Urban ecotourism: Defining and assessing dimensions using fuzzy number construction

This study assesses the dimensions of urban ecotourism. The indicators in this study undertaken in Taiwan were shaped by a novel approach, the fuzzy number construction approach. This approach possesses various advantages, including an ability was to cope with ambiguous issues; its comprehensive nature and the need for subjects to respond with a single number. The results revealed that economic factors played a lesser role than did social and environmental factors. Additionally the study reinforces the significant position of community participation while promoting urban ecotourism. The paper reports data and findings derived from two ecotourism destinations, one located in urban area and the other located in non-urban area. The findings indicate that “identifying with local culture” had the highest weight (7.19%), followed by “inclination of supporting environmental conservation” (7.06%),“satisfying local environment” (6.82%), “the 5 degree of habitat diversity” (6.58%),“inclination of urban ecotourism” (6.50%), and “coverage of the green areas” (6.36%). Implications for management indicate that urban park areas suffer greater stress due to recreational usage.     

Understanding leisure travel motivations of travelers with acquired mobility impairments

The purpose of the study was to understand what motivated people with mobility impairments to travel frequently. Two focus groups were conducted and results were analyzed in light of Crompton’s (1979) push/pull conceptual framework exploring pleasure travel motivation. Results showed that although travelers with acquired mobility impairments shared many similar motives with travelers not identified as having mobility impairments, they also had unique motivations including “Independence”, “The Desire of Being in a Natural Environment”, “Adventure/Risk”, “Do It Today”, and “Accessibility.” Findings and limitations of the study are discussed and implications of the results are suggested.     

Customer complaints in restaurants: Do they differ by service stages and loyalty levels?

Complaints by dissatisfied customers provide managers with an opportunity to learn about problems and take appropriate corrective action to ensure that mistakes do not recur. The authors investigate whether restaurant consumers respond differently to service failures at different service stages and loyalty levels. A survey of 289 customers in the United States found that customers are likely to complain at any service stage following a service failure. Highly loyal customers showed a significantly higher willingness to complain than less loyal customers when a service failure occurs during the greeting/seating and order taking/delivery stages (service stages 1 and 2). Four consumer groups with distinct willingness to complain and levels of loyalty emerged from this study: “silent potential,” “pure complainer,” “silent supporter,” and “loyal voicers.” Among those groups, the silent supporter group (high affective loyalty and low propensity to complain) showed the highest behavioral intentions, whereas the pure complainer group (low affective loyalty and high propensity to complain) showed the lowest behavioral intentions.     

The motivations and expectations of international volunteer tourists: A case study of “Chinese Village Traditions”

International volunteer tourists devote not only financial support but also time and effort to conservation, preservation, or humanitarian projects outside their original countries. The purpose of this paper is to report the results of a qualitative study on the motivations of ten international volunteer tourists who joined the “Chinese Village Traditions” expedition of the Earthwatch Institute in the summer of 2008. The main research question was, “Why do people join international volunteer tourism trips?” Eleven themes dealing with motivations emerged and were categorized into three groups: personal, interpersonal, and other. Four personal factors were measured: authentic experience, interest in travel, challenge/stimulation, and other interest. Four interpersonal factors were also considered: desire to help, interaction with locals/cultures, encouraged by others, and enhancing relationships. Other factors included unique style of the trip, time/money, and organization goal. The findings of this study echo previous literature reviews in different settings.     

Competency analysis of top managers in the Taiwanese hotel industry

The purpose of this study was to identify top managers’ competencies in hotel unit leaders perceived to be most critical for career development, and using the Fuzzy Delphi and Analytic Hierarchy Process methods to determine perceptions of the importance of various competencies in different dimensions. This study uses snowball sampling methods to collect data from 25 hotel top managers and uses qualitative and quantitative surveys, including interviews, questionnaire review and a questionnaire survey. A two-stage research design is adopted to understand the differences in perceived competency requirements better. The analytical results demonstrate the required competencies of top managers in the hotel industry, and divide them into generic and technical dimensions, 18 competency domains, and 107 competency indices. The top three most important competency domains are “leadership,” “crisis management,” and “problem-solving.” The proposed management competency framework provides an important implication for educators, practitioners, and researchers.     

Low-cost pricing strategies in leisure markets

The practice of dynamic pricing typical of low-cost carriers is generally regarded as a form of price discrimination between “leisure” and “business” travellers on a single flight or route. The same may not be true across different routes because of the different incidence of business travellers. If price increases in the 15 days prior to departure are meant to discriminate business demand, leisure demand should account for earlier price variations. In the present study, we used a database containing the daily fare over the 3 months prior to each flight operated by easyJet during 2009. For each route, we defined the “leisure index” as the difference between the price rates of change during the 90 days and 15 days prior to departure. Overall, “business” routes had lower average prices per km, while “leisure” routes showed less dynamic price behaviour, with higher minimum and lower maximum prices per km.     

Does bureaucracy kill individual initiative? The impact of structure on organizational citizenship behavior in the hospitality industry

In their quest for improved service quality, hospitality organizations face a paradox. Standardization and centralization are generally perceived as essential to maintaining high service standards. These bureaucratic mechanisms, however, are suspected to have a negative impact on spontaneous “organizational citizenship” behaviors, which are equally essential for flawless service delivery. Empirical results from the Swiss hotel industry suggest that “helping” behavior is more widespread than “voice” behavior among hotel employees. The results also provide support for the hypothesis that “helping” and “voice” behaviors are negatively affected by a centralized organization structure. Theoretical and practical implications of these results are discussed.     

The search for the best deal: How hotel cancellation policies affect the search and booking decisions of deal-seeking customers

This study examined cancellation policies and their role in shaping travelers’ deal-seeking behavior, exploring the impact of cancellation fees and deadlines on three, mutually exclusive, customers’ hotel booking behavior categories: “Book”, “Book and Search”, and “Search”. 291 subjects, who participated in a week long online “booking game”, attempted to book a room in a virtual hotel and get the best deal. The results were tested using small sample t-test for comparing proportions between two independent populations, non-parametric multiple pairwise comparisons, and multinomial logit regression models. The findings indicate that the cancellation deadline affected participants’ behavior while the size of the cancellation fee had no statistically significant impact. In addition, there was no significant difference between lenient cancellation deadline and no cancellation policy.     

Visual representation of knowledge networks: A social network analysis of hospitality research domain

Intellectual relationships and collaboration networks are the basis for the development of a knowledge domain. The visual representation of such “knowledge networks” contributes to the overall understanding of intellectual collaborations in a particular knowledge domain. Based on the co-authorship data from recent journal publications over a period of five years, the authors applied social network analysis to explore the network structures and identify their network properties in the hospitality research domain. The analysis revealed the core and peripheral networks where the power law distribution was observed on the pattern of publishing academic papers. The overall network was further examined by nine research streams in both “global” and “contextual” views to understand a broad variety of the collaboration patterns of hospitality researchers.     

Hotel employees’ perceptions on corporate social responsibility: The case of Hong Kong

This study examines the perceived importance of corporate social responsibility (CSR) attributes of Hong Kong hotel employees and their hotels’ performance on those attributes, and to determine underlying performance factors that ultimately lead to the perceived overall CSR effectiveness of hotels. The importance–performance analysis results show that Hong Kong hotels generally performed well on 17 out of the indicated 30 CSR attributes. Furthermore, the attribute “promote innovation in products and services” was considered to be overkill, and another attribute, “demonstrates a commitment to the environment,” requires the immediate attention of hotels. Six performance factors were extracted and Hong Kong hotels performed best in the area of finance. The factors “state of affairs” and “novelty” positively and significantly affected employees’ perceived overall CSR effectiveness of their hotels. Almost 70% of the respondents agreed that Hong Kong hotels had been effective in carrying out their CSR. Hotels in Hong Kong should find our study results helpful in pinpointing CSR attributes considered of various importance and performance levels from the perspective of one of their important stakeholders, their employees. In particular, the relatively low awareness toward the environment of both the employees and the hotels should alert the hotel management to invest greater efforts in environmental protection.     

Tourist attitudes towards an accommodation tax earmarked for environmental protection: A survey in the Algarve

Tourist taxes have become increasingly popular worldwide in addressing environmental problems associated with tourism. This paper studies tourist attitudes towards an accommodation tax earmarked for environmental protection in the Algarve, the most important Portuguese tourism destination. A Chi-squared Automatic Interaction Detecting Algorithm (CHAID) is used to segment tourists according to their willingness to pay. This method allowed us to divide respondents into six segments. The dominant one, labelled “typical sun and beach tourists”, shows a low willingness to pay the earmarked accommodation tax. In contrast, the receptivity to this measure is above average in three segments, termed according to their main characteristics as “environmental steward tourists”, “nature oriented tourists” and “frugal tourists”.     

Working onboard - Job perception, organizational commitment and job satisfaction in the cruise sector

This paper focuses on the perceived work environment and its influence on organizational commitment and job satisfaction in the cruise sector. Two focus group interviews were conducted in addition to one survey among the crew in an upmarket cruise line. The focus groups elicited responses concerning crew experiences of working onboard. Based on this information, a questionnaire was constructed to measure job perceptions among crew members. The results indicate that all of the experience domains were related to job commitment and job satisfaction, but that the strongest effects were found to be perceived “Respect”, the “Social atmosphere”, and “Food and living quarters”.     

Determinants and outcome of career competencies: Perspectives of hotel managers in China

This study aims to explore the determinants and outcome of career competencies. Based on the notion that organizations and individuals have respective obligations in the career management of employees’, this study developed perceived “organizational career management’ (OCM) and “career commitment” as determinants and career satisfaction as an outcome of career competencies. Data were collected in the state-owned hotels in China, and structural equation modeling was used to test the proposed relationships. The findings indicate that both perceived OCM and career commitments have positive, direct effects on career competencies. The findings of this study may benefit both hotels and hotel employees by providing valuable implications.     

The embodied tourist experiences of people with vision impairment: Management implications beyond the visual gaze

This paper reports the findings of a qualitative study that investigated the embodied tourist experiences of 40 people who are vision impaired. The study, informed by the concept of “embodied ontology”, explored the corporeal and socially constructed experience of tourism. The findings highlighted the benefit of holidays for the participants and de-centred the “visual gaze” in the tourist experience. The quality of the tourist experience related to participants’ feelings of inclusion or exclusion in terms of their access to information, experience of wayfinding, travelling with a guide dog, and the knowledge and attitudes of others. It was evident that participants needed to manage their tourist experiences closely and constantly. The paper concludes that the tourism industry and community must understand the multi-sensory nature of the tourist experience if quality accessible experiences are to be available for tourists with vision impairment. Provision of multi-sensory experiences also enhances the experiences of sighted tourists.     

Comparative assessment of structural equation modeling and multiple regression research methodologies: E-commerce context

Structural equation modeling (SEM) is a powerful statistical technique that establishes measurement models and structural models. On the other hand, multiple regression (MR) is considered a sophisticated and well-developed modeling approach to data analysis with a history of more than 100 years. This paper empirically compares SEM and MR by testing a model of commitment in a B-to-C e-commerce travel context, shedding light on applications of these two popular methods in tourism research. The findings indicate that only two significant relationships are justified by MR. In comparison, SEM results reveal more statistically significant relationships after the “best-fitting” measurement model with model D being the “best-fitting” model. The findings support some key empirical limitations of MR as a widely used statistical technique in the tourism research.     

Market structure and demand-side substitutability of chained urban hotel segments

This study analyzes how the demand in hotel markets is divided amongst chained hotel segments. Hypotheses regarding consumers’ switching behavior due to changes in income levels and relative prices are tested using data from 25 major urban markets in the United States, encompassing segments ranging from luxury to economy over 43 quarters. The effects of differentiation and market concentration are also investigated in this context. The results suggest that leisure and individual consumers of the low-scale segments may be trading “up” to higher scales when their income increase, but that upscale segments’ corporate consumers are not necessarily trading “down” when Corporate Income fall. In addition, only low-scale segments appear to be substitutes to upscale segments, but the inverse seems not to be true. Also, properties in mid-range segments are found to be the only ones benefiting from a high market concentration, while low-scale properties turn out to be the ones gaining from differentiation through price.     

Medical travel facilitator websites: An exploratory study of web page contents and services offered to the prospective medical tourist

The growing trend of traveling outside of one's country for medical services, commonly known as “medical tourism” is expected to continue to grow exponentially in the next ten years (Keckley, 2008). With multiple destinations from which to select, and available information representing this type of travel being of variable reliability, many prospective medical travelers turn to the use of a “medical tourism facilitator”, who perform a variety of trip coordination responsibilities for the medical traveler. These medical tourism facilitators, themselves a new phenomenon to support travel to various global regions, may operate within the traveler's home country or the destination region. This study explores the services offered on medical tourism facilitators' websites to the prospective traveler. Through the application of correspondence analysis, it was discovered that differences in both website content and in services offered varied by the continent upon which the facilitator operated. With little yet known as to the motivations of a medical traveler in the selection of a specific destination, these discovered differences may be a first insight into regional differences that may play a role in such destination selection.     

Assessing dimensions of organizational trust across cultures: A comparative analysis of U.S. and Indian full service hotels

This study delves into the organizational trust based similarities and differences across “individualist” and “collectivist” service employees in hotels. Specifically, the three dimensions of organizational trust, i.e., integrity, commitment and dependability are compared across the two samples from the U.S. and India to highlight how employees perceive the level of each of the three dimensions across cultures. Findings suggest that the three dimensions represent the trust construct across different national cultures. However, in comparing the individual dimension of the trust construct, a significant difference exists between the perceptions of employees in the two cultures, suggesting that perception-based differences exist across cultures.     

“Tourism – Common cause”. Polish tourist products

This research note relates to the Polish programme entitled “Tourism – common cause”. It describes the programme, project ideas and problems encountered during the creation and operation of tourist products and methods of solving these problems. “Tourism – common cause” is the largest training and consulting project in Poland, co-financed by the European Social Fund and the Polish government and is specific for tourism. The aim of the project (completed in March 2008) was to fully define a tourism product and to transfer knowledge concerning methods of its creation throughout the wider region. The purpose was to aid the development of the tourism industry in Poland through the creation of regional tourism products within a network and enhancing the qualifications of those working in the industry.     

Framing New Zealand: Understanding tourism TV commercials

Tourism TV commercials (TVCs) are a source of information for tourists. TVCs serve to assist the consumer in forming a mental image of a destination. These commercials, however, are seldom a topic of research. This paper analyses two New Zealand tourism TVCs, launched separately in 1999 and 2007. It combines video content analysis procedures suggested by Dimitrova, Zhang, Shahraray, Sezan, Huang and Zakhor (2002). and Rose (2007), a destination image research framework proposed by Beerli and Martin (2004) and Echtner and Ritchie (1991), and a film analysis methodology proposed by Giannetti (2008). The objective is to present a systematic approach to the understanding of tourism TVCs. It is found that 87% of camera shots in these two tourism TVCs last no more than one or 2 s; this is equivalent to using a montage to create an emotional or intellectual response. In the new TVC, established themes such as “nature” and “adventure” remain salient, and the way of life of the local people is emphasized. The aim of this study is to assess the destination image as framed through tourism TVCs to pave the way for future study on the visual elements that may influence an audience’s response to TVCs.