Comparing local and foreign perceptions of service quality of five-star hotels in Sri Lanka

Using the SERVQUAL model, this study analyses the survey data from 400 local and foreign guests of five-star hotels in Sri Lanka. The study discovered local visitors were less satisfied with the assurance aspect of hotel service, while foreign visitors were less satisfied with the empathy aspect. Overall, foreign visitors had higher expectations and perceptions of hotel service compared to locals. The study demonstrates variations between local and foreign visitors’ perception and satisfaction of hotel service quality. This sheds light on differing treatments expected by foreign visitors than their domestic counterparts which is useful in strategic decision-making and service improvement.     

Government support for tourism and the UK: A different perspective

The nature of government support for industry in the UK is examined. Support for tourism has not equalled that given to manufacturing but the grounds on which the case for tourism are argued are unsatisfactory. The circumstances where a free enterprise economy could be reconciled with increased government support for tourism are argued. A case is made for subsidized holidays and it is suggested that cash grants for tourism development are inappropriate and should be replaced by other forms of funding.     

Assessing the importance of urban tourism: Conceptual and measurement issues

Urban tourism has not received extensive recognition in tourism research, policy and planning yet its current and potential market is great. Improving the understanding of the importance of urban tourism requires the development of analysis and research methodologies related specifically to this sector. Based on Calgary, Canada, this article develops a model of urban tourism systems and ways in which potential and needs may be identified.     

Towards new tourism policies: The importance of environmental and sociocultural factors

Unrestricted tourism growth could lead to the positive economic effects of tourism being outweighed by significant social and environmental disadvantages, which could in turn translate the economic benefits into disadvantages. This process derives not only from tourism effects per se, but also from changes in the social structure. This article calls for not merely economic and technical adjustments in policies, but for a fundamental political transformation in the conception of tourism and recreation.     

A decade of injury monitoring in the New Zealand adventure tourism sector: A summary risk analysis

Adventure tourism safety has received relatively little research attention despite the level of risk inherent in many adventure activities. In New Zealand, an absence of surveillance or monitoring of injury in the adventure sector has had important implications for the management of tourist safety. A series of studies conducted by the authors between 1996 and 2006 have sought to address this knowledge gap, with the aim of identifying the extent and nature of adventure tourism injury using a range of primary and secondary data sources. The paper reports on findings from a summary risk analysis of these studies, including evidence for the scale of the adventure tourism injury problem, and ranking of degree of risk for a range of factors for safety in adventure tourism participation. A conceptual model to assist risk management in the adventure sector is presented, and implications of findings for management and the adventure sector are discussed.     

The development of a conceptual model of greening in the business events tourism sector

This paper examines the process of corporate greening, and proposes a general conceptual model of the process, which may be relevant in a number of different corporate sectors. The model includes drivers of greening and barriers to greening and also the organisational context in which greening decisions are taken. In addition, this paper considers the role of media coverage in influencing pro-environmental behaviour amongst organisations. The paper then tests the model in one particular tourism context – that of business events – in order to ascertain the specific nature of the corporate greening process in that context. The paper concludes that the general model may be applied to a number of industry sectors, and the model specific to business events tourism may be used to underpin future research in this area.     

The Past,Present, and Future of Hospitality and Tourism Higher Education in Hong Kong

SUMMARY

Hospitality and tourism management programmes are widely available in Hong Kong. At present, there is no official publication on the history and development of higher education in hospitality and tourism management in Hong Kong. This paper aims to review the history and current status of hospitality and tourism higher education in Hong Kong, focusing on the programmes offered at sub-degree, degree, and post-graduate degree levels, and to explore future directions for its development.     

A multi-level approach to the study of production chains in the tourism sector

This paper proposes a multi-level approach to analyse the production chains in which two characteristic tourism activities – the hotel and travel agency industries – participate. Firstly, from a macroeconomic perspective, input-output techniques are used to identify the most significant tourism production chains from the regional input–output table of Andalusia (Spain). Secondly, from a microeconomic perspective, a different approach is taken based on the concept of Global Value Chains (GVC). In this respect, the structure and main agents participating in the tourism GVC are presented, and the role of small and medium-sized enterprises (SMEs) in the hotel and travel agencies industries in Andalusia is put forward. Finally, these two approaches are compared and connected, exploring some characteristics of these tourism production chains at the mesoeconomic level of analysis.     

Site and situation strategy in tourism planning: A Mexican case study

Mexico has experienced all the effects, good and ill, of a large and expanding tourist trade. Tourism's negative consequences--economic dependency, crime, cultural erosion--have manifested themselves in tourist ghettos along Mexico's northern border, on the Mexican Riviera, and in the capital. This study is an assesment of contemporary Mexican tourism planning as it relates to these problems, and further as it seeks to make tourism a stimulus to economically depressed areas of the nation. A case study approach is utilized to identify the strategy of site and situation selection for the new programmed resort complex at Cancun on the Caribbean coast of the Yucatan peninsula. It is concluded that Cancun embodies, at least for Mexico, a radical departure in tourism development. The resort is situated to attract a large foreign clientele and to create the greatest possible positive economic and social impact on a resident Mexican population that has suffered chronic underdevelopment.     

Golf tourists in South Africa: A demand-side study of a niche market in sports tourism

The targeting of tourism market segments is considered to increase repeat visitations to tourism destinations because it allows destination marketers to accurately determine the needs and expectations of targeted tourists, develop more effective marketing strategies, which in turn, assists with ensuring that the targeted tourists segments support and return to the destination. Consequently, the aim of the study was to determine the profile of golf tourists attending an international golf event in South Africa by shedding some light on their key trip-related and general golf tourism behaviour patterns. To date, most research undertaken has focused on product-driven research concerned with golf course facilities and the marketing thereof and little emphasis on demand-side research concerning the golf tourist. Personal interviews were conducted using a structured questionnaire involving 314 golf tourists selected through a systematic random sampling technique. The paper investigates the level of development of golf tourism, analyses the golf tourism market and highlights critical factors for its success, in South Africa.     

The role of wellness spa tourism performance in building destination loyalty: the case of Thailand

ABSTRACT

Despite the considerable growth of the wellness spa tourism market, little research has examined the intricate procedure involved in travelers’ loyalty toward Thailand as a wellness spa tourism destination. This research aimed to explore such loyalty formation by investigating the relationships among performances of wellness spa tourism in Thailand, affective experiences, and overall satisfaction. A field survey methodology was used for data collection. Findings of the structural analysis revealed that product performances, affective experiences, and satisfaction were in general significantly associated, and that these variables contributed to a satisfactory prediction for destination loyalty. In addition, the adequacy of the second-order structure of the performances of Thai wellness spa tourism was demonstrated. Moreover, the relative effectiveness of satisfaction in building loyalty was identified. Both affective experiences and satisfaction were also found to have a significant mediating impact. Implications for destination researchers and practitioners are discussed.     

The grand tour: Sources and a methodology for an historical study of tourism

Research into the history of tourism is at an early stage of development. This article examines the range of source material which relates to the Grand Tour and considers the problems involved in its interpretation. It then outlines a methodology designed to investigate this area of tourism research.     

The place of the family in tourism research: Domesticity and thick sociality by the pool

This article is concerned with the place of the family in tourism research. In an attempt at situating tourism theory, three discourses of tourism are examined in order to see what kind of articulations of the familiar they epitomize. This article is also concerned with developing theoretical constructs that are sensitive to the familiar character of tourism. Making space for the family in tourism research requires the reappraisal of domesticity and thick sociality in tourism. The article makes references to research on mass tourism in Menorca to discuss the implications of the re-socialization of tourism theory. The idealized notions of the nuclear family that are formed and performed on coastal resorts are contrasted to the complex realities of family life.     

Engagement-Based Loyalty: The Effects of Social Media Engagement on Customer Loyalty in the Travel Industry

In this article, we investigate the relation between customer loyalty and social media engagement. Two dimensions of customer loyalty are considered: affective and conative loyalty. We distinguish two forms of social media engagement: consuming of social media (passive engagement) and contribution to social media (active engagement). In a survey among 1,050 customers of a travel agency, the level of engagement of customers with the company’s social media activities is measured in relation to their degree of loyalty. Results show a partial positive relationship between social media engagement and customer loyalty: only consuming social media is directly related to affective loyalty.     

The antecedents of hashtag and geotag use in smart tourism: case study in Indonesia

ABSTRACT

This study aims to determine what factors that motivate users to use the hashtag and geotag features on Instagram while traveling. It also seeks to determine the relationship between using Instagram features, traveling experience, expectation, confirmation, and satisfaction on traveling journeys. This study collected data from 606 Indonesian travelers. Then, the data analysed using covariance-based structural equation modelling. Results show that the use of hashtags and geotags during traveling improve their satisfaction. Additionally, information seeking, chronicling, and etiquette are found to be influencing hashtag use. Meanwhile, geotag use are influenced by geotag enjoyment and anticipated rewards.     

Racialised boundaries in tourism and travel: a case study of the UK black Caribbean community

Studies of tourism motivation and behaviour have not accounted significantly for the aspirations and experiences of ethnic minority groups living in metropolitan societies. This conceptual paper presents a case study of the UK black Caribbean community and seeks to indicate ways in which members of this community perceive places, spaces and destinations in Europe. Attention is directed to how black people’s perceptions and experiences are influenced and structured by the social conditions of racialism and racism. The discussion considers how the incursive nature of the white gaze, and popular representations and stereotypes of black societies and cultures, contribute to black people’s disengagement from ‘tourism experiences’. Racialised experiences and encounters call into question an individual’s right to adopt a tourist identity. As the discussion partly focuses on ways in which black visitors perceive ‘white others’, the work strongly implies that there is a fundamental need to remove the ‘white gaze’ as the only or dominant way to observe and make sense of the world. Given that this paper contributes to an understanding of how race relations are reproduced within tourism environments, it concludes with suggestions as to how future studies of ethnic minority tourism and travel might be conducted.     

The resilience of formal and informal tourism enterprises to disasters: reef tourism in Phuket,Thailand

This paper explores the resilience of vulnerable tourism sectors to disasters in a period of global change and interdependence. The coral reef tourism industry is highly vulnerable to natural disasters and economic and political shocks. The paper also explains why enterprise resilience is central to sustainable tourism management, for economic, socio-cultural and environmental reasons. It extends the concepts of ecological and social resilience to that of enterprise resilience. Using scenarios and interviews with key enterprise staff, the study contrasts the levels of resilience of formal and informal reef tourism enterprises, and the factors associated with the enterprise resilience in Phuket, Thailand, following the 2004 tsunami and the 2008 political crisis. Informal enterprises reported better financial condition in a crisis scenario and higher levels of social capital in the form of government, family and community support than formal enterprises. Formal and informal enterprises both enjoy high lifestyle benefits from reef tourism, which supports resilience. Most formal enterprises had part foreign ownership/management (61%); no informal enterprise had any foreign ownership or management. Management policies supporting reef tourism should consider local nuances and the importance of lifestyle benefits for both formal and informal enterprises, and take steps to enable enterprise flexibility and cost-cutting during crises.     

The relationship between CRM, RM, and business performance: A study of the hotel industry in Taiwan

This study aims to investigate the implementation of customer relationship management (CRM) and its effect on relationship marketing (RM) and business performance, through an analysis of the hotel industry in Taiwan. A survey on hotels, including general and tourist hotels, and bed and breakfasts (B&Bs) was conducted, and a total of 560 questionnaires were returned. The results showed that implementing CRM has a significant and positive influence on the RM effect, positively affecting business performance for both hotels and B&Bs. However, a comparison of the influential paths of relationship models between hotels and B&Bs showed that, for hotels, the Internet service and customer support functions of the CRM strategy are the main sources of influence on the RM effect and business performance, whereas for B&Bs, the marketing support function of the CRM strategy alone influences the RM effect and business performance. To achieve higher performance, the different types of hotel enterprises should understand their main advantage before implementing key CRM strategies.     

Investigating the role of festivalscape in culinary tourism: The case of food and wine events

This paper analyses the importance of festivalscapes in determining emotions, satisfaction and future behavior of participants at food and wine events. The study applies a structural equation model (SEM) with latent variables to survey responses of visitors to the “Friuli DOC” Italian festival. The main results are that festivalscape and emotions have significant direct effects on satisfaction, which in turn has a significant effect on behavioral intention. The effects of the festivalscape on visitors' future behavior are only indirect and mediated by satisfaction. Thus, in order to enhance their visitors' behavioral intentions, festival organizers should monitor emotions and satisfaction deriving from the subjective perception of exogenous characteristics as food and wine quality, comfort and entertainment.     

The Delphi technique in the measurement of tourism market potential: The case of Nova Scotia

In order to plan for the development of tourism in Nova Scotia it has been necessary to gather information and opinions on the industry on a more detailed scale than has hitherto been done. Here the Delphi technique is used to gather data on tourism research, on future impacts of tourism and to strengthen a regional data base, all of which are intended to act as an effective policy-making tool in solving management and planning problems in the tourism and hospitality industry. The impact of new technology (in particular the CHECK-INN system) and training needs are discussed in detail.