泰山的天街

每当吟诵苏东坡的"明月几时有?把酒问青天,不知天上宫阙,今夕是何年.我欲乘风归去,惟恐琼楼玉宇,高处不胜寒.起舞弄清影,何似在人间!"     

旅游政治的政治学分析

旅游发展中各种利益诉求与问题的日渐凸显,是政治介入并不断侵蚀旅游的关键性因素.把发展旅游提到政治问题的高度,进而促进政治与旅游的有机统一,是旅游政治的出发点和归宿.旅游政治包含政治实践和政治分析两个层面,本文从后者探讨了旅游政治的基本涵义及其产生的基本动因、旅游政治的价值与功能、影响旅游发展的政治要素以及旅游政治的基本架构.     

The Determinants of Customers' Behavioral Intentions after Service Failure: The Role of Emotions

This study explores the effects of stability and controllability, two dimensions of causal attribution, on airline travelers’ negative behavioral intentions, namely switching and negative word-of-mouth (WOM) intentions, through their negative emotions. Data were collected through a survey of airline travelers who experienced a service failure in the past year. Results indicate that both causal attribution dimensions affect negative behavioral intentions. The results also confirmed the moderating role of negative emotions in the stability/controllability and switching intention relationship as well as stability and negative WOM relationship. Managerial implications of these findings are briefly discussed.     

Hotel Guests' Cumulative Satisfaction Updating Process in the Context of Service Failure and Service Recovery

ABSTRACT

Consumers constantly revise their satisfaction judgments as they gain new service experience. While some researchers found that consumers weigh their prior cumulative experience more heavily than their most current individual service encounters when updating their cumulative overall satisfaction, others found the opposite result. Following the development of the literature, this study investigated customers' satisfaction updating process in the context of service failure and service recovery in the hotel industry. The results of the data analysis show that when updating overall satisfaction, participants weighed their current service encounter satisfaction more heavily than prior cumulative overall satisfaction, regardless of different levels of service failure and service recovery. The findings of this research also suggest that once customers experience service problems, it is difficult to bring customers' satisfaction level back to where it was.     

旅游研究的政治学维度

旅游政治研究还处于起步阶段,但是,它以旅游学与政治学为母学科,同时吸纳二者的理论与方法作为自己的理论基础与研究方法,并将政治学的宏阔视野纳入旅游研究,大大拓宽了旅游研究的范围,丰富了旅游研究的内容,为旅游研究提供了众多崭新的视角.旅游政治学应在深入探讨中国政治与旅游问题的基础上找准自己的学科定位,确立自己的研究框架,为中国旅游研究与实践做出积极贡献,推动中国旅游学与政治学以及旅游业的发展.     

Tourism Restructuring and the Politics of Sustainability: A Critical View From the European Periphery (The Canary Islands)

There has been considerable discussion of sustainable tourism development, in both theory and practice. Less attention has been paid to the discourses, ideologies and power relations which help to shape 'sustainable' tourism policies and planning instruments. This paper analyses recent initiatives introduced by the regional government of the Canary Islands, designed to bring about a more sustainable model of regional tourism, including a temporary moratorium on tourism development and the drafting of a strategic and normative set of guidelines for sustainable tourism. The paper considers the contested nature of the public debate that accompanied these initiatives within the wider context of the regionally distinct pattern of tourism and capitalist development. It is argued that the legacy of uneven development, and the entrenched power of regional economic and political élites, is likely to undermine the prospects for a just model of sustainable tourism, and to consolidate the continuing privatisation of space and socio-spatial inequalities across the region.     

Politics of national tourism policy in Britain

Although tourism is increasingly viewed as an important issue for governments, analysis of the politics of tourism policy is less developed than in other areas of leisure policy. This article attempts to link developments in British tourism policy to wider policy contexts. The historic development of tourism policy from private interest group formation, through government subsidy to statutory status reflects patterns evident elsewhere in leisure. Similarly, the subsequent shift from pluralism through welfarism to economic realism in leisure is clearly reflected in the changing role of the national tourist boards in the last 25 years. Although private interest groups in tourism have benefited considerably from government intervention in the past, it seems that government has become progressively less inclined to treat tourism as a special case in recent years. It is argued that application of theoretical perspectives developed in the field of leisure policy can help to illuminate the processes driving the development of tourism policy as well.     

Heritage tourism and livelihood sustainability of a resettled rural community: Mount Sanqingshan World Heritage Site,China

Tourism and related development can lead to the displacement and resettlement of communities, disrupting local livelihood systems, socio-political processes and organizations. However, limited attention has been paid to community resettlement in the tourism context. Taking Yinhuwan village at Mount Sanqingshan World Heritage Site in China as an example, this study examines the results of tourism and resettlement on the livelihoods of this rural community and the extent to which tourism-related livelihood strategies contribute to community livelihood sustainability. A sustainable livelihood framework is adopted to guide the analysis. Face-to-face in-depth interviews were conducted with management officials, community leaders and village residents through three field investigations in 2013. It was found that traditional livelihood methods have been largely replaced by tourism, which has become the primary livelihood strategy for the resettled community. Despite current economic benefits, high dependency on tourism-related opportunities as the single livelihood option may diminish the sustainability of local livelihoods. The current resettlement plan highlights short-term economic impacts on the affected community, overlooking their socio-cultural concerns and long-term livelihood sustainability. Possible measures are discussed to diversify livelihood options and mitigate potential challenges for the affected community so as to ensure their long-term benefits and increase future options.     

武夷山封闭式管理对利益相关者的影响研究

武夷山封闭式管理引发了利益相关者的利益重构问题.本文通过对武夷山封闭式管理中各利益相关者的实地调研和走访,以及其后开展的跟踪研究,探讨了各利益相关者的利益分歧点及其相互关系,提出只有顾全利益相关者,保证多方利益的协调,建立利益均衡的景区合作管理模式,才是景区封闭式管理困境的最佳破解途径.     

民族餐馆里的主客互动过程研究——以丽江白沙村为例

民族旅游中的主客互动是旅游人类学和旅游社会学重点关注的问题之一,且产生了大量的研究成果.但目前的研究多聚焦在主客互动的性质与结果上,而对主客互动的微观过程关注很少.文章以民族旅游地区云南丽江白沙村的当地民族餐馆作为研究的微观场所,借用微观社会学的主要理论流派符号互动论关于社会角色与地位等重要范畴的理论,对当地居民与游客之间的角色协商以及地位与权力关系进行了研究.研究发现,由于主客互动发生在由当地少数民族居民所熟悉和掌控的特定空间中,当地居民因扮演着“主人”和特定文化“圈内人”的角色而控制着主客互动的过程,从而使得他们拥有主导性权力.据此,文章就中国民族旅游的宏观结果即民族旅游的社会文化影响与中外学者展开了对话与讨论.     

The Impact of Brand Relationship and Attributions on Passenger Response to Service Failure

It is important for service companies to develop and maintain consistent and stable consumer loyalty. Although consumer brand relationship and attributions have been applied to various service industries, they have not been investigated in the airline industry where passenger emotions are considered critical. This study addresses the consequences of brand relationship quality, the mediating influence of emotions, and the moderating role of switching costs through structural equation modeling of data collected from passengers who had experienced flight delay. The results suggest that (1) airline relationship with passengers is an important and valuable asset, especially in the case of stability attributions, (2) negative emotions play a partial or full mediator role in the causal relationship between attributions and behavioral intentions, and (3) minimizing negative emotions is more effective than relying on switching costs for behavioral intentions. It can be concluded that the airline industry should try to manage passenger emotions more appropriately since passengers have an emotional attachment to their brands and passengers' negative emotions can be influential to repurchase intentions when service failures occur.     

Politics, policy and regional tourism administration: a case examination of Scottish area tourist board funding

The issue of Area Tourist Board (ATB) funding in Scotland has been of growing importance since 1996, when the Government empowered a reduction in the number of such Boards from 32 to 14. While much of the controversy surrounding this reduction in the number of Boards has centred on issues of the discharge of responsibilities, questions of ATB funding have recently been brought to the fore because of financial difficulties faced by several ATBs. This paper explores questions of ATB funding, beginning with an overview of Scotland's tourism administrative structure before proceeding to examine perceived difficulties with the role, structure and funding arrangements for the ATBs in the context of current debates to resolve these. With the ultimate objective of evaluating the most commonly propounded resolutions to the ATB funding problem, the paper describes and analyses opportunities for, and obstacles to long-term change, conluding that a possible palliative is a centralized funding mechanism tempered by safeguards to local accountability and the delivery of tourism services.     

负面预期、冲突回避与抑制性进言:理论建构中的概念化历程

本文回顾了笔者关于负面预期、冲突回避和抑制性进言的研究历程。中国社会注重关系和人情,人们推崇以和为贵。在个人利益与维持人际和谐产生冲突的情境下,不少人会选择牺牲个人利益以维持表面和谐,原因在于人们担心采取维护个人利益的行动将会冒犯他人。这种负面预期导致人们回避冲突,但回避实则容易引发更多的冲突。笔者通过众多研究试图揭开这一现象背后的机制,并采取有效的方式鼓励人们打破心中的桎梏,直面冲突。笔者将这一主题进一步扩展到工作情境中,开展了与进言相关的研究。希望本文关于笔者探索历程的描述能够启示从事旅游管理研究的学者,在探讨纷繁复杂的现象和真实主动的现实场景时,构建出经得起检验,同时被学术社区接受的概念和理论,促进人们在旅游情境下做出环境友好型行为。     

Airline Travelers' Causal Attribution of Service Failure and Its Impact on Trust and Loyalty Formation: The Moderating Role of Corporate Social Responsibility

This study examines airline travelers' causal attribution (stability and controllability) and its impact on trust and loyalty formation and investigates the moderating role of corporate social responsibility (CSR) in this process. Based on a literature review, theoretical relationships between stability, controllability, CSR, trust, and loyalty were derived, and the moderating effects of CSR on relationships between stability/controllability and trust/loyalty were examined. To empirically test these theoretical relationships, quantitative data were collected from 271 airline passengers who experienced a service failure in the past year. The results provide support for effects of stability and controllability on trust as well as the effect of stability on loyalty. In addition, the perception of CSR had positive effects on trust and loyalty. Finally, a favorable CSR perception weakened the negative effects of a service failure on trust and loyalty, particularly when the failure was attributed to a stable cause. The results highlight the important role of CSR in service failure situations and have important implications for airline managers.     

群体服务失误下顾客间“关系”互动对抱怨的影响机制--群体极化和去个体化的中介作用

顾客抱怨研究由来已久,但以往研究更多停留在个体层面,缺乏群体层面的关注。文章基于中国人际“关系”视角,将群体服务失误下顾客间互动分为工具性关系互动和情绪性关系互动,通过设计旅游团遭遇群体服务失误的情景模拟实验,探讨群体服务失误下顾客间“关系”互动对抱怨的影响机制。研究结果表明,群体服务失误下,工具性关系互动通过影响群体极化和去个体化进而影响顾客直接抱怨,且群体极化的中介作用更明显;顾客间情绪性关系互动越强,去个体化和群体极化程度越大,进而诱发更强的直接抱怨倾向,且去个体化在其影响过程中作用更强。研究有助于丰富顾客间互动对抱怨影响的研究视角,完善顾客群体性抱怨理论框架,也对顾客群体抱怨处理提供决策依据。     

The Evaluation of Hotel Website Functionality by Fuzzy Analytic Hierarchy Process

Although previous studies have identified different factors on hotel website functionality evaluation, the evaluation of the relative importance of these factors has not been empirically determined. This study adopted a sophisticated approach that analyzes the weights of hotel website functionality. This approach involved triangular fuzzy numbers and an analytic hierarchy process to develop a fuzzy analytic hierarchy process (AHP) model which prioritizes the relative importance of hotel website functionality criteria. First, 20 criteria for hotel website functionality evaluation were developed from a literature review and three focus group interviews. After that, a fuzzy AHP approach was used to examine the relative importance of the criteria and sub-criteria of hotel website functionality evaluation. As human judgments are often uncertain and vague, the use of fuzzy set theory, rather than exact numbers, enables us to capture decision-makers' uncertainty. Finally, the results indicated that “Reservation Information” is the most important criterion to hotel website functionality.     

The Role of Family Members in the Family Holiday Purchase Decision-Making Process

Abstract

This study aims to investigate the role of family members in the purchase decision-making process of domestic tourists in Turkey.

In addition to a literature review in the field, a number of research methods, including initial exploratory interviews with tourists, observations at travel agencies, focus group studies and final interviews with consumers, have been carried out to find out various roles played by family members in the purchase of family holidays. The findings of the research indicate that in the purchase of family holidays in the Turkish domestic market, wives have a significant role in a number of purchase tasks.

Women appear to be particularly influential in the purchase tasks such as information search, information processing and determination of a specific package holiday to be purchased in the purchase of family holidays. This means that marketers need to take these significant roles played by women in the purchase of holidays into account in designing holiday products and marketing communications messages.