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Monitoring and assessment are essential in the measurement of tourism business performance. Therefore, the purpose of this chapter is to illustrate how monitoring and…
Monitoring and assessment are essential in the measurement of tourism business performance. Therefore, the purpose of this chapter is to illustrate how monitoring and assessment procedures can be applied in the hospitality business.
A case study and micro examples provide a framework for the monitoring and assessment of business performance in the hospitality business.
This chapter provides reasons why the tourism business uses control measures to monitor business performance. This is complemented with practical steps in the assessment procedures and guidelines for assessments. Different types of assessment procedures together with the characteristics of performance management provide a well-rounded overview to tourism business owners on how to conduct monitoring and assessment.
Due to the explorative nature of the monitoring and assessment case study, more empirical studies are needed to investigate and test performance measurement from a developing country perspective.
Discussions from the case study support the steps and practical guidelines in the monitoring and assessment of the tourism business.
The case study offers new practices into prospective entrepreneurs’ measurement and understanding in the monitoring and assessment of business performance.
The aim of this paper is to verify whether, in the tourism sector, the “family business model” is an important development opportunity and, in particular, if it is an…
The aim of this paper is to verify whether, in the tourism sector, the “family business model” is an important development opportunity and, in particular, if it is an innovation driver for this industry development. In the literature, there is no conclusive evidence of this for the tourism sector. In this context, the authors investigate personal and family needs and preferences alongside the relationship between family business model, growth and profit maximization and the development of tourism businesses through innovation drivers.
To develop this topic, the authors conducted an extensive literature review considering the scientific papers published and contained mainly in database in the last 10 years (2010–2020) and focused the attention on the last five years. The authors ran content and structural analysis on the collected sources by main scientific databases (EBSCO, Scopus, Thomson Reuter, etc.). Based on a systematic literature review, the analysis was conducted using statistical criteria and bibliometric indicators. In detail, the authors used systematic literature review, bibliometric analysis and automatic text analysis (ATA) tools for identified lexicon analysis and strategic keywords and used statistical correlation to classify the different approaches in the literature and to outline the orientations of the various research groups.
From this analysis, the correlation between tourism, hospitality, entrepreneurship, life cycle and innovation dynamics was analysed. Important research gaps are identified, and future research priorities are suggested. Implications for both family business and tourism theory are discussed.
While the intersection between tourism management and family business model has been established in the literature, the number of related publications is still limited. Against this background, a literature review as a total analysis was an adequate and practicable research methodology. This paper proposes a comprehensive literature review and a reflection on the potential developments and applications for family business in the tourism sector. Authors also suggest several research directions that have not been adequately investigated yet. In particular, scholars do not seem to have caught all the implications of innovation adoption, especially for SMEs and family ownerships in tourism.
The relevance of the use of business models in the measurement of tourist experience has been questioned. Therefore, the purpose of this chapter is to suggest a…
The relevance of the use of business models in the measurement of tourist experience has been questioned. Therefore, the purpose of this chapter is to suggest a theoretical framework for the development of a multi-item Business Tourist Experience Value Model.
Against the Behavioural Intentions Model of Fishbein and Ajzen (1975), an alternative Business Tourist Experience Value theoretical model is suggested. This model consists of an integration and re-assessment of different elements from a range of empirical studies.
Experiential value, satisfaction, and post-consumption behavior may play an important role in acquiring information and knowledge creation on how business tourism organizations can use a Business Tourist Experience Value model to enhance service experiences.
Due to the explorative nature of the Business Tourist Experience Value theoretical model, more empirical studies are needed to investigate, test and validate the model.
Results from the theoretical discussion support the inclusion of experiential value, satisfaction, and post-consumption behavior as part of the Business Tourist Experience Value model. Due to the magnitude of the relationships among these dimensions it is expected that the theoretical and practical implications may complement each other. Therefore business tourism managers can use these dimensions as guidelines on how to create valuable experiences for their tourists and perform better.
This theoretical model offers new practices into business tourism managers’ measurement of experiential value, satisfaction, and post-consumption behavior in a business tourism context.
Tourism is a service-intensive industry where tourists’ experiences are framed by the quality of service provided. The main aim of this chapter is to offer conceptual…
Tourism is a service-intensive industry where tourists’ experiences are framed by the quality of service provided. The main aim of this chapter is to offer conceptual guidelines on the service quality expectations and experiences of tourists and how this can be maintained through customer care.
A literature review was conducted where theories relevant to service quality and customer care were explored to design conceptual frameworks and guidelines for small business entrepreneurs/managers.
Psychological aspects related to the delivery of quality service are influenced by an array of characteristics, variables and managerial perspectives. Furthermore, tourists value the same service quality variables in the service quality assessment of their expectations and experiences.
Due to the exploratory nature of this chapter, interpretation of the findings must be done in the context of the discussed literature review with practical examples.
Service quality and customer care are essential elements in meeting tourists’ expectations. The five-step approach to address the service quality gaps in a tourism business provides valuable guidelines in the inter-relationships between the various aspects related to service delivery. The delivery of quality service is maintained by the creation of good relationships through customer care.
The illustration of the inter-relationships between analytical frameworks and models provides a unique opportunity for small business entrepreneurs to create an awareness of the delivery of quality service and customer care.
The purpose of this paper is to reveal those attributes of owners and managers that influence knowledge flows between owners and managers in a tourism destination network…
The purpose of this paper is to reveal those attributes of owners and managers that influence knowledge flows between owners and managers in a tourism destination network. The research question relates to whether homogeneity and/or heterogeneity attributes of the owners and managers are associated with the flow of information within a knowledge network.
Owners and managers of tourism and hospitality businesses in the Bournemouth, Poole and Christchurch conurbation were surveyed regarding their receipt of information from each other. Social network analysis (SNA) was applied to understand how job position, type of business, gender and education attributes influence the information flows within a knowledge network.
It was revealed that the ties or flows of information were influenced through the heterogeneity of the type of education attribute of a business owner or manager. Other attributes such as type of business, job position or gender were not associated with the receipt of information.
The contribution of the paper relates to increasing the understanding of an underlying attribute that influences information flows between owners and managers of tourism and hospitality businesses within a tourism destination.
The paper contributes to the understanding of a heterogeneous attribute that influences the flow of information within a tourism destination network.
The purpose of this paper is to explore the potentialities and weaknesses of the city of Porto (Portugal) in the business tourism segment in order to ensure and develop a…
The purpose of this paper is to explore the potentialities and weaknesses of the city of Porto (Portugal) in the business tourism segment in order to ensure and develop a destination’s business tourism strategy position.
Data were collected through the participation of 28 experts living/working in Porto in a three-round Delphi exercise. Experts should identify the main straights, weaknesses and opportunities of the city for the business tourism development.
The main results show that the city’s potential to become landmark destination in the business tourism sector far outweighs its limitations. With measures aimed to improve the functionality of the business tourism segment and marketing strategies to increase external promotion, Porto meets the conditions to become an excellent business tourism destination.
Many studies have been conducted from the perspective of leisure tourism; few have been conducted from the perspective of the business tourism and none have been conducted from the perspective of the business tourism in the city of Porto. This research fills a gap in the literature relating to the practice of meeting industry. It represents the first attempt to elicit stakeholders opinions about important issues related to the development of business tourism in the city. The results of the study provide a more informed and systematic basis on which to develop the business tourism segment in Porto.
This paper aims to track the evolution of an innovative Aboriginal tourism business model with deliberate social and community enterprise objectives in a remote setting.
This paper aims to track the evolution of an innovative Aboriginal tourism business model with deliberate social and community enterprise objectives in a remote setting.
It adopts an in-depth exploratory case study approach to discover key characteristics of an emerging tourism enterprise. The qualitative data sources include publically available planning, promotional and organizational materials, in-depth interviews with key informants and on-site observations. Yunus et al.’s (2010) social business model provides the framework for the case analysis.
Findings highlight the gradual deepening of Indigenous engagement – from simply providing a place for a non-Indigenous tourism business – to running a fully Indigenous-controlled, staffed and themed on-country tourism business. Complementing existing non-Indigenous tourism experiences reduced the need for start-up infrastructure and market recognition, thus reducing business risk for the Traditional Owners. Despite substantial changes in the business structure in response to political and maturation factors, the core motivations seemed to remain strong. The business model facilitates value creation to stakeholders in varying ways.
The contextual nature of Indigenous tourism reflects limitations of qualitative case study methodology.
The resulting business model provides a contextually appropriate structure to engage in tourism for achieving cultural and societal goals. It mitigates against the identified risk of low market demand for Indigenous tourism experiences by connecting with established non-Indigenous tourism products, while also allowing for product offering independent thereof.
Social benefits are high and have potential for replication in similar contexts elsewhere.
The paper contributes to the emerging research on culturally appropriate business models in Indigenous tourism contexts and validates a strategy to overcome low demand. It offers a model that for the tourist facilitates a sustainable experience which enables co-production while for the hosts fosters community resilience, intergenerational learning and improved livelihoods. The case highlights opportunities for further research into the interrelationship, dependencies and thresholds between the social and economic profit equations, particularly in the context of the culture conservation economy.
本研究采用深入的探索性案例研究方法来发现新兴旅游企业的关键特征。定性数据包括可公开获得的计划, 促销和组织资料, 与主要信息提供者的深入访谈以及现场观察。 Yunus等人（2010）的社会商业模型提供了案例分析的框架。
调查结果凸显了土著人参与度的逐步深化–从简单地为非土著人旅游业务提供场所, 到经营完全由土著人控制, 配备人员以及进行主题化的国家旅游业务。丰富现有的非土著旅游体验, 可以减少对启动基础设施和市场认可的需求, 从而降低了传统业主的业务风险。尽管由于政治和成熟因素, 业务结构发生了重大变化, 但核心动机似乎仍然很强。研究得出的商业模型通过各种方式促进了利益相关者的价值创造。
本文为土著旅游背景下文化相关的商业模式的新兴研究做出了贡献, 并提出并验证了克服低需求的策略。它为游客提供了一种可持续发展的体验模式, 使人们可以实现体验共创, 同时为居民提供的模式则可以提高社区的适应能力, 代际学习机会和改善生计的途径。该案例强调了进一步研究社会与经济利益之间的相互关系, 依存关系和阈值的机会, 尤其是在文化保护经济的背景下。
土著旅游, 价值创造, 共创, 文化保护经济, 社会企业, 金伯利地区
Turismo para servir a la cultura: la evolución de un modelo de negocio de Turismo Aborigen en Australia
Objetivo (límite de 100 palabras)
Este documento analiza la evolución de un modelo de negocio del Turismo Aborigen innovador, con un objetivo social común y empresarial determinado en un entorno remoto.
Diseño/metodología/enfoque (límite de 100 palabras)
Adopta un enfoque profundo y exploratorio de estudio de caso para descubrir las características claves de una empresa turística emergente. Las fuentes de datos cualitativos, incluyen materiales de planificación, promoción y organización de acceso público, así como entrevistas en profundidad con informantes claves y observaciones in situ. El modelo de negocio social de Yunus et al. (2010) proporciona el marco para el análisis de casos.
Resultados (límite de 100 palabras)
Los hallazgos destacan la profundización gradual de la implicación indígena, desde proporcionar simplemente un lugar para un negocio de turismo no indígena, hasta un total control de la gestión del negocio turístico con personal y temática indígena. Complementando las experiencias existentes de turismo no indígena, se redujo las necesidades iniciales de infraestructuras y reconocimiento del mercado, disminuyendo así el riesgo comercial para los Propietarios Tradicionales. A pesar de los cambios sustanciales en la estructura empresarial que los factores políticos y de maduración provocan, las motivaciones centrales parecían mantenerse fuertes. El modelo de negocios facilita la creación de valor a las partes interesadas de diversas formas.
Limitaciones/implicaciones de la investigación (límite de 100 palabras)
La naturaleza contextual del turismo indígena refleja las limitaciones de la metodología de estudio de caso cualitativa.
Implicaciones prácticas (límite de 100 palabras)
El modelo de negocio resultante proporciona una estructura contextualmente apropiada para la implicación de las comunidades indígenas en el turismo y poder lograr objetivos culturales y sociales. Mitiga el riesgo identificado de la baja demanda del mercado de experiencias de turismo indígena, al relacionarse con productos turísticos no indígenas establecidos, al tiempo que permite la oferta de productos independientes de los mismos.
Implicaciones sociales (límite de 100 palabras)
Los beneficios sociales son altos y tienen potencial de replicación en contextos similares en otros lugares.
Originalidad/valor (límite de 100 palabras)
El documento contribuye a la investigación emergente sobre modelos de negocio apropiados, desde el punto de vista cultural, en contextos de turismo indígena y valida una estrategia para superar la baja demanda. Ofrece un modelo que por un lado, facilita al turista una experiencia sostenible permitiendo la coproducción, mientras que para los anfitriones, fomenta la resiliencia comunitaria, el aprendizaje intergeneracional y mejora los medios de ganarse la vida. El caso resalta las oportunidades para una mayor investigación sobre la interrelación, las dependencias y los límites entre la ecuación de beneficios sociales y económicos, particularmente en el contexto de la economía de preservación cultural.
Turismo indígena, creación de valor, coproducción, economía de preservación cultural, empresa social, región de kimberley
Tipo de papel
Trabajo de investigación
Ensuring an excellent visitor experience and meeting customer expectations is a key goal for most tourism businesses and of primary concern to government industry…
Ensuring an excellent visitor experience and meeting customer expectations is a key goal for most tourism businesses and of primary concern to government industry organisations. The Better Business Tourism Accreditation Program, underpinning a broad tourism accreditation initiative, has been implemented in Victoria across a range of tourism sectors. The program provides business management and operational guidelines for tourism businesses. Winery tourism, the process of visiting a Winery and the associated cellar door experience, is now acknowledged as an important part of regional tourism in Victoria. To assist in establishing benchmarks for cellar door operations the Victorian Wineries Tourism Council, in consultation with the industry, has developed Cellar Door sector guidelines. The program assists winery operators to identify and document cellar door operational procedures that contribute to the visitor experience. This article discusses the development of the Better Business Tourism Accreditation Program and Cellar Door sector guidelines, and feedback gained from a series of industry workshops. These workshops addressed concerns raised by participants and provided them with support in completing the accreditation program. A self‐complete questionnaire was administered at the workshops that sought to identify participant views on cellar door activity, the importance of tourism and accreditation. The results suggest that accreditation can provide a useful means of identifying and implementing business and operational practices that will improve the cellar door experience for visitors.
This chapter aims to present and analyse the phenomenon of ‘sharing economy’ or ‘collaborative consumption’ in relation to tourism entrepreneurship. It presents and highlights the factors contributing to the growth of sharing economy and its business models, as well as strategically analyse related opportunities, challenges, concerns and threats in the field of tourism entrepreneurship.
Literature review was conducted on conceptual issues and main aspects of sharing economy, combined with examples and case studies within the tourism business environment.
This chapter highlights the fact that tourism businesses face new developments, trends and changes in tourist consumer behaviour and travel technology. It shows that sharing economy is on the rise, already affecting all segments of tourism industry, offering significant opportunities, as well as challenges and threats.
This chapter is explorative in nature because the discussed is based on a literature review.
The sharing economy/collaborative consumption is transforming the way people access goods and services changing all elements of trip planning. This is of great significance to the tourism industry, considering the business opportunities in all segments of related businesses. It is suggested that tourism entrepreneurs – existing, new and prospective – should elaborate the suitable strategies to address the new challenges.
It analyses main issues and aspects of the sharing economy within the tourism context. This analysis contributes to an improved knowledge and understanding that are very useful to all existing and prospective tourism providers.
Nepal’s rich cultural and natural heritage – the basis of a flourishing tourism industry that contributes 8% to the country’s GDP – suffered heavily during the Gorkha…
Nepal’s rich cultural and natural heritage – the basis of a flourishing tourism industry that contributes 8% to the country’s GDP – suffered heavily during the Gorkha earthquake that shook the country in April 2015. Recovery was challenged by a political-economic crisis that hampered mobility and delayed access to resources. Given the economic importance of tourism to Nepal, a revival of this industry was considered vital by public authorities and private sector representatives. This chapter discusses the response mechanisms of the tourism industry in Kathmandu to two sequential, overlapping stressors that brought challenges to the business sector beyond the usual. Interviews with hotel managers and owners, tour operators and trekking company owners have revealed that coping strategies varied from business-as-usual to completely new paths. To what extent do multiple disruptive events challenge a tourism industry to diverge from established paths of economic development? How did Nepal revive its tourism industry? In-depth interviews with tourism industry stakeholders brought forth evidence of unusual collaborative action towards a quick restoration of tourist arrivals and a positive image of the destination. Furthermore, a handful of companies have shifted their entire business strategy.