Impact of sustainable management policies on tourism companies' performance: the case of the metropolitan region of Madrid

The adoption of sustainable management practices is booming among service companies, whether due to pressure exerted by external agents or the internal perception that not being aligned with sustainability distances companies from clients and puts companies' long-term prospects at risk. However, few studies have examined the combined effect of implementing environmental management practices and corporate social responsibility practices in the tourism sector. By analysing two surveys conducted with the managers of 370 hotels and 176 restaurants and using structural equations, this study concludes that sustainability practices have a direct and significant impact on the company's competitiveness and on the companies' financial results. However, a separate study of the two surveys shows significant differences between the two analysed groups. This article suggests that despite operating in the same sector, hotels and restaurants behave differently regarding sustainability practices, and they achieve significantly different results in their implementation. In addition, by focusing on the tourism industry, a highly competitive sector, this analysis sheds light on whether investing in sustainability is a good strategy for companies to differentiate themselves and survive in complex sectors.     

Comparative evolutionary trends in environmental policy: Reflections on tourism development

As tourism is an industry that involves the environment and natural resources, its physical and social impacts have reached a point where they can be no longer neglected. Numerous conferences and conventions have taken place, and the tourism industry has initiated not only intellectual campaigns, but also action programmes. the tourism industry and its “environmentally friendly” movement, however, do not stand on their own; they are often influenced by national environmental policies. In this paper, the current national environmental policies of Britain, Germany, China, Taiwan and Japan are summarised and differences in their respective emphases are highlighted along with the resulting implication for tourism. Copyright © 1999 John Wiley & Sons, Ltd.     

Co-creation with clients of hotel services: the moderating role of top management support

Hotels can strengthen their competitiveness by expanding their innovation process beyond the boundaries of the firm to exploit the valuable knowledge and skills of their customers. This study examines the effects of new service (NS) co-creation with customers in the hotel industry on NS performance, as well as the moderating role of top management support. The research also explores the main barriers faced by hotels to co-create service innovations. Partial least squares structural equation modelling results indicate that Customer co-creation exerts a direct impact on NS market outcomes and NS development (NSD) speed, which in turn favours NS quality. NS quality translates into better NS customer-related outcomes as well as in improved NS market outcomes. Top management support enhances the effect of Customer co-creation on the NSD speed. The main barrier to NS co-creation in hotels is to find customers interested in devoting time to this activity or with the appropriate knowledge and experience.     

Sustainability in small tourist businesses: the link between initiatives and performance

This study explores the combined effects of adopting sustainable practices on small tourism companies’ performance. The existing literature provides insufficient data on sustainable behaviour because most studies on environmental practices focus on larger companies in the tourism sector, and a gap exists in social practices. This study is based on a survey of 374 restaurant managers. It uses structural equation modelling to study direct links between three dimensions – quality, environmental practices and social practices – and financial performance and market success factors. Significant differences with earlier studies are found. This study suggests that proactive sustainable practices can benefit small service companies by improving competitiveness even in difficult times. Practical implications are discussed in relation to sustainable practices.     

Human resource development issues for the hotel sector in Libya: a government perspective

The Libyan government emphasises the importance of tourism in economic diversification through its Libyan Tourism Master Plan identifying various initiatives to develop the Libyan tourism industry, including human resource development (HRD). Hotels are key to an internationally competitive industry and human resources critical to perceptions of service quality. This paper analyses issues relating to the Libyan hotel sector, including the need to strengthen the private sector; to match education/training programmes to industrial needs, and to address cultural and religious dimensions which exacerbate poor industry image. The paper identifies a partnership approach between governmental, educational and hotel sectors to address HRD issues through workforce planning. Copyright © 2008 John Wiley & Sons, Ltd.     

Platform coopetition in the tourism industry: conflicts and tensions caused by the closure of Booking.com in Turkey

In March 2017, as a result of a precautionary interim decision made by the courts based on the case relating to ‘unfair competition practices’, Booking.com closed its platform for inbound tourism in Turkey and ceased operations. This was the first instance of an online booking platform halting access for inbound bookings for the domestic market. This platform-based relationship involves both cooperation and competition, and thus this paper identifies this relationship as platform coopetition. Based on the governance network theory and employing a case-study approach, the Booking.com case is examined from the viewpoint of tourism coopetition from two perspectives: industry-wide and agent-specific. The paper provides an analysis of these perspectives and the past and on-going process of Booking.com’s platform closure. The constitutive dynamics this case endangers the coopetitive environment of the tourism industry and thus creates destructive uncertainties, especially for small hotels. This analysis also reveals the issues in terms of political representation for digital service platform companies.     

Attitudes in the Danish tourism industry to the roles of business and government in sustainable tourism

The introduction of more sustainable forms of tourism in a country is likely to be the result of a combination of government regulations and other interventions and businesses making their own decisions in response to the market. This paper examines attitudes among senior managers in the Danish tourism industry to where prime responsibility lies for promoting sustainable tourism practices. The opinions of these senior industry managers are also reported on incentives and obstacles to the adoption of sustainable tourism practices, on external assistance that may encourage the introduction of these practices, and whether there should be more government regulations to encourage their adoption. Industry attitudes in Denmark to these issues are of particular interest because of the relative prominence of environmental issues in the country. Copyright © 2001 John Wiley & Sons, Ltd.     

Different Shades of Green: Environmental Management in Hotels in Accra

This paper assesses the environmental management practices of different categories of hotels in Accra, Ghana. Managers of 200 hotels were surveyed, employing the stratified random sampling method. Results of the study indicate significant differences in the extent of environmental management of the hotels suggesting that the better the quality of a hotel, the better the environmental management performance. Suggestions are made towards improvement in waste management and voluntary environmental programmes in small and medium hotels that did not perform well in those areas of environmental management Copyright © 2013 John Wiley & Sons, Ltd.     

The influence of greening the suppliers and green innovation on environmental performance and competitive advantage in Taiwan

Recently, many companies have recognized the concepts of green supply chain management or supply chain environmental management. However, relatively little research attention has been devoted to the consideration of relations between greening the supply chain, green innovation, environmental performance and competitive advantage. Hence, this paper aims to bridge this gap by providing empirical evidence to encourage companies to implement green supply chain and green innovation in order to improve their environmental performance, and to enhance their competitive advantage in the global market. A model is constructed to link the aforementioned constructs. Data were collected through a questionnaire-based survey across 124 companies from eight industry sectors in Taiwan. The data are analyzed using Structural Equation Modeling and the results from the final measurement model are used to evaluate the structural model that verifies the significance of the proposed relationships. A prominent result of this study is that greening the supplier through green innovation contributes significant benefits to the environmental performance and competitive advantage of the firm.     

Shipping design for compliance and the performance contingencies for shipping firms

Increasing number of shipping firms adopt green shipping practices that emphasize environmental management throughout their operations. To balance productivity with the environment, the design of shipping activities in compliance with energy saving and resources conversation is an important part of greening efforts by many shipping firms. This study investigates how the green practices on shipping design for compliance (SDC) adopted by shipping firms is related to their financial and service performance with the role of company policy and procedures and shipper cooperation examined. We find that SDC is beneficial for the financial and service performance of shipping firms. Based on the contingency theory, we argue further that company policy and procedure as well as shipper cooperation differentiates the performance outcomes of shipping firms in their SDC for environmental management. Our empirical findings show a positive relationship of SDC with service performance particularly when their company policy and procedure and shipper cooperation are characterized at high than low levels in the process. However, such strengthening effects are not found for the relationship between SDC and the financial performance of shipping firms.     

Integrated vulnerability assessment of ecotourism to climate change in Dana Biosphere Reserve,Jordan

Climate change has become a major threat to ecotourism in protected areas. This study aims to assess the vulnerability of the ecotourism system in Dana Biosphere Reserve (DBR), the major ecotourism destination in Jordan, to climate change. We conducted qualitative semi-structured interviews with key informants in DBR to assess climate change-related threats, their influence on natural resources, local communities and ecotourism's activities; and adaptation practices. The results indicate that DBR is highly exposed to multiple climate threats, specifically reduced precipitation, shifts in the rainy season, and increased frequency and intensity of drought. These changes are degrading the environment, shifting tourism seasons, and changing livelihoods and lifestyles of local communities. To mitigate these diverse consequences, DBR implements a range of environmental management, technical, educational and business management policies and practices. However, this vulnerability assessment, which addressed social, economic, and environmental impacts, provides a holistic understanding of the susceptibility of the tourism system to climate change and guidance for facilitating future adaptation.     

Human resources development and sustainability — the case of Indian tourism

The goal of sustainability oriented tourism development requires a number of human resources development (HRD) strategies aimed at the tourism industry personnel, host community and the tourists, and underpinned by concepts and practices of sustainability. Sustainability based ‘work culture’, ‘professional ethics’ and operational practices are basic to sustainability in tourism. Indian tourism, despite its immense potential, has seen tardy development, and shortcomings in the HRD domain have been one of the reasons for this below par performance. This paper suggests a comprehensive and strategic approach to HRD, catering to the training and education needs of Indian tourism at various levels for the major target groups. The paper also identifies the pressing issues confronting HRD in Indian tourism and potential strategies to address them within the context of sustainability. Copyright © 2000 John Wiley & Sons, Ltd.     

Entrepreneurship in the small and medium-sized hotel sector

The purpose of this study is to gather information about the determinants and characteristics of the owners/managers of small- and medium-sized hotels (SMSHs) and identify various challenges in starting up and operating businesses in the United Arab Emirates (UAE). The paper also highlights key actions taken by the owners/managers of SMSHs to manage their business in the competitive business environment. To avoid any bias associated with a specific method, a multi-method research approach has been used for data collection. The results reveal that the majority of the owners/managers of SMSHs in the UAE are male, young and middle-aged with secondary- and higher-education levels, and relatively new to the tourism industry. With the characteristics of self-confidence, perseverance and independence, the motivations for the business ventures of the owners/managers include wanting to be financially independent, become one's own boss, involvement in family business and the opportunities of the hotel business. Among the key business challenges highlighted by the owners/managers of SMSHs are stiff competition in the hotel industry, increased operating costs, reduced demand and lack of skilled employees. Several key strategies have been employed to face these challenges. These include offering competitive pricing, improving the marketing and channels of promotion, enhancing the quality of service and providing superior customer service. At the same time, the owners/managers of SMSHs also felt that the government and policy-makers should play a more proactive role in promoting the tourism sector. This research provides a useful insight into the activities in the hotel tourism business sector and the challenges they encounter while operating in the UAE economy.     

The influence of foreign direct investment on accommodation patterns in Vietnam as a result of the open-door policy

Before the ‘open-door’ policy doi moi, the Vietnamese government had monopolised all sectors of tourism in the country. In 1987, one year after the beginning of doi moi, the state issued the Law on Foreign Investment, which encouraged foreign direct investment (FDI) in Vietnam, especially in the tourism industry. This article examines the influence of the resulting influx of FDI on tourism accommodation patterns in Vietnam. A synopsis of policy and background of FDI in Vietnam accommodation is followed by an examination of developments, projects and experiences in this field since doi moi. The article then investigates the effects of FDI in Vietnam tourism accommodation on developments and practices in Vietnam's accommodation market, including the traditional state-owned accommodation sub-sector. The article integrates insights gained from interviews with operators of joint venture and state-owned hotels in Vietnam.     

The complexity of safety in wilderness guiding in Finnish Lapland

This article examines how safety is understood and practised by wilderness guides leading nature excursions with international customers in Finnish Lapland. Commercial nature tourism services in Lapland are not considered adventure-oriented since risk-taking is not an integral part of the guided services. The study shows that even though perceived as low-risk activities, risks are present in a significant part of the everyday actions in commercial nature tourism services. Thus, commercial nature tourism forms a rich context to study the sustainability of contemporary safety practices since it forms a specific, guide-dependent sector of the tourism industry. The discussion further underlines the complexity of safety issues within the industry and the importance of holistic approaches.     

The structure of customer satisfaction with cruise-line services: an empirical investigation based on online word of mouth

Given the importance of the cruise segment in the tourism industry and the limited number of prior studies in the area, this study empirically explores the structure of customer satisfaction with cruise-line services by evaluating the attributes of cruises that are significant to passengers. Using 44,993 voluntarily provided customer reviews published on a cruise guide website, a stepwise regression analysis is conducted to examine the effects of the attribute performance of cruises on customer satisfaction and dissatisfaction. The findings empirically confirm the validity of the two-factor theory of customer satisfaction in the cruise tourism context. The asymmetric relationship of some attributes makes it possible to identify dissatisfiers, satisfiers, and hybrid factors for the cruise industry overall and cruises on ships of different tonnage. The results can help managers in the cruise industry understand what aspects of cruises should be given more attention to improve their competitive edge. This study is one of the first to look separately at the determinants of customer satisfaction and dissatisfaction in the emerging cruise industry and proves that the two-factor theory is applicable in a new environment.     

Tourism development — centres versus peripheries: the Israeli experience during the 1990s

Initially tourism was potentially considered as a vehicle for reducing inequalities in regional development through the spread of resources from the more developed regions of a country to its less developed areas. Later, case studies demonstrated that, although certain peripheral areas have emerged as tourist attractions, the large urban centres gained even more in terms of tourism‐generated investment and income. This study examines the Israeli situation comparing tourism development indicators in central versus peripheral areas. Although the two largest cities of Jerusalem and Tel Aviv appear to attract much of the country's investment in tourism hotels and enjoy a large flow of visitors, data for the 1990s reveal that peripheral areas are having higher share in tourism than their counterparts in the central areas. Furthermore, compared with their proportion in the general population, the peripheral areas location quotient related to tourism development indicators is far higher than that of the central areas. The single largest centre of tourism is now located in the town of Elat, situated in isolation in the southernmost tip of the country. The resort areas of Tiberias on the Lake of Galilee in the northeast and that of the Dead Sea area in the southeast came to be large tourism centres. Also, the most flourishing B&B industry has developed in the northern peripheral area. The study contemplates whether or not the Israeli experience is applicable to other countries and concludes with an attempt to draw broader generalisations. Copyright © 2004 John Wiley & Sons, Ltd.     

Conflicts over Space for Marine Leisure: A Case Study of Recreational Boating in Japan

As an island nation with long coastlines and many islands, Japan has abundant resources for marine tourism and leisure. However, coastal resorts and marine leisure are less prominent than might be expected. The main reason lies in the many conflicts surrounding access to the sea and its resources. Industrial and urban development along the coastlines and a strong fishing industry combined with traditional property rights compete with coastal tourism and marine leisure for the use of coast and sea. This paper discusses the roots of conflicts between marine tourism and leisure, and other economic activities or environmental issues, as well as conflicts between different types of coastal tourism and marine leisure. To this end, it uses recreational boating and connected activities like fishing and diving to examine the issue. It was found the situation in Japan is characterised by a dense web of rights, regulations, customs and power dynamics which has impeded the establishment of marine leisure as a recreational activity. Marine leisure has, however, developed some distinct features, and many compromises have been found on a piecemeal and local basis. Such compromises may be the only way not to divide fluid space, but share it.     

The role of quantitative and qualitative research in industrial studies of tourism

Many areas of research in tourism concentrate on quantitative or qualitative studies. Some even discuss the complementarity between the two types of studies. Hardly considered are the possibilities for combining such works within an integrated framework that also considers the business environment in which tourism operates. The purpose of this paper is to return to long neglected possibilities by reinvestigating areas of methodology and epistemology concerned with the generation of a framework that embraces both quantitative and qualitative research. A hypothetical example, in terms of industrial organisation and strategic decision making, is introduced discussing the possibilities for the triangulation of methods and paradigms and the role of the business environment. The conclusion is that an improved understanding of the tourism business requires a broader research methodology than presently exists. Both types of research and the dynamic context of tourism are important and need to be combined within an integrated framework. It has been concerned with the construction of integrating frameworks that embrace an alternative logic of inference and the context of the tourism business environment. This requires refinements of existing approaches together with a broader research methodology. Only by establishing such frameworks will an improved understanding of the tourism industry be achieved. The suggested framework presented here, with particular reference to industrial organisation and strategic decision making by tourism suppliers, is not offered as a panacea. For future work, the validity and choice of framework rest squarely on how the world and ‘truth’ are viewed. However, within this, the contribution of triangulated quantitative and qualitative research should help understanding by studying phenomena in their natural setting and in terms of the meanings people have of them. This should lead to a ‘truer analysis’ of business behaviour and hence a more purposeful investigation of hotels, tour operators, travel agents and the business of tourism in general. It is in seeking to produce this ‘truer analysis’ that future research activities need to concentrate. Copyright © 2003 John Wiley & Sons, Ltd.