Gastronomy as a tourism resource: profile of the culinary tourist

The aim of this paper is to explore the characteristics and motivations of culinary tourists whose destination is the city of Córdoba (Spain) while attempting to determine whether gastronomy is an important aspect of the trip or if it is perceived simply as a secondary activity. Fieldwork was carried out among a series of restaurant establishments in the city of Córdoba. A demand survey was conducted in 10 particular establishments that were selected among those offering local dishes and which are regularly visited by tourists and the questionnaire was distributed among clients obtaining 206 valid answers. Our results reveal the strengths and weaknesses of Córdoba's restaurant sector. While 10% state that the cuisine is one of the main reasons for visiting the city, 68% believe that the local cuisine is an important but not an essential aspect of their trip and the rest view it as being secondary. These three types of tourists exhibit different kinds of motivation. This suggests that strategies should be designed and developed to promote gastronomy as one of the city's chief tourist attractions. Good tourism management based on initiatives such as the creation of culinary routes could be an alternative for implementing strategies aimed at the social and economic development and promotion of particular areas, for example turning typical food from rural areas in certain regions into a marketable attraction.     

Success factors and constraints among nature-based tourism entrepreneurs

The nature-based tourism sector is characterised by small-scale businesses often located in rural regions. As a consequence, business success is dependent not just upon the sustainable use of natural resources, but also on several external (e.g. infrastructure and destination images) and internal (e.g. management and human resources) factors. Many nature-based tourism entrepreneurs are also driven by non-monetary objectives, which imply different management priorities compared with many other businesses. This study provides an exploratory analysis of business success factors and constraints among nature-based tourism entrepreneurs in Sweden. Data collected in 2009 include ‘life-history’ interviews, a telephone survey of 176 entrepreneurs, and follow-up critical incident interviews. The results show that internal factors are more common for business success, while external factors dominate among the constraints. Among the 26 success items studied, management (commitment and competence), access to natural resources, and lifestyle are considered the most important. Low profitability, lack of capital, regulations, infrastructure, and taxes are given the highest weights among the constraints. The classification system of Ishikawa [(1990). Introduction to quality control (J.H. Loftus, Trans.). Tokyo: 3A Corporation] is used to analyse how business success and constraints are structured over time. This study also elaborates how success factors and constraints are associated with different types of businesses, including perceived monetary and non-monetary achievements.     

The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator

This research study measures the perception of airline service quality based on data collected from Pakistan International Airline (PIA) passengers using SERVQUAL. It investigates the impact of service quality dimensions on passenger's behavioral intentions in presence of mediator (passenger satisfaction). The data is collected through an adopted SERVQUAL instrument from the respondents in the domestic and International waiting lounges of PIA. The data is analysed using reliability statistics, correlation analysis and through hierarchal regression analysis. A systematic random sampling technique is used to analyze the study sample and PROCESS macros was used to run mediation analysis. The results reveals that passenger's satisfaction mediates the relationship between airline service quality and behavioral intentions. Practically, PIA should not only improve on Service Quality but should build up quality consciousness among on ground and inflight employees; pay attention to reliable factors and establish customer goodwill through enhanced services; regard reliability factors and enhance employee accomplishment. Implications of these results for management policy and practice are highlighted as guidelines. PIA managers can now better understand the importance of service quality and its long-term benefits in the form of customer loyalty.     

Knowledge management and tourism recovery (de)marketing: the Christchurch earthquakes 2010–2011

New Zealand has a history of deadly earthquakes, the most recent of which in Christchurch (2010–2011) has had major consequences for the tourism sector. Tourism destinations affected by major natural disasters face significant challenges during the response and recovery phases. Christchurch lost a large proportion of its lifelines infrastructure and accommodation capacity, and experienced an unprecedented drop in domestic and international visitor arrivals. The theoretical frameworks informing this paper come from the fields of tourism disaster planning, knowledge management and recovery marketing. They inform an empirical study that draws upon qualitative expert interviews with national and regional destination management organizations regarding their experience of the Christchurch earthquakes. The findings of this research highlight the critical importance of knowledge management and effective inter-agency collaboration and communication in the immediate disaster response, as well as during the development and implementation of (de)marketing strategies, in order to expedite medium- to long-term tourism recovery.     

Pro-Poor Tourism: From Leakages to Linkages. A Conceptual Framework for Creating Linkages between the Accommodation Sector and ‘Poor’ Neighbouring Communities

The concept of pro-poor tourism (PPT) has in recent years received attention from academia, key industry and donor organisations. While several ‘How to…?’ manuals have been written, little emphasis has so far been given to situating the PPT debate within the general literature on tourism and development. This paper contributes to the PPT debate by linking macro-economic concepts such as leakages and multipliers to micro-economic action opportunities for the mainstream accommodation sector in developing countries. As such it brings together the well-established tourism literature on economic impacts on the macro level with the more recent PPT literature that focuses on action on the ground. A conceptual framework for analysing and developing linkages between the accommodation sector and ‘poor’ neighbouring communities is suggested. This framework is based deductively on a critical review of the literature, coupled with first-hand experience in PPT action-research. It is suggested that PPT action opportunities encompass both core and non-core activities within the accommodation sector. Bringing together a wide range of past and present research, four types of potential linkages are proposed which are (1) employment; (2) sourcing and procurement; (3) SMME development and outsourcing; and (4) other types of partnerships such as donations.     

The Role of the Public Sector in Rural Tourism: Respondents' Views

Using a four round Delphi survey, a focus group and semi-structured interviews, this study investigates the respondent perspective of the public sector role in providing an environment conducive to the development of the rural tourism sector in Britain and South Africa. Although South African respondents generally perceived a greater need of support for the rural tourism sector than did their British counterparts, many of the problems, concerns and frustrations that emerged from the study were similar. Respondents perceived the public sector as ‘leader’, ‘strategist’, ‘mentor’, ‘co-ordinator’, ‘champion’ and ‘partner’ in their endeavour to build the rural tourism sector. Grappling with the problems of uplifting the quality, viability and communal benefit of rural tourism is seen as a futile exercise if the facilitatory platform of rational policy, planning and support conducive to the sustainability of the sector, is not in place. Above all local authorities are seen as ‘the enabler’ of successful rural tourism projects that diversify the local economy and generate employment and entrepreneurial opportunities. However, whilst there is respondent acknowledgement of the role played by the public sector, there is evidence of widespread disenchantment with the efficacy with which this role is fulfilled.     

Long-run causality between customer satisfaction and financial performance: the case of Marriott

Prior research that examines the relationship between customer satisfaction and financial performance (FP) in the hotel sector assumes that changes in customer satisfaction lead to changes in the FP of hotels. This research note aims to bridge the gap by looking into the possibility that FP of hotels may lead to increase in customer satisfaction with the annual data of Marriott from 1995 to 2016. To study the existence of long-run interactions between customer satisfaction and FP with firm size that is proxied by number of employees as the control variable under small sample size condition, the presence of cointegration among these variables with different appropriate dependent variable is investigated with the bounds testing approach. The obtained results suggest that there is a positive long-run causality from FP to customer satisfaction, and customer satisfaction has no effect on FP in the long-run. This study also finds that firm size has no impact on customer satisfaction. Explanation on each of these findings is provided in the conclusion. The selected sample and availability of data limit the generalisability of the findings of this study. Different hotel brands, measurements and analysis techniques will further the understanding in this field.     

Air passenger demand and skilled labor markets by US metropolitan area

This paper examines the relationships that exist between skilled labor markets and air transportation by US metropolitan area. The goal is to enhance the current literature by conducting a more specific investigation of the links that exist between air passenger demand and employment levels within metropolitan economies focusing especially on employment patterns and the number of establishments for both the professional, scientific, and technical (PST) services sector and the high-technology sector. The results suggest that employment opportunities and the number of establishments in both sectors are systematically linked to the geography of air passenger demand.     

Evaluating the relationship between socially (dis)advantaged neighbourhoods and customer satisfaction of bus service in London,U.K.

Affordable and efficient urban public transport is important for the development of a sustainable urban environment. Making sure public transport users are satisfied with the service is a goal many public transport agencies are trying to achieve. Customer satisfaction surveys are often used to monitor customer perceptions of service quality and to determine the relative influence of service attributes on a customer's overall assessment of the service. This study presents a new method to spatially evaluate customer satisfaction survey data through examining satisfaction with bus service across neighbourhoods of varying levels of socio-economic status (SES). Using customer satisfaction survey data collected by Transport for London between 2010 and 2015, multi-level regression modeling is used to estimate the relationship between overall satisfaction and social deprivation of the area in which bus routes were operating. The results indicate lower levels of satisfaction along routes serving low SES neighbourhoods, which appears to be attributed to (1) low satisfaction with service characteristics related to an individual's experience and quality of the bus and (2) conditions of the bus stop and shelter. Findings from this paper shows the importance of including cleanliness and bus internal quality as one of the performance indicators when contracting bus services, to ensure that all customers receive the same quality of service in the region regardless of their SES.     

On-time performance,passenger expectations and satisfaction in the Chinese airline industry

Service quality has become an important area for competition among Chinese carriers. This paper focuses on studying the relationship between customer satisfaction measured by customer complaints and their expectation of the on-time performance of Chinese carriers. By using a monthly balanced panel data set covering nine large and medium carriers, the empirical results show that an increase in actual on-time performance reduces customer complaints. However, an increase in expected on-time performance significantly raises customer complaints. In addition, although customer complaints are negatively related to the deviations between actual and expected on-time performance, our Wald tests do not support the model of the deviations between actual and expected on-time performance. Listed carriers receive significantly lower customer complaints compared with non-listed carriers. Furthermore, poor weather also affects customer complaints as an increase in rainfall or a decrease in temperature raises customer complaints.     

Using analytic network process to measure the determinants of low cost carriers purchase intentions: A comparison of potential and current customers

The goal of this study is to use the analytic network process (ANP) approach to develop an evaluation model which prioritized the relative weights of determinants of low cost carriers (LCCs) purchase intentions between potential and current customers. A field study with 96 potential customers and 84 current customers of LCCs was performed. The results found some similarities and differences between potential and current customers with regard to the determinants of LCCs purchase intentions. With respect to the final weights of these determinants, both customer groups considered “reliability and image” to be the important factor that affects their intentions to purchase LCCs. Additionally, “price and convenience” received a higher weighting by potential customers, while current customers emphasized the importance of “employee services”. The evaluation model and the results obtained using it provide a valuable reference for LCC managers who are seeking to facilitate effective customer relationship management.     

A cross-country comparison of accommodation manager perspectives on online review manipulation

Accommodation businesses are increasingly dependent on a limited number of reservation platforms. A significant feature of these platforms is guest evaluations, which are transformed into ratings and rankings. As the positioning of the business in comparison to competitors determines customer demand, accommodation managers have considerable interest in maintaining or improving their online reputation. One response may be to engage in manipulation strategies. This paper presents the results of a survey including 270 hotel managers in five countries, Germany, Israel, Norway, Sweden and Switzerland. Managers confirm growing competition as a result of ratings and rankings, and they report that guests are increasingly aware of the importance of reviews. To avert negative online feedback impacts, managers intervene strategically. The paper discusses new market pressures, emergent consumer judgement culture and consumer citizenship, opportunities for legal redress and the emerging importance of reputation management strategies.     

Elite hotels: painting a self‐portrait

Commercial hospitality provision arose from a general process of modernisation, the gradual breakdown of the importance of kinship and social obligation relative to a common duty of care for those travelling away from home, and the process of urbanisation. Consequently market demand evolved for the provision of accommodation, food and beverage for those persons temporarily removed from their domestic environment. What is argued in this paper is that the original function of commercial hospitality bears scant resemblance to sophisticated potentialities for socio‐economic self‐expression, which manifest themselves in the form of the elite hotel sector. The manner in which contemporary consumption of elite hotels revolves around the notion of self, with multiple identities and group affiliations is explored. Conclusions focus on the elite hotel sector as a means of defining self‐identities and the management implications therein for the provision of commercial hospitality in elite hotels. Copyright © 2001 John Wiley & Sons, Ltd.     

Interrelationships of risks faced by third party logistics service providers: A DEMATEL based approach

This paper analyses the interrelationships between risks faced by third party logistics service providers (3PLs) in relation to one of its customers using DEMATEL. Novel analysis of both within and between risk categories and generation of threshold value to prioritize risks generate useful insights. Results show that arms-length relationship between the customer and the 3PLs has strong influence on other risks and there is a need for collaborative relationships between 3PLs and its customers. Moreover, analysis indicates that the 3PLs need to improve internal processes related to quality management, flexibility of its operations and also geographical coverage of their services.     

Capital City Museums and Tourism Flows: an Empirical Study of the Museum of New Zealand Te Papa Tongarewa

This study uses time series analysis to explore the extent to which the opening of the Museum of New Zealand in 1998 contributed to tourism growth in the nation's capital, Wellington. With the use of a series of different measures for tourism and major events in the city, econometric regressions are undertaken to better understand the relationship between visitors to the museum and tourism growth in the city's short‐term commercial accommodation sector. The findings are consistent with the museum having a positive impact on tourist arrivals and overnight stays. These results contribute valuable empirical evidence of the positive role of museums in attracting tourists to urban centres. Copyright © 2012 John Wiley & Sons, Ltd.     

Tourism demand patterns in turbulent times: analysing Welsh accommodation occupancy data for 1998–2001

Different events in 2001, most notably an outbreak of foot and mouth disease and the 11 September terrorist attacks in the USA, caused many tourist businesses in the UK to experience significant changes in demand volumes. This paper examines the occupancy performance of serviced accommodation establishments in Wales from 1998 to 2001 and focuses especially on the changes in demand patterns in 2001. The approach is based on a combination of principal components and cluster analysis. The results are used to group establishments with similar performance profiles. Detailed conclusions are drawn about the temporal and spatial shifts in demand in 2001. ‘Winners’ and ‘losers’ are identified and several concrete implications for marketing and development policies are discussed. Copyright © 2004 John Wiley & Sons, Ltd.     

Drivers and barriers of peer-to-peer accommodation stay – an exploratory study with American and Finnish travellers

The explosive growth of peer-to-peer (P2P) accommodation service presents a potential transformation in the competitive landscape of accommodation sector. This research explores the market characteristics and the factors that drive and hinder the use of P2P accommodation to better explain the phenomenon of collaborative consumption in the tourism and hospitality marketplace. Using responses from travellers residing in the United States and Finland, exploratory factor analyses revealed two factors that drive the use of P2P accommodation: social appeal (desire for community and sustainability) and economic appeal (cost savings). The barriers include issues of trust, efficacy and familiarity with the system, and cost. The empirical evidence from this study suggests several managerial implications for tourism and hospitality businesses and directions for future research.     

The distinctive dynamics of exurban tourism

The distinctiveness of the urban–rural fringe as a tourism venue, which merits recognition of exurban tourism as a distinct subfield, is based on a unique product amalgam that includes theme parks, tourist shopping villages, near‐urban protected areas, factory outlet malls, golf courses and touring. In addition, the market is characterised by blurred tourist/non‐tourist distinctions, a weak accommodation sector and extremely high visitation levels at some sites. It is argued that the urban–rural fringe is an inherently unstable area characterised by a variant of the standard destination life cycle confined to the late involvement, development and consolidations stages, and paralleling comparable volatile stages within the broader urban life cycle. Copyright © 2005 John Wiley & Sons, Ltd.     

An investigation of service quality,customer satisfaction and loyalty in China's airline market

Customer loyalty is a source of competitive advantage and an important intangible asset to any organisations, but empirical evidence from China's airline market regarding the determinants of passenger satisfaction and loyalty is lacking. This paper investigates the service quality of four major airlines in China's domestic market and explores the links between their service quality and customer satisfaction, as well as the conditions under which airlines can retain existing passengers. In line with previous studies, service quality variables are significant factors influencing customer satisfaction levels. However, satisfactory service was not found to result in higher customer loyalty among business travellers. In comparison to Hainan Airlines, passengers who travelled with Air China, China Southern and China Eastern were more likely to switch to an alternate carrier, indicating lower levels of brand loyalty. In addition, the frequent flyer programs (FFPs) have been largely a failure for the four major airlines in terms of increasing customer loyalty, as revealed in this study. It is necessary to draw distinctions between business and leisure travellers when studying the determinants of customer satisfaction and customer loyalty. Ticket pricing had a positive and significant effect on passengers' overall satisfaction and in turn strengthened customer loyalty among leisure travellers, but achieved no impact on the satisfaction and loyalty of business passengers. Some demographic variables such as gender, income and education are statistically significant for one group of passengers but not for another in the probit models estimated. It is suggested that different marketing strategies may be used to target different market segments to improve customer loyalty.     

The European Timeshare Consumer in the Twenty‐First Century

This paper outlines the results of the most recent pan‐European survey of timeshare and its owners. The paper begins by placing timeshare in context of the European leisure sector and outlining previous research on timeshare. It then goes on to examine the results of a major survey of timeshare owners and the industry. The results unveil the profile of timeshare owners in Europe, their purchasing behaviour and their future intentions; it also looks into the satisfaction of the timeshare experience. The survey demonstrates that timeshare represents a significant sector of the European accommodation market a d that in general, consumers have a high satisfaction rate with their use of timeshare. Copyright © 2011 John Wiley & Sons, Ltd.