Showing papers in "Progress in Tourism and Hospitality Research in 1997"

The Effectiveness of Environmental Education: Can We Turn Tourists into 'Greenies'?

Abstract: A study which tested the effectiveness of an education programme for managing tourists was conducted at Tangalooma, Australia. At this holiday resort tourists are able to hand-feed a group of wild dolphins which visit the shallow waters adjacent to the resort's beach. The education programme, which uses techniques derived from cognitive psychology and learning theory, attempted to prompt increased enjoyment, knowledge and improved environmental attitudes, intentions and behaviour in participants. The study, which compared a control group who were not exposed to the education with an experiment group who were, found that desirable changes did occur as a result of the programme. This research provides much needed evidence that education can be an effective means of managing tourists' interaction with wildlife and the natural environment © 1997 John Wiley & Sons, Ltd.

The use of data envelopment analysis to monitor hotel productivity

Abstract: Data envelopment analysis (DEA) was used to monitor and benchmark productivity in a chain of 15 hotels over a 12-month period. Quarter results were compared with each other and with standard accounting data for the same period. In this way it was possible to identify and study units which showed anomalous behavour in terms of their measured productivity and gross profit. These were apparently related to factors other than size or staffing levels. Advantages and disadvantages of DEA are discussed, as well as its potential for the motivation and appraisal of local management and for optimizing budgetary control. © 1997 John Wiley & Sons, Ltd.

Peripheral Area Tourism: A European Perspective

Abstract: At any one time the European Union has a tourism programme containing a series of actionable measures which it sees as improving the quality and competitiveness of tourism services amongst Member States. But, it appears to be generally accepted that the most important impact of the Union on tourism arises not from specific tourism-related policies, but rather from mainstream policies and measures targeted at business in general. The focus of this paper is on tourism in peripheral areas, with the emphasis on the contribution made by the Community's regional policy. In so doing, it builds on earlier work in this Journal by Lowyck and Wanhill in 1992. Recent debates and trends in policy are reported , together with the economic underpinnings and evaluation methodologies. There is considerable discussion on the position of small tourism businesses (SMEs), which dominate the operational aspects of the industry in peripheral areas and should be significant co-partners in the implementation of any development strategy. © 1997 by John Wiley & Sons, Ltd.

Generating grounded theory from qualitative data: the application of inductive methods in tourism and hospitality management research

Abstract: Based on a doctoral experience of using Grounded Theory to research processes of hotel brand internationalisation, this article explains and critically evaluates how researchers can utilise the method to best effect within tourism and hospitality management settings. The fundamental characteristics underlying qualitative research are outlined prior to a fuller explication of the method's essential characteristics and analytical processes. The authors' current approach to the method is then discussed. Finally, issues based upon theoretical sensitivity, theoretical contamination, access limitations and analytic level are appraised and addressed. The paper concludes by arguing the method's relevancy to the field. © 1997 John Wiley & Sons, Ltd.

Information Technology as a Strategic Tool for Economic, Social, Cultural and Environmental Benefits Enhancement of Tourism at Destination Regions†

Abstract: Information technologies have revolutionised the management of contemporary organisations and introduced a paradigm shift in the way businesses operate. The tourism industry is inevitably affected and a variety of new computerised systems are designed to facilitate the inter-organisational and intra-organisational management and communications. As a result, several destinations benefit by developing destination management systems which enable them to coordinate their operations and promote their products. This paper introduces Destination Integrated Computer Information Reservation Management Systems as strategic tools which enable the establishment of platforms for enhancement of tourism benefits at the destination level. In this sense they can contribute to the profitability of tourism enterprises at the micro level, and the economic impact of tourism at the macro level. These systems can also reduce social, cultural and environmental negative impacts by bridging the gap between visitors and locals and by assisting them to build realistic expectations from their involvement in tourism activities or enterprises. © 1997 by John Wiley & Sons, Ltd.

Hard‐skills, soft‐skills: undervaluing hospitality’s ‘service with a smile’

Abstract: Hospitality gains profitable value-added from the highly developed social skills of its so-called ‘unskilled’ labour force. Applying terms such as ‘skilled’ and ‘unskilled’ to a post-industrial workforce, especially in services, is not only anachronistic but, in the case of front-line hospitality workers, creates something of a myth that serves to undermine their contribution to bottom line results. This paper examines two key human resource areas. The first concerns categorising workers as either ‘skilled’ and ‘unskilled’, floating a postmodernist idea that perhaps this is something of a social construct, being rooted both in ‘modern’ manpower planning for heavy industries and in the former power of trade unions to control entry into the workplace through lengthy apprenticeships. The second area reviews the quantitative approach to manpower planning. The contextual frame is characterised by a two-sided cross-cultural theme; first, that the male-dominated culture of Fordism and ‘scientific management’ socially constructs skill definitions so as to allow management more control over the workforce. Second, that there is evidence of a culture clash when ideas based on this (i.e. essentially Western industrial culture) are superimposed on Third World countries through the manpower planning component of aid-assisted tourism master plan programmes. © 1997 John Wiley & Sons, Ltd.

Tourism development in Kenya: problems and policy alternatives.

Abstract: This paper provides a social and ecological analysis of tourism development in Kenya and identifies possible solutions to the problems confronting the tourism industry in the country. These problems include the degradation and reduction of the quality of the tourism product; decreasing per capita tourist revenues; and an unequitable distribution of the country's tourism earnings among different stakeholders. To minimize the negative impacts of tourism, Kenya needs alternative tourism strategy which derives from the country's dynamic and evolving socio-economic and environmental demands. Consequently, policy and institutional mechanisms need to be put in place which encourage local participation in tourism project design and management. Increased linkage of the tourism industry with other domestic economic sectors will decrease the leakage rates and increase the multiplier effect. © 1997 John Wiley & Sons, Ltd.

Personnel management in hotels - an update: A move to human resource management?

Abstract: This paper reports research on the conduct of personnel/human resource management in large and foreign-owned UK Hotels. The findings are compared to a similar study undertaken by the authors ten years previously, in order to examine the extent of change which has taken place. The extent to which human resource management has been implemented is also assessed. Broadly speaking, the results found evidence of a broader and more sophisticated approach to personnel management being taken, but there was only partial evidence of human resource management being implemented © 1997 John Wiley & Sons, Ltd.

A study of service quality in small hotels and guesthouses

Abstract: Two hundred and ninety-nine customers staying at eight small hotels/guesthouses in the UK were asked to provide written free responses indicating the best and worst aspects of the service they had experienced. These data were explored using the 18-point framework of Johnston (1995). Service quality attributes were identified as 'satisfiers' or 'dissatisfiers', and as relating to tangible or intangible aspects of the guest experience. Service quality scores based upon both aspects and attributes showed good agreement with customer satisfaction ratings and revealed clear differences between establishments. Tangible aspects of service quality were most frequently mentioned overall, but intangibles showed the greatest power to discriminate between establishments. Customers' comments were used by some service providers to correct faults and to focus staff onto customer needs. The possibility of classifying establishments on the basis of such data is discussed. © 1997 John Wiley & Sons, Ltd.

Integrating sport and tourism: a review of regional policies in England.

Abstract: Various authors have long advocated linking sport and tourism. This paper seeks to move from such advocacy by examining the attitudes and practices of policy makers in England through a review of the strategy documents of the agencies involved (Sports Council, Regional Councils for Sport and Recreation, English Tourist Board, Regional Tourist Boards). Initial examination of the sport–tourism literature and strategy statements enabled the formulation of a Policy Area Matrix for Sport and Tourism which was then used as the background for the review. The review revealed an increasing amount of sport–tourism activity which was not matched by any significant liaison amongst the agencies responsible for sport and tourism policies. The paper concludes by suggesting that ideas associated with organisational culture and the policy process may offer explanations for this lack of liaison and that further investigation in this area is essential to achieving an integrated framework for sport and tourism. © 1997 John Wiley & Sons, Ltd.

Tourism education and training in the Caribbean: preparing for the 21st century.

Abstract: This paper reviews the current state of tourism and hospitality education and training in the Caribbean. Tourism education and training are examined at the public school, post-secondary and tertiary levels. The importance of human resource development to the economic viability of Caribbean tourism and the Caribbean as a whole is highlighted, as is the need to adopt a strategic approach to tourism education and training on the part of both educators and policy makers. It is also suggested that the Caribbean must prepare for tourism in the 21st century through proper selection of people for the industry and through quality educational and training opportunities. © 1997 John Wiley & Sons, Ltd.

Strategic alliances in the world airline industry

Abstract: In recent years the airline industry has been in turmoil Declining loads, overcapacity and a reduction in prices in real terms has resulted in massive financial losses At the same time, the industry has been undergoing change engendered by, among others, deregulation and privatisation Combined, such pressures have led to airlines forming alliances This paper addresses the benefits and pitfalls To illustrate these points a case study of British Airways is introduced The paper concludes by speculating on the impact such alliances are having on the airline industry © 1997 John Wiley & Sons, Ltd

An attributional approach to hotel selection. Part 2: The customers’ perceptions

Abstract: This paper (the second in a series of four) presents the findings of a study of the views of UK hotel customers when identifying the perceived importance of hotel selection and quality assessment attributes. A brief review of the methodology is presented together with an analysis of customer preferences and characteristics. As the first article in the series concentrated upon the important attributes, this paper focuses on the interjacent and relatively unimportant attributes. A discussion of the findings reveals that customers view leisure, entertainment and children-related services as relatively unimportant. The results confirm the importance of competence and the characteristics and performance of the service provider. © 1998 John Wiley & Sons, Ltd.

Student perceptions of the cooperative education work environment in service industries

Abstract: Students studying Catering and Hotel Management, Travel and Tourism Management, Accountancy, Banking and Finance, Information Technology, Retail Management, and International Trade for the Bachelor of Business Degrees in the Faculty of Business at Victoria University of Technology and being eligible for cooperative education placements in 1993–1994, completed the Work Environment Scale (WES) [Moos, R. H. (1987) The Social Climate Scales: A User's Guide]. In all, 209 students responded to a mail questionnaire before, during and after their cooperative education placements. Overall, the students had moderate to high perceptions of their organisations' work environment. Specifically, all students perceived other employees to be friendly and supportive of one another, to be concerned about and committed to their job; emphasising good planning, efficiency, and getting the job done; and perceived their physical surroundings to contribute to a pleasant work environment. Conversely, the students perceived their supervisors to use rules and pressures to keep employees under control and to be less supportive. They also perceived their jobs to be low on variety, change and new approaches, and having less clarity as to daily routine and how explicitly rules and policies are communicated. It is suggested, however, that the above findings be verified by replication with varied populations and institutions. © 1997 John Wiley & Sons, Ltd.

The traveller as a destination pioneer

Abstract: This paper explores the role of budget travellers in pioneering destination development. It is argued that travellers are not a homogenous group, and that differences in travel experience, time and finances have resulted in varying degrees of tolerance with respect to visitor capacity, prices and authenticity issues. In analysing the destinations sought by travellers, any increase in popularity is likely to prompt certain groups to seek new destinations—those with the lowest tolerance being the first to move on. Accordingly, a hierarchy of traveller destinations results, covering those newly discovered to well-established destinations. In the process, those travellers with the lowest tolerances become in effect pioneers, leaving other groups to follow in their footsteps, which in turn attracts the attention of tourism developers and promoters. © 1997 John Wiley & Sons, Ltd.

Demonstration effects or relative deprivation? The counter‐revolutionary pressures of tourism in Cuba

Abstract: Much has been written on how formal political systems affect tourism but little on how tourism impacts upon political culture. This paper reclaims relative deprivation theory from the field of general political sociology as an analytical framework for understanding the impact of tourism on political socialisation in host countries. The paper argues that relative deprivation theory, long established in political sociology, but never utilised in tourism-impact anlaysis, provides valuable insight into understanding the socio-cultural effects of tourism on host societies, particularly those relating to political acculturation, offering significant improvements on “demonstration effect” analysis. Relative deprivation theory can be systematically developed to specify testable hypotheses on the differential effects of tourism upon the political culture within different kinds of societies. Data from Cuba is used to support the theoretical discussion which suggests an intractable paradox – that governments in poor socialist countries which most need tourism to achieve economic growth, may be those most likely to be subverted by it politically. © 1997 John Wiley & Sons, Ltd.

Environmental Auditing: An Approach Towards Monitoring the Environmental Impacts in Tourism Destinations, with Reference to the Case of Molyvos

Abstract: Environmental Auditing (EA) is a management tool which determines the actual and potential environmental impacts of both public and private sector activities. This technique assesses the magnitude, level and importance of environmental impacts caused by tourism development. Environmental auditing is based on environmentally responsible actions which when applied by tourism destination authorities, is a measure of their environmental commitment. Therefore, by utilizing environmental auditing in the world's tourism destinations, measures of a more proactive nature can be implemented within their localities. The application of the technique, as demonstrated in the case of Molyvos on the Greek island of Mytilini, appears to be significant for a destination's environmental practices. An overall assessment of Molyvos's environmental elements such as water and waste, and an evaluation of the performance of environmental indicators was carried out in order to determine the "baseline' environmental conditions in the resort. Thus, the procedure formed the basis for an ongoing environmental management activity, contributing to the sustainable tourism development of the destination. © 1997 by John Wiley & Sons, Ltd.

The Impact of Environmental Policy on the Tourism Industry in Taiwan

Abstract: The influence of government environmental policy on the tourism industry in Taiwan, particularly the hotels sector, is investigated through in-depth interviews with 69 key decision-makers in government, tourism and the hotel industry. Findings are generated in five main areas: government policy; government administrative systems; the implementation of environmental policy in the tourism industry; the effects of environmental policy on the hotel sector; and areas for further research. The paper concludes that although the Taiwanese government is committed to environmental protection, it is clear that a more coherent, co-ordinated approach to the development, implementation and monitoring of environmental policy is needed. © 1997 by John Wiley & Sons, Ltd.

Disneyland Paris: a permanent economic growth pole in the Francilian landscape.

Abstract: Disneyland Paris was located in the Francilian landscape to increase the capital accumulation of the Walt Disney Company. It has settled there permanently thanks, in part, to the convention signed by the Company with the French government who needed an economic growth pole in the Eastern part of the Paris Basin. Disney accepted the partnership and its constraints because it had ambitious real estate development plans. The French government, with its New Town policy was the only European country that could provide such a large acreage which it used to lever Disney's presence. © 1997 by John Wiley & Sons, Ltd.

New product development in the UK tour-operating industry.

Abstract: This article identifies the tour operating business as a dynamic and innovative industry sector. It discusses alternative models of new product development (NPD) and the extent to which these need to be modified for services. The way which such a theoretical model may reflect industry practice is then explored through four case studies of tour-operating companies. On the basis of the insight developed from these studies, it is identified that such firms do not rigidly follow a new product development process, neither in terms of what activities they engage in nor with regards to the sequence in which they do them. It is proposed that this contingent approach to NPD is due to a number of factors that influence the firm grouped under three main headings — the product features of the innovation, characteristics of the innovating firm, and the external environment. © 1997 John Wiley & Sons, Ltd.

Minimum wages and pay policy in the British hospitality industry: past impact and future implications

Abstract: This paper examines the impact of the removal of statutory minimum rates of pay in the hotel and catering industry. The past influence of the wages council as a statutory pay review mechanism on pay policy within the industry will be established. The main section of the paper then reports on the considerable changes that have occurred to the methods used for determining pay, changes to pay structures and addresses the implications that these changes may have for future rates of pay and the factors which affect the determination of pay for manual workers in the hotel and catering industry. This research represents the most comprehensive study yet carried out investigating the effect that wages council abolition has exerted on pay policy in the hotel and catering industry. © 1997 John Wiley & Sons, Ltd.

Some considerations of impacts of attitude to foreigners by hotel workers in the Peoples Republic of China on hospitality service

Abstract: Chinese people have long been considered to be xenophobic, and this has not been helped by the isolationist stance imposed by the communist (Chinese socialist) leaders over the past several decades. The present study was carried out to discover the attitudes of hotel workers in the Peoples Republic of China (P.R.C.) to visitors to their country who stayed in hotels. A rationale is presented for subdividing visitors into ethnic groupings, these being: Western; Japanese; South East Asian; overseas (compatriot) Chinese; and local Chinese. Given these groupings, the study goes on to use repertory grid analysis to analyse the attitudes of a sample of hotel workers from a variety of departments within hotels, and from a diverse regional spread throughout PRC, to their hotel guests. It was found that there was considerable uniformity of view of the workers, independant of hotel department, as to the attributes of their guests relative to their ethnic origin. The most significant distinction was that the Japanese, South East Asian and local Chinese were all linked together as sharing negative attributes, that is to say they were generally disliked by the hotel workers. Conversely, the Western people and other (compatriot) Chinese were generally perceived to have positive attributes and were less unwelcome. These findings are discussed in more detail in the paper. © 1997 John Wiley & Sons, Ltd.