Hungry for Growth? Small and Medium‐sized Tourism Enterprise (SMTE) Business Ambitions,Knowledge Acquisition and Industry Engagement

Differences are identified between the preferred information and learning channels of small and medium‐sized tourism enterprise (SMTE) proprietors, who have an interest in business operations (growers) or who have relatively less interest (lifestylers). Lifestylers sign up frequently to tourism industry associations, whereas growers have a tendency to join generic business groupings. The most common information for both groups is marketing related, and intensive use is made of online information to support day‐to‐day business operations. In aggregate, SMTE proprietors are avid information seekers, attaching importance to the advice provided from experienced and trusted sources. Growers proactively gather information about general management as well as tourism‐specific knowledge. Adopting a ‘one size fits all’ approach to providing information for the SMTE sector is unlikely to be effective. Copyright © 2012 John Wiley & Sons, Ltd.     

Employee Turnover Intention in Travel Agencies: Analysis of Controllable and Uncontrollable Factors

High turnover rates have long been a problem and costly in many industries. Numerous studies have focused on the reasons for employee turnover; however, most have focused on the hospitality industry but scarce in travel agencies. Thus, this research aimed to examine the situation in travel agencies in Hong Kong. A sample of 200 frontline staff was selected by convenience sampling. The results indicated that five independent variables, namely, general job satisfaction, job hopping, job security, training opportunity and promotion opportunity are significantly related to turnover intention. The managerial implications of these findings and future research directions are also discussed. Copyright © 2014 John Wiley & Sons, Ltd.     

The impact of abusive supervision and co-worker support on hospitality and tourism student employees’ turnover intentions in Ecuador

Ram (2015. Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and hospitality industry. Current Issues in Tourism. doi:10.1080/13683500.2015.1064364) posits that violence and harassment are areas of concern within the hospitality industry, and scholarly interest in abusive supervision in the workplace has grown since the last decade. This study extends Ram's (2015. Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and hospitality industry. Current Issues in Tourism. doi:10.1080/13683500.2015.1064364) assertion by examining the effect of abusive supervision experiences on student employees’ turnover intentions in a hospitality and tourism context in a high power distance culture, Ecuador. The results showed that abusive supervision was positively related to turnover intentions, and its effect was stronger than co-worker support, with the abusive supervision–turnover intentions relationship being fully mediated by perceived organizational support (POS). In addition, co-worker emotional support was found to attenuate the negative effects of abusive supervision on POS. All in all, the findings highlight the roles of POS in explaining the relation between abusive supervision and turnover intentions and co-worker emotional support in buffering the negative effect of abusive supervision. The important role of culture is discussed.     

Job Embeddedness as a Moderator of the Impact of Organisational Justice on Turnover Intentions: a Study in Iran

The purpose of this study was to examine job embeddedness as a moderator of the effects of distributive, procedural and interactional justice on turnover intentions. This study also investigated the relationship between the aforementioned justice dimensions and turnover intentions. Data were gathered from a sample of full‐time frontline hotel employees with a time lag of 2 weeks in Iran. The results demonstrated that the negative effects of distributive, procedural and interactional justice on turnover intentions were stronger among frontline employees with high levels of job embeddedness. The results further revealed that these justice dimensions had negative relationships with turnover intentions. Copyright © 2012 John Wiley & Sons, Ltd.     

Assessing staff turnover: a view from the English Riviera

This paper explores the extent of labour turnover in tourism businesses in the seaside resort of Torbay. In‐depth interviews assisted in providing a better understanding of factors contributing to staff turnover in the destination. Turnover rates were found to be high, but varied depending on type and size of business. Evidence was found that supported the literature of a split in the tourism workforce between core and peripheral workers. Perceptions of factors that cause turnover varied considerably. Little difference was found in employers' and employees' perceptions of factors that cause staff turnover. Copyright © 2004 John Wiley & Sons, Ltd.     

Evaluating residents' attitudes and intentions to act towards tourism development in regional Victoria,Australia

With the tourism industry expanding post‐2001, research on the impacts of tourism development continues to be important. Previous research has focused both on the types of impacts on the residents and the segmentation of the host community. Most of these studies have used attitudes as the clustering base. Although the resultant cluster groups have been able to discriminate community groups who either support or oppose future tourism development, these groups are difficult to identify in the community and the influence these attitudes have on the behaviour of residents remains unknown. This research investigated the link between positive and negative attitudes and the residents' intentions to act either to support or protest future tourism development. The results found no significant relationship between negative intentions to act (protest) and demographics, attitudes or the various community cluster groups. However, positive intentions to act (support future development) were related to gender, age, education, life cycle, length of residence and tourism business connection. Further, positive intentions to become more involved in tourism development within the community were related to both positive and negative attitudes. Finally, this research found that residents who traditionally involved themselves in proactive community groups had the strongest intention to ensure future tourism development benefited the community. Implications for the tourism industry, local government and the management of future tourism development were explored. Copyright © 2006 John Wiley & Sons, Ltd.     

The antecedents and consequences of job stress of flight attendants – Evidence from Taiwan

This study investigates the relationships between the antecedents of job stress, such as work-to-family and family-to-work conflicts, and consequences, such as job satisfaction, organizational commitment and turnover intentions, of flight attendants who are typically characterized as undertaking ‘emotional labor’. Using a sample of flight attendants collected from Taiwanese airline companies, the study reveals evidence of the following linkages; family-work conflict → job stress → job satisfaction → organizational commitment → turnover intention.     

Social impacts of tourism: an Australian regional case study

As the support of host communities is a precondition for a sustainable industry, regional social impact studies are a crucial input to tourism planning and decision‐making. This study assessed the social impacts of tourism in a rural region of Australia where tourism is an important sector of the economy. As well as providing data to aid regional tourism planning, this study identifies differences in personal and community‐wide impacts; advances understanding of the factors that influence residents' perceptions of tourism impacts; and assesses the degree to which tourism activity associated with protected areas contributes to the identified social impacts. Copyright © 2008 John Wiley & Sons, Ltd.     

Perception and attitude of Hong Kong hotel guest‐contact employees towards tourists from Mainland China

In recent years, the majority of arrivals to Hong Kong, which were once dominated by the Western and Japanese markets, were replaced by arrivals from Mainland China. The number of tourists from Mainland China has overtaken others to become the largest single market for the territory. With its increasing significance, providing quality service to these visitors becomes crucial to the success of the tourism industry and of the hotel industry in particular. Unfortunately, the satisfaction rating of the Mainland visitors on hotel services in Hong Kong is reported to be relatively low when compared to those given by other major markets. It is suspected that the perception and attitudes of the service staff may influence their behaviour in serving customers. As such, this study conducted a survey questionnaire with 228 guest‐contact employees of hotels in Hong Kong. Results indicate that most respondents have a fairly positive perception towards the Mainland tourists in relation to the economic and financial benefits that they bring to Hong Kong. However, a majority of the respondents express negative perception and attitudes towards these tourists in respect to their appearance, personalities and behaviour. Despite some respondents indicating that they exhibit different service behaviour towards visitors from Mainland China and other countries, no major significant differences in their perception and attitudes were found in this study. It is recommended that various types of cross‐cultural training, such as sensitivity training and role playing, would be helpful to guest‐contact employees in enhancing their ability to be more objective and more tolerant of other people's behaviour. This study concludes that hotel employees, especially those who work as front‐line staff, must remain aware of their subjective judgments when dealing with guests and be more accepting of others. Copyright © 2007 John Wiley & Sons, Ltd.     

The moderating effect of nationality on crowding perception,its antecedents,and coping behaviours: A study of an urban heritage site in Taiwan

Due to the significant increase in international tourism arrivals, academic attention that addresses the heterogeneity among nationals with respect to the congestion impact at attraction sites is called for. This study evaluates the moderating effect of nationality on crowding perception, its antecedents, and coping behaviours in order to identify the sensitivity of user groups towards crowding issues. A Taiwanese urban historical site was selected as a case study to assess the differences among domestic Taiwanese, mainland Chinese, and foreign visitors in response to an increase in use pressure. Results supported the moderating effect of nationality on all crowding relationships, and indicated that Taiwanese and foreign visitors were more crowd intolerant and had a higher tendency to engage in coping behaviours than those from mainland China. Good crowding perception, social norms for acceptable behaviours, travel format, and bilateral sociopolitical relationships are suggested as explanations for user differences.     

What the newcomers to transit-oriented development are confronted with? Evidence from Iranian policy and planning

Today, the American model of Transit-Oriented Development (TOD) has gained widespread adoption around the world. Together with pioneer cities in the U.S., Japan, Singapore, and other European countries, there are newcomers to TOD, mainly from the cities located in the developing countries with rapid urbanization and motorization trends, with the purpose of benefiting from TOD advantages in response to the apparently unsustainable traffic-caused challenges. Opportunities, challenges and prerequisites needed for TOD planning seem to have been unclear so far for such nations. Hence, the present study, aims to fill this gap through examining an analytical framework for TOD planning in the case of Iran. The recent policies on TOD also have been initiated at both national and local levels in this country. Directed content analysis of 11 call interviews with Iranian urban professionals and government officials demonstrated that, as with global experiences, adversary physical characteristics and policy background of Iranian cities tremendously preclude joint transport land-use initiatives so that the nature of urban (transport) policies and planning as well as the resulting urban form are both car-oriented. As such, there is a great deal of fundamental works that should be accomplished by the newcomers. The results showed the extent to which the conditions for TOD newcomers are similar which could provide a common framework to the future customized analysis of the individual challenges and planning prerequisites.     

Partnerships in ecotourism: Australian political frameworks

Conservation interests hope to use tourism as a tool in conservation, whereas tourism interests want to use conservation as a tool in tourism development. Both promote partnerships, but with different political aims. In federated nations such as Australia, this involves industry associations and government agencies in different jurisdictions as well as different portfolios. There are several recent national‐scale initiatives in Australia. The Tourism in Australia's Protected Areas Forum, TAPAF, is an informal information exchange group between state protected area management agencies which also includes state government tourism representatives. TAPAF has promoted a Code of Practice for commercial tour operators in protected areas. Ecotourism Australia is an industry association which has promoted a Cairns Charter on Partnerships for Ecotourism. The National Tourism and Heritage Taskforce is the highest‐level consultative body, representing both industry and government, tourism and environment, federal and state levels. NTHT has produced a national strategy called Going Places, currently under implementation. The federal tourism portfolio has produced a somewhat conflicting document of its own, called Pursuing Common Goals. And the peak tourism industry association, formerly the Tourism Task Force and currently known as TTF Australia, is soon due to launch a report called Making National Parks a National Tourism Priority. Copyright © 2004 John Wiley & Sons, Ltd.     

Pro-tourism and anti-tourism community groups at a world heritage site in Turkey

This empirical study deepens our understating of support for sustainable tourism development (SSTD) from the perspectives of various community groups in Pamukkale, a world natural and cultural heritage inscribed on the UNESCO list. A quota sampling technique was used to survey the views of three communities: business, farmers, and the government. Occurrences of contrarian cases were checking using cross-tabulation analyses. Complexity theory and fuzzy-set qualitative comparative analysis (fsQCA), as an innovative approach, were applied to develop and test a configurational model for predicting both high and low SSTD scores for three community groups. The fsQCA results revealed that causal recipes for achieving pro-tourism behaviour are not simply mirror opposites of the conditions leading to anti-tourism behaviour. The complex configurational models indicating high/low SSTD were unique to each community group, indicating that a specified strategy must be developed for community-based tourism management. The evidence-of-fit validity of the measurement model and the predictive validity of the configurational model were provided. Support for the fsQCA results in the key tenets of complexity theory confirms that this theory explained the heterogeneity and complex interactions of SSTD antecedents well. The study outcomes provide a guideline for managing conditions to both increase SSTD and hinder SSTD negation for various community groups. The limitations and implications for further research are discussed.     

The role of Government in the development of tourism in Kenya

This study uses the case study of Kenya to analyse the role of government in the development of tourism in the Third World. Usually, government involvement in the development of tourism reflects on the uniqueness and peculiarity of the tourism industry. By its nature, the development and provision of tourism product involves diverse stakeholders and activities. In the diverse socio‐economic situation, it is usually the government that has the required social and political capacity and legitimacy to bring together and co‐ordinate the activities of diverse and different interest groups which are involved in the development of tourism and, also, establish the required level playing field. In this regard, as probably is the case in most less developed countries where tourism is a major socio‐economic activity, the Kenya Government has, over the years, played a crucial role in the development of the country's tourism industry. Particularly, during the exploratory stage of tourism development in Kenya, it was government involvement that helped lay the required groundwork and, as a consequence, jump‐started the rapid development of the country's tourism industry. However, in recent years, particularly in the 1990s, Kenya's tourism industry is confronted with serious problems including declining international visitor arrivals and decreasing tourism revenues. Ironically, the same government that played a crucial role, especially in the initial development of the country's tourism industry, is currently being blamed as being responsible for the industry's current poor performance. Thus, this study will also examine the underlying factors responsible for the current downturns in Kenya's tourism industry and how they relate to the role of government in the development of tourism. Copyright © 2002 John Wiley & Sons, Ltd.     

Career paths and labour mobility in the conventions and exhibitions industry in eastern Australia: results from a preliminary study

The Conventions and Exhibitions Industry has undergone substantial economic growth worldwide and is seen as an excellent provider of new employment opportunities. The sector is recognised and considered attractive for both new and existing employees and provides excellent career prospects. However careers within the sector are relatively new with little information available as to potential progression or pathways. In an industry that is subject to high mobility rates and labour turnover this paper presents the preliminary findings of a study that is focused on establishing the potential career paths, patterns and strategies of managers in the convention and exhibition industry in Australia. Copyright © 2001 John Wiley & Sons, Ltd.     

Experience value: antecedents and consequences

This article outlines and tests a holistic model of tourist experience that includes the effects of the antecedents and consequences of the perceived value of an on-site trip experience. Based on the literature and the results from the present research, this article develops a framework of perceived value experience and its antecedents, such as tourist motivation, involvement, and knowledge, and consequences, such as satisfaction and future intention, in terms of recommendations and repeat purchase. Structural equation modelling is applied to test the model. The results strongly support the notion that the constructs of motivation, involvement (to a lesser extent), and tourist knowledge serve as antecedents to the perceived value of a holiday experience, which influences the consequences of behaviour, such as satisfaction and loyalty.     

The impacts of perceived organizational prestige and organization identification on turnover intention: the mediating effect of psychological empowerment

This study examined the attitudes of workers employed at hotels in Turkey. An integrated model was developed to highlight the relationship between organizational prestige and organizational identification with turnover intention as mediated through psychological empowerment. Using a sample of 332 employees, structural equation modelling was conducted to establish this relationship by analysing the responses of employees of hotels in Turkey. The findings of the study reveal a strong relationship between organizational identification/organizational prestige and hotel employees’ turnover intention. The study discusses the implications of the presented findings and suggests potential practical applications.     

The changing profile of caravanners in Australia

Caravanning has been a popular leisure activity in Australia for many decades. In recent years the profile of the industry has changed with a shift from family caravanning to retirees. This change has significant implications for the industry overall as well as the regional areas visited by caravanners. This paper reports on research designed to develop a profile of contemporary caravanning in Australia. One of the most significant findings was the homogeneity of the respondents. The largest groups of respondents were ‘empty nesters’, people who were retired or near retirement and who were attracted to three clusters of activities: nature; shopping and eating; and visiting heritage attractions. Another major finding of interest for regional areas was the relatively low daily expenditure on food and accommodation. The paper discusses a range of options that may be used by regional areas to boost their caravan sector. Copyright © 2006 John Wiley & Sons, Ltd.     

The successful management of organisational change in tourism SMEs: initial findings in UK visitor attractions

Organisational change management theory for small and medium‐sized enterprises (SMEs) within the tourism industry is an under‐researched field. Changing political, economic, social and technological factors can leave unprepared SMEs exposed to external as well as internal pressures, which can lead to underperformance, or in worst case scenario, business failure. This paper, reporting on the findings of exploratory research of nine UK‐based visitor attractions, all qualifying as SMEs, suggests that the successful management of change is crucial for SMEs' survival and success. The findings argue that the current approach taken to organisational change management within the industry is bumpy incremental, bumpy continuous and planned. Hence, the paper provides a framework for managing organisational change based on eight critical success factors identified by the study: adaptability and flexibility, commitment and support, communication and co‐operation, continuous learning and improvement, formal strategies, motivation and reward, pragmatism, and the right people. Copyright © 2008 John Wiley & Sons, Ltd.     

An examination of recreational divers' underwater behaviour by attitude–behaviour theories

The increasing demand for dive tourism activities has resulted in concerns over scuba divers' incremental impacts on the underwater marine environment. Hence, there is a need to better understand the antecedents of scuba divers' underwater behaviour. This study applied theory of planned behaviour (TPB) and norm activation theory (NAT) of altruistic behaviour in examining the relationship between diving attitude, perceived behavioural control, subjective norms and personal norms (PNs) with responsible underwater behaviour among scuba divers. Using the combination of purposeful and convenience samplings, data were collected from divers (N?=?413) who visited the top five most attractive islands in Malaysia. The results supported the use of TPB as a basis for explaining the underwater behaviour of divers. Among the four constructs examined, attitude and PNs were found to be of paramount importance in influencing pro-environmental behaviour. This study also validated the exploratory dimensions that constitute the measurement constructs for scuba diving attitude and responsible underwater behaviour. Scuba diving stakeholders should emphasise continuous education and an integrated programme of marine conservation to enhance divers' attitude and personal commitment towards pro-environmental behaviour. These are crucial for the sustainability of the scuba diving industry.