Tour. Hosp., Volume 5, Issue 3 (September 2024) – 18 articles

The service environment, particularly the tourism sector, has become increasingly relevant in providing sustainable jobs across the globe. The resort environment consists of any combination of guest experience offerings such as accommodation, restaurants, events, and activities that operate mostly within one geographical environment. Furthermore, through an extensive literature review, it is found that the resort environment lacks practical quality improvement tools to enable continuous improvement (CI) within this remarkably complex and competitive space. This article aims to introduce a novel CI framework aimed at the resort environment to ensure a progressive competitive edge. This article illustrates a framework that builds a Total Productivity Management (TPMan) tool on these three dimensions as a foundation with an adapted quality methodology, which has been tried and tested within the manufacturing environment, providing eight pillars as CI components. The article illustrates the results by means of a case study where TPMan was applied over a period of 8 years within a local high-end resort in South Africa. The article concludes that TPMan is relevant to the resort environment as a practical CI tool. Full article

The proliferation of social media has transformed how people engage in communication and community building, with platforms like Facebook becoming central to connecting individuals with shared interests. Despite the extensive formation of tourism-oriented online communities on these platforms, there is a notable lack of comprehensive studies examining their structural and managerial dynamics. This study addresses this gap by systematically analyzing fifty international tourism-focused Facebook communities to develop a novel typology based on the nature and type of information shared. The research identifies significant variations in community sizes, engagement levels, and management structures, highlighting that only 6% of these communities qualify as large, with membership exceeding one million. Contrary to common assumptions, a direct link between community size and engagement was not found, with qualitative factors like community purpose and content type being more influential. A notable correlation was observed between the number of administrators and moderators and the member count, emphasizing the importance of effective community governance. The study’s findings contribute to a deeper theoretical understanding of online community dynamics and offer practical implications for tourism marketers and community managers aiming to optimize engagement strategies on social media platforms. The research sets a foundation for future exploration of the interplay between virtual community management and tourism-related discourse. Full article

This study aims to provide an understanding of the preferences of student tourists regarding service attributes related to domestic accommodation. To clarify how lodging firms formulate policies for the student travel market, a “Relative to an Identified Distribution” (RIDIT) analysis in which responses are treated as ordinal data instead of equally spaced data is performed to examine the Likert-scale data obtained from 296 university students in Taiwan. In our RIDIT analytical results, respondents’ preferences are sorted in descending importance. Of the examined attributes, “Cleanliness of rooms” is the attribute most prioritized by the students, followed by “Located in a safe neighborhood/feeling safe in the room” and “Close to scenic area for meeting the trip requirement”. The attribute least prioritized by the students is “Interaction with other guests”. This analysis provides conclusions that differ from those obtained through commonly used techniques including the arithmetic average and exploratory factor analysis. The preference rankings indicate that managers should focus on the most prioritized service attributes and implement the necessary measures to enhance their service quality and maximize customer satisfaction. Full article

During COVID-19, the Norwegian Government provided compensation to amend firms’ decreased revenues, yet it should be neutral and tailored to losses only. However, firm resources or institutional factors may have influenced the compensation, which we study here. Survey data showed a high probability of compensation among large firms, although they were not hit particularly hard by COVID-19. Also, compensation was prevalent for firms in the hospitality, tourism, and culture industry, and a likely explanation is that they were hit hard. However, their probability of compensation was prevalent compared to firms in other industries, regardless of revenue losses. We assume that large firms’ compensation was due to their resources to apply for funding successfully, while institutional factors explained the compensation for firms in the hospitality, tourism, and culture industry. Full article

The purpose of this article is to investigate the factors that influence the authenticity of heritage hotels in popular tourist destinations. Using the Greek island of Santorini as a case study, the following three (3) factors, which have not been systematically studied so far, are examined and appear to have a significant impact on authenticity in the conversion of a heritage architectural building into a heritage hotel: (a) its structural characteristics, (b) the influence of the star classification system and (c) the extent to which each business promotes authenticity elements and heritage identity. For the purposes of this study, a threefold methodological approach was conducted, which includes archival research in the registry of the Hellenic Chamber of Hotels for all the heritage hotels in Santorini (69 units), research in the accounting data of the island’s heritage hotels certified with the national star ranking system for their services and amenities and research analysis of the information regarding the promotion of the heritage hotels through their official websites. Additionally, a cartographic representation of the locations of these hotels was created and their positioning was compared to the boundaries of traditional or non-traditional settlements. The results validated the basic finding of the literature review, that the authenticity of a heritage hotel is a construction under constant negotiation, influenced by a multitude of factors. The conversion of a historic building into a heritage hotel is a multidimensional process that requires a delicate balance between preserving cultural value and adapting to the needs of modern tourism, as well as a continuous evaluation and review of the policies in place. Full article

This study examines residents’ perceptions of tourism development in Riyadh city, Saudi Arabia, focusing on its benefits and costs, guided by social exchange theory. The objective is to explore how the perceived impacts of tourism development, along with external factors such as community attachment, residents’ knowledge of tourism development, and community involvement, affect locals’ satisfaction with tourism and their intention to support tourism development. A survey of 427 locals, analyzed using structural equation modeling (SEM), reveals a positive correlation between community attachment and the perceived benefits from tourism. Residents’ knowledge about tourism is linked to perceived benefits, but not to perceived costs, and community involvement does not significantly impact perceptions. Perceived benefits positively influence support for tourism, while perceived costs have a negative effect. Residents’ satisfaction with tourism, shaped by their perceptions of the benefits and costs, influences their future support for tourism initiatives. The theoretical implications highlight social exchange theory’s role in understanding community perceptions, while the practical implications emphasize inclusive and transparent tourism planning to gain local support. These results underscore the importance of considering locals’ perceptions and satisfaction in both current and future tourism planning and development strategies. Full article

The importance of service quality and a positive reputation, individually leading to enhanced performance of hospitality organizations, is undisputed. However, little is known about their interplay and how they collectively explain the variability in performance. The purpose of this article is to contribute to the understanding of the individual and collective impact of service quality and reputation on variability in performance, categorized as customer satisfaction and loyalty. This study was conducted using quantitative research methods with data derived from hotel guests in Iceland in the summer of 2023. We gathered 1487 valid answers from guests staying at any of the 9 selected hotels, all belonging to the same Icelandic chain. The factor analysis revealed a credible four-factor model that consists of tangible service, performed service, reputation, and performance. All three independent factors had a statistically positive connection with variabilities in performance, and the collective explanation ratio for the model was strong. The independent factors were correlated to a satisfactory level, and tangible service had the strongest unique connection to performance. Full article

The aims of this study are to analyze the tourism and air-transport industries in Africa and determine how African governments could improve the safety of tourists and local communities in this region to improve resident quality of life and tourism demand. Indeed, this study tries to improve African people’s lives through the tourism and travel sectors so that they can thrive in terms of their quality of life and happiness. The findings of the current study reveal that Morocco, Egypt, South Africa, and Tunisia are the most visited countries by international tourists; in fact, these four countries are the ones that generated the most income from international tourism in the period analyzed. Moreover, the results suggest that the tourism and air-transport industries in Africa could improve national economies, infrastructure, and resident quality of life thanks to international tourism receipts and increasing security levels around travel and tourism activities. Obviously, the tourism industry cannot be developed when there is constant insecurity, terrorism, and perpetual armed conflicts, as is the case in Nigeria, Somalia, DR Congo, Libya, Mali, and Cameroon, among many others. Security is the most important factor for a tourist destination because the safety and security of residents and tourists are the primary factors affecting tourism growth. The novelty of this research resides in its willingness to improve African people’s quality of life through air-transport and tourism activities, providing security guarantees for tourist and resident safety. This manuscript also contributes to enhancing and bootstrapping the literature on security in the travel and tourism sectors industry, particularly in Africa, where security is a priority more than a necessity. Full article

Cognitive-experiential self-theory is a unique model for exploring restaurant patrons’ decision making. Fear and its impact on diners’ decision making, particularly related to specific dining contexts (dine-in, takeout, and delivery), are limited in their representation in the literature. The COVID-19 pandemic provided an instance where a single fear could be explored universally for dining patrons. This study explores how fear influences diners’ perception of risk, antipathy, and avoidance toward restaurant dining and how these factors impact their intention to dine in a restaurant. Furthermore, it investigates how those constructs influence diner decision making regarding the selection of one of the identified dining contexts. Online survey data (n = 1225) of diners were analyzed using SEM. The research finds that fear impacts dining contexts differentially. Additionally, environmental control is identified as a valuable tool in the mitigation of diners’ fear. The pandemic had devastating impacts on the restaurant industry, partly due to the lack of research into fear, particularly in dining contexts. This research helps to fill the important research gap through the findings and theoretical and managerial implications provided. Full article

American college towns tend to be very economically dependent on the college they host. If enrollment is high, the town thrives. However, when enrollment is low, the town faces socio-economic difficulties, including increased unemployment and struggling businesses. Furthermore, the seasonal presence of students poses an additional challenge. This study investigates tourism as a potential solution to diversify college towns’ sources of revenue based on community willingness and town assets. Data were collected via interviews with 50 community members from three different groups within the town. While environmental tourism shows great potential for community self-development, the Calgary model of competitiveness highlights the need for significant efforts to establish the required support systems. Full article

COVID-19 was a defining moment of the 21st century, causing major disruptions to tourism and global mobility. Travel patterns have changed significantly, influencing people’s perception of travel. This study aims to explore how COVID-19 affected the travel intentions of the Portuguese. The research is based on a questionnaire administered to 762 individuals, using structural equation modeling with partial least squares. In general, individuals have a reasonable perception of fear of the consequences of COVID-19, risk, and travel behavior and do not appear to have anxiety or fear of traveling. As for their intention to travel, they seem to have intentions. The results of this analysis demonstrate that fear of traveling, and travel behavior directly influence travel intentions and, indirectly, through fear of the consequences of COVID-19, anxiety, fear of traveling, and perceived travel risk. This study is particularly relevant for entities that manage and monitor the travel intentions of their clients and consumers, especially in the travel and tourism sector. It aims to more effectively meet the needs and desires of travelers, in addition to formulating strategies that promote the recovery of tourism in the post-pandemic period. The added value of research lies in its potential to guide strategic decision-making and policy formulation. Full article

This study explores the drivers and barriers of the Circular Economy (CE) in Tunis Village, a rural tourism destination, as a case study of emerging economics. We adopted an exploratory case study methodology. Telephone interviews (n = 10) with stakeholders were conducted, and a survey of employees (n = 123) was distributed. Qualitative data were thematically analyzed, and quantitative data were descriptively presented. The results show that improving relationships with the local community, gaining financial benefits, and improving relationships with suppliers were the top perceived drivers. The top perceived barriers are poor economic development, which makes the implementation of large-scale sustainability difficult; a lack of technology and advanced technologies; and the absence of effective and integrated waste management and recycling systems. Considering the exploratory nature and design of this study, the results cannot be generalized. However, the results can help plan future research on a larger scale in developing economies. Furthermore, the findings can inform policymakers on how to better apply CE practices in rural tourism destinations. The topic of CE has been under-researched in connection with developed countries, and this study is the first to examine CE in rural tourism destinations in emerging countries. This underlines the specific drivers and barriers related to CE as a sustainable development practice. Additionally, it contributes to the academic debate on this notion. Full article

Drama is a wine region in northern Greece with a local economy based on agricultural production. Despite its historical and geographical setting, the wine tourism industry is not very well developed in the wine-growing region of Drama. Although the sustainability of territorial development is often linked to local food and wine heritage, it seems that the implicated parties are not totally convinced. For this qualitative case study, we first conducted interviews with the management of the local wineries to determine the reason behind the low number of wine tourists in the area. Then, a workshop was organized, and all relevant parties were invited to increase awareness through education while also attempting to find mutually agreeable solutions through working group table discussions and the presentation of findings. Taking advantage of and preserving the cultural heritage through the cooperation of the related regional businesses, regional/central authorities, and non-governmental organizations (NGOs) was concluded to be an important tool for organizing new initiatives that will boost wine tourism. Full article

This study examines the nature of brand associations that air travellers form with airports and which associations are important when choosing between airports. Using semi-structured qualitative interviews, this study collected information about 240 participants’ most recent trips using air travel, encompassing 642 airport visits and 88 airports worldwide. The associations that participants made with the airports they travelled through were collected, as well as the sorts of associations that are important for choosing between airports and why those associations are important. The data were analysed using thematic analysis, revealing 13 themes each for airport brand associations and important associations for choosing between airports and 14 themes for reasons why those associations were important. Single-sample t-tests reveal that each of these themes has a different effect size in terms of its effect on airport brand association formation and its effect on attitudinal brand choice. This study contributes to the air transport and tourism literature by providing a detailed account of which associations air travellers form with airports and which are used for choosing between airports by contextualising these findings by viewing airports as compound brands. Managerial implications are also provided along with avenues for future research. Full article

The support of local stakeholders is crucial for the sustainable tourism management of nature-based destinations (NBDs). Local people near NBDs may have more interaction with wildlife; however, research on local people’s attitudes towards wildlife is surprisingly limited. To explore their liking and willingness to coexist with different wild animals, and the associated influencing factors, we conducted a survey of residents living near Tanjung Piai National Park (TPNP), Johor, Malaysia. Most of the residents had experienced numerous direct encounters with bats and snakes inside TPNP, as well as with wild boar and macaque monkeys outside of the park. The local people showed a high level of liking for animals but a relatively low level of willingness to coexist with them. The results of the statistical models suggest that the liking of animals is significantly influenced by childhood nature experiences and sociodemographic characteristics including sex, education, and the presence of children. Education was an effective factor shaping the preferences of favorable, fairly favorable, and unfavorable animal groups. On the other hand, willingness to coexist with animals was significantly influenced by childhood nature experiences, age, and sex. Age was an effective factor shaping willingness to coexist with favorable, fairly favorable, and unfavorable animal groups; specifically, elderly people showed a low level of willingness to coexist with animals compared to young people. Therefore, we conclude that in addition to providing educational programs for shaping preferences regarding wildlife, careful support and considerable efforts aimed at elderly people are essential to increasing residents’ willingness to coexist with animals to obtain wider support for NBD management. Full article

This study investigates the multifaceted relationships between product innovation, customer satisfaction, and experience within the quick service restaurants (QSR) sector. Moreover, it explores the reciprocal dynamics, scrutinizing the impact of customer experience on shaping customer satisfaction. Furthermore, the research delves into the mediating function of customer experience in establishing the connection between product innovation and customer satisfaction. The participant pool encompassed 221 respondents, patrons of well-established QSRs, such as McDonald’s, Domino’s Pizza, Pizza Hut, and KFC, strategically situated in three prominent north Indian cities—Jammu, Chandigarh, and Delhi. Employing a structural equation modelling technique, the study meticulously examines the relationships between these crucial elements (product innovation, customer experience and customer satisfaction). This research contributes to existing knowledge by offering a detailed study of the dynamics governing product innovation, customer satisfaction, and experience in the QSR sector. The findings bear practical implications for QSR operators, providing valuable insights into strategies for enhancing customer satisfaction through effective product innovation and an elevated dining experience. Full article

The purpose of the article was to investigate the potential of rural green tourism in Ukraine and to determine the main directions of its innovative development, taking into account global, national, and regional trends. SLR (Systematic Literature Review), methods of expert assessment, selective observation, and graphic method were used to achieve the set goal. The article analyzes the current state of rural green tourism in Ukraine; the tourism and recreation potential of rural areas of Ukraine was assessed; promising types of innovations that are currently relevant for implementation in the practice of providing services in the field of rural green tourism in Ukraine are defined and grouped; and the impact of global, national, and regional trends on the current stage of activity and further development of rural green tourism in Ukraine is determined. It is determined that in modern economic conditions, rural tourism serves as a stabilizing factor that will contribute not only to maintaining the normal living standards of rural residents, but also to the development of the region’s economy, service infrastructure, household services, and the social sphere. Thus, rural green tourism is the main tool for stimulating the economic and socio-cultural development of rural areas. The results of the assessment of the tourist and recreational potential of rural green tourism of Ukraine showed that the recreational and tourist attractiveness of rural areas is mainly determined by natural and ecological conditions, cultural and historical conditions, and the tourist infrastructure of the region. Financial economic, socio-demographic, and administrative management conditions negatively affect the recreational and tourist attractiveness of rural areas, resulting in the low ability of the rural population to implement innovations. It has been established that in order for the tourist business to be able to quickly adapt to the normal state, it is necessary to introduce innovative types of tourism that will make it possible to attract a larger number of people to the tourist business and establish additional income due to the introduction of innovative offers, new tours, visits to special places, and the entire range of services of the best quality, which will contribute to the accelerated implementation of online forms and digital tools in the provision of tourist services, etc. It has been proven that the introduction of innovations plays an important role in ensuring the sustainable and balanced development of rural tourism in Ukraine, contributing to the creation of new opportunities and improving the quality of tourist services. Full article

This study uses an input–output model to assess the economic impact of the 2018 Mile High 420 Festival on the Colorado economy. A comprehensive assessment was conducted to determine the economic impact of the Mile High 420 Festival, which included analyzing the direct, indirect, and induced effects of festival spending. The study involved 233 respondents whose primary motive was to attend the 420 Festival. Using IMPLAN, the study’s data were analyzed to determine the economic activity generated by visitor activity. On average, each respondent spent USD 2013 during their trip to Colorado. The largest expense per person was on cannabis-related activities and shopping, followed by lodging and food and drink. When these expenses were multiplied by the number of visitors (25,650), the total spending amounted to USD 51.7 million. When indirect and induced spending was included, the 2018 Mile High 420 Festival generated a total economic impact of over USD 95 million for Colorado. It contributed to the creation of 787 jobs in the region. No study has been conducted on the economic impact of a cannabis-themed festival in the current tourism literature. Therefore, this study contributes to filling this gap by developing literature on the impact of cannabis tourism and its implications for host communities or states, especially for state policymakers and business professionals. The results of this study are expected to serve as a reliable benchmark for subsequent economic impact analyses and comparisons with other industries. Full article