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Language and dialect, customs and service attitudes are just a few of the characteristics that make each culture unique. Consequently, the presence of people from different cultures during a service encounter may impact service quality, as what constitutes good service quality is perceived differently across cultures. As a country with a multicultural society, culturally diverse migrants from non-English speaking backgrounds (NESB) play an increasingly important role in the Australian hospitality and accommodation sector. Within this regional context, this study aims to contribute to a more robust understanding of the influence of workforce cultural diversity on different aspects of front-desk accommodation service quality in the accommodation industry.

In this qualitative study, 31 semi-structured in-depth interviews with guests, front-desk staff and managers at service apartments in Western Australia were conducted, followed by validation interviews with five hospitality human resource management experts.

The results of the interviews suggest that cultural diversity of NESB staff affects several aspects of Australian accommodation front-desk services, including communication quality, staff-guest interaction and guest satisfaction. Findings point out that culturally diverse NESB front-desk staff may face cross-cultural communication barriers due to different foreign accents and the presence of local slang, improve guest-staff interaction and the overall guest experience in case of similar cultural backgrounds with guests and provide authentic representations of multiculturalism in Australia.

The study sheds new light on tourists’ shifting perceptions and expectations of authenticity, particularly in Australia, where cultural diversity has increased in prominence. Moreover, in the Australian accommodation service, many NESB employees who have learned American/British English have difficulty conversing with people with Australian accents, especially when Australian slang is also present.

本项定性研究针对西澳大利亚州服务公寓的客户、前台工作人员和经理进行了 31 次半结构化深度访谈, 随后对五位酒店人力资源管理专家进行了验证性访谈。

语言和方言、习俗和服务态度是能体现每种文化独特性的几个特征。因此, 在服务过程中人们文化背景的差异可能会影响服务质量, 因为不同文化对于良好服务质量的认知各不相同。澳大利亚作为一个多元文化社会的国家, 其酒店和住宿行业的发展愈发受到来自非英语背景（NESB）的多元文化移民的影响。因而, 本研究以澳大利亚为案例地有助于更深入地了解劳动力文化多样性对住宿行业前台住宿服务质量的多层面影响。

访谈结果表明, NESB 员工的文化多样性对于澳大利亚住宿前台服务的沟通质量、员工-宾客互动、以及宾客满意度等多方面都有影响。调查结果指出, 文化多元化的 NESB 前台工作人员：（1）可能由于不同的外国口音和当地俚语的存在而面临跨文化沟通障碍; （2） 接待相似文化背景的宾客时员工-宾客互动和整体宾客体验都会得到提升（3）代表澳大利亚多元文化的真实现状。

本研究为游客对原真性的看法和期望的转变提供了新的线索, 特别是在文化多样性日益突出的澳大利亚。此外, 在澳大利亚的住宿服务中, 许多学习过美式/英式英语的NESB员工很难与带有澳大利亚口音的宾客沟通, 更何况还需面对澳大利亚俚语。

El idioma y el dialecto, las costumbres y las actitudes de servicio son sólo algunas de las características que hacen que cada cultura sea única. En consecuencia, la presencia de personas de diferentes culturas durante un encuentro de servicio puede repercutir en la calidad del servicio, ya que lo que constituye una buena calidad de servicio se percibe de forma diferente en las distintas culturas. Como país con una sociedad multicultural, los inmigrantes culturalmente diversos de origen no angloparlante (NESB) desempeñan un papel cada vez más importante en el sector de la hostelería y el alojamiento en Australia. Dentro de este contexto regional, este estudio contribuye a una comprensión más sólida de la influencia de la diversidad cultural de la mano de obra en diferentes aspectos de la calidad del servicio de recepción en el sector del alojamiento.

En este estudio cualitativo se realizaron 31 entrevistas en profundidad semiestructuradas a huéspedes, personal de recepción y gerentes de apartamentos en Australia Occidental, seguidas de entrevistas de validación con cinco expertos en gestión de recursos humanos del sector de la hostelería.

Los resultados de las entrevistas sugieren que la diversidad cultural del personal de los NESB afecta a varios aspectos de los servicios de recepción de los alojamientos australianos, como la calidad de la comunicación, la interacción entre el personal y los huéspedes y la satisfacción de éstos. Los hallazgos señalan que el personal de recepción de los NESB culturalmente diverso puede (1) enfrentarse a barreras de comunicación intercultural debido a los diferentes acentos extranjeros y a la presencia de jerga local, (2) mejorar la interacción huésped-personal y la experiencia general del huésped en caso de tener antecedentes culturales similares con los huéspedes, y (3) proporcionar representaciones auténticas del multiculturalismo en Australia.

El estudio arroja nueva luz sobre las cambiantes percepciones y expectativas de autenticidad de los turistas, especialmente en Australia, donde la diversidad cultural ha cobrado mayor protagonismo. Además, en el servicio de alojamiento australiano, muchos empleados de NESB que han aprendido inglés americano/británico tienen dificultades para conversar con personas con acento australiano, sobre todo cuando también está presente la jerga australiana.

This paper aims to draw upon the notion of practice as performance from social practice theory to unravel the onsite process of Chinese outbound tourist shopping.

The study took a mixed methods approach. Qualitative data were collected via 110 participant observations conducted in Australia, and quantitative techniques were used to analyse the data in Leximancer.

Chinese tourist shopping practices are performed on site through a range of intra-personal and inter-personal embodied actions, with the patterns these actions constitute being different across shopping settings. The frequency of inter-personal actions also reflects the importance of social interactions and communications in the shopping performances of Chinese tourists, some of which are conducted with people not present in the settings via social media.

This study uses a social practice framework from sociology to examine in detail how Chinese outbound tourists shop on site. The embodied actions identified in the study present a rich and detailed picture of the flow of Chinese tourist shopping performances. This allows for improved understanding of the forces for change in this aspect of Chinese outbound tourism.

本研究采用混合研究方法，以在澳大利亚收集的110个参与式观察作为质性数据，并通过运用Leximancer软件来对这些数据进行量化分析。

本研究旨在运用社会实践理论中实践作为展演的概念来揭示中国出境游客购物的现场过程。

中国出境游客的现场购物实践通过一系列自我具身行动与人际具身行动而得以展演，并且由这些具身行动所构成的模式因购物环境的差异而有所不同。人际具身行动的频繁出现体现了社会互动与沟通在中国游客购物展演中的重要性。其中，一些社会互动与沟通是与不在现场的他者借助社交媒体进行。

本研究运用社会学中的社会实践概念来详细地研究中国出境游客如何在现场进行购物。文中所发现的具身行动展示了一幅丰富且详实的中国游客购物展演流程的画卷。这为更好地理解中国出境游客购物变化的影响因素提供了新的思路。

El estudio adoptó un enfoque de métodos mixtos. Los datos cualitativos se recopilaron a través de 110 observaciones de participantes realizadas en Australia, y se utilizaron técnicas cuantitativas para analizar los datos en Leximancer.

Este estudio se basa en la noción de práctica como desempeño de la teoría de la práctica social para desentrañar el proceso in situ de las compras turísticas chinas en el exterior.

Las prácticas de compras turísticas chinas se realizan en el sitio a través de un conjunto de acciones intrapersonales e interpersonales incluidas, constituyendo estos patrones diferentes entornos de compra. La frecuencia de las acciones interpersonales también refleja la importancia de las interacciones sociales y las comunicaciones en las actuaciones de compras de los turistas chinos, algunas de las cuales se realizan con personas que no están presentes en los entornos a través de las redes sociales.

Este estudio utiliza un marco de práctica social de la sociología para examinar en detalle cómo los turistas chinos emisores compran en el sitio. Las acciones incluidas identificadas en el estudio presentan una imagen rica y detallada del flujo de actuaciones de compras turísticas chinas. Esto permite una mejor comprensión de las fuerzas para el cambio en este aspecto del turismo emisor chino.

The purpose of this paper is to develop a conceptual framework that examines the impacts of changing seasons on tourism.

The paper presents a conceptual process model of the impact of seasons on all aspects of in-destination tourist behaviour. The model is developed from the literature and is then tested using Cairns, Australia as a case study.

Seasons influence the actual and perceived range of products/experiences available, which dictate the pull features of a destination, that in turn, influence who comes and why they come. Combined the activity sets and visitor profile define in-destination behaviour and, ultimately, satisfaction.

The study fills a needed research gap in two ways. Firstly, it explains conceptually and then tests empirically how changes in seasons affect the delivery of tourism products and experiences. Secondly, it adds significantly to our understanding of the factors that influence in-destination behaviour.

Managerial implications for destination management organisations are identified.

This paper presents a new conceptual process model for a previously unexamined issue.

本文提出了一个季节影响目的地游客行为的过程的理论模型。该模型基于文献开发而成, 然后以澳大利亚凯恩斯作为案例进行测试。

本文的目的是开发一个研究季节变化影响旅游的理论框架。

研究发现季节会影响实际和感知的产品或体验的范围, 从而决定一个目的地的吸引力特征。他们反过来可以影响谁来旅游以及他们来旅游的原因。 结合活动和旅游者画像来定义其目的地行为。

这项研究从两个方面填补了理论空白。 首先, 它从概念上解释, 然后实证检验了季节的变化如何影响旅游产品和体验的供应。 其次, 它极大地增强了我们对影响目的地行为的因素的理解。

本文指出了对目的地管理的实践意义。

本文针对先前未经考察的问题提出了一种新的理论过程模型。

El artículo presenta un modelo de proceso conceptual del impacto de las estaciones en todos los aspectos del comportamiento en en destino turístico. El modelo se desarrolla a partir de la literatura y luego se pone a prueba usando Cairns, Australia como estudio de caso.

El propósito de este artículo es desarrollar un marco conceptual que examine los impactos de los cambios de estación en el turismo.

Las estaciones influyen en la gama, real y percibida, de productos/experiencias disponibles que condicionan las características de atracción de un destino. Las estaciones, a su vez, influyen en quién viene y por qué viene. Los conjuntos de actividades combinadas y el perfil del visitante definen el comportamiento en el destino.

El estudio llena un vacío de investigación necesario de dos maneras. Primero, explica conceptualmente y luego demuestra empíricamente cómo los cambios en las estaciones afectan la oferta de productos y experiencias turísticas. En segundo lugar, contribuye significativamente a la comprensión de los factores que influyen en el comportamiento en el destino.

Se identifican las implicaciones de gestión para las organizaciones de gestión de destinos.

Este artículo presenta un nuevo modelo de proceso conceptual para un tema no examinado previamente.

Destination monitoring is crucial to understand performance and identify key points of differentiation. Visitor satisfaction is an essential driver of destination performance. With the fast-growing volume of user-generated content through social media, it is now possible to tap into very large amounts of data provided by travellers as they share their experiences. Analysing these data for consumer sentiment has become attractive for destinations and companies. The idea of drawing on social media sentiment for satisfaction monitoring aligns well with the broader move towards smart destinations and real-time information processing. Thus, this paper aims to examine whether the electronic word of mouth originating from Twitter posts offers a useful source for assessing destination sentiment. Importantly, this research examines what caveats need to be considered when interpreting the findings.

This research focusses on a prominent tourist destination situated on Australia’s East Coast, the Gold Coast. Using a geographically informed filtering process, a collection of tweets posted from within the Gold Coast destination was created and analysed. Metadata were analysed to assess the population of Twitter users, and sentiment analysis, using the Valence Aware Dictionary for Sentiment Reasoning algorithm, was performed.

Twitter posts provide considerable information, including about who is visiting and what sentiment visitors and residents express when sending tweets from a destination. They also uncover some challenges, including the “noise” of Twitter data and the fact that users are not representative of the broader population, in particular for international visitors.

This paper highlights limitations such as lack of representativeness of the Twitter data, positive bias and the generic nature of many tweets. Suggestions for how to improve the analysis and value of tweets as a data source are made.

This paper contributes to understanding the value of non-traditional data sources for destination monitoring, in particular by highlighting some of the pitfalls of using information sources, such as Twitter. Further research steps have been identified, especially with a view to improving target-specific sentiment scores and the future employment of big-data approaches that involve integrating multiple data sources for destination performance monitoring.

The identification of cost-effective ways of measuring and monitoring guest satisfaction can lead to improvements in destination management. This in turn will enhance customer experience and possibly even resident satisfaction. The social benefits, especially at times of considerable visitation pressure, can be important.

The use of Twitter data for the monitoring of visitor sentiment at tourist destinations is novel, and the analysis presented here provides unique insights into the potential, but also the caveats, of developing new, smart systems for tourism.

目的地监控对理解绩效和确立区别关键点至关重要。游客满意是目的地绩效的关键动力。随着社交媒体上用户生成内容的快速增长, 研究其游客提供的大量数据变成可能, 这些数据体现了游客的旅游体验。分析这些消费者情绪的数据对目的地和有关企业的吸引力巨大。研究社交媒介情绪数据和满意度与更广泛地对智慧旅游和实时信息处理等方面的研究和谐一致。因此, 本论文旨在检验Twitter帖子中的在线口碑效应是否成为测量目的地情绪的有用数据。更重要的是, 本论文检验在研究结果中哪些领域应该着重考虑研究。

本论文集中研究了澳大利亚东海岸的一处旅游目的地, 黄金海岸。本论文使用地理信息过滤的处理方式, 有关黄金海岸的tweets为样本, 进行分析。本论文分析了元数据, 使用VADER数算, 检测了Twitter用户人口和情绪分析。

Twitter帖子提供相当多的信息, 包括谁是游客, 当游客发布有关旅游目的地的tweets的时候, 拥有什么样的情绪。研究结果还指出了一些挑战, 包括twitter数据的“杂音”, 用户并不能代表广大研究对象的事实, 特别是国际游客。

本论文强调了几点限制, 如Twitter数据的代表性、积极偏见、大多数tweets千篇一律等。本论文对如何提高分析结果和使用tweets作为数据源的价值提出了几点建议。

本论文对非传统数据以对旅游目的地监控的价值做出贡献, 尤其是强调了使用信息数据的弊端, 如Twitter。未来研究方向应该着重研究目标明确的情绪指数, 以及运用大数据分析方法, 分析多个数据源来检测旅游目的地性能。

本论文确立的经济有效的方法以衡量和监控游客满意度, 对提高目的地管理有着巨大帮助。同时, 这也可以提高游客体验和甚至提高当地居民的满意度。社会利益, 特别有的时候很大的旅游压力, 是巨大的。

The purpose of this study is to assess the relationships between older travelers’ self-determined motivations, memorable travel experiences and overall satisfaction with educational holidays. This study also examined the mediating effects of memorable travel experiences on the relationships between motivations and overall satisfaction.

An integrative model using a pre-post travel approach was used as the framework for this study. A total of 361 valid pre- and post-travel surveys were gathered from Australians 50 years or older who participated in educational tour packages.

Results found “personal development” and “learning” dimensions of intrinsic self-determined motivations were the main decision making factors for older adults to engage in educational tourism. “Learning” was the main driver to influence memorable experiences and overall satisfaction. Findings also revealed “local culture” and “excitement” dimensions of memorable experiences were found to influence their overall satisfaction with the trip. These two dimensions were found to be significant factors that partially mediated the relationship between intrinsic motivation (“learning”) and overall satisfaction.

This study contributed to developing a theoretical framework that assessed antecedents and outcomes of older adults’ motivations and travel-related behaviors.

本论文旨在研究老年游客的自我决定、印象深刻的旅游体验、和整体满意度之间的关系, 以教育假期为研究背景。本论文还研究了印象深刻的旅游体验对于动机和满意度之间的中间调解作用。

本论文采用旅游前-旅游后的一体化模型作为理论框架, 使用来自澳大利亚年龄为50岁以上的教育旅游团游客为样本, 收取了361份有效旅游前-旅游后问卷。

个人发展和各种自我决定动机的学习因素成为主要决定老年人游客参与教育旅游团的原因。学习成为主导印象深刻的体验和整体满意度的原因。印象深刻的体验中的当地文化和兴奋度等因素成为主导其对整个旅游过程满意度的原因。这两个因素（当地文化和兴奋度）也部分地中间调解内部动力（学习）和整体满意度的关系。

本论文对于老年游客动机分析和旅游行为的相关文献具有理论贡献。

老年人 PLS-SEM, 、整体满意度, 、教育旅游, 、印象深刻的体验

研究论文

This study aims to investigate tourists’ propensity to use travel review websites (TRWs) during the pre- and post-travel stages from a cultural perspective.

This quantitative study is guided by the positivist paradigm. Data were obtained from an online survey, focussing on Australia, Canada, India and Malaysia.

The results indicate significant relationships between country of residence and the time research begins prior to an international or domestic holiday being undertaken; between country of residence and trust levels for information on TRWs; and country of residence and whether or not respondents post reviews on TRWs. These results are discussed using Hofstede’s cultural dimensions. Long-term orientation shows a moderate cultural influence of respondents’ trust of information on TRWs, while a country’s individualistic or collectivist orientation has a strong influence on respondents’ posting/not posting a review on a TRW.

Care should be taken when generalising the findings beyond the study population, as no randomisation occurred with survey distribution.

The results of this study have implications for managers of tourism businesses wishing to better facilitate information-sharing behaviours of their customers through TRWs.

The cross-cultural comparisons used in this study add value to tourism studies, particularly when comparing Eastern and Western societies.

The study adds to the knowledge base on consumer pre- and post-trip online behaviours, considering the effect of country of residence and any influence from Hofstede’s cultural dimensions.

本论文从文化角度出发, 旨在研究游客在旅游前和后两阶段对旅游点评网站的使用。

本论文采用定量分析, 采用实证主义模型, 网络问卷取样来自澳大利亚、加拿大、印度、和马拉西亚等国家。

研究结果表明, 在国际或者国内假期之前, 国家和搜索时间有显著关系；国家与网站信息可信度有显著关系；国家和是否游客发布旅游点评有显著关系。研究结果依据Hofstede文化维度理论。长期倾向调节了文化因素对网站点评信息信任度的影响。国家个人主义和集体主义导向对游客发布旅游点评有强烈影响。

问卷采样未采用随机抽样方式, 因此, 研究结果的概括推广性值得谨慎对待。

研究结果对旅游业经理有重要启示, 尤其是意图通过旅游点评网站促进游客信息分享行为。

研究结果对比跨文化区别, 对旅游学研究有重要价值, 尤其是做东西方社会研究对比。

本论文对消费者旅游前和后两阶段的网上行为做了研究, 尤其是在居住国家和Hofstede文化维度方面的影响研究, 对相关文献做出理论贡献。

关键词 旅游点评网站、Hofstede、在线问卷调查、游客行为、旅游前、旅游后

This paper aims to review the state of national biosecurity planning. The authors recognised tourist vectoring can increase the risk of invasive alien species (IAS) and disease; representing substantial biosecurity risk for tourism destinations worldwide. This research assesses the provision of biosecurity mitigation measures within national biosecurity plans and guidelines internationally. The author’s position in this issue contends that a lack of sufficient biosecurity risk management and planning in place for tourism could have severe impacts on a destination’s environment, society, and economy.

The authors systematically reviewed national biosecurity planning through a mixed-method research approach. Frist, essential criteria identified from international literature allowed for content analysis to assess specific national biosecurity plans and strategies. Second, qualitative data was then gathered by conducting semi-structured interviews within national governing bodies and organisations.

Planning for tourism biosecurity varies around the world with some destinations demonstrating highly evolved plans such as Hawaii, New Zealand, and Australia. However, this is not the case in Ireland where planning for biosecurity at a national level is severely limited. Biosecurity planning, pathway management, communication, quarantine and plans for tourism risk are inadequate to prevent the introduction and spread of IAS and disease in Ireland. Recommendations offer destinations globally and with “island status” an opportunity for biosecurity to be improved by using surveillance, communication, guidelines and specific capacities at the border stages within a specific national biosecurity plan.

This review on the state of national planning for biosecurity provides new knowledge specifically for tourism destinations worldwide, which can adopt the essential elements identified within this research for a national tourism biosecurity risk framework.

本文旨在审查国家生物安全计划的状况。作者认识到, 游客媒介可以增加外来入侵物种（IAS）和疾病的风险。代表了全球旅游目的地的重大生物安全风险。这项研究评估了国际上国家生物安全计划和指南中生物安全缓解措施的提供。作者在此问题上的立场认为, 缺乏足够的生物安全风险管理和旅游业规划可能会对目的地的环境, 社会和经济产生严重影响。

作者通过混合方法研究方法系统地审查了国家生物安全计划。第一, 从国际文献中确定的基本标准允许进行内容分析, 以评估特定的国家生物安全计划和策略。其次, 通过在国家理事机构和组织内进行半结构化访谈来收集定性数据。

在全球范围内, 旅游生物安全的计划各不相同, 有些目的地还展示了高度发展的计划, 例如夏威夷, 新西兰和澳大利亚。但是, 在爱尔兰, 情况并非如此, 因为在爱尔兰国家级的生物安全计划受到严重限制。生物安全计划, 途径管理, 沟通, 隔离以及旅游风险计划不足以防止IAS和疾病在爱尔兰的传入和传播。建议为全球目的地以及具有”岛屿地位”的国家提供了通过在特定国家生物安全计划内的边境阶段利用监视, 沟通, 指南和特定能力来改善生物安全的机会。

这项对国家生物安全计划状态的审查为世界各地的旅游目的地专门提供了新知识, 这些知识可以采用本研究中确定的国家旅游生物安全风险框架的基本要素。

Este documento tiene como objetivo revisar el estado de la planificación nacional de bioseguridad. Los autores reconocieron que la vectorización turística puede aumentar el riesgo de especies exóticas invasoras (EEI) y enfermedades; representa un riesgo sustancial de bioseguridad para los destinos turísticos de todo el mundo. Esta investigación evalúa la provisión de medidas de mitigación de bioseguridad dentro de los planes y directrices nacionales de bioseguridad a nivel internacional. La posición del autor en este tema sostiene que la falta de suficiente gestión y planificación del riesgo de bioseguridad para el turismo podría tener graves impactos en el medio ambiente, la sociedad y la economía de un destino.

Los autores revisaron sistemáticamente la planificación nacional de bioseguridad a través de un enfoque de investigación de métodos mixtos. Los primeros criterios esenciales identificados a partir de la literatura internacional permitieron el análisis de contenido para evaluar planes y estrategias nacionales de bioseguridad específicos. En segundo lugar, los datos cualitativos se recopilaron realizando entrevistas semiestructuradas dentro de los organismos y organizaciones nacionales de gobierno.

La planificación de la bioseguridad turística varía en todo el mundo, y algunos destinos demuestran planes muy evolucionados, como Hawai, Nueva Zelanda y Australia. Sin embargo, este no es el caso en Irlanda, donde la planificación de la bioseguridad a nivel nacional está severamente limitada. La planificación de la bioseguridad, la gestión de vías, la comunicación, la cuarentena y los planes de riesgo turístico son inadecuados para evitar la introducción y propagación de EEI y enfermedades en Irlanda. Las recomendaciones ofrecen a los destinos de todo el mundo y con el “estado de la isla” una oportunidad para mejorar la bioseguridad mediante el uso de vigilancia, comunicación, directrices y capacidades específicas en las etapas fronterizas dentro de un plan nacional de bioseguridad específico.

Esta revisión sobre el estado de la planificación nacional para la bioseguridad proporciona nuevos conocimientos específicamente para destinos turísticos en todo el mundo que pueden adoptar los elementos esenciales identificados dentro de esta investigación para un marco nacional de riesgo de bioseguridad turística.

This paper aims to analyse whether the speed of Wi-Fi in hotels influences customer satisfaction with hotels and the implications of this for the provision of Wi-Fi by commercial and governmental bodies seeking to boost tourism.

Regression analysis on data from Australian hotels (191 entries) and 111 responses to a national survey of local government authorities on public Wi-Fi (PWF) provision were combined with a literature review and content analysis of online reviews by hotel customers.

If Wi-Fi quality rises by 1%, customer satisfaction with the hotel increases by 0.376/100 units. In the areas where hotel Wi-Fi is of better quality, PWF provided by the local government is also of better quality; the reverse statement is also true.

Tourists value continuous access to Wi-Fi, whether provided by commercial or public bodies. It is imperative for hotels and local governments seeking to boost tourist activity to invest in quality Wi-Fi networks. However, to assist this, national policies should address spatial disparities in broadband infrastructure revealed in the study.

This study looks beyond a conventional distinction between the private and public provision of Wi-Fi to examine the shared interests of industry and government in this essential component of tourist infrastructure. The study is unique in the English-speaking literature for its focus on the link between the quality of Wi-Fi provision and customer satisfaction, with original results and discussion providing a rationale for investing in quality Wi-Fi networks.

认真的么, 澳大利亚, 为什么你对WiFi 如此小气？：澳洲酒店顾客对Wi-Fi速度的满意度及其对公共Wi-Fi供给的启示

本研究分析了酒店的Wi-Fi 速度是否影响顾客满意度, 及其对致力于促进旅游业发展的商业和政府组织在提供Wi-Fi 服务上的启示

本研究结合191家澳洲酒店的数据以及111份对当地政府权威机关关于公共Wi-Fi供应的全国性调查的回复数据进行了回归分析, 并结合文献综述和对网上顾客评价进行了内容分析

如果Wi-Fi质量提高百分之一, 顾客满意度会相应提高0.376/100个单位。在酒店Wi-Fi质量普遍较好的地区, 由地方政府提供的公用Wi-Fi也会有更佳质量, 反之亦然。

不管是商业还是公共组织提供的Wi-Fi, 游客都重视它的持续性使用。对那些想要发展旅游的酒店和地方政府来说, 加大对Wi-Fi 质量的投入是必要的。然而, 为了推进此举, 国家政策应该根据此项研究的结果解决宽带基础设施的地域差异问题。

本研究 超越了传统意义上的公共和私有供给Wi-Fi的区别, 从业界和政府机关共同利益的角度出发来对这项关键的旅游基础设施进行研究。本文对英文文献关于Wi-Fi质量和顾客满意度的关系提供了支持, 并且为提高Wi-Fi质量的理论依据提供了创新性结论和讨论。

This paper aims to test whether passive Wi-Fi visitor analytics is a useful and effective method to measure consumer engagement towards food trucks located within an outdoor activation area at an Australian metropolitan university.

Using passive Wi-Fi visitor analytics to ping and track smart devices, data was collected over 90 weekdays capturing data from 522,548 unique smart devices.

The data collected in this feasibility study was able to identify the most and least popular food trucks by displaying the differences in both bounce and engagement rates, suggesting that passive Wi-Fi visitor analytics are feasible and useful in this context. Furthermore, the results also demonstrate that food truck vendors and marketers should not engage in random rotation, but instead remain static to try and increase familiarity.

Current visitor tracking technology (i.e. ticketed sales, sales data and survey) is limited as it may not provide an accurate measurement of foot traffic, identify engaged patrons who passed by but did not complete a purchase and be available due to commercial sensitivity and confidentiality. Thus, the current research is the first to examine customer engagement (i.e. unengaged walk-by vs engaged but bounced vs engaged sales) with food trucks within an activation area by using passive Wi-Fi visitor analytics.

当前的论文旨在研究被动 Wi-Fi 访客分析是否是衡量消费者对位于澳大利亚城市大学户外活动区域内的流动餐车的参与度的有用且有效的方法。

使用被动 Wi-Fi 访客分析来跟踪智能设备, 从 522,548 个独特的智能设备收集了超过 90 个工作日的数据。

该可行性研究中收集的数据能够通过显示跳出率和参与率的差异来识别最受欢迎和最不受欢迎的流动餐车, 这表明被动 Wi-Fi 访客分析在这种情况下是可行和有用的。 此外, 我们的结果还表明, 流动餐车供应商和营销人员不应随意轮换, 而应保持静止从而增加顾客熟悉度。

当前的访客跟踪技术（即售票销售、销售数据和调查）是有限的, 因为它可能无法：（1）提供客流量的准确测量; (2) 识别路过但未完成购买的参与顾客; (3) 由于商业敏感性和保密性而可用。 因此, 目前的研究是第一个通过使用被动 Wi-Fi 访客分析来检查激活区域内流动餐车的客户参与度（即, 未参与路过, 相比于参与但跳出, 相比于参与售出额）。

The purpose of this paper is to reveal the knowledge evolution process, research hotspots and future trends in the accessible tourism research literature from 2008 to 2020.

A total of 213 articles on accessible tourism were selected from the core collection database of Web of Science (WoS) and analyzed using CiteSpace.

Over the 13-year period between 2008 and 2020, an increasing number of studies have been published concerning accessible tourism, but the overall base is still small. The research content mainly includes six modules. Among institutions, the University of Technology Sydney has published the largest number of papers. Cooperation among countries involves the USA, the United Kingdom, Australia, Portugal and China. Tourism Management is the leading journal for disseminating research on accessible tourism. Definition of “Accessible tourism” and the different scope of this phenomenon are re-discussed. In recent years, “experience” and “participation” have become the “new favorites” in accessible tourism research, which could reveal insights into future research directions.

The sampling frame was defined in terms of the WoS database and even though this is an important database for global academic information, in the big data era, the authors may have to integrate information from multiple sources to comprehensively reveal and understand knowledge maps. Second, because of the operational constraints of the CiteSpace software, the authors only selected outputs published in peer-reviewed journals, excluding other published works, such as books and conference papers. Finally, because of the language restrictions of the authors, this research is limited to journals published in the English language.

Practically, the results of this study made a conclusion of accessible tourism research so that the researchers can easily know what has currently been done and what future research can do. Tourism managers can also understand the demands and the constraints of tourism for the people who have barriers to travel. They can supply more specific products for the accessible tourism and further promote the construction of barrier-free travel environments.

This paper unifies the literature on senior tourism and people with disabilities tourism, and uses CiteSpace to construct data and network visualizations, including a burst and dynamic analysis for the period covered by the sample. Furthermore, this paper proposed a more diversified accessible tourism.

无障碍旅游：文献计量学研究综述 (2008-2020)

此篇论文目的是通过对2008年到2020年间无障碍旅游研究文献进行科学计量和可视化分析, 展示该领域的知识演变进程、研究热点和未来趋势。

从Web of Science核心合集数据库中经过多次筛选, 挑选出213篇文章, 并利用CiteSpace进行分析。

13年来无障碍旅游的研究文献数量总体呈上升趋势, 但总体基数仍然不大, 研究内容主要包含六个模块。机构中悉尼科技大学的发文量最多。国家间的合作以美国、英国、澳大利亚、葡萄牙和中国为基础。主要发行期刊是Tourism Management。本文还对无障碍旅游的定义和内涵重新进行了思考和讨论。近年来“体验”和“参与”成为了无障碍旅游研究中的“新宠”, 揭示出未来的研究方向。

此篇论文将老年旅游和残障旅游统一起来, 并利用CiteSpace做出清晰的数据和网络展示, 包含了过去13年的突发性和动态性分析。并且, 本文提出了更为广泛和多元的无障碍旅游。

无障碍旅游; 残障旅游; 老年旅游; 文献综述; CiteSpace

文章类型： 研究综述

Turismo accesible: una revisión bibliométrica (2008–2020)

El objetivo de este trabajo es revelar el proceso evolutivo del conocimiento, los puntos críticos de la investigación y las futuras tendencias de la literatura de investigación del turismo accesible del 2008 a 2020.

De la base de datos central de la red científica, se seleccionaron 213 artículos sobre turismo accesible y se analizaron utilizando citespace.

En los 13 años transcurridos entre 2008 y 2020 se han realizado cada vez más publicaciones relacionadas con el turismo accesible, pero la base general sigue siendo pequeña. Las investigaciones incluyen principalmente seis módulos. Entre los institutos, la Universidad Tecnológica de Sídney a publicado el mayor número de investigaciones. La cooperación entre los países incluye a los Estados Unidos, Reino Unido, Australia, Portugal y China. La “Tourism Management” es la principal revista de investigación sobre el turismo accesible. Este artículo rediscute la definición de “turismo accesible” y el diferente alcance de este fenómeno. En los últimos años, la “experiencia” y la “participación” se han convertido en el “nuevo favorito” de las investigaciones sobre el turismo accesible, lo que podría revelar perspectivas con relación a la dirección de futuras investigaciones.

Esta investigación combina la literatura relacionada con el turismo adulto mayor y personas con discapacidad, utiliza citespace para construir los datos y la visualización de la red, incluyendo un análisis dinámico y de ráfagas para el período cubierto por la muestra. Además, este documento propone un turismo accesible más diversificado.

Turismo accesible, Personas con discapacidad, Adulto mayor, Bibliometría, CiteSpace

RevisiÓn de la literatura