The role of the tour operator in South America: Argentina,Chile, Paraguay and Uruguay

The role of the tour operator in the supply chain has focused traditionally on the dominant position of companies situated in the generating countries of Europe and North America; despite recognition of the tour operator located in emergent receiving countries, the area has not been discussed extensively. This paper investigates the opinions of 37 tour operators in four emerging countries in South America, with a view to evaluating the nature and level of contact with foreign tour operators and suppliers. It assesses the degree of internationalisation that occurs, and the extent to which tour operators are involved in the process of tourism development. The paper confirms the role of the receiving tour operator within the distribution chain, but concludes that in terms of stimulating tourism development there is a need for more research into the relationships between government and the wide range of organisations involved in the process. Copyright © 1999 John Wiley & Sons, Ltd.     

Niche tourism attributes scale: a case of storm chasing

In spite of the rapid and large growth of niche tourism, and the proliferation of tour operators catering to such markets, limited information is available on the measurement of tour operator attributes that are critical to maximise the experience and needs of their tourists. Thus, a study was conducted to comprehensively evaluate different operational attributes of small storm-chasing tour operators. Findings reveal high internal reliability and utility for this niche market; additional testing is suggested to evaluate such scale among other small niche tourism operators.     

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.     

Supply‐side perspectives on ecotourism in Northern Thailand

This study provides a supply‐side perspective on ecotourism by exploring the ways in which travel agents and tour operators in Chiang Mai, Thailand conceptualise, prioritise and furnish ecotourism. Although travel agents and tour operators serve as crucial intermediaries between tourists and destinations, the ecotourism literature has largely ignored the ways in which retailers and suppliers of tourism experience approach and define ecotourism. Using quantitative data gathered from 300 travel agents and tour operators, this paper illustrates that the conceptualisation of ecotourism among agents and operators in Chiang Mai is expansive, flexible and, in some ways, internally contradictory. Copyright © 2010 John Wiley & Sons, Ltd.     

Human resource development in remote island communities: an evaluation of tour‐guide training in Vanuatu

About 30% of visitors to Vanuatu visit the outer islands, where ecotourism has recently emerged as a small‐scale but significant activity. In the face of increasing competition from comparable Asia–Pacific destinations, there has been pressure on tourism operators and the Vanuatu Government to improve product quality through mechanisms such as the development of high‐quality tours. One way to enhance product quality is through the provision of appropriate professional training for tourism sector employees, including local tour guides. The paper outlines a tour‐guide training programme delivered on the outer islands, which received financial assistance from several foreign aid agencies. The programme is an instructive example of an attempt to implement a human resource strategy in a developing country arising from the recommendations of a national tourism masterplan that sought the active involvement of international funding agencies in the implementation phase. The paper evaluates the effectiveness of the training programme and outlines the challenges of programme delivery. Copyright © 2002 John Wiley & Sons, Ltd.     

Factors affecting the service quality of the tour guiding profession in Macau

This study examines the factors affecting the service quality of the tour guiding profession in Macau. In‐depth interviews were conducted with representatives from the Macau Tourist Guide Association, the Macau Government Tourist Office and selected practising tour guides to explore the issues from multiple insiders' perspectives. The factors identified were classified into six categories: unhealthy business practices, market domination, immaturity of tourist market, changing tourist behaviour, intense competition between inbound tour operators and human resource issues. The findings suggest that a number of these problems actually originated from the unhealthy business practices of the tourist‐generating country, namely mainland China in this study. Considering the growing importance of the Chinese outbound tourism market, the study findings will be of significant value to Macau and to other destinations targeting the Chinese market. Copyright © 2009 John Wiley & Sons, Ltd.     

Insights into domestic horse tourism: the case study of Lake Macquarie,NSW, Australia

This explorative study examined the extent and potential of horse tourism in Australia, specifically in Lake Macquarie, New South Wales. The study was based on in-depth interviews with 10 stakeholders. These stakeholders ranged from tour operators to tourists, and their experience with horse tourism was then discussed against literature. The stakeholders' main concerns and challenges indicate a gap between the demand and supply side especially for domestic tourists travelling with their own horse(s), indicating an opportunity for developing and engaging existing systems and businesses in Australia into an agenda for a horse tourism strategy.     

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.     

Tour guides under zero-fare mode: evidence from China

The zero-fare tour is a common phenomenon in China that receives a great deal of attention from the popular press but little attention in the tourism literature. This qualitative study illuminates the previously unheard voice of the zero-fare group tour guides, examining their work attitudes and relationships with tourists, tour operators, and tourism administrators. A two-phase pre- and post-interview approach is used to examine the impacts of the 2013 tourism law on the tour guides. Findings indicate that tour guides struggle with conflicting feelings towards the zero-fare tour and their place within it. For instance, the informants describe themselves as scapegoats of the zero-fare tour mode, yet they also enjoy the freedom and opportunity it presents. The study concludes with a call for more thoughtful consideration of the policy and governance of the zero-fare tour.     

The invention of shopping tourism. The discursive repositioning of landscape in an Italian retail-led case

Under the label of ‘shopping tour’, tour operators currently offer package tours which aim to highlight for the visitor the commercial appeal of a particular location. A variety of destinations are suitable for tours with such a label. In this context, certain ‘shopping tourism’ destinations simply consist of areas where the concentration of corporation-led retail venues is high. The Novese Area, in the northwest of Italy, has been transforming into such a destination since the opening of the Serravalle Designer Outlet, an outlet ‘village’ which opened in 2000. This paper reports on original research aimed at enquiring about shifts in the representation of the landscape of this area as it is shown in the discourses of local political and business actors. It is argued that this case study portrays a rather unique case of late western urban regeneration practice through which a formal industrial area is turned into a consumption site suitable for tourism. Here, the repositioning process not only influences local planning policies, but feeds – and is fed by – a simultaneous process of consumption normalization.     

Experiential and involvement effects on the Korean wine tourist's decision-making process

This study's core purpose is to understand the behavioural intention (BI) of wine tourists using the Extended Model of Goal-directed Behaviour (EMGB). Specifically, the Model of Goal-directed Behaviour (MGB), an advanced version of the Theory of Planned Behaviour (TPB), is extended to EMGB by incorporating experience and involvement towards wine tourism to better understand wine tourists' intention to participate in a tour. The sample was 211 Korean wine tourists. Results revealed that two constructs related to wine tourism, namely, experience of a wine tour and wine tourism involvement, formed positive and significant relationships with attitude towards participating in such a tour. Attitude, subjective norm, and positive anticipated emotion influenced tourists' desire to participate in a wine tour, which, in turn, influenced their BI. Contrary to expectations, the frequency of past behaviour does not have a significant effect on desire and BI, and perceived behavioural control has no significant effects on BI.     

Visitor satisfaction with a key wildlife tourism destination within the context of a damaged landscape

Wildlife tourism is a growing industry globally and visitor satisfaction is vital to ensure its long-term sustainability. The Lower Kinabatangan River is a premier wildlife tourism destination that is affected by surrounding land uses and needs careful management to ensure it continues to provide positive wildlife tourism experiences. As little is known about the motivations and satisfaction of tourists with this experience, a visitor survey was conducted along the Lower Kinabatangan River with 346 surveys completed. The attribute ‘Interest in viewing wildlife’ had the highest mean level of importance and satisfaction (mean?=?4.54 and 4.1, respectively, on a 5-point scale). Respondents were very satisfied with their wildlife tour experience (85%) and would recommend the experience to their friends (87%). However, almost half of respondents (47%) felt more needed to be done to protect the Kinabatangan River and wildlife. Although respondents were satisfied overall with their experience, they also expressed concerns over the number of boats and the protection of the River. Comments focused on the presence of rubbish in the River, intrusion of oil palm and the loss of forest. Many issues are beyond the management realms of tour operators but will impact on the future of the industry.     

Marketing performance measurement in hotels,travel agencies and tour operators: a study of current practices

As successful tourism firms invest heavily in marketing to defend or improve their competitive position, they increasingly need to measure their marketing performance. Previous studies related to tourism have largely focused on financial and operational performance, but the marketing perspective has been largely overlooked. Drawing on an in-depth investigation involving 12 hotel chains, 8 travel agencies and 8 tour operators, this study provides an overview of the state-of-the-art marketing performance measurements among some of the leading tourism firms in Italy. Several issues and unanswered questions are also identified.     

Volunteers as tour guides: a stakeholder–agency theory case study†

The use of volunteer tour guides by commercial tour operators has attracted little scholarly attention. This paper presents a qualitative case study of a commercially organized tour led by volunteer tour guides, and explores how the guides' status as volunteers shaped experiences of tour customers. Analysis, underpinned by stakeholder–agency theory, highlighted a range of service delivery issues that emerged during the tour. Theoretical and applied implications are discussed, with particular reference to how tour operators might negotiate the vexed issue of managing service delivery quality in the context of tour services paid for by customers, yet delivered by volunteers. Further research is required to explore potential differences in the willingness of tour operators to invest in human resource development initiatives for paid versus volunteer tour guides, along with possible flow-on implications for tour guides' role performance and customer satisfaction.     

Assessing mainland Chinese tourists' satisfaction with Hong Kong using tourist satisfaction index

The purpose of this study is to test a two‐step tourist satisfaction index framework empirically. The first step estimates sectoral‐level satisfaction indexes based on a structural equation model, and the second obtains an overall tourist satisfaction index by conducting second‐order confirmatory factor analysis. This study is a pilot test of the theoretical framework based on three tourism‐related service sectors in Hong Kong. The results indicate that mainland Chinese tourists are most satisfied with the hotel sector in Hong Kong, followed by the retail sector, and least satisfied with local tour operators. The aggregate tourist satisfaction index is 74.04 out of 100. The results of this study have important practical implications for long‐term destination management. Copyright © 2010 John Wiley & Sons, Ltd.     

Basic Questions of 'Sustainable Tourism': Does Ecological and Socially Acceptable Tourism Have a Chance?

This paper examines the tourism market and its effects on the national economy. Ecological and socio-cultural problems cannot be denied. Due to an ever-increasing number of tourists, studies of tourism specific problems are necessary. To suggest and understand steps for the realisation of sustainable tourism, the author demands a glance at the whole tourism system, which he does by giving an overview of the tourism industry with obvious problems in that field. There is an analysis of the development of tourism demand, and the question whether there is something like 'sustainable mass tourism'. The increasing awareness of the environment plays an important role when it comes to tourism and selecting a tourism destination. The paper tries to find answers to promote a more sustainable tourism through tour operators and tourism companies, which can be a niche strategy for small or medium sized businesses. Strategical points (approaches) of a more sustainable tourism are shown. The realisation of sustainable tourism can be an economical opportunity for tourism companies in the long term, but according to the author the immediate risks involved in such a strategy can outweigh the benefits. There are also limits in carrying out more sustainable tourism programmes.     

Measuring the quality of hospitality at Antalya

Tourism has become an important pillar of the Turkish economy. Therefore, service quality of the catering sector deserves and attracts attention. This paper employs data envelopment analysis (DEA), a linear programming method, to gauge the validity of official quality ratings at Antalya, a major seaside resort. This benchmarking‐based technique is applied to standardise the ‘starring’ system used by regulators and rating agencies. This is done by using efficiency scores generated by the DEA technique. Such standardisation helps tourists and tour operators. In addition, a second‐stage Tobit regression identifies the causes of inefficiency, and the managerial implications of the findings are discussed. Copyright © 2007 John Wiley & Sons, Ltd.     

Looking into the overlooked: incoming tour operators and early tourism development in Gabon

For a few years, Gabon has demonstrated increasing signs of its willingness to develop tourism. This has led a growing number of individuals and/or companies to seek opportunities and invest in the inbound tourism sector. Yet Gabon still presents high barriers to tourism development, resulting in major constraints upon tourism firms. This paper focuses on the particular example of incoming tour operators (ITOs); ITOs play a role in tourism distribution but have received little attention in the literature. This study seeks to better understand their profiles as well as their marketing and channel behaviours in the Gabonese fledgling tourism industry. Based on semi-structured interviews held in 2011–2012 with 11 ITOs in Gabon, the study outcomes show that ITO marketing and channel behaviours were rational and growth-oriented and were influenced by company profiles, demand requirements and the position of power of ITOs in the distribution channel. The accessibility, comfort and reliability of products/suppliers stood out as key factors in the upstream or downstream channel behaviours of ITOs (selection of suppliers vs. selection of customers). Most respondents considered vertical integration as an appropriate strategy to improve the supply channel.     

Equestrian tourism: animal agency observed

There is limited scholarship engaging with equestrian tourism even though this segment of the tourism industry has recently undergone phenomenal growth in both supply and demand. This article will focus on the core element of equestrian tourism, travel on horseback, and will explore the role of equine animal agency in the co-creation of tourism experiences and tourism places. Employing qualitative methods, it will demonstrate how horses assert themselves as subjective agents and active players in the communities that tour groups form, assuming a variety of roles that effect their riders' self-actualization and psychological enrichment. At the same time, they assume an active role in determining their own fate by contributing to a climate of animal ethics specific to equestrian tourism. A predominantly female clientele looks to their equine partners for companionship and inspiration and reciprocates by demanding high standards of animal welfare and horsemanship. On the supply side, equestrian ground operators have established themselves as lifestyle entrepreneurs who place their own and their guests' passion for horses and lifestyle values ahead of business savvy and economic efficiency.     

Sensation‐Seeking Attributes Associated with Storm‐Chasing Tourists: Implications for Future Engagement

This study explores recreational storm chasing, a new form of niche tourism. In particular, this study examines sensation‐seeking traits associated with participants' socio‐demographics, storm‐chasing involvement and tour satisfaction levels. Results show that recreational storm chasers scored highest on Experience Seeking and lowest on Boredom Susceptibility sensation‐seeking dimensions. Correlation tests showed that several socio‐demographic, storm‐chasing involvement and tour satisfaction indicators are associated with Thrill and Adventure Seeking, Boredom Susceptibility, and Experience Seeking dimensions. Marketing and management implications of study results also are discussed. Copyright © 2011 John Wiley & Sons, Ltd.