Critical Success Factors for Business Tourism Destinations

Abstract

Business tourism is a highly lucrative but competitive sector of the tourism industry which has led many destinations to implement strategies and invest in infrastructure and human resource developments. National and regional capital city status gives additional kudos to a destination. This paper presents critical success factors for business tourism destinations developed from four case studies of successful UK business tourism destinations through stakeholder interviews and explores how Cardiff should exploit its national capital city status to support its business tourism offer. The critical success factors for business tourism destinations include: leadership; networking; branding; skills; ambassadors; infrastructure; and bidding. These will inform an action plan to develop and shape Cardiff's business tourism offer and position Cardiff amongst the UK and Europe's major business tourism destinations.     

Inhibitors to host community participation in sustainable tourism development in developing countries

The involvement of host communities (or destination residents), particularly in developing countries, is critical to the success of tourism development and to the creation of a “Just Destination”. This paper investigates host community perceptions about obstacles to their participation in tourism development in Lombok, Indonesia, providing new insights into institutional influences on tourism opportunities and issues. Purposive and snowball sampling techniques targeted separate groups of destination residents who live in a developed tourism destination, a less developed tourism destination, a remote rural village far away from tourism destinations, as well as a group of university students. Data were collected through in-depth interviews, qualitative questionnaires and observation, and were analysed using content analysis. Results show three main institutional factors inhibit host community participation in tourism: tourism agencies, private sector providers and tourism infrastructure, and perceptions of the negative impacts of tourism. The underperformance of state tourism agencies and private sector providers resulted in a lack of tourism infrastructure and limitations on host community opportunities to participate in tourism development and businesses. The findings suggest the need for improvement in the training of state tourism agency employees, better coordination among government agencies, and improved education and training for tourism operators.     

基于区块链的旅游行业征信系统设计

区块链技术去中心化、数据不可篡改、可溯源的特征对旅游业征信系统具有重要价值。文章简要分析了区块链的基本概念,确定了以联盟链为基础构建旅游征信系统。锚定征信主体为游客和旅游业从业人员,关注旅游不文明行为和"服务不一致"现象,设计区块链旅游征信系统的架构,并从区块链电子身份、Token信用积分、智能合约执行、信息认定和发布几个方面阐述设计思路。研究表明,基于区块链的旅游征信系统在构建高效、开放的旅游服务体系、引导旅游行业诚信规范执业、推进旅游服务标准化建设等方面都有极大潜力。但同时,区块链旅游征信系统也面临技术和商业上的极大挑战。     

Boundary-work and sustainability in tourism enclaves

Tourists, workers, and business owners from diverse cultural backgrounds and social positions meet at tourism enclaves. Yet, the spatial layout of most enclaves encourages segregation instead of celebrating and benefiting from this diversity. This paper examines the genesis of enclave tourism boundaries. It proposes boundary-work as a sustainability practice to work out segregating propensities, and transform exclusionary boundaries or make them more permeable. Life story interviews in a Mexican Caribbean enclave revealed segregation's appalling consequences for workers, implicit costs for business owners, and the personal involvement of tourism actors in historical struggles over boundaries. This analysis constitutes a first step to untangle exclusionary propensities and render tourism boundaries more workable from a sustainability governance perspective. The paper explains the need for sustainable tourism research that identifies opportunities to: (1) address traumatic experiences born of discriminatory practices, (2) turn adversarial emotions between workers and business owners into productive collaborations across boundaries, and (3) challenge power asymmetries by providing tourism actors with knowledge about the physical, symbolic, and imaginary dimensions of boundaries. It concludes that the influence of any individual agent is profoundly limited; the transformation of long-standing boundaries demands a deliberate reformulation of sustainable tourism as a multi-dimensional decolonizing force.     

Institutions and transaction costs in foreign-local hotel ventures: A grounded investigation in the developing Pacific

This research investigates how to develop a viable hotel venture where the barriers to both tourism and business development are substantial. To this end, 48 interviews were conducted in a Pacific Island country which lacks a viable tourism industry, while being ranked one of the most difficult places to do business on the planet. Data were collected and analyzed using grounded theory method in conjunction with transaction costs economics as meta-theoretical lens. The grounded theory developed is characterized by a process approach to hotel development called Insider-Outsider Connections and Partnerships (IOCP). As opposed to the status quo approach to foreign-local hotel ventures predicated on idealistic presumptions regarding formal institutions, the IOCP elucidates how transaction costs associated with such ventures can be economized by recognizing, valuing, and utilizing informal institutions. These findings regarding working within, rather than ignoring, the institutional reality provide a revitalized platform for hotel practitioners and researchers alike.     

Peak Oil: a hidden issue? Social representations of professional tourism perspectives

Peak Oil, the peaking of global oil production, is a collective risk highly relevant to the tourism sector. Public discourse on Peak Oil, however, is limited. To better understand what “sense” tourism experts make of Peak Oil, and provide a platform for future debate and action, this research used the theory of social representation to explore core and peripheral elements that constitute Peak Oil representations and help tourism stakeholders to conceptualize and address this issue. Using free association methodology, 101 tourism experts worldwide provided up to five words and three mental images describing their thoughts and feelings about Peak Oil. The analysis highlights the importance of economic impacts and alternative energy sources, as well as anchoring effects to more established concepts such as sustainability and climate change. Notably, each of the four professional sub-groups approached (academics, consultants, government and industry representatives) had markedly different core beliefs. There was no agreement on whether Peak Oil was concerning or not, and whether action is required by the tourism sector to address negative impacts. This was particularly evident with the industry sub-group. Future research and policy implications are outlined, including the role of the media, and its responsibility to facilitate this discourse.     

Customer relationship management in small–medium enterprises: The case of Turkish tourism industry

In this study, the factors influencing the implementation of customer relationship management (CRM) at small and medium-sized tourism enterprises in Cappadocia were analyzed. The findings of the research indicate that communication-distribution infrastructure, business dynamics, customer relations and innovation-quality factors affect CRM. Business dynamics plays an especially critical role in customer relations. It was also determined that the most important barriers to small and medium-sized enterprises (SMEs) in the tourism sector are inadequate supporting budgets, lack of senior management commitment to CRM and poor communication.     

Trends in business tourism management

There has been significant growth in the business travel sector of tourism, which includes both individual travel and organized group arrangements, eg for conferences, conventions and exhibitions. This article considers the various types of business travel, the influences on demand, and trends in development of facilities.     

虚拟集群式旅游供应链模型构建研究

文章基于旅游供应链理论研究动态与现代信息技术发展态势,提出以信息拉动式为特征的在线旅游供应链(e-tourism supply chain)的理念。从集群式供应链视角,分析了虚拟集群式旅游供应链建立的动因,构建了虚拟集群式旅游供应链理论模型。文章通过创新旅游供应链研究视角,借鉴产业集群与供应链管理耦合研究理论,试图在赛博空间(Cyberspace)里,构建起虚拟集群式旅游供应链的理论框架,可分成4个部分:(1)旅游者信息链,是围绕着每个旅游者需求信息的一条"信息拉动式供应链",在此基础上形成旅游企业旅游服务大规模定制链;(2)旅游服务定制链,旅游企业在以"旅游者"为中心的信息链上提供即时响应、即时采购、即时生产、即时销售的敏捷制造服务,同业性旅游企业合作服务于旅游者;(3)信息共享平台,包括旅游者需求汇集、统计、分流平台,旅游企业沟通平台和旅游评价平台;(4)专业化辅助企业,具有弹性专精的优势,缓解大规模标准通用化服务提供和市场的定制化随机要求(stochastic demand)之间的矛盾,满足了旅游者对定制化旅游服务需求。     

The Coorong Wilderness Lodge: A case study of planning failures in Indigenous tourism

This paper presents a case study of the Coorong Wilderness Lodge (CWL) in order to highlight barriers to success that are in part derived from poor policy and planning supports for Indigenous Australian tourism operators. This analysis assists in filling a research gap on the catalysts to economic success and failure in Indigenous tourism through obtaining rich narratives from public sector facilitators and the Indigenous Australian tourism entrepreneur. Using social construction theory, this paper narrates the story of difficulties in developing the infrastructure between 1995 and 2008. This story highlights diverging views of how such enterprises should be supported which is in part explained by cultural differences, diverging expectations and poor communications across such divides. With the founder of the CWL George Trevorrow as a co-researcher in the project, the paper provides an emic perspective that offers fresh insights into this topic.     

基于区块链技术的旅游地低碳发展模式构建

旅游地是推进旅游业低碳化发展的重要实践主体,但长期面临旅游企业、旅游者低碳生产与消费内在动力不足,低碳发展长效落实机制缺乏,监督管理成本过高等问题。提升旅游地低碳发展系统协同效率,推动低碳发展措施高效实施是实现旅游业高质量发展的迫切议题。本研究以区块链技术为支撑,以低碳信息共享为基础,基于供需协同、低碳优先、共同参与、可持续性、系统性5项原则,尝试构建以旅游企业、旅游者、第三方评估机构、政府部门、社区居民五大利益相关者为主体,以低碳信息共享、低碳发展激励、低碳发展规制、低碳发展补偿4项区块链平台运行机制为支持的旅游地低碳发展模式,通过正向激励机制、反向规制机制、补偿机制推动低碳"信息互联网"向"价值互联网"转变,为旅游地低碳发展提供技术支撑。同时,本研究意图突破传统低碳旅游研究局限,拓展可持续旅游分析视角。     

The social dynamics of micro-firm learning in an evolving learning community

Micro-firms dominate the tourism sector internationally, yet there is a notable absence of studies specifically relating to their learning interactions with other tourism firms. Even when studied, a social learning lens is rarely applied in either micro-firm or tourism learning network research despite its relevance in this domain. In seeking to understand and map the social dynamics of micro-firm learning and participation in an independent learning network, the authors studied an evolving learning community (ELC) situated in Ireland's south west region over a four-year period. The findings demonstrate the complexity associated with creating and sustaining a social learning infrastructure in this context. An ELC model is proffered to provide insight into inter and intra social dynamics that influence learning development in the micro-firm setting. The proposed future research includes the study of additional ELCs, in Ireland and other countries, for the purposes of cross case/cross country comparison, and in pursuit of greater insight into the social dynamics of these communities.     

The impact of terrorism on European tourism

This paper estimates the influence of terrorist attacks on European tourism through the short-term post hoc response of the airline industry and passengers. We use a seasonally-adjusted ARMA-GARCH methodology on unique datasets that examine changes in tourism as measured by ASKs, seats filled and changes in both fares and revenues. Traffic flows are found to fall despite significant fare reductions; however, this response varies substantially based on the flight origin and ticket-type purchased. We found that business travel slows substantially due to duty of care legislation for corporate transport. While we found evidence indicating substantial airline fare reductions, in the majority of investigated cases this response was unable to mitigate substantial reductions in passenger demand and flows across varying ticket types.     

Policy Environment for the Tourism Sector's Adaptation to Climate Change in the South Pacific – The Case of Samoa

Samoa and its neighbouring Pacific Island Countries are highly vulnerable to climate change risks because their population and infrastructure are mostly located on low-lying coastal areas. Impacts of climate change are potentially disastrous to tourism, the major economic sector in the region. This research examines the conduciveness of the policy environment in Samoa for the tourism sector to adapt to climate change along three dimensions: stakeholders’ will and commitment, resources available, and policy-making mechanisms [Wong, E.P.Y., Mistilis, N., & Dwyer, L. (2011). A framework for analyzing intergovernmental collaboration – the case of ASEAN tourism. Tourism Management, 32, 367–376]. Samoa is used as an exemplar case study to understand how the Pacific island tourism sector can best adapt to climate change. It was found that the policy environment in Samoa is generally conducive. However, there is a strong need for closer public–private cooperation.     

Using strategic philanthropy to improve heritage tourist sites on the Gallipoli Peninsula,Turkey: community perceptions of changing quality of life and of the sponsoring organization

This paper examines the “Respect for History” project on Turkey's Gallipoli Peninsula sponsored by a Turkish oil company, OPET. The project sought to enhance and protect the cultural and historical experiences of tourists visiting Gallipoli, and to bring direct and indirect benefits to local communities through enhancing tourism-related business opportunities and improving community infrastructure. This research investigates the project's impact on residents’ perceived social and economic wellbeing, using a quality of life framework, and also ascertains residents’ views of the sponsoring firm. The context illustrates key differences between pure philanthropy and strategic philanthropy; the latter defined as doing good by purposefully achieving corporate and civic benefits. The role of strategic philanthropy as a sustainable tourism development tool, and its impact on tourism governance, are considered. Data were collected from 674 residents on the Turkish Gallipoli Peninsula in areas impacted by OPET's investment program. The results, using structural equation modelling (SEM), identify that respondents generally believe that both their economic and social quality of life have improved. This, in turn, has positively influenced respondents’ views of the sponsoring organization. The concept of strategic philanthropy appears valuable as a private sector, non-tourism, sustainable tourism development tool in some circumstances.     

The blockchain technology and the scope of its application in hospitality operations

The recently emerged concept of the blockchain technology (BCT) can disrupt the traditional realm of tourism and hospitality operations. While some research has looked into the implications of BCT for tourism management and marketing, no studies have explicitly considered the scope of its application in the context of hospitality operations management. This is arguably a major omission as available evidence points at the foremost potential of BCT to affect the nature of hospitality business. This study partially plugs this knowledge gap and, by reviewing examples of existing applications of BCT in various economic sectors and across different consumption markets, evaluates its potential for future integration into hospitality operations management. The framework of prospective use of BCT in the hospitality industry alongside the related organisational, institutional and technological challenges that need to be overcome for its wider industrial adoption are outlined.     

Investigating the effects of offline and online social capital on tourism SME performance: A mixed-methods study of New Zealand entrepreneurs

Entrepreneurial social capital develops through the accrual of resources gained from an entrepreneur's social ties. These are integral to entrepreneurial success, enabling access to financial, marketing, and human resources, and innovation. Entrepreneurs increasingly manage their networks through online platforms such as Facebook, LinkedIn, and Twitter. However, there are major gaps in the extant empirical research concerning how online social capital is manifested, if this differs from an in-person context, and the effects ‘online’ and ‘offline’ social capital resources on tourism business success. This study adopts a mixed-method approach to examine tourism entrepreneur's behaviours in building offline and online social capital, and their nuanced effects on firm performance. The results found tourism entrepreneurs' networking activity manifests in three distinct configurations, Active Online Networkers, In-Person Networkers, and the Less Engaged. Each configuration demonstrated varying effects on expected business growth and performance with regards to number of employees, sales revenues, and net profit.     

Can tourism be part of the decarbonized global economy? The costs and risks of alternate carbon reduction policy pathways

Global leaders agree on the need to substantially decarbonize the global economy by 2050. This paper compares potential costs associated with different policy pathways to achieve tourism sector emission reduction ambitions (?50% by 2035) and transform the sector to be part of the mid-century decarbonized economy (?70% by 2050). Investment in emissions abatement within the tourism sector, combined with strategic external carbon offsets, was found to be approximately 5% more cost effective over the period 2015–2050 than exclusive reliance on offsetting. The cost to achieve the ?50% target through abatement and strategic offsetting, while significant, represents less than 0.1% of the estimated global tourism economy in 2020 and 3.6% in 2050. Distributed equally among all tourists (international and domestic), the cost of a low-carbon tourism sector is estimated at US$11 per trip, equivalent to many current travel fees or taxes. Exclusive reliance on offsetting would expose the sector to extensive and continued carbon liability costs beyond mid-century and could be perceived as climate inaction, increasing reputational risks and the potential for less efficient regulatory interventions that could hinder sustainable tourism development. Effective tourism sector leadership is needed to develop a strategic tourism policy framework and emission measurement and reporting system.     

投资战略、治理机制与旅游企业融资成本

中国旅游企业普遍存在融资难、融资成本偏高问题,这严重影响了旅游企业的生存、发展与扩张。为此,迫切需要科学探究旅游企业融资成本的影响因素,并采取相应治理措施以降低融资成本。文章以公司治理视角为切入点,立足于旅游业区别于其他行业的特殊性,利用我国旅游上市公司的财务统计数据,实证检验了旅游经营环境、旅游企业投资战略、治理机制对融资成本的影响效应。研究结果表明:旅游企业债务融资成本小于股权融资成本,旅游企业应充分利用经营权和用地使用权质押贷款等多元化债务融资方式。投资战略方面,旅游需求波动性和非旅游相关多元化战略会提高融资成本,旅游企业投资方向应为相关多元化/并购,投资项目应能降低旅游收益波动性。治理机制方面,信息披露与法律保护机制能降低融资成本,股权结构与融资成本存在倒"U"形关系,而高管激励机制则会提高融资成本,旅游企业应建立科学的股权结构和董事会治理机制,构建多层次高管薪酬体系和信息披露制度,完善品牌投资战略以实现品牌质押融资。     

Women as vectors of social entrepreneurship

Drawing on the literature examining women in the tourism sector and social entrepreneurship, this article critically explores a theoretical framework for analyzing the role of women owner-managers of small tourism firms (STFs) as social entrepreneurs. Through a qualitative analysis of owner-managers of STFs, the article provides evidence of how women integrate social transformational and commercial goals in their business strategies, while serving defined communities around the tourism sector. By critically examining the operationalization of these goals and community needs, the development impacts of women-owned STFs and opportunities for women social entrepreneurship in the tourism sector are identified and discussed.