The book describes a tourism industry in crisis, a crisis of change and uncertainty, brought on by the rapidly changing nature of the tourism industry itself. New technology, more experienced consumers, global economic restructuring and environmental limits to growth are only some of the challenges facing the industry. Mass tourism, it is argued, is responsible for bringing social, cultural, economic and environmental havoc in its wake, and mass tourism practices must be radically changed to bring in the new. The book outlines the evolution of mass tourism and the transformation toward a new tourism. Today's industry is being shaped by new global imperatives and is adopting new organizational and managerial principles including quality, flexibility, customization, innovation, diagonal integration and environmental soundness. A new tourism is emerging, driven by new consumers, new technologies, new production practices, new management techniques, and changes in the industry's frame conditions. These influencing factors are discussed in detail, illustrated by references to industry practices throughout the world. The important role of diagonal integration, a process where firms use information technologies to logically combine services for best productivity and most profitability, is discussed. It will become a key tool for controlling the process of value creation in the tourism industry and the implications of the resultant new tourism for tour operators, travel agents and hotels are explored.
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