The Evolution and Structure of the Inclusive Holiday Industry -- The evolution of the inclusive holiday industry -- Introduction -- Early origins -- The development of modern overseas holidays -- The introduction of jet aircraft -- The significance and effects of the modern inclusive holiday industry -- Cyclical nature of the inclusive holiday industry -- Imperatives towards company integration -- Obstacles in studying the inclusive holiday industry -- Inclusive holidays and other forms of tourism -- Recent and future developments -- Further reading -- Suggested exercises -- Analyzing the Inclusive Holiday Industry -- Systems, network and stakeholder perspectives on the inclusive holiday industry -- Introduction -- Theoretical models of the inclusive holiday industry -- The basic holiday model -- Power relationships and the growth of the inclusive holiday industry -- Interdependence in the inclusive holiday industry -- Direction and control in the inclusive holiday industry -- Systems theory -- Soft systems theory -- Stakeholders in the inclusive holiday system -- Tourism growth and destination development -- Other companies supplying tourism services -- Other destination effects -- A stakeholder analysis of the inclusive holiday system -- Service quality in the inclusive holiday industry -- Further reading -- Suggested exercises -- Service quality in the inclusive holiday industry -- Introduction -- Service theory -- Management responsibility for quality in the service sector -- Technical approaches to tourism service quality -- Customer orientation in holiday service management -- Customer satisfaction -- Managing service satisfaction -- Customer-oriented tourism management -- Managing quality -- Influencing holidaymakers' expectations of service quality -- Quality as a management strategy -- Service blueprinting -- Issues in managing holiday quality -- Further reading -- Suggested exercises -- Marketing and Distributing Inclusive Holidays -- Creating the markets for inclusive holidays -- Introduction -- Customer perspectives in marketing inclusive holidays -- Promoting holidays and destinations -- High and low involvement buying behavior -- Branding inclusive holidays -- Segmentation -- Imagery in marketing holidays -- Brochures -- Alternative prepurchase communications strategies -- The influence of travel journalism -- Further reading -- Suggested exercises -- Distributing inclusive holidays -- Introduction -- The roles of travel retailers -- Distribution channel theory -- Relationships between tour operators and travel agents -- The effects of computerized reservations systems -- Push & pull distribution strategies -- Trade associations and the regulation of the holiday industry -- Direct sales -- The contribution of retail agents to the inclusive holiday industry -- Further reading -- Suggested exercises -- Creating and Operating Inclusive Holidays -- Tour operating -- Introduction -- Packaging holidays -- Marketing inclusive holidays -- Portfolio management -- Risk in portfolio development -- Mass market package holidays -- Specialist tour operators -- Competition between mass market and specialist tour operators -- Tour operators reliance on other organizations -- Further destination perspectives on tour operating -- Pricing inclusive holidays -- Tour operators commercial objectives -- The tour operators contribution to the inclusive holiday value chain -- Further reading -- Suggested exercises -- Air charters in the inclusive holiday industry system -- Introduction -- Transport systems -- Air transport and the development of holiday destinations -- Scheduled and charter flight markets -- The origin of charter holiday flights -- Charter flight quality and passenger satisfaction -- Relationships between tour operators and charter airlines -- Airports -- Charter operations -- Costing charter flights for inclusive holidays -- The charter contract -- Regulating charter flights -- Conclusion -- Further reading -- Suggested exercises -- The Timeshare Industry -- The timeshare industry -- Introduction -- The development of timeshare -- Forms of timeshare -- Timeshare typology -- Structure of the timeshare industry -- Timeshare purchase and ownership -- Regulating the timeshare industry -- The community and economic benefits of timeshare -- Conclusion -- Further reading -- Suggested exercises -- RCI -- Adding value to the timeshare industry -- Introduction -- Origins and scope of timeshare exchange -- Membership and membership services -- The exchange concept -- Alternative exchange systems -- RCI's position in the timeshare industry -- A resort marketing problem -- Communicating with industry partners -- Managing quality standards in the timeshare industry -- Influencing future developments in the timeshare industry -- Industry leadership -- The Club Electa conference -- Staff policy -- Suggested exercises -- Glossary of inclusive holiday terminology.