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.     

Drivers of management control systems in tourism start-ups firms

This study examines the use of Management Control Systems (MCS) in travel and tourism start-ups. The study empirically examines 176 European tourism start-ups; data are collected via an online survey of start-up CEOs, and supplemented by financial statements of early-stage tourism firms. The results show that travel and tourism start-ups use formal systems for management control. We observe a relationship between the usage of these systems with specific internal and external environment characteristics. Finally, the results show that the historical financial performance of travel and tourism start-up firms affects MCS usage.     

Strategy implementation research in hospitality and tourism: Current status and future potential

To achieve their business objectives, hospitality and tourism organizations need effective implementation as well as consistent strategy formulation. However, the implementation aspect of strategy has attracted relatively less scholarly interest than strategic planning despite its critical role in achieving performance outcomes. Consequently, it is timely to provide an in-depth analysis of the strategy implementation literature. This is particularly the case in hospitality and tourism management where comprehensive literature reviews of strategy implementation have been lacking. To address the knowledge gap, the authors conduct a systematic literature review of 139 articles that appeared in 42 journals over the period 1988–2019. The items were grouped into six topic clusters with a view to generating novel research questions that have the potential to advance the field. We identify four main gaps that should be addressed and suggest prospective research directions.     

Strategic orientation and performance of tourism firms: Evidence from a developing country

This study investigates whether tourism firms in a developing country, namely Turkey, which adopt one of the four strategic orientations of Miles and Snow (1978), differ based on their financial and non-financial performance. The study results show that there is a difference in both financial and non-financial performance based on the strategic orientations followed by tourism enterprises. Generally, prospectors were found to outperform defenders, whereas analyzers showed a comparable performance to prospectors. The findings of this study imply that in developing countries, tourism businesses may be indifferent when choosing between these two strategies based on their internal characteristics since they yield similar financial results. Specific factors and developments in the macro environment and company-specific factors seem to affect tourism firms' strategic orientation as well as their performance. Better understanding and closer analysis of such factors can help improve the performance of tourism businesses in developing countries. Further research using both perceptual and objective measures is needed to confirm the present results to better assess possible differences in performance among strategic orientations in some other developing countries.     

Gap between tourism planning and implementation: A case of China

In tourism literature, a phenomenon is identified, and considered ubiquitous in planning exercise. Namely, a gap occurs between planning and implementation once the planned approach to tourism development is adopted. Such a phenomenon is not rare to find in China, where tourism has become increasingly important for the country's economy. This paper presents a research that attempts to examine the causes of the gap in a Chinese context, in order to offer insights about what possible countermeasures should be sought. A case study is adopted for the examination which focuses on the 3-year implementation of 2001–2020 Guniujiang Guanyintang Tourism Development Master Plan. These seven major causes are detected: flaws of master planning, planner's inadequate background survey and analysis, planner's inaccurate anticipation, planner's lack of practical experience, practitioner's misunderstanding, divergence of views between practitioner and planner, pitfalls of private investment and imbalance of development between regions of China.     

New Public Management in tourism: a case study of York

Issues concerning destination governance continue to engender much interest and debate in the development of more sustainable forms of tourism. This study explores the implications of a New Public Management approach to tourist destination governance in the historic City of York. Using secondary data, as well as drawing on interviews with a range of destination stakeholders, this study seeks to understand how market ideology is, via the notion of New Public Management, transforming tourism governance in the city. Rather than leading to greater levels of stakeholder engagement, the study demonstrates how the outsourcing of destination management functions to a private sector organisation has had the opposite effect, including a weakening of accountability and the widening of a democratic deficit. The paper provides a unique insight into how public policy discourses manifest themselves at the local level, with implications for tourist destination governance. A critique of New Public Management is offered which extends our understanding of tourism governance structures and stakeholder engagement, with implications for sustainable tourism development discussed.     

Crisis Management,Tourism and Sustainability: The Role of Indicators

The damage to tourism caused by a crisis or disaster may not only have serious implications for a national economy but also threaten the livelihoods of many in the destination. The monitoring of crisis indicators could allow intervention to minimise the crisis and offers a chance of protecting tourism for the benefit of all stakeholders. This paper evaluates the role of crisis indicators in sustainable tourism development, and shows why this is closely connected to issues in sustainable tourism. The author challenges the conventional classification of crises and suggests that grouping them according to their triggers is more useful in predicting and managing a potential crisis. Empirical data gathered during interviews with senior Malaysian public and private sector representatives highlight some of the practical issues associated with the identification and monitoring of appropriate indicators. The paper concludes that the new classification allows crisis management to be more cost-effective and may also be a key to indicator development for other aspects of sustainable tourism. The travel trade may hold the key to indicators of market trends, but there would be issues in obtaining the necessary information for reasons of confidentiality.     

Scenario planning for tourism management: a participatory and system dynamics model applied to the Galapagos Islands of Ecuador

This paper presents a decision-support system based on a system dynamics model designed to examine tourism management in the Galapagos Islands. A participatory approach was used to integrate the views of multiple stakeholders in the Galapagos Islands and to build an understandable, graphical representation of the impacts of tourism and residential population growth. Each subsystem is examined through hypotheses involving three scenarios of tourism growth that are associated with different residential population expansions. A number of integrative and linked social-ecological effects in our model have been shown to severely shock the natural environment of the Galapagos and saturate the capacity of several socio-economic subsystems. Major concerns of the expanding human dimension in the Galapagos are represented by (1) the growing number of introduced species that threaten the Islands’ unique natural environment, and (2) the rapid saturation of the Galapagos National Park's tourism reception capacity. The model relies upon real data to specify rules, relationships, and rates of exchange that are derived through statistical functions and/or functions specified in theory or practice. The presented decision-support system is a quantitative scenario-planning tool that can be used by policy-makers to achieve an enhanced understanding of the Galapagos Islands as a coupled human–natural system.     

Managers' autonomy,strategic control,organizational politics and strategic planning effectiveness: An empirical investigation into missing links in the hotel sector

This article reports on the impact of managerial autonomy and strategic control on organizational politics and show how the latter influence effectiveness of strategic planning. In doing so, it outlines particular directions that a rebalanced strategic management research agenda may take. Whereas organizational politics have received sustained interest in the management literature, its conceptual and empirical examination in the tourism industry has been meagre. This study contributes to fill this gap by analyzing data from 175 four- and five-star hotels located in a less researched region, the Gulf Cooperation Council (GCC) countries. The findings indicate that high levels of autonomy combined with low levels of control negate the effectiveness of strategic planning by increasing organizational tensions. Drawing on political and organizational perspectives, an interpretation of the results and policy implications are discussed. The study also delineates interesting research avenues for further research on organizational politics in the tourism industry.     

20 years of research on virtual reality and augmented reality in tourism context: A text-mining approach

Virtual reality (VR) and Augmented Reality (AR) have undergone technical evolutions over the last few decades including improvements in immersion and the feeling of telepresence. Several examples of the applications of such techniques can be found in stores, tourism, hotel, restaurants, and destinations. Yet, a comprehensive analysis of studies employing such techniques in tourism-related studies is difficult to find. The current study uses citation network analysis and text-mining techniques to conduct a full-text analysis of 56 journal papers and 325 conference proceedings related to VR and AR in the tourism context. This paper intends to (i) provide an overview of the VR and AR-related tourism studies network and discuss them over time, (ii) present the most important topics and studies emerging from this literature, (iii) suggest avenues for further research. Findings reveal 10 core topics in journal papers and 11 core topics in conference proceedings, which are presented together with an overview of the published studies and the main authors.     

The use of lodging ratios in tourism

This paper presents an analysis of the lodging industry in Victoria, Canada, using standard accounting procedures. It provides detailed information on the supply side of the tourist industry. Meaningful categories were derived by categorizing the sample of hotels and motels into four groups according to their ratios of food and beverage sales to room sales rather the conventional aggregations used by the lodging industry. Cost-volume-profit (C-V-P) analysis was used to compare the break-even charts of the four groups. Information on risk was also obtained by an extension of the analysis using probabilistic C-V-P measures. It is concluded that information at this level of aggregation is important to decision-makers involved in overall tourism planning as well as to management of individual facilities.     

Facilitating public participation in tourism planning on American Indian reservations: A case study involving the Nominal Group Technique

Tourism is frequently cited as a tool by which American Indians can strengthen the economies of their reservations. However, successful tourism development on such reservations requires effective tourism planning, and effective tourism planning requires public participation in the planning process. The Nominal Group Technique (NGT) has proved to be a useful group process in the tourism field but its application to tourism planning on American Indian reservations has been unexplored. This article helps to fill this knowledge gap by reporting on an NGT workshop conducted on the Lake Traverse Reservation of the Sisseton–Wahpeton Oyate (people, nation) in North and South Dakota, USA. Rich information on tourism development possibilities for three lakefront properties was obtained. Possible success factors are discussed and suggestions for conducting similar future workshops on American Indian reservations are advanced.     

Boat-based tourism and bottlenose dolphins in Doubtful Sound,New Zealand: The role of management in decreasing dolphin-boat interactions

Indirect non-lethal effects of wildlife tourism have the potential to compromise the long-term health of animal populations. While appropriate management of impacts is clearly necessary, such management is rarely reported to be effective. Doubtful Sound (New Zealand) has boat-based scenic cruises running year-round. This fjord is also home to an endangered population of bottlenose dolphins, a natural asset for the local tourism industry. A voluntary code of management (COM) was implemented in 2008 to alleviate vessel impacts, establishing guidelines to leave dolphin encounters to chance and restricting vessel traffic in areas of critical habitat. The frequency and duration of interactions decreased substantially since the implementation of the COM. This evidence shows that a science-based voluntary agreement has the potential to mitigate tourism impacts. Nevertheless, due to the small size of the population and its history of low calf survival, a precautionary approach is necessary to further reduce current anthropogenic impacts.     

The planning,development and management of tourism: The case of Dangjia,an ancient village in China

“Ancient villages” are rural settlements in China that achieve this classification because of their historic, cultural and architectural values. Nonetheless, while they have long histories and are considered as tourism assets they may also face social, economic, environmental and political problems. This article analyses these issues using a qualitative and quantitative analysis derived from research at Dangjia Ancient Village, Shaanxi, China. It identifies changing patterns in demand and shifts in the modes of meeting those demands – from modes that are individually based to those that are dependent on local government interventions. Much of this change is due to deficiencies in local social and financial capital. Suggestions are made regarding ways to improve the sustainability of rural tourism, which have a wider application on a national and international scale.     

Market diversification and financial performance and stability: A study of hotel companies

The primary objective of this study was to investigate the effect of a diversification strategy by hotel companies on corporate financial performance and stability. Using 36 publicly traded hotel companies, this study analyzed the differences in financial performance and stability between market-diversified and undiversified hotel companies. Accounting measures, market measure, and risk-adjusted performance measure were employed to gauge financial performance. The results of this study indicated that diversification strategy does not provide profit growth, but diversification partly improves the stability of performance. This study supported the nature of the trade-off between financial performance and stability in the company diversification, and also implied that the market diversification strategy by hotel companies does not function as a means to improve financial performance.     

Interrogating the equity principle: the rhetoric and reality of management planning for sustainable archaeological heritage tourism

International archaeological heritage management in developing countries frequently entails planning for the development of sustainable tourism. A central tenet of sustainable tourism development is the equitable distribution of tourism benefits, a goal reflected in stakeholder consultations and management plan provisions for capacity-building among community members. The lack of longitudinal data demonstrating the meaningful participation of target populations in tourism development dividends, however, calls into question the efficacy of such measures. A review of tourism development outcomes at Machu Picchu, Angkor, Lijiang, Copan, Borobudur and Cape Coast Castle supports the contention that sustainable management planning has not produced equity. The problem lies not in specific planning provisions but in the lack of correspondence between developed country assumptions and developing country reality, which is characterized by structural and systemic power imbalances. The cases inform the creation of a generalizable model of tourism development inequality, the implications of which present philosophical, professional, methodological and conceptual challenges that must be overcome if the heritage management discipline is to deliver on the promise of sustainability.     

The learning style preferences of hospitality and tourism students: Observations from an international and cross-cultural study

This paper reports on a study of the learning style preferences of new entrants onto hospitality and tourism programmes in Australia and the United Kingdom. It suggests that a majority of students on these programmes in both countries have strong learning style preference that present some challenges to educators and the planning of learning experiences in higher education. Typically these students prefer learning styles that are concrete rather than abstract, and active rather than reflective. Furthermore, substantial minorities register low or very low preferences for learning in abstract and reflective styles. The initial learning style of new entrants on to taught programmes, therefore, present substantial teaching and learning barriers for educators who are attempting to develop reflective practitioners. Inappropriate teaching strategies can present some genuine learning difficulties for these students. In Australia, educators face added complexity because students from Confucian heritage backgrounds display learning style preferences at odds with their piers. They are more likely to respond positively to abstract and reflective approaches but negatively to active and concrete teaching strategies. The authors suggest one way of approaching the learning needs of these students is to use Kolb's experiential learning cycle as a way of encouraging the development of ‘balanced’ learning strategies that lead to reflective practice.     

Customer relationship management in small–medium enterprises: The case of Turkish tourism industry

In this study, the factors influencing the implementation of customer relationship management (CRM) at small and medium-sized tourism enterprises in Cappadocia were analyzed. The findings of the research indicate that communication-distribution infrastructure, business dynamics, customer relations and innovation-quality factors affect CRM. Business dynamics plays an especially critical role in customer relations. It was also determined that the most important barriers to small and medium-sized enterprises (SMEs) in the tourism sector are inadequate supporting budgets, lack of senior management commitment to CRM and poor communication.     

基于蚁群算法的多目标最优旅游线路规划设计

旅游线路受供需双方旅行成本、旅游者体验感和目的地交通的影响。传统旅游线路设计主要采用基于目的地之间空间距离的蚁群算法。本研究结合帕累托最优模型,综合考虑旅游目的地之间的空间距离、天气状况和交通状况等多种因素,提出改进型蚁群算法的多目标最优旅游线路规划设计方法。通过MATLAB软件进行仿真实验进行检验,固定旅行时长,从空间距离、交通体验指数和游览体验指数（基于天气状况）角度对改进后的方法进行综合评价。结果表明：在以多个旅游城市（景点）为对象的试验中,传统蚁群算法为了获得最短距离,大量牺牲了其他两项指数的优化;改进后的蚁群算法虽然增加了线路距离,但使旅游者获得了多项旅游体验,验证了帕累托最优模型下多目标最优旅游线路规划设计的有效性。     

Residents,their use of a tourist facility and contribution to tourist ambience: Narratives from a film tourism site in Beijing

Any tourist site open to local residents represents a point where residents and tourists become a back drop for the experiences of the other. This paper examines a specific Beijing film tourism attraction, Grand View Gardens, and the manner in which the site is used by local residents, the meanings attributed to it, and residents' role in creating an ambience for tourists. Residents have a daily connection with the site, and form audiences for events held at the Gardens. They often interact with tourists, becoming a source of information for tourists. The paper examines residents' motives for using such attractions, their attitudes towards tourists and suggests they possess a role in the creation of a sense of place that is valued by tourists. The paper fills a gap in an under-researched area, where, in the Chinese context, both residents and visitors form backdrops to each other's experience of place.