Tourism Supply Chain Management

The highly competitive environment of the tourism industry has forced tourism firms to look for ways to enhance their competitive advantage. For example, there has been considerable growth in the implementation of new information technologies and the development of new commercial formats such as e-Tourism. In addition to these technological measures, one of the strategies that tourism firms could adopt to increase their competitiveness is to focus on integral parts of supply chains rather than individual firms which has been effective in the manufacturing and retail industries. Tourism products are often viewed by consumers as a value ' added chain of different service components and identifying ways to effectively manage the inter-related tourism business operations will enable tourism firms to better meet customer needs and accomplish business goals thus maintaining competitive advantage over their equally efficient rivals.This significant and timely volume is the first to apply supply chain management theories and practices in the context of tourism. By doing so the book offers insight into the relationships between tourism enterprises, how co-ordination across organizations can be effectively achieved and how business performance can be improved.The book offers comprehensive and systematic coverage of all the key issues and principles associated with Tourism Supply Chain Management including distribution and marketing activities as well as the suppliers and stakeholders involved in the provision and consumption of tourism products. The book combines essential theory and comparative international examples based on primary research to show challenges and opportunities of effective Touirsm Supply Chain Management.Written by a leading academic in the area this book will be valuable reading for students, academics and researcher of Tourism as well as those interested in Business Management, Operations Management and Logistics.

Haiyan Song is Chair Professor of Tourism in the School of Hotel and Tourism Management, The Hong Kong Polytechnic University.

List of Figures	p. viii
List of Tables	p. x
Preface	p. xi
List of Abbreviations	p. xiii
Introduction to Tourism Supply Chain Management	p. 1
Learning objectives	p. 1
Background	p. 2
Supply chain management in tourism	p. 3
Critical issues in TSCM	p. 7
Theoretical framework	p. 15
Summary	p. 23
Discussion questions	p. 23
Demand Management and Forecasting	p. 24
Learning objectives	p. 24
Introduction	p. 24
Tourism demand management	p. 25
Collaborative TSC forecasting	p. 28
Forecasting methods	p. 29
Collaborative forecasting system design	p. 39
Summary	p. 44
Discussion questions	p. 45
Tourism Supply Chain Coordination	p. 46
Learning objectives	p. 46
Difficulties with TSC coordination	p. 46
Conflicting objectives	p. 48
Costs of poor information sharing	p. 49
Coordination mechanisms	p. 50
Information sharing	p. 57
Summary	p. 63
Discussion questions	p. 64
Tourism Supply Chain Competition	p. 65
Learning objectives	p. 65
Tourism supply chain competition	p. 65
Game theory and its application to TSC competition	p. 71
Competition in a tourism supply chain	p. 76
Summary	p. 81
Discussion questions	p. 83
Chain versus Chain Competition	p. 84
Learning objectives	p. 84
Chain versus chain competition	p. 84
Game-theoretic framework	p. 85
Impact of tourism supply chain membership	p. 88
Impact of tourism supply chain preference	p. 91
Impact of cross-sector integration	p. 93
Impact of inter-sector integration	p. 96
Summary	p. 99
Discussion questions	p. 100
Tourism Distribution Channels	p. 101
Learning objectives	p. 101
Tourism supply chain and distribution channels	p. 101
Channel intermediaries	p. 103
Tourism distribution channel structure	p. 106
Tourism distribution channel development	p. 107
Tourism distribution channel members	p. 115
Summary	p. 118
Discussion questions	p. 119
Capacity and Inventory Issues in TSCM	p. 120
Learning objectives	p. 120
Introduction	p. 120
Tourism capacity management	p. 121
Overbooking strategy	p. 127
Revenue management	p. 128
Summary	p. 139
Discussion questions	p. 140
Customer Relationship Management in TSCs	p. 141
Learning objectives	p. 141
Introduction	p. 141
Definitions of CRM	p. 142
Key components of CRM	p. 144
Customer service management	p. 153
e-CRM	p. 157
Summary	p. 159
Discussion questions	p. 160
Information Communication Technologies and TSCM	p. 162
Learning objectives	p. 162
Information communication technologies and tourism	p. 162
ICT-empowered tourism	p. 164
ICT impacts on TSCs	p. 169
ICTs and tourism in China	p. 175
Summary	p. 178
Discussion questions	p. 179
Conclusions and Future Research Directions	p. 180
Collaborative TSC planning and forecasting	p. 180
TSC coordination	p. 181
TSC dynamics	p. 182
Integrated product and TSC design	p. 182
ICT-empowered TSCM	p. 183
References	p. 184
Index	p. 197
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Tourism Supply Chain Management

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