List of Figures .............................................. viii
List of Tables .................................................. x
Preface ........................................................ xi
List of Abbreviations ........................................ xiii
1 Introduction to Tourism Supply Chain Management .............. 1
Learning objectives .......................................... 1
1.1 Background .............................................. 2
1.2 Supply chain management in tourism ...................... 3
1.3 Critical issues in TSCM ................................. 7
1.4 Theoretical framework .................................. 15
1.5 Summary ................................................ 23
Discussion questions ........................................ 23
2 Demand Management and Forecasting ........................... 24
Learning objectives ......................................... 24
2.1 Introduction ........................................... 24
2.2 Tourism demand management .............................. 25
2.3 Collaborative TSC forecasting .......................... 28
2.4 Forecasting methods .................................... 29
2.5 Collaborative forecasting system design ................ 39
2.6 Summary ................................................ 44
Discussion questions ........................................ 45
3 Tourism Supply Chain Coordination ........................... 46
Learning objectives ......................................... 46
3.1 Difficulties with TSC coordination ...................... 46
3.2 Conflicting objectives ................................. 48
3.3 Costs of poor information sharing ...................... 49
3.4 Coordination mechanisms ................................ 50
3.5 Information sharing .................................... 57
3.6 Summary ................................................ 63
Discussion questions ........................................ 64
4 Tourism Supply Chain Competition ............................ 65
Learning objectives ......................................... 65
4.1 Tourism supply chain competition ....................... 65
4.2 Game theory and its application to TSC competition ..... 71
4.3 Competition in a tourism supply chain .................. 76
4.4 Summary ................................................ 81
Discussion questions ........................................ 83
5 Chain versus Chain Competition .............................. 84
Learning objectives ......................................... 84
5.1 Chain versus chain competition ......................... 84
5.2 Game-theoretic framework ............................... 85
5.3 Impact of tourism supply chain membership .............. 88
5.4 Impact of tourism supply chain preference .............. 91
5.5 Impact of cross-sector integration ..................... 93
5.6 Impact of inter-sector integration ..................... 96
5.7 Summary ................................................ 99
Discussion questions ....................................... 100
6 Tourism Distribution Channels .............................. 101
Learning objectives ........................................ 101
6.1 Tourism supply chain and distribution channels ........ 101
6.2 Channel intermediaries ................................ 103
6.3 Tourism distribution channel structure ................ 106
6.4 Tourism distribution channel development .............. 107
6.5 Tourism distribution channel members .................. 115
6.6 Summary ............................................... 118
Discussion questions ....................................... 119
7 Capacity and Inventory Issues in TSCM ...................... 120
Learning objectives ........................................ 120
7.1 Introduction .......................................... 120
7.2 Tourism capacity management ...........................
7.3 Overbooking strategy .................................. 127
7.4 Revenue management .................................... 128
7.5 Summary ............................................... 139
Discussion questions ....................................... 140
8 Customer Relationship Management in TSCs ................... 141
Learning objectives ........................................ 141
8.1 Introduction .......................................... 141
8.2 Definitions of CRM .................................... 142
8.3 Key components of CRM ................................. 144
8.4 Customer service management ........................... 153
8.5 e-CRM ................................................. 157
8.6 Summary ............................................... 159
Discussion questions ....................................... 160
9 Information Communication Technologies and TSCM ............ 162
Learning objectives ........................................ 162
9.1 Information communication technologies and tourism .... 162
9.2 ICT-empowered tourism ................................. 164
9.3 ICT impacts on TSCs ................................... 169
9.4 ICTs and tourism in China ............................. 175
9.5 Summary ............................................... 178
Discussion questions ....................................... 179
10 Conclusions and Future Research Directions ................. 180
10.1 Collaborative TSC planning and forecasting ............ 180
10.2 TSC coordination ...................................... 181
10.3 TSC dynamics .......................................... 182
10.4 Integrated product and TSC design ..................... 182
10.5 ICT-empowered TSCM .................................... 183
References .................................................... 184
Index ......................................................... 197
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