Preface vii List of Contributors xi Part One Hospitality Marketing Concepts 1 (84) Marketing hospitality and tourism experiences 3 (29) Conrad Lashley Socially responsible hospitality and tourism marketing 32 (27) Azilah Kasim Hospitality marketing mix and service marketing principles 59 (26) David Bojanic Part Two Hospitality Marketing Functions and Strategies 85 (152) Branding, brand equity, and brand extensions 87 (32) Woody G. Kim Relationship and loyalty marketing 119 (34) Stowe Shoemaker Camille Kapoor Advertising, public relations and crisis management 153 (33) Kathryn LaTour Distribution channels and e-commerce 186 (23) Peter O'Connor Service quality and business performance 209 (28) Dia Zeglat Yuksel Ekinci Andrew Lockwood Part Three Hospitality Consumer Behavior 237 (144) Motivations, attitudes, and beliefs 239 (27) Alan D. Bright Travelers' information search behavior 266 (30) Dogan Gursoy Christina G. Chi Customer satisfaction, service failure, and service recovery 296 (28) Anna S. Mattila Heejung Ro Experiential consumption: Affect - emotions - hedonism 324 (29) Karl Titz Psychology of pricing: A review and suggestions 353 (28) H.G. Parsa David Njite Part Four Destination Marketing 381 (90) Destination branding and marketing: The role of marketing organizations 383 (29) Chris Ryan Huimin Gu Push-pull dynamics in travel decisions 412 (28) Muzaffer Uysal Xiangping Li Ercan Sirakaya-Turk Group decision making 440 (31) Alain Decrop Part Five Special Topics 471 (77) Internal marketing 473 (28) Michael Davidson Strategic alliances 501 (23) Karin Weber Prakash K. Chathoth Research on the casino industry 524 (24) Kathryn Hashimoto Index 548.