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The paper aims to study Macau’s brand and destination personality. The data are derived from 91 semi-structured interviews with visitors to Macau at points of departure such as the airport and ferry terminals. Macau is perceived as hospitable and friendly, but complexities and ambiguities exist as the city is a fusion of Western and Asian cultures and locates gaming with a Portuguese heritage. Indeed one informant described the city as an “old person with a young spirit”. Given this, the final discussion is concerned with the concepts of anthropomorphic attributes associated with destination personality when applied to a destination, whereas managerial implications are identified with reference to a need to overcome some deficiencies in a perceived coldness in interactions with industry personnel.

After expressing an initial disquiet about the nature of many studies that are published using structural equation modelling (SEM), a rationale for using the technique is provided. Given the advantages provided by the technique, the differences between covariance-based and partial least squares techniques are briefly described. The argument progresses by indicating assumptions behind the techniques and what it is that referees require before being able to properly referee the paper. Some issues are fundamental to survey-based materials and include the requirement to distinguish between importance and discriminatory power, and the over-dependency on cross-sectional analysis when making claims of generalisation. Other issues of scale creation and sample size are touched upon. This paper finishes by suggesting a checklist for referees who are asked to review papers using SEM.

This paper responds to the lack of visitor engagement in many culture-based World Heritage sites and conceptualises a “Cuteification-Value Nexus” for the discussion of the communication of heritage values through “cute” or aesthetically pleasing popular culture elements. It reflects on observations in Macao to argue for a greater engagement of culture-based World Heritage sites through a combination of popular culture inspired motifs and truthful heritage messages. Specifically, it identifies a form of “cuteified heritage” – a hyperreal cultural zone that happens away from the actual heritage sites, but which articulates the heritage significances of those sites. This draws on concepts on themed spaces and insights from postmodernistic hyperreality and tourism to examine how the “completely real” becomes identified with the “completely fake” in the staging, consumption and negotiation of experiences with World Heritage and their utility in the management of World Heritage tourism sites.

Historic architecture is one of the most prevalent human-made attractions and image attributes that the tourism industry substantially benefits from. Moreover, this attraction creates a critical value in augmenting destination competitiveness. Therefore, the purpose of this paper is to discuss historic architecture in relation to guest experience and to find out if historic buildings used as hotels are, physically, elements of attraction. The findings reveal that historic buildings used as hotels have a specific potential in attracting guests, and these buildings are mainly considered positive by guests. Hotel guests are satisfied by the physical – i.e., architectural and atmospheric – features of hotels serving in historic buildings. This paper will help readers rethink how historic architecture plays a key role in tourism consumption. The paper uniquely seeks to delve into the potential of historic hotel buildings as elements of attraction by examining over 9.8 thousand comments of hotel guests.

The subject of “well-being” has attracted attention from tourism scholars, but differences and misuses in approach have meant that academic contributions and knowledge accumulation to the tourism literature remain relatively little. This paper attempts to clarify the theoretical source of subjective well-being, and critically reflect on the problems existing in the study of well-being when applied to tourism. It is suggested that subjective well-being belongs to the category of “quality of life” and has multiple philosophical foundations and theoretical sources including theories of hedonism, expectation, happiness and various itemised lists of emotions. A hybrid research method is suggested when applying the concept to tourism.

The COVID-19 pandemic has resulted in significant changes in tourists’ attitudes and behaviors mostly as a result of confinement-related problems. Although various studies have been conducted to analyze customers’ perceptions of service quality and satisfaction using a drop-off/pick-up method, the influence of COVID-19 on customers’ perceptions of service quality and satisfaction has not been examined using online reviews. It is critical to evaluate satisfaction aspects from user-generated content to ascertain their preferences for hotel services during the pandemic. This research aims to explore the viewpoint shared online by hotel tourists, as well as identify which service practice is associated with higher and lower satisfaction during the COVID-19 pandemic.

International policy approaches to cannabis production and use are changing rapidly, and within the Irish context, alternatives to prohibition are being considered. This study aims to explore policymaker’s attitudes towards the decriminalisation and legal regulation of cannabis for recreational use in the midst of an unfolding policy process, examining the degree which a “policy window” might be open for the implementation of cannabis policy change.

Semi-structured interviews were held with eight key informants within the policy field in Dublin, Ireland. Kingdon’s (2014) Multiple Streams framework was used to consider whether the problems, policy and political streams were aligning to support progressive policy change.

Irish policymakers indicated broad support for the decriminalisation of cannabis. The legal regulation of cannabis received more qualified support. Existing policy was heavily criticised with criminalisation identified as a clear failure. Of particular interest was the willingness of policymakers to offer opinions which contrasted with the policy positions of their organisations. While a policy window did open – and close – subsequent governmental commitments to examine the issue of drugs policy in a more deliberative process in the near future highlight the incremental nature of policy change.

This study provides unique insight into the opinions of policymakers in the midst of a prolonged period of policy evolution. A latent aspiration for historical policy change was situated within the realpolitik of more traditional approaches to policy development, demonstrating that the alignment of Kingdon’s (2014) problem, policy and political streams are essential for change in cannabis policy.

A continuous issue which plagues all service businesses is the process of handling complaints. Whilst the topic has been relatively well explored, extant literature has failed to fully explore how staff demographics influence the methods in which they manage complaints.

A qualitative approach was adopted with semi-structured interviews. A purposeful sample was selected, inviting managers from hotels in Dubai to share their views on factors affecting the complaint management process, including the impact of staff demographics.

Staff demographics were found to have an impact on staff's approach to handle complaints. However, participants generally felt that, with sufficient experience, the impact of many of these influences would be negated.

Literature on complaint management has considered numerous mitigating factors affecting the complaint management process. The impact of staff demographics on how they receive and respond to complaints has not been thoroughly explored.

This paper aims to introduce a novel method for the analysis of open cell porous components fabricated by laser-based powder bed metal additive manufacturing (AM) for the purpose of quality control. This method uses photogrammetric analysis, the extraction of geometric information from an image through the use of algorithms. By applying this technique to porous AM components, a rapid, low-cost inspection of geometric properties such as material thickness and pore size is achieved. Such measurements take on greater importance, as the production of porous additive manufactured orthopaedic devices increases in number, causing other, slower and more expensive methods of analysis to become impractical.

Here the development of the photogrammetric method is discussed and compared to standard techniques including scanning electron microscopy, micro computed tomography scanning and the recently developed focus variation (FV) imaging. The system is also validated against test graticules and simple wire geometries of known size, prior to the more complex orthopaedic structures.

The photogrammetric method shows an ability to analyse the variability in build fidelity of AM porous structures for use in inspection purposes to compare component properties. While measured values for material thickness and pore size differed from those of other techniques, the new photogrammetric technique demonstrated a low deviation when repeating measurements, and was able to analyse components at a much faster rate and lower cost than the competing systems, with less requirement for specific expertise or training.

The advantages demonstrated by the image-based technique described indicate the system to be suitable for implementation as a means of in-line process control for quality and inspection applications, particularly for high-volume production where existing methods would be impractical.