Crisis Management and Its Impact on Destination Marketing

Abstract

This paper analyzes the crisis management procedures utilized by four specific Convention and Visitors Bureaus in a variety of disaster situations and locations across the United States. The crises studied are representative of both man-made and natural disasters, and occurred in destinations in which tourism plays a significant role. From these case studies, a comprehensive set of crisis management procedures was compiled for the benefit of Convention and Visitors Bureaus nationwide. Such standardized crisis management procedures will presumably contribute to a faster and more efficient recovery for any destination after a crisis, as these procedures have been used in actual crisis situations.     

The Effect of Basic,Performance and Excitement Service Factors of a Convention Center on Attendees' Experiential Value and Satisfaction: A Case Study of the Phoenix Convention Center

This study investigates how the various services provided by a convention center and its service quality affects attendees’ experiential values, and in turn, leads to the attendees’ overall satisfaction and loyalty. The sample consisted of 217 convention attendees in Phoenix, AZ, representing a response rate of 54%. Confirmatory factor analysis and structural equation modeling were used for analyses. Results indicate that basic and excitement service factors have a positive influence on individual experiential values. Also, the study shows that enhanced individual experiential values have an impact on raising overall satisfaction with the convention center.     

论广州新会展中心的形成对广州酒店业的影响

广州会议、会展业对广州酒店业的经营影响巨大，尤其是每年两次的交易会给当地酒店带来了大量的客源。随着经济的发展，新会展中心的形成，将使广州的酒店业在需求总量上进一步扩大，但酒店之间的竞争格局会发生改变，尤其是高档酒店之间的竞争会更加激烈，在酒店布局上，形成酒店的东进、南移的新局面。     

Evaluation of Web Site Performance: Korean Convention Centers

With strong government support for the convention industry, several international-scale convention centers have been established in major cities in Korea. The convention centers have developed Web sites as an online marketing tool for meeting planners. The purpose of the study is to identify and compare the current performance level of the Korean convention centers' Web sites and to provide useful strategies to improve Web site performance. The results revealed that the Korean convention centers should improve the customer- and marketing-related aspects on their Web sites among four perspectives in Web site performance evaluation. Recommendations are made on how the Korean convention centers can improve the effectiveness of the Web sites.     

The Impact of the September 11 Attacks on Airline Arrivals and Conventions in Nine Major U.S. Cities

Abstract

The purpose of this study is to research and analyze the impact that the September 11, 2001 terrorist attacks had on airline passenger arrivals and convention attendance in nine major U.S. cities. This study examined convention attendance and airline passenger arrivals from January 2000 to December 2002 of nine cities: gateway cities (Atlanta-Hartsfield International, Chicago-O'Hare International, Los Angeles-International, New York-JFK International), fly-in tourist destinations (Las Vegas-McCarran International, Orlando-International), and non-gateway cities (Houston-George Bush International, Phoenix-Sky Harbor International, and Seattle-International).     

A Closer Examination of the Impact of Zoo Visits on Visitor Behaviour

Zoos suggest that they can play a role in fostering conservation behaviour, but there is only limited research support for such claims. This article examines why there might be a difference between the stated potential for zoos to influence visitor behaviour and existing research findings. The present study utilises a research design, methods and instruments that provide more sensitive measures of conservation behaviour outcomes. In particular, a distinction is made between behaviours that were already known to visitors and new/unknown behaviours. Two behaviours communicated during a bird presentation at an Australian zoo (recycling and removing road kill from the road) were chosen to test. Results include that, 81% of the respondents recalled hearing the conservation actions during the presentation and 54% stated an intention to increase their commitment or start an action. In 38 follow-up telephone interviews six months after their visit, 26 stated that they had started or increased their commitment to an action. However, only three had started a new action and these were actions previously known to them. The results frame a discussion on actions that zoos may wish to target if they wish to communicate more successfully.     

从法律角度看"能否自带酒水"的争论

《中国旅游饭店行业规范》的出台以及由此引起的客人能否在旅游饭店自带酒水消费的热烈争论 ,成为近一个时期媒体讨论的热点问题。本文从法律角度对此问题作了仔细分析 ,阐述了《中国旅游饭店行业规范》中关于谢绝自带酒水规定的合理性 ,提出了旅游者在饭店消费中不仅应当明明白白 ,还应当做到理智、文明。并且指出了新形势下加强旅游立法的重要性以及发挥行业协会作用的意义等。     

苏州会展旅游开发的初步研究

会展旅游是国际上新兴的专项旅游形式,因其具有诸多常规旅游产品所没有的优越性,越来越受到人们的青睐.本文从发展苏州大旅游的角度出发,综合考量了苏州发展会展旅游的优势与劣势、机遇与挑战因素,然后提出苏州发展会展旅游的目标定位和一系列对策措施.     

An epistemological view of consumer experiences

This paper discusses the theoretical underpinnings of consumer experience by examining the definitions of experience and the contextual nature of consumer experiences. It offers a framework to better understand this construct in a hospitality and tourism context. The proposed framework demonstrates the multidimensional facets of the consumer experience. An extensive review of the literature identified three stream of empirical research. The paper suggests that the perception of consumer experience has numerous foundational origins that have complicated its growth as a viable and valued concept. This study proposes a number of emerging themes that give credence and direction to the concept of consumer experiences.     

An Exploratory Evaluation of Rural Tourism Websites

Abstract

An evaluation of 50 rural tourism websites in the United States was undertaken using 23 parameters of stickiness drivers. The parameters measured the websites' effectiveness in the three areas of content, interactivity, and promotional value. The study found that rural tourism websites were largely driven by vertical contents, demonstrated poor interactivity, and had only marginal promotional value in them. Results indicate the need for rural destination-marketing organizations to work closely with neighboring destinations to enhance horizontal content, so that they improve the drawing power of their websites. Also, findings suggest the need for websites to better exploit the interactive capabilities of the Internet to capture tourist imagination in the travel purchase decision-making process.     

Gender Equity and Social Marketing: An Analysis of Tourism Advertisements

This study applies a social marketing approach to study the gender equity issue in tourism advertising. Using a geographic strata approach, vacation guides of destination marketing organizations from all the states in the United States are examined to investigate gender image representations. A total of 394 pictures are visually analyzed and coded using Goffman's framework on gender and media relations. Mixed results in terms of both blatant and subtle visual cues depicting relationships between men and women are reported. Thereafter, important implications for social marketing are drawn and a means-end quality-of-life framework is suggested.     

Building the Destination Brand: An Empirical Comparison of Two Approaches

Destination brand strategies have in the main assumed that consumers actively seek and process information about potential destinations with their choice determined on the basis of a favorable attitude toward the destination. This article examines an alternative approach to destination branding, which relates to building the salience of the destination to increase the likelihood that the destination will be considered in purchase situations. The study examines the predictive validity of brand salience measures for a set of travel destinations compared with the predictive validity of traditional attitude-based measures. The results of the research provide empirical support for a salience approach to destination marketing for domestic tourism in Australia.     

An Examination of Changes in Residents' Perceptions of Tourism Impacts Over Time: The Impact of Residents' Socio-demographic Characteristics

This study investigates whether there has been a change in residents' perceptions of various tourism impacts over time and the impact of residents' socio-demographic characteristics on those changes. A survey of local residents (n?=?732 in 2004 and n?=?590 in 2009) was carried out for collecting the data for this study which was then followed by focus groups, conducted in 2012, consisting of academics, local residents and the tourism experts to validate the outcome from the survey. The results suggest that there has been significant increase in the level of agreement of the Sunshine Coast residents during this period on some of the tourism impacts such as job creation, attracting more investment, providing more business for local people and more cultural exchange between tourists and residents. The results also suggest that there is a significant decline in their perceptions of tourism negatively affecting the way of living of local residents and likelihood of residents suffering from living in a tourism destination. The residents also feel that there will be a decline in parks and other recreational areas for local residents with growth in tourism. The study also found that demographic variables such as age, gender, income, education and occupation are likely to influence residents' perceptions of tourism impact over time. Implications for future tourism development plans for the region are discussed.     

北京地区居民旅行社产品消费特征实证研究--兼对旅行社产品设计和营销的建议

本文从消费者对产品需求的角度，以实证的方法分析了目前北京市居民旅行社产品的消费特征，并以消费者行为为依据。对旅行社的产品服务与营销提出相关建议。     

基于旅游产业化的一种动态教育模式安排

本文通过对近几年来我国旅游教育与旅游产业发展的状态比较 ,在抽样调查和实证数据分析的基础上 ,指出旅游教育与旅游产业发展过程中存在的一种均衡与非均衡状态 ,并提出了一种旅游教育与旅游产业协调发展的动态教育模式。     

Ugly on the Diamonds: An Examination of White Privilege in Youth Baseball

This paper adopts critical race theory as a framework to expose elements of racism embedded within the seemingly “color-blind” policies of little league baseball. It attempts to uncover the hidden subtext of race in a popular children's sport in America. Inspired by interviews conducted with the African-American founders of a grassroots baseball league for neighborhood children, the story focuses on the experiences the founders encountered with little league baseball that prompted them to create “a league of their own.” Policies and practices related to player selection, travel/transportation to games, isolation of minority players, spectator behavior, and coaching/role modeling are shown to privilege white children while disadvantaging children of color.     

旅游景区事件营销误区透析——以飞机再次穿越天门洞为例

目前,国内外已有许多文献对事件旅游进行了研究,但对于旅游景区事件营销策划的研究较少.本文以飞机再次穿越天门洞的具体实例为出发点,采用经济学的视角分析了旅游景区事件营销产生的背景及原因,对此次景区事件营销的误区进行了深入分析,并指出了景区事件营销的真正出路.     

Estimating the impact of entertainment on the restaurant revenues of a Las Vegas hotel casino: An exploratory study

Considering the growing presence of non-gaming amenities in a mature casino market such as the Las Vegas Strip, this study examined the indirect contribution of showroom entertainment to casino-operated restaurant business volumes. Using the internal data of a Las Vegas hotel casino, this research found a statistically significant and positive relationship between daily showroom headcounts and food and beverage revenues. For each additional show attendee, daily food and beverage revenue increased $6.96. This finding suggests that casino executives should consider leveraging show traffic with additional revenue-enhancing venues such as restaurants.     

服务营销管理体系与酒店绩效关系的实证研究

已有研究主要探讨某一服务营销管理举措与企业绩效的关系,而在酒店业不同的发展阶段,各种服务营销管理举措发挥作用的程度不同.为了揭示现阶段我国酒店最佳的营销管理组合,我们在充分总结有关研究的基础上,构建了服务营销管理体系对酒店绩效影响的回归模型,随后对全国30多个城市千余家酒店进行了问卷调查,对221个有效样本的分析发现:在酒店服务营销管理体系中,服务创新、服务补救和人员管理决定着酒店绩效,且酒店星级对以上关系存在显著的调节作用.     

A multilevel analysis of the service marketing triangle in theme parks

ABSTRACT

This study explores multilevel relationships between employees and visitors within 25 theme parks in Taiwan. The adapted constructs with corresponding items of interactive, internal, and external marketing were developed based on the service marketing triangle theory and previous literature. The results show that interactive marketing influences visitor satisfaction and behavioral intentions; internal marketing influences interactive marketing, and moderates the effect of interactive marketing on satisfaction; external marketing influences satisfaction; and satisfaction affects behavioral intentions. This study demonstrates that examining the influence of cross-level service marketing on internal and external customer satisfaction is crucial to the operational success of theme parks.