Papers
If you have been unable to attend or are simply interested in the papers of Leisure 2006, you can now purchase them online.
Part 1: DISCOVERING THE EXPERIENCE
Transforming leisure with ethnography
Caroline Gibbons-Barry, Scott Moshier, PortiCo Research, USA
Karen Hofman, PortiCo Research, Canada
Innovation in cruise ship entertainment
The COSTA CROCIERE case study
Emiliano Romano, TNS Infratest, Italy
Marco Ottaviani, Costa Crociere, Italy
Dynamic segmentation in the travel industry
Florian Bauer, Vocatus, Germany
Markus Orth, L’TUR, Germany
Part 2: BUILDING THE EXPERIENCE
Building a hotel brand: How a business class hotel discovered its brand DNA
Grupo Posadas and the Fiesta Inn Brand reinvent the business traveler experience
Javier Barrera, Grupo Posadas, Mexico
Zachary Conen & Robert Rush, LRA Worldwide, USA
What guests want from a hotel
Using predictive research analytics optimising MyTravel’s property portfolio
Tamsin Jenkins, Sam Gardner, Nunwood, UK
Louise Holt, MyTravel Ltd, UK
Behaviour and attitudes of Chinese tourists
Rene Bos, ACNielsen, China
Grace Wen Pan, Griffith Business School, Griffith University, Australia
Part 3: NEW WAYS TO LISTEN TO CUSTOMERS
Blog mining
Quantifying qualitative research
Pravin Shekar, Dexterity Business Analysts, India.
Web mining
Hotel brands, loyalty programmes and the frequent traveller
Tom Anderson, Jesse Chen, Anderson Analytics, USA
Measuring word of mouth
The bottom line impact
Judy Melanson, Heather Magaw, Chadwick Martin Bailey, USA
Part 4: MANAGING THE EXPERIENCE
The myth of service recovery
Rick Garlick, Maritz Research Hospitality Group, USA
Improving the travel experience
Greater profits through effective satisfaction measures
David Perroud, P. Robert and Partners, Switzerland
Carsten Friedrichsen, IATA - International Air Transport Association, Switzerland
Daniel Ray, University of Grenoble, France
The importance of first contact
What’s a smile worth?
Robert Passikoff, Brand Keys, USA
Frank Mulhern, Northwestern University Integrated Marketing Communications, USA
Leveraging customer panels for business success
Jon Mamela, Fairmont Hotels and Resorts, Canada
John Morton, Market Probe, Canada
Part 5: PANEL DISCUSSION - TRENDS AND NEW PATHS: OPPORTUNITIES FOR LEISURE GROWTH
Idleness, leisure and free time
A prospective vision
Heriberto Lopez Romo, Myra Herrera, Instituto de Investigaciones Sociales, Mexico
Bottom of the pyramid
A new market for tourism
Luciana Trindade Aguiar, Haroldo da Gama Torres, Data Popular, Brazil
Tania Limeira, Fundação Getúlio Vargas, Brazil
Spiritual tourism
Motives, formats and marketing
Christophe Melchers, ifm Wirkungen + Strategien, Germany