Meeting planners’ use and evaluation of convention and visitor bureaus

The MICE industry represents one of the fastest growing segments of the tourism industry. Yet, it is only in recent years that the economic contribution of this industry segment has been recognized and the relationships among the various industry players have been examined in more depth. This study focuses on the relationship between meeting planners and convention and visitor bureaus (CVBs). Results of the study indicate that association meeting planners utilize CVBs more frequently than corporate planners. Meeting planners mainly use free rather than fee-based CVB services, with destination information and referral services being the most popular. The desire to deal directly with suppliers represents the major reason for meeting planners bypassing CVBs in their convention/meeting planning. Implications of the study results are discussed.     

Performance measurement in tourism firms: A content analytical meta-approach

This paper performs a meta-analysis of tourism performance measurement by synthesising tourism and hospitality research. A framework for understanding and advancing knowledge about tourism performance measurement is presented to overview three important dimensions of the tourism performance measurement literature (unit of analysis, approaches and disciplines). Computer-Aided Text Analysis of 978 articles covering a nineteen-year period, 1996 to 2014, is used to analyse approaches and disciplinary contexts. Specifically, we aim to advance a concrete understanding of tourism firms' performance measurement literature and to assess whether the temporal trends in performance measurement literature will help position tourism firms for the emerging tourism context. We propose some key research areas to guide a future tourism performance measurement research agenda.     

Green and non-green outcomes of green human resource management (GHRM) in the tourism context

Globally, organizational espousal of green and sustainable operations has been critically facilitated by green human resource management (GHRM) initiatives, especially in the tourism and hospitality sector. This research is an effort to examine the nuances of employees' responses to GHRM and contribute to this field by examining how narcissism, an individual trait and boundary condition, influences GHRM's relationship with employees' green (voluntary and task-related practices) and non-green outcomes (task performance and job satisfaction). Our hypotheses, grounded in social identity and trait activation theories, were tested with data obtained through a time-lagged two-wave survey of 219 UK-based hotel employees via the Prolific Academic platform. Analysis revealed significant associations between GHRM and all employee outcomes. Narcissism was shown to have a significant moderating effect on GHRM's associations with both green and non-green (task performance) behaviors. Our results imply important understandings for the advancement of theoretical knowledge and practical implementation of GHRM.     

The impact of the servicescape on the desire to stay in convention and exhibition centers: The case of Macao

This study examines the important role of the servicescape in relation to customers’ cognitive (beliefs about servicescape quality), affective (affect and satisfaction) and behavioral responses (desire to stay) in the context of convention and exhibition centers in Macao. Unlike previous servicescape studies, we include two personal customer characteristics, namely perceived sacrifice and value-for-money considerations, as potential moderators of the relationship between customers’ satisfaction and the desire to stay. Overall, our results suggest that servicescape elements positively influence customers’ perceived quality of the service, their affect, customer satisfaction and desire to stay. Furthermore, this study reveals that value-for-money considerations enhance the positive impact customer satisfaction has on customers’ desire to stay in convention centers and that customers’ perceived level of sacrifice has a direct effect on their desire to stay. Theoretical and managerial implications are also presented.     

Attendees’ needs and service priorities in a large convention center: Application of the importance–performance theory

The study identified attendees’ needs and service priorities when attending an exhibition at a large convention center. Data was collected using self-administered questionnaires from 566 subjects attending five different exhibitions. The results indicated that overall cleanliness of the convention center, a well-maintained facility, and helpfulness of guest services personnel were top priorities for attendees regarding the convention center's facility services. Attendees also attributed high importance to the following features of the convention facility: directional signage within the convention center, availability of high quality lodging near the convention center, sufficient restrooms throughout the facility, and ability to get cell phone signal. Furthermore, statistically significant differences were found between the level of importance and performance of the majority of the facility services and features of the convention center. Implications for decision makers regarding these importance–performance gaps are discussed.     

Importance Performance Competitor Analysis (IPCA): A study of hospitality companies

Although Importance Performance Analysis (IPA) is a popularly used method in many research areas, academics mainly criticise it because of its relative structure and lack of consideration of competitors. In the present study, the author proposes an extended version of IPA, which is called Importance Performance Competitor Analysis (IPCA), to address these shortcomings. The proposed method considers the GAP score, which is obtained by the comparison of an attribute’s importance and the focal company’s performance in the same attribute. Moreover, it uses focal and competing companies’ performance differences score. IPCA offers different strategies for each attribute depending on the quadrant that it is positioned in. Absolute structure and consideration of competitors are the advantages of IPCA. Another characteristic of the IPCA is its simplicity, like IPA, there is no necessity to have advanced level statistical knowledge.     

The measurement of concentration in the hospitality industry

The development of a computerised data base capable of modification and updating together with both statistical and behavioural studies of market structure, conduct and performance offers a theoretical and empirical framework within which the hospitality service can be analysed and the businesses within it. This paper sets out a methodology for measuring one aspect of market structure — concentration — in one of the component sectors of tourism as a first step in this process. The computer programs are already developed and successfully run in measuring concentration in another service industry, namely retail distribution.     

Balanced scorecard in the hospitality and tourism industry: Past,present and future

After its introduction in 1992, the balanced scorecard (BSC) has attracted considerable interest from both scholars and practitioners. This is evidenced by the increasing number of publications addressing BSC and the large number of professional events devoted to it. However, there is little research on BSC in the hospitality and tourism industry. This study aims to contribute towards filling this significant gap through studying 106 top-ranked journal articles on BSC, of which 37 belong to the hospitality and tourism industry. In so doing, the study highlights the research focus that has been placed so far on BSC and examines its trends and the relationships amongst its perspectives. It also provides valuable input to identify gaps currently impeding BSC development in the hospitality and tourism industry, recommends future research opportunities intended to improve understanding and practice of BSC along with building up on emerging research topics like sustainable tourism and new tourism management.     

The Use of Importance Performance Analysis in the Hospitality Industry

ABSTRACT

Increased demands placed by consumers, competition, and shrinking management teams has resulted in the need for hospitality professionals to use effective tools to improve the changing situation. The Importance Performance Analysis (IPA) was a tool first introduced by Martilla and James (1977) to assist professionals in evaluating the effectiveness of various agency issues and attributes. Hospitality researchers have used this technique in at least forty-two studies since then. The purpose of this study was to compare the use of IPA in hospitality related research and compare historical use of IPA to a recent study in a private club setting.     

Development and validation of standard hotel corporate social responsibility (CSR) scale from the employee perspective

The prevalent trends of sustainability and responsible management have promoted corporate social responsibility (CSR) to attract considerable research and business interest. However, despite its importance, few efforts have been exerted to develop a standardized CSR scale in the hotel industry. This study aims to develop and validate a multidimensional scale of hotel CSR measurement as perceived by hotel staff who understands CSR. Results of running factor analyses generate a five-factor structure. The overall measurement model demonstrates a satisfactory level of goodness-of-fit and supports convergent validity, discriminate validity, nomological validity, and predictive validity. The legal domain received the highest mean score among the five hotel CSR domains, followed by ethical, financial/economic, environmental, and social/philanthropic domains. The value on employee attitude toward the CSR-implementing hotel, employee satisfaction with the CSR-implementing hotel, and organizational commitment toward the CSR-implementing hotel varied between front-of-house and back-of-house employees. This validated measurement scale is recommended for future studies to explore the effect of hotel CSR in various countries or regions.     

Issues in Dedicated Convention Center Development with a Case Study of the Perth Convention and Exhibition Center,Western Australia

ABSTRACT

Development of Dedicated Convention Centers (DCC) generates significant economic, political, and social issues for theoretical and applied studies, yet there is limited literature in this area. These issues include feasibility and funding, design and construction, and operations and marketing. To increase our understanding of the developmental and operational dimensions of these facilities, the limited literature in these areas is reviewed and a case study of the design and development of the Perth Convention and Exhibition Center (PCEC) in Western Australia is presented. The case study is chronological and describes the development of the facility from pre-feasibility stage, through design and contracting, funding and approvals to construction and pre-marketing.     

Assessing ecotourism in an Indigenous community: using,testing and proving the wheel of empowerment framework as a measurement tool

Many of the issues confronting Indigenous peoples result from disempowered communities. Conversely, where communities are empowered, usually as a consequence of landownership, they are able to actively participate in, and benefit from, economic activities such as tourism. In this study, a framework titled the wheel of empowerment framework is used to demonstrate how the level of empowerment/disempowerment in five dimensions can be measured. The dimensions tested are economic, psychological, social, political and environmental. Indicators to measure the level of empowerment for each dimension were developed in a three-stage research process commencing with semi-structured interviews with key stakeholders, followed by focus groups with community members from Coba, a Mayan village located near Cancun in Mexico's Yucatan Peninsula. Appropriate indicators were identified and used to assess community levels of empowerment. Results show that the ability of communities to develop sustainable ecotourism businesses requires support from external stakeholders including governments and the private sector as well as internal stakeholders including the local community and importantly from community leaders. The results also show that empowered communities are able to derive considerable social and economic benefits from ecotourism business ventures and make a positive contribution to the ongoing maintenance of sustainability of their local environment.     

A framework of environmental mitigation for the convention and exhibition centers in the China greater Bay area

The numerous participants in convention and exhibition (C&E) events and the consequently huge consumption of direct and indirect resources have increased the environmental pressure on C&E centers to implement environmentally friendly practices and procedures. This paper explores the innovative methods adopted by green-certified C&E centers and synthesizes a reference framework of environmental mitigation practices for the C&E sector in the Greater Bay Area, which was recently designated as a major regional development area in China. Eleven green-certified C&E centers were selected to establish a comprehensive and indicative framework containing 59 actual environmental practices in three major categories. Suggestions made by 12 experts for modifying the fit of the constructed framework to suit the local geographical and climatic situations of C&E centers in the China Greater Bay Area were examined.     

高质量发展下中国旅游业“双碳”目标：评估预测、主要挑战与实现路径

积极响应全球气候变化和坚决贯彻党中央提出的碳达峰、碳中和（简称“双碳”）目标是中国旅游业高质量发展的重要使命。本文在评估1990—2020年中国旅游业碳排放状况基础上,预测2021—2060年中国旅游业碳排放,分析中国旅游业实现“双碳”目标的主要挑战、任务与实现路径。研究结果表明：（1）中国旅游业碳排放可分为4个阶段;碳排放结构特征显著,旅游交通及休闲度假是碳排放主体;旅游消费需求增长趋势下唯有以低碳情景推进,方能在2030—2035年间实现旅游业碳达峰,为实现碳中和目标减缓阻力。（2）中国旅游业实现“双碳”目标面临旅游碳排增速快、全球气候变化威胁、碳排放边界模糊、品质化旅游需求旺盛、减碳技术不足5大挑战;必须从宏观-产业、中观-目的地与企业、微观-游客3个维度确定实现“双碳”目标的主要任务;坚守统筹协调、因地制宜、尊重规律、推广科技、差异化实现5大发展原则。（3）高质量发展下中国旅游业“双碳”目标的实现路径应从供给侧、消费端、政策支撑3方面突破,在供给侧加快能源结构调整、加大减碳技术投入、增强碳汇能力,在消费端促进旅游消费主体、消费场所、服务组织的减碳全面响应,在政策支撑加快完善低碳政策、鼓励低碳政策创新。本文立足中国旅游业实现“双碳”目标的研究前沿,初步建立了旅游“双碳”理论,丰富了低碳旅游理论,可为高质量发展下中国旅游业“双碳”目标实现提供决策参考。     

Modelling attitudes to nature,tourism and sustainable development in national parks: A survey of visitors in China and the UK

This research undertook a visitor survey in two protected areas in different cultural contexts, namely China and the UK, to explore whether the value a person attaches to the environment influences their attitude towards sustainable tourism development in national parks. Structural equation models were developed with data from 597 and 368 questionnaires collected in Jiuzhaigou National Scenic Area, China and the New Forest National Park, UK respectively. The results suggested that anthropocentric or ecocentric values significantly influence people's attitudes to tourism and sustainable development. The same structured causal relationship was found in both samples, between people's attitudes towards the natural environment, conservation and tourism in a national park context.     

Exploring the Interrelationship between Convention and Visitor Bureau (CVB) and its Stakeholders,and CVB Performance from the Perspective of Stakeholders

This study examines the interrelationship between the convention and visitor bureau (CVB) and its stakeholders by identifying the respective relationships between relationship constructs (information asymmetry, goal conflict, and interdependence) and collaborative relationship. This study also develops CVB performance measurements using the balanced scorecard (BSC) and identifies the underlying dimensions of the measurements. The findings show that information asymmetry between CVBs and stakeholders does not necessarily influence stakeholders’ perceptions of CVBs’ performance via collaborative relationship. Meanwhile, goal conflict and interdependence are found to affect collaborative relationship which, in turn, impacts CVB performance. Implications are discussed.     

Human resource managers’ perceptions of the applications and merit of the balanced scorecard in hotels

The extent to which performance measures that align with the “learning and growth” dimension of the balanced scorecard (BSC) are applied in the hotel industry has been examined by conducting interviews with 14 hotel human resource (HR) managers. Minimal appreciation of the BSC concept was in evidence. When an explanation of the BSC framework was provided, the interviewees unanimously held the view that the term “learning and growth” did not adequately encompass the HR oriented performance measures that they seek to apply. Further, it was found that most hotels were using a single measure of employee satisfaction to represent “learning and growth”, which does not enable examination of the five separate dimensions of “learning and growth” represented in the BSC model. These findings suggest a significant schism between BSC theory and the application of HR oriented measures in the hotel industry.     

Proximity and animal welfare in the context of tourist interactions with habituated dolphins

The long-term sustainability of wildlife tourism depends on integrating visitor demands with resource management, requiring an understanding of tourist motivation. Managing the conflict between access to the animals and welfare, however, may diminish the experience for tourists. This paper identifies trade-offs tourists are willing to make between access and animal welfare, associated with feeding habituated bottlenose dolphins (Tursiops sp.) in Monkey Mia, Western Australia. Using a choice modelling technique, we were able to determine monetary values of visitor experiences. Compared to the current guaranteed interaction with dolphins (and a daily resort entrance fee), respondents were willing to pay significantly higher hypothetical entrance fees to avoid a decrease in proximity to, or probability of, the dolphin interaction. However, negative impacts on dolphin welfare had a negative impact on visitor utility. Over 80% of visitors (n = 244) accepted management regulations resulting in decreased time with and proximity to dolphins, if those addressed welfare concerns and were communicated clearly. Thus, while visitors placed the greatest value on the proximity and predictability, they were willing to trade off these aspects if they improved dolphin welfare. We provide management suggestions based on these results.     

Levels of quality and environmental management in the hotel industry: Their joint influence on firm performance

Many studies have examined quality management and environmental management separately. This paper analysed the commitment to quality and environmental management at the same time, and their separate and joint effects on hotel performance. The empirical data were collected from a sample of 301 3-to-5-star Spanish hotels. A cluster analysis was carried out to identify the levels of commitment to quality and the environment. Then, ANOVA and regression analysis tested the quality and environmental commitment levels-performance link. Three levels of quality and environmental commitment have been identified. The findings showed that the commitment to quality and environmental practices influences hotel performance.