core product, 52-3, 290formal product, 52- 3mark eting mix, 98specificity of the tourism

product, 5-6, 160-3complementarily, 6elasticit y, 6heterogeneity, 6, 161, 166high-fixed costs, 6inelasticity of supply, 5inseparability, 6, 161, 166intangibility, 5, 162-3, 166,

169perishability, 5

product adaptation, 53product analysis, 45, 52-9, 78

travel agency sector, 285product brand, 49product class, 49product development, 17,43, 69,

78, 138,187product differentiation, 111product diversification, 305product item, 53product line , 53

325

INDEX

326

product life cycle, 102, 103, 187see also indus try life cycle

product mix, (depth, width,consistency),53

product portfolio, 53-9, 285General Electric model, 55-7

product subclass, 49productivity, 45, 47, 57, 82, 233,

280,315promotion, 20, 43, 45, 47, 55, 60,

72,73,78,81,84,96,98,100,101, 102, 116, 132, 135, 138,139,172,186,190,193,203,256,270,284,305,307,311

public/private sectorpartnership, 185, 186, 311

public relations, 40, 98, 137, 192,194

publicity, 98, 101, 112, 136, 137,187,188,192,193

pull factors , 174push factors , 174

QQantas, 234, 237quality, 6, 30, 33, 43, 53, 55, 57,

61,63,72,74,76,78,80,81 ,86, 87, 88, 90, 93, 94, 98, 100,101, 122, 126, 129, 132, 137,138, 151, 152, 153, 154, 159-76,186,209,210,235,255,274,282,289,291,297,306see also ISO Quality Standardssee also service quality

QUALITY EXCELLENCE, 237quality of working life (QWL),

159, 163quality service, 160, 161, 172,

174,175seealso service quality

Queensland, 84

RRamada Inn, 200recession in hotel industry

UK, 201, 202

US, 202Europe, 202

regionalism, 173relationship marketing, 68,117,

230,256,289,313retrenchment, 295Ries, A. and Trout, J., 78, 84Riley, M., 163, 165, 168Rio de Janeiro, 26, 161risk

tour operator sector, 257, 269rivalry, 51-2, 313Romania, 16, 76Russian Federation, 218, 254Ryanair, 230

SSabena, 237Sabre, 114,239,241,244,268sales promotion, 96, 98, 102SAS airlines, 170, 230, 237, 239SBU, seestrategic business unitScandinavia, 21, 50, 184,306Seaton, T. and Bennett, M., 7,

20,71,78,84,170,172,296segmentation, 60-5, 78, 84, 152,

173,192-3,284,287,297air transport, 216, 229-30

segmentation techniques, 63-4Seibu Saison, 204Serbia, 46service delivery, 159, 161, 166,

173service encounter, 159-76,269service gap, 162, 171service marketing, 171service quality, 153, 162, 163,

297see also quality service

SGS International CertificationOrganisation, 137

shared responsibility, 122Sheraton,206,208,210shrinking world, 151,312Sidney 2000 Olympics, 138Silk Road, 307

Singa pore, 218, 219, 304Singapore Airlines, 235, 237Sing le Euro pea n Market, 200situa tional analysis, 45, 76, 86,

187Slave Route, 307slots, 219, 227,228small- and medium-sized

enter prises , seeSMEssma rt cards, 310SMEs, 20,23-4, 244SNCF,251soft tourism , 122Sol Group, 201Sou th Africa , 183South Asia, 302, 303space tourism, 309Spain, 71, 95, 124, 127, 149, 201,

206,274,291,292speciality channelers, 257standa rdisation, 61, 96, 160, 162,

173, 223STAR Alliance, 18,237sta tistical demand ana lysis, 75sta tus quo, 295sterotyping, 70Stirring theFog, 94

'stone age man', 111, 112strategic alliances, 13, 17-18, 138,

139, 152air transport sec tor, 51, 57, 233,

236-7, 313hotel sector, 211, 212tour opera tor sector, 250, 251

strateg ic bu siness un it (SBU), 27,33, 55, 56, 57, 58

stra tegic implementation, 202strategic levers, 95stra tegic marketing

air transp or t, 215-44destinations, 183-95hospitalit y, 199-212tour opera tors, 249--61travel age ncy sector, 265-96

strategic p lanning pro cess, 39

INDEX

strategic thin king, 26, 112, 153,289

strategybusiness level, 27, 33challenge r, 89corpo ra te, 27, 29-33hybrid, 88different iat ion-based , 88followe r, 89mark et lead er, 89nicher, 89ope rational, 24pr ice-based, 88zone-X, 88

strategy formulation, 37-103strategy implementation, 85, 104supplementary services, 290

seealso augmented productSurrey Research Group, 72surveys of bu yer intentions, 75sus tainability, 121, 129, 131, 139

ecological, 122econo mic, 122mod el, 130socia l and cultu ra l, 122seealso sus tainable

developmentsus tainable de velopment, 121sus tainable tourism, defini tion,

121-2, 310sus tainable tourism

development, 139sus tainable tourism

development, definition , 121-2Swede n, 21,22, 124, 126, 306Swissa ir, 239SWOT analysis, 45,71-4

travel agency sector, 271-84

TTAANZ, 269tactics, 27, 28, 92, 94Taiwan , 304TAP Air Portugal, 237taxation, 13, 14,46

327

INDEX

328

technological ad vances, 22-4 ,315

technological innovation, 266,296

technology, 86,111-17hotel sector, 210-11tour operator sector, 260-1

telemarketing, 115, 145testing, 117Thailand, 12, 304theme tourism, 308THISCO,273Thomas Cook, 22, 30, 251, 293,

294Thomson Holidays, 32, 54,117,

251,282,294ticketless travel, 266, 267, 277Tiger economies, 217Timbuktu, 191time series analysis, 75total quality, 152, 160tourism associations, 184, 252,

257tourism employment, 145-50tourism firms

local firms , 12fore ign firms , 12outbound firms, 10

training, 160, 171, 173, 174,240travel agency

distribution system, 266, 313future, 296-7implant, 90threats to, 280tourism associations, 252

travel agentsfull -service, 251issuing, 269receiving, 269

trekking, 58, 69, 102,308Tribe, J., 27, 88TUI, 254, 294Turkey, 311TVVA,221,227, 239

UUNESCO,307United Airlines, 112, 113, 221,

227,230United Arab Emirates, 19,32United Kingdom (UK), 5, 10,

14,67, 112, 113, 116, 117, 124,127,149,190,200,204,236,249

United Nations DevelopmentPlan (UNDP) 19,303

United States, see USAUniversal Studios, 308, 309US Airways, 221USA, 23, 62-3, 81, 87, 113, 125,

127,149,174,187,200,201,204,205,218,223,240,302,306,308,311,314

Uzbekistan, 19

Vvalue net, 33, 91, 92, 95Varig, 19,237vendors, 238, 260, 261Venice, 190vertical integration, 48, 30-2,

250,262,268,293-4see also horizontal integrationand diagonal integration

Viajes Corte Ingles, 273, 274-5,293

Victoria, Australia, 84Vietnam,190virtual travel agencies, 266vision statement, 185

see also mission statement

WVVales Tourist Board (VVTB) 189,

192web sites, 224VVestin hotels, 206win-win situations, 92VVIZCOM, 273VVorld Future Society, 310

World Tourism Organisation, seeWTO

Worldspan 224, 239, 268WTO,9, 13,24, 19-20, 122, 129,

149,216,234,277,301,302,306,307,308,310

Yyield management, airlines, 216,

234Yugoslavia, 149,279

INDEX

329