Volunteer tourism: at the crossroads of commercialisation and service?

Volunteer tourism as a phenomenon and as a market has come a long way since its ideologically driven early days. It is now an established and ever commercialised market that meets the demand for a different travel experience for the more morally conscious traveller, while at the same time it provides opportunities for economic gain for the organisations that act as brokers of such experiences. This interaction raises several ethical issues in terms of serving a mission while making economic gains. In general, there is an acceptable relationship between monetary gain and altruistic service, within the context of enlightened self-interest provided that the beneficiary of economic gains diverts profits into serving their mission. This paper examines the supply for volunteer tourism for evidence of commercialisation and profit-driven behaviour and investigates a relationship between monetary gain and serving a mission by creating public goods.     

Are commercial revenues important to today's European air navigation service providers?

In this paper we discuss the role of commercial revenues in the economics of European air navigation service providers (ANSPs) starting with the legal definitions of commercial revenues as contained in the respective European Union legislation. Based on the investigation of European ANSPs annual reports and/or strategic documents, we define the attributes of a new commercial model in the provision of air navigation services (ANS). We provide evidence that several European ANSPs have already implemented all or a majority of the attributes typical for the new commercial model. Discussing demand-side and supply-side drivers which could spur or impede the commercial business of European ANSPs, we assume the commercialisation of European ANSPs will be reinforced in future. Therefore, we design a set of partial indicators which enable us to analyse the role of commercial revenues in the economics of ANSPs.     

To smile or not to smile – an eye-tracking study on service recovery

ABSTRACT

The effect of service with a smile on consumers is undoubtedly positive. Yet, in service failure and recovery, this remains unclear. This study examines the importance of morphological characteristics of a smile and different types of smile in service failure and recovery using eye-tracking technology. Results indicated that the degree of mouth activation and the gender of the service worker were crucial factors in service recovery. In addition, eye-tracking data revealed that the longest fixations occurred on smiles with teeth showing and eyes that produced crows’ feet wrinkles. Taken together, this suggests that eye tracking may identify optimal display of smile in service recovery.     

SOCO's impact on service outcomes of tour guides: the moderating effect of customers’ shopping orientation

This research examines the effects of both sales-oriented and customer-oriented service strategies of tour guides on service outcomes: rapport, customer satisfaction, customer loyalty, and willingness to tip. This research also investigates how customers’ shopping orientation moderates the above relationships. A convenience sampling was conducted and 370 valid questionnaires were obtained. The data were analysed using structural equation modelling. The findings are as follows: (1) customer-oriented strategy of tour guides has a significantly positive impact on the service outcomes; (2) selling-oriented strategy of tour guides has a significantly negative impact on customer satisfaction and customer loyalty; and (3) shopping orientation of tour members moderates the relationships between selling orientation and service outcomes. Thus, if tour guides can provide service for customers in a suitable way, they will then improve the customers’ perception of services. These findings provide practical information for travel agencies and tour guides.     

The impact of carrier service attributes on shipper–carrier partnering relationships: a shipper’s perspective

Carrier service attributes are important for developing shipper–carrier partnering relationships. This study used structural equation modeling to investigate the impact of carriers’ service factors––timing-related, pricing, warehousing and sales services––on shippers’ satisfaction from shipper–carrier partnering relationships. Results indicate that timing-related services influence shippers’ satisfaction from such relationships, and shippers’ satisfaction positively influences partnering. However, the four service factors do not directly influence shipper–carrier partnering relationships.     

The activation of local service suppliers by incoming tour operators in a “developing” destination – the case of Madagascar

This article elucidates how organised tourism initiated by the international tour operator system can involve local actors in a developing country with a young tourism industry. The empirical basis is incoming tour operators in Madagascar with the focus on their policies and practices in getting involved with local tour operators and individual providers of service by the realisation of their programs for international markets. The study adopts a qualitative approach based on personal interviews with incoming tour operators located in the capital city of Madagascar. The central theoretical frameworks applied are primarily from the research literature on partner selection and cooperation in exchange relationships (channels of distribution) and contract theory and the results are discussed within in the wider perspective of local competence development and sustainable tourism. The findings demonstrate that incoming tour operators have a quite limited involvement in the cooperation with local actors and uncover the problems linked to partner-specific, local attraction-specific and context-specific factors. The study offers an insight into a field that has been scarcely illuminated empirically by research and it is believed that the results have relevance beyond the geographical context of the research.     

Japan's capital Tôkyô and its airports: problems and prospects from subnational and supranational perspectives

This paper deals with air passenger traffic and airport competition in Japan and East and Southeast Asia. The focus is on the airports serving Tôkyô, and the question whether they will be able to meet the future transport needs of a ‘global city’. The concentration of the paper is on two topics: an analysis of the position of the capital region airports within the Japanese airport hierarchy and an examination of the competition between Tôkyô and the major metropolitan airports in East and Southeast Asia. The paper provides insights into the basic problems and perspectives of Japanese airport policies, the current conflicts concerning the goals and strategies of airport development in Tôkyô and the complex interests of key actors.     

Medical tourists’ emotional and cognitive response to credibility and Servicescape

While medical tourism has been an issue of increasing interest among scholars and practitioners, most studies are dedicated to understanding the factors of attraction that lead medical tourists to select a certain destination and treatment providers. In this vein, more studies are needed to understand medical tourists’ perceptions about medical facilities and staff, and repurchase intention formation. In order to contribute to bridging this gap, the current study aims to explore the effect of Servicescape (intrinsic cues) and credibility (extrinsic cues) on medical tourists’ emotion, perceived quality and image. The proposed model was tested in the medical tourism context in Portugal. The questionnaire was distributed to individuals who had stayed in a hospital devoted to medical tourism. A convenience sample of 332 usable questionnaires was employed to test the model. Findings reveal that ambience and design are the most important factors in formatting Servicescape itself. Servicescape and credibility are effective antecedents of customer image and pleasure-feeling. Credibility is more effective in enhancing pleasure-feeling and Servicescape in creating a favourable image. On the other hand, perceptions of quality do not contribute significantly to pleasure-feeling. Finally, the article also provides managerial implications and suggests avenues for further research.     

Public transport and car-sharing—benefits and effects of combined services

The article presents the results of a German research project, where recommendations for the synthesis of public transport and car-sharing/car clubs are given. In order to determine effects and factors of success of combined services, the adoption process, the mobility behaviour and customer satisfaction were investigated within the context of model projects in two German cities. The results prove that car-sharing is suitable as a supplement to public transport.     

Do gender and nationality affect attitudes towards tourism and the environment?

This study examines whether gender and home economy influence attitudes towards tourism and the environment. Students enrolled in senior undergraduate and first‐year postgraduate tourism and hospitality subjects from eight economies are studied. Previous research on environmental attitudes has focused on either gender or home nationality, but has rarely examined the interrelationship between the two, and none has focused explicitly on attitudes to tourism and the environment. The study concluded that nationality mitigates attitudes among women much more than it does among men. The authors also conclude that general environmental attitudes are well formed, but tourism‐related environmental attitudes are often contradictory. Copyright © 2010 John Wiley & Sons, Ltd.     

Traffic congestion and trucking managers’ use of automated routing and scheduling

Using data from a 2001 survey of managers of 700 trucking companies operating in California, we tested competing hypotheses about the relationship between managers’ perceptions of the impact of traffic congestion on their operations and their companies’ adoption of routing and scheduling (R/S) software. Demand for R/S software was found to be influenced directly by the need to re-route drivers, and indirectly by the need, generated by customers’ schedules, to operate during congested periods. We were also able to identify which types of trucking companies are most affected by congestion and which types are more likely to adopt such software.     

Strategic alliances between airlines and airports—theoretical assessment and practical evidence

Strategic alliances are now widespread. This paper shifts the focus from alliances among airlines toward strategic alliances involving passenger airlines and airports. Following a conceptual path analyzing motives, potential benefits and problems, potential fields of cooperation are identified along with three basic classes of airline–airport alliances. Capacity-based, marketing-based, and security based cooperation models are assessed with regard to benefits for the participating airline and airport partners. This expands the existing literature that has largely neglected the airline–airport relationship and its potential for developing their respective competitive strategies. The case of the alliance between Lufthansa and Munich airport serves as an illustration.     

Tourism,development and ‘destination Dubai’: cultural dilemmas and future challenges

The aim of this conceptual paper is to provide a critical assessment of Dubai's approach to tourism development, focusing on its cultural implications. The work initially observes ways in which the destination is building an image based on iconographic grandeur, monumental innovation and super-modernism. In doing so, the enquiry indicates that one fundamental sociological concern for destination Dubai is its perceived lack of cultural consistency, particularly in terms of the absorption of the old into the new. This position is evident through a paucity of heritage resources and institutions associated with the tourism market, as well as limited public knowledge concerning the ethnic and traditional elements of the indigenous society. Emphasising a more culturally focused tourism agenda could help to socially sustain and ground local communities (and identities) threatened by rapid urbanisation and Westernisation. However, one noted dilemma relates to the complexity of defining and deconstructing indigenous forms of ethnicity and identity. Nevertheless, the discussion claims that it is imperative not to lose sight of the possible opportunities for the productive advancement of localised forms of tourism and cultural capital. The paper concludes by highlighting the importance of examining the diversity of local perceptions of tourism, culture and development within an empirically informed framework.     

How do leisure activities impact leisure domain and life domain satisfaction and subjective well-being?

This study examines the impact of leisure activities on leisure domain and life domain satisfactions and subjective well-being (SWB) and explores the differences between genders in these associations, using data from 316 middle-aged adults. The results suggest that sports and travel & outdoor activities have the greatest impact on physiological, psychological, and relaxing satisfactions. Social activities are key ingredients in social, psychological, and physiological satisfactions as seen by men, whereas cultural activities and hobbies are important in women's psychological satisfaction. While relaxing and social satisfactions are important in men's SWB, psychological satisfaction is the most important factor in women's SWB.     

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.     

Tourism and identity‐related motivations: why am I here (and not there)?

This paper examines past and present literature relating to identity development and identity‐related tourism motivation. It presents a theoretical model of identity‐related tourism motivation that is based on multidimensional rather than unidimensional theories of identity as well as acknowledging both individual and social influences on identity development. It is argued that identity‐related motivations are fundamental to all tourist experiences and vital to understanding not only why individuals engage in tourism but what benefits they derive from the experience, suggesting that tourism is often used by individuals as a means to explore, maintain and even disengage from particular aspects of identity. Copyright © 2012 John Wiley & Sons, Ltd.     

Small business— small minded? Training attitudes and needs of the tourism and hospitality industry

The Australian tourism and hospitality industry consists of at least 80% small business operators scattered over a wide range of urban and rural environments, consequently it has not been easy for training providers to assess accurately the needs of the industry as a whole and provide specialised programmes. During 1996, Tourism Training Victoria conducted a survey of training needs of tourism and hospitality operators. Results indicate that there is a shortage of skilled staff and owner‐managers with little management training or qualifications, who nonetheless recognise their shortcomings and needs for further education and training, particularly in the marketing and business areas. Barriers to further training include the cost of training and inflexibility of hours and place of delivery. Copyright © 2001 John Wiley & Sons, Ltd.