Contract Disputes in Travel and Tourism: When the Online Deal Goes Bad

Abstract

This article explores e-commerce contract liability and its impact on the travel and tourism industry. Topics such as, what constitutes a legally-binding contract, and the various methods of accepting contracts online, such as click wrap and electronic signatures, are discussed. Jurisdiction issues particularly pertinent when considering liability related to travel and tourism products are addressed. Numerous tourism related liability cases are cited. The article concludes with recommendations for travel and tourism e-commerce businesses for limiting contract liability.     

Travel Motivation,Destination Image and Visitor Satisfaction of International Tourists After the 2008 Wenchuan Earthquake: A Structural Modelling Approach

This study investigates the relationships between travel motivation, destination image and overall satisfaction of international tourists visiting Sichuan province after the great Wenchuan earthquake of 2008. Did the earthquake influence tourist’ motivations for visiting Sichuan either positively or negatively, and did the earthquake affect their image of the province as desirable travel destination? Survey data collected from 346 international tourists in Chengdu, the provincial capital, revealed that respondents were primarily motivated by Sichuan's traditional attractions – its scenery and the giant pandas native to the area rather than by the earthquake. Structural equation modelling revealed a statistically significant relationship between travel motivation and overall visitor satisfaction, as well as relationships between travel motivation and types of destination image. Furthermore, both positive and negative destination images seem to have an effect on overall satisfaction. This study implies that international tourists to Sichuan tend to visit for its scenery and wildlife; the 2008 earthquake has had little effect on their travel motivations and destination images; and these visitors hold positive images of the province.     

Measurement of Satisfaction with ICT Services Implementation and Innovation in Restaurants (Case Study: Isfahan,Iran)

Nowadays, Restaurant is one of the most important factors in the choice of holiday destinations for tourists and contributes to the development of the local economy. This research is an initial attempt to investigate consumer behavior (tourist behavior) and the attitude of restaurant managers to the application of innovation and information and communication technology (ICT) in hotel restaurants. On the basis of the results of this study it can be concluded that tourists and restaurant managers in the city of Isfahan are interested in exploiting the application of innovation and ICT in hotel restaurants.     

互联网使用与家庭文旅消费——兼论互联网普及下居民消费升级的可行性

经济新常态下,互联网普及推动了消费方式的系统性变革。文章基于中国家庭追踪调查数据(CFPS),实证检验了互联网使用对家庭文旅消费的影响。研究结果表明:(1)互联网使用显著提升了家庭文旅消费概率和水平,并且在克服潜在的内生性问题后,其影响效应保持稳健。(2)进一步分析发现,互联网使用对家庭文旅消费的促进作用来源于信息渠道效应和便捷交易效应,而受教育水平和收入水平的增加有利于增强互联网使用的影响效果。(3)分地区异质性分析显示,在中西部地区、低互联网普及率地区、高景区拥有量地区,互联网使用对家庭文旅消费的促进作用更为明显。(4)拓展分析还发现,互联网使用没有影响家庭在必需品消费方面的支出比重,但却带来以文旅消费为代表的服务消费水平和比重的显著提升,继而有助于家庭扩大消费支出,并促进消费结构的服务化转型。上述结论不仅为理解中国家庭消费行为提供了新的视角,也为合理利用互联网激发消费潜能提供了有益参考。     

International Students in Asia: Travel Behaviors and Destination Perceptions

This study investigates the incidence of international student travel in Taiwan. It was found that Chinese, Asian and other international students behave somewhat differently from respondents in prior studies conducted in Western settings. Cultural background influenced the travel behaviors of international students as well as their perceptions of Taiwan as a tourism destination. The visiting friends and relatives (VFR) market induced by Asian respondents offers greater tourism-related potential than the travel activity that students themselves undertake. The contrary was found for non-Asian students where the student-induced VFR market is small and prospectively less attractive than the student market. The Chinese international student travel market and induced VFR market showed less potential than anticipated, perhaps because of the embryonic stage of diplomatic and commercial relations between Taiwan and mainland China.     

试论京郊乡村旅游发展中的问题与对策

北京作为中国的首都和国际著名的历史文化名城,旅游业正在突飞猛进地向前发展。在北京市居民的经济收入普遍提高的情况下,其旅游需求出现巨大的变化。北京的城市居民已不满足于对一般名胜古迹的欣赏,而是选择了依山傍水、空气清新的京郊乡村旅游。然而,京郊乡村旅游在大力发展的同时,也出现了许多这样和那样的问题与不足,并大有制约京郊乡村旅游向前发展的趋势。笔者针对当前京郊乡村旅游在发展中存在的问题进行了论述,并提出了自己的建议及对策。     

乡村旅游发展中存在问题的解析

文章在分析总结现有研究成果关于乡村旅游发展中存在问题的基础上,根据问题的关联性,把乡村旅游发展中的问题分为思想认识、利益分配、生产过程以及产品与效益4个方面.并提出依据问题的关联性和发生脉络,抓住根本与核心问题,按4个步骤逐一解决乡村旅游发展中的问题.     

Visiting the trenches: Exploring meanings and motivations in battlefield tourism

This paper provides insights into the motivations and experiences of tourists who visit sites associated with war and conflict, specifically 25 individuals who participated in a tour of the World War One battlefields of the Somme and Ypres. The paper discusses the narratives of four of these individuals to illustrate in detail how such battlefield tours offer opportunities for pilgrimage, collective and personal remembrance and event validation. All of the participants had a prior interest in warfare, which was a key influence on their battlefield tour experiences. For the study participants battlefield tours emerge as complex, deeply meaningful and in some cases life-changing experiences.     

Examining the Relationships among Motivation,Service Quality and Loyalty: The case of the National Museum of Natural Science

This study explores causal relationships between push and pull motivations, perceptions of service quality and loyalty intention, and examines the moderating role of membership status in the National Museum of Natural Science, the largest museum in Taiwan. Data were collected from 405 paid admission visitors, with a quota and systematic sampling, from two stages of pre- and post-visit corresponding with two questionnaires. The results demonstrate that push and pull motivations impact on service quality perceptions, which in turn influence museum loyalty; the effect of pull motivation on service quality perceptions in the nonmember group was stronger than in the member group; the effect of service quality perceptions on loyalty in the member group was stronger than in the nonmember group. Museum managers could tailor and advertise existing museum products and services to different types of visitors; assuring the museum's continued operation and success.     

Partnerships in International Travel and Tourism Marketing: A Systems-Oriented Approach Between Australia,New Zealand,Germany and the United Kingdom

Abstract

Little empirical research has been conducted about international partnerships between travel and tourism organisations, airlines and their intermediaries such as wholesalers and travel agents. Nevertheless, these partnerships are important because tourism is becoming more international and most destinations have to compete at a global level. Moreover, both producers and intermediaries are increasingly using information technology to increase their knowledge and relationship with customers. Thus this research set out to develop and empirically confirm a systemic model of these partnerships and four related research objectives. The methodology involved multiple case studies based on in-depth interviews with key players in Australia, New Zealand, the United Kingdom and Germany. The first outcome is a confirmation of the systemic model. In addition, the findings show the reasons for engaging in partnerships and the scope for further partnerships among the industry players. As well, the findings show that while ‘disintermediation’ may occur because of the advancement of communication technology, the linkages between travel and tourism organisations, airlines and intermediaries are still significant. Our framework can assist public and private travel and tourism organisations to mutually develop and manage marketing strategies and tactics for overseas markets.     

Mobile Technology: An Exploratory Study of Hotel Managers

Hospitality businesses provide a natural context for mobile technology, especially given the dynamic nature of the business, the size and complexity of many hotel operations, and the need to have managers visible and overseeing multiple areas of the business (and sometimes, multiple properties) concurrently. To explore the potential for mobile technology in hospitality business contexts, we surveyed 70 full-service hotel property managers. The survey was based upon two theoretical frameworks: technology adoption model and innovation diffusion theory. Specifically, this study addressed (a) hotel property managers’ intentions to use mobile technology at work, (b) factors influencing their intentions, (c) their suggestions for implementing mobile applications in different departments, and (d) demographic characteristics of those who are inclined to adopt certain types of mobile applications. This study identified the top opportunities for mobile applications and found adoption differences based upon the respondents’ demographics as well as the factors of perceived enjoyment and relative advantages as significant determinants of hotel property managers’ intentions to use mobile technology. This study concludes with recommendations for industry practitioners and suggestions for future research opportunities related to mobile technology adoption and usage in hospitality.     

新乡村经济精英在乡村旅游中的形成和作用机制研究——以虎跳峡徒步路线为例

文章从乡村精英的性质、特点等方面对这一特殊阶层做出初步分析,以虎跳峡徒步路线地区为例,分析受益于乡村旅游的发展,脱胎草根而非传统权力社会的新乡村经济精英的形成及其在乡村旅游中的地位,探索应如何更好地发挥他们的作用,从而带动欠发达地区乡村旅游业的发展,并为整个社区带来更大的福利.结论指出,中国欠发达地区的乡村需要培育和支持新乡村经济精英,虎跳峡徒步路线发展乡村旅游的模式值得其他欠发达地区借鉴.该案例研究对社会学领域的社会分层理论和人类学领域的旅游涵化理论都具有一定的借鉴意义.     

Investigating the Process Through which E-Servicescape Creates E-Loyalty in Travel and Tourism Websites

In order to address the lack of systematic research on the process through which e-servicescape creates e-loyalty in an online travel and tourism context, a conceptual model is proposed which examines the potential influence of the e-servicescape of travel and tourism websites. The underlying premise is that, given the demonstrated impact of servicescape on loyalty and outcomes in traditional physical travel and tourism settings, such atmospheric cues are likely to play a role in the online travel and tourism context. An affective–cognitive model is used as the basis of the model which posits that e-servicescape of the online travel and tourism websites, through the intervening effects of experiential–affective and functional–cognitive routes, influence the outcomes of online travel and tourism behaviors in terms of e-loyalty. Visitors’ previous experience with the website is hypothesized to moderate the relationship between e-servicescape and shoppers’ experiential–affective and functional–cognitive reactions. Propositions are derived and the research implications of the model are presented in a travel and tourism context.     

Exploring the Role of Travel and Tourism in Sharing Economy Activities: A Case Study of South Korea

This study explores the role of travel and tourism in sharing economy activities by using a case study of Seoul, South Korea. The findings reveal 1) significant associations between respondents’ demographic and socio-economic characteristics and their participation level in diverse sharing economy activities; 2) significant differences in future intention to participate in diverse sharing economy activities among groups; and 3) interest in travel and tourism was most strongly related to future intention to participate in diverse sharing economy activities. Policy making implications of the sharing economy focused on the role of travel and tourism are discussed in the conclusion.     

Factors Inducing National Media Coverage for Tourism in Rural versus Urban Areas: The Role of Public Relations

This study examines the relationship between media coverage patterns of rural and urban tourist spaces in Israel, the characteristics of these spaces, and the way in which public relations (PR) are conducted to promote rural tourism in those areas. Using geographical distance, population size and type of tourist products for the spatial variables, PR financial budgets and PR practice types for the PR variables, the study examines their relative importance for rural versus urban tourism promotion. Results show that ongoing professional PR is crucial for the success of rural destinations in receiving large and positive national media coverage.     

The Use of Information and Communication Technologies (ICTs) in Tourist Information and Promotion of the Polish Carpathians in Foreign Tourism Markets

The recent years have been a time of rapid development of information and communication technologies (ICTs) in tourism. The objective of this article is to analyse and assess the use of ICTs in tourist information and promotion of selected municipalities in the Polish Carpathians, the largest region of mountain tourism in Poland. Particular attention was paid to the activities taken by DMOs, local entrepreneurs and cultural institutions. The use of ICTs in the Polish Carpathians is at a relatively advanced level, but still not sufficient enough to make these solutions a fully effective tool in building a strong regional brand in the international tourism markets.     

Users and Non-users of Smartphones for Travel: Differences in Factors Influencing the Adoption Decision

This study aims to understand individuals' decision processes to adopt smartphone for travel and, thereafter, to explore differences in the factors influencing users and non-users. Based on the innovation-decision process model by Rogers [2003. Diffusion of innovations (5th ed.). New York, NY: Free Press], smartphone users are classified into user and non-user groups depending upon their use of smartphones for travel purposes. In order to empirically examine the group differences, a survey was conducted for college students in November 2011 (n?=?350). The results of this study reveal that smartphone users for travel are higher in their level of innovativeness than non-users. Significant discrepancies in the use of smartphone functions also existed; albeit no difference in general smartphone-use habit including length of smartphone use and daily use. In terms of perceived innovative characteristics of smartphone use for travel, users are more positive in usefulness, compatibility, result demonstrability, and visibility. A predictive model of smartphone use for travel suggests that personal innovativeness, smartphone functions being used, and perception on result demonstrability could improve the predictability of the adoption behavior of smartphone for traveling. Theoretical and practical implications of the findings are discussed.     

A Comparative Study of the Motivations,Activities, Overall Satisfaction,and Post-Trip Behaviors of International Tourists in Macau: Mainland Chinese,Hongkongese, Taiwanese,and Westerners

Cross-cultural differences are a vital issue in international tourism; the success of international tourism marketing strategies depends upon understanding tourists from different cultures and regions. To understand the diverse and lively Macau international tourism market, this study explored the cross-cultural differences in push and pull motivations, participating activities, and overall satisfaction level of traveling to Macau for four international tourist groups: Mainland Chinese, Hongkongese, Taiwanese, and Western. Using exploratory factor analysis, this study identified three push (knowledge and fun, relaxation and escape, and shopping and nightlife) and four pull motivation factors (exciting and relaxing atmosphere, local and cultural resources, gambling and entertainment, and famous destination). The results indicated that significant differences among the four tourist groups were found in the characteristics, motivations, activities, overall satisfaction, and post-trip behaviors. These findings will assist the development of promotional strategies and better communication that acknowledge cultural differences.     

Analysis of E-commerce and information technology applications in hotels: Business travelers' perceptions

Numerous research studies have been conducted that are related to e-commerce and information technology (IT) applications in the hospitality industry with regard to business operation, profit, output, and management perspective. The focus of this study is to examine current e-commerce and IT applications in the hospitality industry and to identify the business travelers' perceptions in order to improve customer service. One of the problems in the hospitality industry is that customers want advanced e-commerce and IT applications, but restaurants and hotels are not necessarily implementing them. This study discusses the typical problems and obstacles of implementing e-commerce and IT applications in hospitality, using the lodging e-commerce and IT applications to satisfy customers, and developing the lodging e-commerce and IT applications as a corporate competitive advantage. Moreover, this study investigated a variety of e-commerce and IT applications related to customer service, satisfaction, and retention as well as e-commerce and IT applications as a distribution channel for receiving travelers' information and accommodation booking. This study provides valuable implications for hospitality practitioners about customer perceptions relative to e-commerce and IT applications.