The Singapore Gold Circle: Perceptions of local customers of travel agencies

The Singapore Tourism Board has created an ambitious service quality programme, the Singapore Gold Circle (SGC), for the local tourism industry. To date, the Board has made the programme available to the retail, travel agent and tour operator, and spa sectors. This study looks at the SGC to determine, from a travel consumer perspective and with a focus on the travel agency sector, the value and effectiveness of the programme. In addition to the value of the findings to the local tourism community, if successful, such a programme may serve as a blueprint for other national tourism organisations or regional associations seeking to raise the quality of their product. Copyright © 2002 John Wiley & Sons, Ltd.     

Partnerships in ecotourism: Australian political frameworks

Conservation interests hope to use tourism as a tool in conservation, whereas tourism interests want to use conservation as a tool in tourism development. Both promote partnerships, but with different political aims. In federated nations such as Australia, this involves industry associations and government agencies in different jurisdictions as well as different portfolios. There are several recent national‐scale initiatives in Australia. The Tourism in Australia's Protected Areas Forum, TAPAF, is an informal information exchange group between state protected area management agencies which also includes state government tourism representatives. TAPAF has promoted a Code of Practice for commercial tour operators in protected areas. Ecotourism Australia is an industry association which has promoted a Cairns Charter on Partnerships for Ecotourism. The National Tourism and Heritage Taskforce is the highest‐level consultative body, representing both industry and government, tourism and environment, federal and state levels. NTHT has produced a national strategy called Going Places, currently under implementation. The federal tourism portfolio has produced a somewhat conflicting document of its own, called Pursuing Common Goals. And the peak tourism industry association, formerly the Tourism Task Force and currently known as TTF Australia, is soon due to launch a report called Making National Parks a National Tourism Priority. Copyright © 2004 John Wiley & Sons, Ltd.     

Multinational hotel development in developing countries: an exploratory analysis of critical policy issues

Multinational hotel companies, often integrated with tour operators, travel agencies and other businesses in tourist‐generating or tourist‐receiving countries, play a key role in the development and continuity of an international tourism industry in developing countries. In order to take advantage of benefits and minimise the unwanted adverse effects from multinational hotel involvement, developing countries need the planning, implementation and evaluation of carefully designed policies linked to their particular objectives. This paper reviews the potential benefits and costs of multinational hotel companies and brings together previously scattered critical policy issues in relation to them, while suggesting possible options for developing countries to follow. Seven critical policy areas are identified: establishment of the need for foreign investment; deciding on forms of involvement; deciding on the scale of hotel development; supporting sectoral linkages; supporting indigenous employment/training; monitoring business practices; and determining foreign investment incentives and regulations. It is argued that policies should be worked out in these areas and co‐ordinated in order to achieve a balance between the benefits and costs of multinational hotel involvement in developing countries. Copyright © 2001 John Wiley & Sons, Ltd.     

Climate change adaptation in the Pacific Island tourism sector: analysing the policy environment in Vanuatu

Tourism is a growing economic sector in the South Pacific providing the region with great potential for economic development. Vanuatu and its neighbouring Small Island Developing States and Territories experience a high vulnerability to climate change impacts. The tourism sector in Vanuatu is particularly vulnerable, and it needs to develop and implement effective adaptation strategies to reduce climate change risks. Policies play an important role by providing the platform on which adaptation can occur and resilience be built. This study examines the policy environment in Vanuatu for its conduciveness to climate change adaptation. It identifies the types of adaptation processes (explicit or implicit) and types of adaptation measures (technical, business management, behavioural, policy, and research and education) and critically analyses the current tourism-related policies for their effectiveness in assisting the sector to address climate change. It is found that the majority of policies identified deal with climate change through implicit adaptation processes and mainly through the use of policy and research and education measures. The authors argue that in order to strengthen the resilience of the tourism industry, the Government of Vanuatu needs to develop and implement explicit climate change adaptation policies for the tourism sector.     

Tourism and the state in Cuba: from the past to the future

It has long been recognised that nature and extent of state intervention in tourism development closely reflects the prevailing political‐economy and ideology within the destination state. This is certainly the case with Cuba which, since the 1959 revolution and despite the collapse of communism elsewhere, remains the world's only centrally‐planned economy that boasts a significant international tourism sector. Tracing the development of tourism since 1959, this paper explores the relationship between the evolution of Cuba's political‐economic structures and processes and their subsequent influence on the planning, control, development and ownership of tourism on the island. In particular, it considers the potential future of tourism in Cuba, challenging the widespread belief that, in a post‐Castro era, the island's tourism sector faces a bright future. It concludes that, even with a potential move towards market reform, significant improvements will be required with respect to the quality, value and diversity of the island's tourism product. Copyright © 2008 John Wiley & Sons, Ltd.     

Inherent factors of family business and transgenerational influencing tourism business in Malaysian islands

ABSTRACT

There is an indication that the existence of transgeneration enterprise has unique ability as a ‘resilient factor’ in sustainable tourism development. It bridges the relationship between resilience and sustainability. This paper highlight evidences of the relationship using two successful case studies of Small-Medium scale tourism enterprises on the islands in Malaysia, namely the islands of Langkawi and Tioman. The most important factors influencing successful family business in transgeneration enterprise by priority within the business wealth point of view are aspect of survival, followed by low-entry barriers, ‘passing the baton’, bridging relationship, ‘smallness’, and adapt and change. From the socioemotional wealth point of view, aspect of belonging followed by family welfare priorities, structural generation change, contextual embeddedness, attitude, informal decision making and friendly working environment influence the success of family business in transgeneration enterprises. Hence, sustainable tourism development in the context of local community empowerment might only be achieved once the ‘resilient factor’ is present or in place and ready at the tourism destination.     

A service position model of package tour services based on the hybrid MCDM approach

ABSTRACT

Traditionally, package tour (PT) agencies assumed that tourists only pay attention to the PT’s price, so PT service providers often offer limited package tours based on options and prices. Nowadays, PT service providers face the difficult challenge of how to offer diverse PTs to satisfy tourists’ needs based on a reasonable price. This study proposes an evaluation model of package tours based on diverse resources and transportation means. This study proposes a two-dimensional evaluation framework to analyse tourists’ needs regarding package tour services and the proposed model could be applied to plan mass customized package tours based on the portfolio of value satisfaction index (VSI) and the price satisfaction index (PSI). The study also proposes that mass customized package tours can improve the traditional tour planning method through a portfolio of diverse tourism resources. Moreover, the study integrates the different choices of traffic and transportation tools, as well as tourism resources and providers in six portfolios of package tours in the Nantou county of Taiwan. These six package tours can be planned through three traffic and transportation tools (tourist coach, railroad, and minibus) and four tourism resources (natural experiences, cultural exploration, shopping and cuisine, and event participation).     

Measuring the quality of hospitality at Antalya

Tourism has become an important pillar of the Turkish economy. Therefore, service quality of the catering sector deserves and attracts attention. This paper employs data envelopment analysis (DEA), a linear programming method, to gauge the validity of official quality ratings at Antalya, a major seaside resort. This benchmarking‐based technique is applied to standardise the ‘starring’ system used by regulators and rating agencies. This is done by using efficiency scores generated by the DEA technique. Such standardisation helps tourists and tour operators. In addition, a second‐stage Tobit regression identifies the causes of inefficiency, and the managerial implications of the findings are discussed. Copyright © 2007 John Wiley & Sons, Ltd.     

Marketing performance measurement in hotels,travel agencies and tour operators: a study of current practices

As successful tourism firms invest heavily in marketing to defend or improve their competitive position, they increasingly need to measure their marketing performance. Previous studies related to tourism have largely focused on financial and operational performance, but the marketing perspective has been largely overlooked. Drawing on an in-depth investigation involving 12 hotel chains, 8 travel agencies and 8 tour operators, this study provides an overview of the state-of-the-art marketing performance measurements among some of the leading tourism firms in Italy. Several issues and unanswered questions are also identified.     

Factors affecting the service quality of the tour guiding profession in Macau

This study examines the factors affecting the service quality of the tour guiding profession in Macau. In‐depth interviews were conducted with representatives from the Macau Tourist Guide Association, the Macau Government Tourist Office and selected practising tour guides to explore the issues from multiple insiders' perspectives. The factors identified were classified into six categories: unhealthy business practices, market domination, immaturity of tourist market, changing tourist behaviour, intense competition between inbound tour operators and human resource issues. The findings suggest that a number of these problems actually originated from the unhealthy business practices of the tourist‐generating country, namely mainland China in this study. Considering the growing importance of the Chinese outbound tourism market, the study findings will be of significant value to Macau and to other destinations targeting the Chinese market. Copyright © 2009 John Wiley & Sons, Ltd.     

IAATO's stewardship of the antarctic environment: a history of tour operator's concern for a vulnerable part of the world

After a relatively slow start in the 1950s and 1960s, shipborne tourism in Antarctica has become a regular activity, with about 89 000 visitors to date (through the 1997–1998 austral summer). Recognising the need for standardisation of operating procedures that would protect the vulnerable environment, tour operators initiated codes of conduct in the 1980s. In 1991 the existing seven tour operators formed the International Association of Antarctica Tour Operators (IAATO), the objective being to act as a single voice to advocate, promote and practice safe and environmentally responsible private‐sector travel in Antarctica. Since then, Antarctic Treaty Parties passed Recommendation XVIII‐1 in 1994, expanding the operator's guidelines into a comparable and formal version. Associated with that, a Protocol on Environmental Protection to the Antarctic Treaty has become effective, initiating formal application and permitting requirements that affect both tourism and scientific activities. The implications of the Protocol on the tourism industry are discussed and analysed. Copyright © 2000 John Wiley & Sons, Ltd.     

Basic Questions of 'Sustainable Tourism': Does Ecological and Socially Acceptable Tourism Have a Chance?

This paper examines the tourism market and its effects on the national economy. Ecological and socio-cultural problems cannot be denied. Due to an ever-increasing number of tourists, studies of tourism specific problems are necessary. To suggest and understand steps for the realisation of sustainable tourism, the author demands a glance at the whole tourism system, which he does by giving an overview of the tourism industry with obvious problems in that field. There is an analysis of the development of tourism demand, and the question whether there is something like 'sustainable mass tourism'. The increasing awareness of the environment plays an important role when it comes to tourism and selecting a tourism destination. The paper tries to find answers to promote a more sustainable tourism through tour operators and tourism companies, which can be a niche strategy for small or medium sized businesses. Strategical points (approaches) of a more sustainable tourism are shown. The realisation of sustainable tourism can be an economical opportunity for tourism companies in the long term, but according to the author the immediate risks involved in such a strategy can outweigh the benefits. There are also limits in carrying out more sustainable tourism programmes.     

An Exploratory Use of Web Content Analysis to Understand Cruise Tourism Services

Research within the cruise industry now has the ability to utilize Web‐based content analysis. This paper provides an example of a methodology that explores patterns of co‐creation of value on board cruise ships using holiday reviews retrieved through Web content mining from CruiseCritic.com . The aim is to add to the field of co‐creation and cruise tourism by providing an approach to exploratory Web‐based data collection. With the use of a data‐driven approach to knowledge discovery, this paper provides a means to achieve a deeper understanding of guest‐to‐guest and guest‐to‐staff interactions on board cruise ships. Copyright © 2012 John Wiley & Sons, Ltd.     

The role of the tour operator in South America: Argentina,Chile, Paraguay and Uruguay

The role of the tour operator in the supply chain has focused traditionally on the dominant position of companies situated in the generating countries of Europe and North America; despite recognition of the tour operator located in emergent receiving countries, the area has not been discussed extensively. This paper investigates the opinions of 37 tour operators in four emerging countries in South America, with a view to evaluating the nature and level of contact with foreign tour operators and suppliers. It assesses the degree of internationalisation that occurs, and the extent to which tour operators are involved in the process of tourism development. The paper confirms the role of the receiving tour operator within the distribution chain, but concludes that in terms of stimulating tourism development there is a need for more research into the relationships between government and the wide range of organisations involved in the process. Copyright © 1999 John Wiley & Sons, Ltd.     

Supply‐side perspectives on ecotourism in Northern Thailand

This study provides a supply‐side perspective on ecotourism by exploring the ways in which travel agents and tour operators in Chiang Mai, Thailand conceptualise, prioritise and furnish ecotourism. Although travel agents and tour operators serve as crucial intermediaries between tourists and destinations, the ecotourism literature has largely ignored the ways in which retailers and suppliers of tourism experience approach and define ecotourism. Using quantitative data gathered from 300 travel agents and tour operators, this paper illustrates that the conceptualisation of ecotourism among agents and operators in Chiang Mai is expansive, flexible and, in some ways, internally contradictory. Copyright © 2010 John Wiley & Sons, Ltd.     

Tourism as a Tool for Poverty Alleviation: A Critical Analysis of ‘Pro-Poor Tourism’ and Implications for Sustainability

Forecasts of high tourism growth in developing nations, where widespread poverty exists, has led to considerable interest in tourism as a tool for poverty alleviation. Powerful bureaucratic and business alliances have been forged to expand this programme. International development agencies are also turning to tourism as a way of alleviating poverty. This is sometimes termed ‘pro-poor tourism’ (PPT). Distinguished from other forms of ‘alternative tourisms’ such as ecotourism and community-based tourism, the stakeholders involved in this enterprise are no less divided. Ideological divisions manifest themselves in the political struggle over how tourism in developing countries should unfold. This paper identifies the different sustainability positions of prominent pro-poor tourism stakeholders and considers the implications for meeting pro-poor and sustainability objectives. Generally, tourism is too often regarded a panacea without an attendant recognition that, like any other industrial activity, tourism is highly political. As a global industry, tourism operates within a neo-liberal market economy which presents severe challenges to meeting pro-poor and sustainable development objectives. This paper therefore recommends a fundamental re-evaluation of tourism's pro-poor potential in the absence of significant commitment to directly address structural inequities which exacerbate poverty and constrain pro-poor attempts.     

The formation of the tourist's loyalty to the tourism distribution channel: how does it affect price discounts?

Given that distribution agents who wish to maximize long‐term business profits should not only attract new consumers but also keep them loyal, this study analyses the variables that determine the consumer's loyalty to distribution agents for tourism. Although retailers in the service industry employ price discounts on products to motivate short‐term sales, they often establish promotional policies without considering their effect on the long‐term business results. This paper presents an empirical study of the effect of price promotions on tourists who travelled with a package tour. The results indicate that price discounts do not erode consumer loyalty directly, and that the key to obtaining loyal consumers is to offer package tours that customers perceive as providing high‐quality service. Copyright © 2007 John Wiley & Sons, Ltd.     

Tourism in Greece: Strategic Analysis and Challenges

This paper provides a strategic analysis of the competitiveness of Greek tourism. It illustrates the importance of tourism as an economic activity and analyses the current situation and structural problems of Greece as a destination. Although Greece offers unique nature, culture and heritage, the lack of differentiation of the tourism product as well as competitive disadvantages in marketing and planning cause an over-dependence on intermediaries for the promotion and distribution of the tourism product whilst jeopardising its quality. This affects the profitability and competitiveness of both the destination and its small and medium-sized tourism enterprises. The paper proposes a grand strategy as well as numerous strategic directions, objectives and tasks aiming to demonstrate the way ahead for Greek tourism. Several major opportunities emerge through the Olympic Games in 2004 as well as the major projects currently being undertaken which will enhance the infrastructure of the country. It is argued that a consistent tourism policy based on professional development and implemented through a Master Plan is urgently required. Strategies and methodologies need to be identified, whilst private enterprises need to increase their cooperation locally in order to enhance the quality and competitiveness of the product.     

Workplace sexual harassment: exploring the experience of tour leaders in an Asian context

Sexual harassment is a prominent issue in the workplace; it presents a particular challenge with regard to this sensitive area in the Asian context due to the Asian cultural value. Tour leaders are one of the main components of the tourism industry workforce and are expensive to train in terms of both time/experience accumulation and financial investment. The potential risk of sexual harassment in the hospitality and tourism workplace remains unknown. The purpose of this study was to investigate tour leaders’ experiences of sexual harassment at work and their awareness of the organizational polices/regulations relating to sexual harassment in the workplace. A survey was conducted on the tour leaders in Taiwan and results of the study suggested that gender sexual harassment and seductive harassment behaviour were found to occur more frequently than sexual bribery, sexual coercion and sexual assault. Asian tours leaders tend to adopt extremely passive coping strategies in dealing with sexual harassment incidents. More than half of the tour leaders in the current study were ‘unsure’ whether their affiliated travel agencies had a sexual harassment policy.     

Tourism Development: The Challenges of Achieving Sustainable Livelihoods in Bhutan's Remote Reaches

Merak–Sakteng is a remote area of Bhutan, which is targeted for development of tourism owing to the unique culture and way of life of the semi‐nomadic local ‘Brokpa’ people, whose livelihoods depend on herding yaks and sheep. These livestock enter forests where local residents and government see their grazing as threatening their crops and causing environmental degradation. The semi‐nomadic life centred on livestock, which has long been essential to Brokpa culture and economy, thus comes under threat. The opening of Merak–Sakteng to tourism is intended to address this conflict by lessening the Brokpas' economic dependence on livestock. This paper reports on research into the potential of tourism to transform this ethnic minority's economic way of life through the introduction of tourism into the local livelihood mix. Sustainable livelihoods issues are investigated through a consideration of both economic and socio‐cultural aspects of the local way of life, based on observation, and the findings of a survey of local people, semi‐structured interviews with village leaders and government officials concerning development of the area. The survey found that despite land‐use conflicts and limited grazing land, Brokpas still aspired to spend money gained from tourism on purchasing more yaks, which may escalate land‐use conflicts and threaten environmental sustainability. Copyright © 2015 John Wiley & Sons, Ltd.