Aiming to stimulate interest in the workings of the tourist industry, this book provides case studies to demonstrate how principles are put into practice. Each study features a different sector or aspect of tourism in operation, and explores how organizations begin, develop and change. Ideas about marketing, customer relations and education and training are placed in real contexts, although many of the conclusions are equally relevant to other industries. Some of the case studies are very straightforward, whilst others, such as the travel office study with its explanation of financial issues, are more complex. Similarly, the exercises cover both oral and written tasks and vary from those requiring rapid responses to those which could be developed into extended assignments. The book is intended particularly for GCSE in Travel and Tourism, BTEC National in Travel and Tourism, BTEC First and National in Leisure and Business, and relevant City & Guilds courses.