Environmental Management Systems (EMS) of Tour Operators: Learning from Each Other

This research determined to what extent tour operators in Western Canada who use natural, public-owned assets as a main feature of their business operations have developed formal or informal environmental management systems (EMS)and which EMS elements they use most frequently and most successfully. Furthermore, the research investigated which variables drive the use of EMS elements to ensure good environmental performance. The findings suggest that those operators who seek environmentally related business outcomes, possess supply-side tourism development values, and have more business experience, will have developed more sophisticated EMS and find these systems more useful in ensuring good environmental performance. With this information, park officials can develop a plan for knowledge sharing and the education of all tour operators. Park officials can design appropriate training and development programmes by considering the barriers that they might encounter in encouraging tour operators to implement certain policies and procedures. Tour operators can transfer some elements of EMS, widely recognised as useful, to other tour operators by ‘assimilation’, as few barriers exist to the implementation of these elements. However, if beliefs and attitudes must change before operators will use an element, learning by ‘accommodation’ will be a more appropriate approach.     

Barriers to offering special interest tour products to the Chinese outbound group market

As Chinese outbound tourists expand in numbers and diversity, they may seek more challenging special interest tourism (SIT) activities. Tourists' participation in SIT activities can be profitable to a wider range of providers, enhance destination image, and enrich tourists' experiences. This research investigated the opportunities for offering SIT products to the China outbound group market by interviewing 20 Chinese outbound tour operators to examine the extent of interest in developing the product as well as factors driving or hindering the development. Findings revealed four types of barriers that influence operators’ willingness to incorporate SIT activities in their product offerings. Drawing on a critical social theory approach that focuses on 'enlightenment' and 'critique', this paper argues the validity of these perceived barriers - operators are risk-averse for institutionalised practical, social, cultural, and policy-related reasons.     

Communicating paradox: Uncertainty and the northern lights

While many characteristics of tourism products are well known, relatively little work has explored elements of uncertainty and risk. Little is known about how tourism operators communicate aspects of uncertainty. This qualitative study uses content analysis to explore the language used in promotional material of tour operators and destination management organisations to communicate the unpredictable nature of northern lights. The study involves two Norwegian destinations (2004–2014). Three rhetorical strategies are identified: first, the rhetoric of technology, enhanced mobility, and adding additional activities; secondly, through ‘hiding’ or obscuring the uncertainty; and thirdly, through employing culturally and geographically appropriate metaphors (i.e. ‘hunt’) to embrace the element of uncertainty. This study advances our understanding of how tourism operators rhetorically address temporally and/or spatially uncertain attractions by demonstrating how the operators negotiate and minimise uncertainty through the narrative of ‘the hunt’. This rhetoric implies that uncertainty can enhance value in a touristic experience.     

Environmental change,resilience, and adaptation in nature-based tourism: conceptualizing the social-ecological resilience of birdwatching tour operations

Resilience theory has emerged as a holistic concept well suited to analyzing tourism systems and which promises important insights into the sustainability of tourism destinations in the face of accelerating global environmental change (GEC). This article presents empirical research into the social-ecological resilience of tour operators using the case study destination of the Otago Peninsula, Dunedin, New Zealand. It addresses the following research question: How do birdwatching tour operators build resilience to drivers of environmental change, including climatic drivers, into their operations? Qualitative interviews with providers of a specific nature tourism sector activity – birdwatching – were conducted with stakeholders including tour operators, conservation organizations, and local government members. The findings highlight current and possible future challenges to birdwatching tourism on the Otago Peninsula. The paper introduces a conceptual framework which highlights the tour operators’ main coping strategies in response to key perceived social-ecological system (SES) drivers of change. Overall, tour operators perceived their main social-ecological resilience to be the diversity of the species of the Otago Peninsula, their business experience, and the strength of their local stakeholder network to respond to SES crises.     

Eco-labeling motorcoach operators in the North American travel tour industry: analyzing the role of tour operators

Tourist transportation is a major contributor of emissions and environmental pollutants. Eco-labels can encourage more sustainable tourism by informing consumers’ purchasing decisions, while utilizing market forces to initiate environmental responsibility among competing firms. The Green Coach Certification pilot eco-label program was introduced to the motorcoach industry in 2009 as part of a university research program. Although the literature addresses relationships between end-user consumers and eco-labels, little research has been published on mid-supply chain actors and tourism eco-labels. Tour operators are intermediaries between end-users and motorcoach operators and are important potential consumers of eco-labeled transportation services. To understand the role of tour companies as both consumers and providers of green services and eco-labeled products, a survey was administered to North American tour operators. Results demonstrate tour operator interest in a tourism transportation eco-label; however, this interest may be secondary to traditional considerations like price, reputation for safety and service, and previous partnerships. Ninety percent of tour operators indicated that environmental practices held some importance when choosing a transportation provider; approximately 50% said they would pay between 1% and 5% more for an eco-labeled coach company. Findings have important implications for the design and implementation of eco-labeling programs for sustainable tourism and transportation.     

UK tour operators and retail travel agents: ABTA and the public interest

In the 1960s the Association of British Travel Agents (ABTA) introduced rules to safeguard the public against the failure of tour operators to fulfil holiday contracts. When the Restrictive Trade Practices (Services) Order 1976 took effect, certain ‘registrable restrictions’ were rescinded. Remaining restrictions were defended in the Restrictive Practices Court. The exclusive trading arrangement between ABTA tour operators and retail agents for the sale of foreign inclusive holidays (Stabilizer) was retained. But rules relating to the standard of premises, and to the control by the principals over prices charged, were found to be unjustifiable. Modified staffing rules were upheld. EEC approval for these decisions was obtained.     

Trends in tourism and development : A ‘Third World’ perspective

The rapid development of mass tourism to the ‘Third World’ by tour operators and tourism developers in the developed world has taken advantage of the willingness of ‘Third World’ governments to participate in projects which promise vital foreign exchange. The anticipated social and economic benefits from tourism have not been forthcoming and most of the profits involved have been retained within the economies of the developed world. Various organizations are now at work to counteract the negative impacts of the developing ‘Third World’ tourism industries, and to educate the tourist to appreciate the realities of ‘Third World’ destinations.     

Implications of Chinese Casino Visitor Characteristics in South Korea

ABSTRACT

This study employs logit analysis to investigate the socio-demographic characteristics and travel behavior patterns of Chinese casino visitors. This study presents the trends of China's outbound travel market. The findings show that a typical Chinese casino visitor to South Korea has a high income level; but a low level of education; has no religious preference or believes in the traditional Chinese religion; travels with friends and colleagues affiliated with an institution or organization; is in his/her 30s and 40s; and tends to have a prior overseas travel experience. This study will help tour operators, wholesalers, and casino operators to establish effective marketing strategies to better meet the needs of these Chinese casino visitors.     

Testing the proposed “GuidePerf” scale for tourism: performances of tour guides in relation to various tour guiding diplomas

The satisfaction perceived from the performance of tour guides (TGs) affects tour operators and other services in the tourism industry. As the tour guiding performance becomes more crucial in service quality and tourist satisfaction, education also becomes a critical tool to enhance the tour guiding performance. Using semi-structured, face-to-face interviews with seven TGs in Cappadocia/Turkey and employing content analysis of the data, the Tour Guide Performance Scale (GuidePerf) was developed in this particular study. Reliability and validity of GuidePerf were supported by exploratory factor analysis and confirmatory factor analysis. The scale was composed of 18 items and three dimensions, namely: “personality and efficiency,” “presentableness,” and “proficiency.” Proceeding to the next step with the approval, the GuidePerf was conducted on the tour participants (TPs) who were guided by three different TG types in terms of the education they had received. The results revealed that there is significance when “presentableness,” and “proficiency” dimensions are considered.     

Dependency on Tour Operators

Abstract

Tour operators have increasingly emerged as the most powerful and influential factor of international flows from the main generating countries to various destinations, since they are able to interpret and manipulate the “push” and “pull” factors of the tourism process to a commercial end. As a result, many tourist-receiving destinations have to face the intervention of foreign tour operators in their tourism industry. Despite the crucial role played by tour operators for the development of insular regions' tourism, little empirical evidence is available on the relationship between tour operators and the destination tourism suppliers. This paper presents the findings of a study undertaken during the summer of 1997 on the Greek island of Crete. From the findings, it is evident that the Cretan tourism industry is heavily dependent on tour operators, and that various actions should be undertaken by the island's public and private sector to overcome this problem.     

Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau

This study examines the critical issues affecting the service quality and professionalism of the tour guiding professions in Hong Kong and Macau. In-depth interviews were conducted with industry representatives in the two regions. The issues identified are classified into six categories: unhealthy business practices of outbound travel agencies in China, immaturity of the Chinese tourism market, exploitative measures by inbound tour operators, human resource issues, role conflict, and service quality assurance mechanism. A conceptual model is proposed to explain the role conflict faced by the guiding professions. The implications of the findings and recommendations for practice and future research are discussed. Given the growing importance of the Chinese tourism market, the findings will be of significant value to Hong Kong and Macau, and to other destinations targeting the Chinese market.     

International Travelers from Taiwan

Abstract

Taiwanese outbound travel market has been continuously growing but little in-depth research has investigated this market. This study uses discriminant analysis to examine Taiwanese outbound travelers whose travel philosophy is strongly oriented toward inclusive package vacations versus those who are not through their sociodemographics, travel characteristics, and benefits pursued variables. The results indicate that philosophy is a useful way to separate groups and that Taiwanese inclusive-package travelers tended to be female, older, with lower incomes, and less well educated. They usually seek a ‘Show and Tell,’ ‘Cost,’ and ‘Environment and Scenery’ benefits, spend more money on trips, and travel in larger groups. These findings can assist travel and tourism related organizations in developing packages and marketing strategies.     

Distinguishing the Destination Choices of Pleasure Travelers from Taiwan

Abstract

This study examined whether the destination choices of Taiwanese outbound travelers could be differentiated by their so-ciodemographics, travel characteristics, and benefits pursued. Using discriminant analysis, the results revealed that the choice of outside of Asia-Pacific region destinations was positively related to income level, education background, length of trip, party size, trip expenditure, inclusive package, and the benefit of ‘Value and Lifestyle’ of a Taiwanese traveler. ‘Safety Net,’ ‘Cost and Experience,’ and ‘Budget Travel’ were benefits pursued by within-Asia travelers. These findings can assist travel and tourism related organizations in developing marketing programs.     

Warfare tourism experiences and national identity: The case of Airborne Museum ‘Hartenstein’ in Oosterbeek,the Netherlands

This paper examines through an analysis of Dutch warfare tourism whether there is a relationship between the subjective perceived salience of Dutch identity and heritage tourists' motives, emotions and overall satisfaction. Using a social identity theory framework, this study provides a view of motives for Dutch warfare heritage tourism and the ways in which this specific variant of heritage tourism evokes different emotions and satisfaction evaluations in visitors. Specifically, we found that visitors who identified strongly as ‘being Dutch’ (the ‘in-group’) have stronger self-enhancement motives compared to those who identify less strongly, and that edutainment features strongly in the museum experience. Visitors seeking initiative/recognition express feelings of disappointment suggesting that the museum's symbolic function as a place of national in-group identity could be more highlighted. We demonstrate that an affirmative and engaged experience can manifest at nationally symbolic sites through positive historical narratives and entertainment, and through ‘in-group’ self-enhancement activities.     

The impact of successful cross-competencies on a career in tourism in Italy: the meeting point between the students’ perceptions and the requirements for professionals

ABSTRACT

The paper aims to understand how the changes occurring in the tourism sector are affecting the labor market in Italy, with a special focus on the relevance of successful cross competences (SCC). It focuses on comparing the relevance of these competencies in the perception of both students preparing to enter the tourism field and tour operators. The two-step study combined qualitative analysis that put forth specific characteristics of the tourism labor market in Italy through interviews with experts, and quantitative analysis that correlated the requirements of the tour operators to the ideas students have of what competencies tour operators entering the field should have. The results evinced differing perceptions of SCC and their relative importance in professional fields. Students manifest to miss awareness of the importance of SCC for their future careers. Furthermore, organizational ability, self-control and self-esteem were perceived by tour operators as the most important competencies to be acquired.     

An exploration of foreign tourists’ perceptions of Korean food tour: a factor-cluster segmentation approach

Food tour in Korea has emerged as a popular program for foreign tourists who learn and experience Korean culture through cuisine, restaurants, and dining customs. The main objective of this empirical research is to investigate foreign tourists’ perceptions of Koran food tour and segment the emerging Korean food tour market. A total of 211 usable responses from foreign tourists who experienced Korean food tour were collected through the purposive sampling approach. The results of an exploratory factor analysis showed 7 food service factors delineated from 30 food tour service attributes and 4 segments of Korean food tour market (authenticity seekers, knowledge seekers, guidance seekers, and utmost experience seekers) were identified through the cluster-discriminant analysis. Detailed implications for the operators and marketers of Korean food tour programs are discussed.     

Working leisure: entertaining guests in gated tourist resorts

In the contemporary tourism sector, entertainment is a particular type of service that is increasingly provided by specialised categories of tourist and leisure workers, such as (adventure) sport instructors, tour guides or reps, or ‘pub crawling’ cicerones. However, little attention has been paid so far to the complex intermingling between work and leisure that sustains the routine ‘working leisure’ practices of this ‘entertainment staff’. By building upon the Foucauldian concept of biopower and Hardt’s notion of affective labour, this article examines how entertainment is routinely generated as a service by tourist entertainers in an enclosed tourist resort in Italy. In particular, an in-depth qualitative analysis, combined with an account of a personal experience, was used to structurally frame tourist entertainers’ daily ‘playful working’ practices into three interrelated and functionally complementary dimensions: regimentation, hostessing and experiential rewards. The findings show that entertainment, and hence a successful tourist experience, is effectively (re)generated only when ‘working (through) leisure’ practices both constrain and gratify the workers. This result corroborates the ambivalence of entertainment as biopolitical affective labour that is a subjugating but also a liberating practice.     

A review and evaluation of China's quality assurance system for tour guiding

This paper evaluates the effectiveness of China's tour guiding quality assurance system as an instrument for sustainable tourism. It notes the importance of China's 131,000 tour guides for inbound, outbound and domestic tourism. China's tour guiding quality assurance and regulatory mechanisms are then reviewed, including qualification examination, licensing, professional certification, training, awards for excellence, professional associations and codes of conduct. Structurally, China's comprehensive and comparatively regulated system may be recommendable to other countries, particularly its certification and licensing systems. However, the findings suggest that tour guide quality assurance in China may be constrained by an over-reliance on government and the absence of industry-driven mechanisms for some elements such as monitoring, enforcement and rewarding excellence. Most importantly, the focus of China's quality assurance system is on a limited number of tour guiding roles and tends to overlook those most critical to harnessing the guide as a vehicle for sustainable tourism. Key future development areas could extend recognition and reward for the guide's performance as a role model, advocate, mentor, interpreter, cultural broker and environmental monitor.     

Leadership through service: An exploratory study of the leadership styles of tour leaders

The group package tour is one of the main modes of outbound travel in many parts of Asia. Tour leaders are part of the product and are therefore key front-line players in the tourism industry as they service guests during a journey. A tour leader’s style of leadership transforms a tourist visit from a tour into an experience and is a critical factor affecting a tourist’s satisfaction with their tour. This study identifies the various different styles of tour leadership using in-depth interviews to collect data. Three dimensions of leadership style in tour leaders were found: concern for tasks, concern for customers, and concern for controlling the group climate. The authors discuss the implications of their findings and make recommendations for travel agencies.     

Tour operators and performance of SME hotels: Differences between hotels in coastal and inland areas

This paper studies the differences in the impact of global tour operators on the management and performance of hotels in coastal and inland areas. The empirical analysis is based on a survey conducted in 2016 on 375 Spanish SMEs operating in the hotel industry. A multi-group comparison analysis was carried out using Partial Least Squares (PLS) structural modelling. This analysis reveals that dependence on global tour operators has a direct effect on the conditions under which hotel services are provided (room rates and quotas) both in coastal and inland areas. Nevertheless, the pressure from tour operators is significantly stronger on hotel SMEs located in coastal areas, where it has a negative effect on profitability, in spite of having a positive influence on firm growth (sales and employment).