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This study utilises a case study approach to explore how local tourism providers in the Shire of Collie, Western Australia (Collie), a coal-mining region, use social media to promote the providers' businesses and the destination.

Semi-structured interviews with 11 local, small business tourism providers were conducted. These interviews explored the use of social media from local tourism providers' perspectives.

The findings show that local tourism providers in Collie recognise the benefits of using social media for promotion, although there are some barriers when using social media. Barriers included insufficient time, difficulty in measuring the impact of social media and a lack of knowledge on how to use social media effectively. Participant benefits included reaching a wider audience and a “younger” demographic.

As a small regional destination case study, a limited number of tourism businesses were included in the study. Therefore, this study utilised Dickman's 5 A's of a successful tourism destination to encapsulate a robust representation of tourism businesses.  

This study details the experiences of local tourism providers in a rural destination, providing insight into using social media to market a rural tourist destination. The study provides a methodology for application to other rural tourist destinations, particularly emerging tourism destinations, in order to understand how local tourism providers use social media.

This study provides insights on local tourism providers' perspectives by detailing their experiences in a town and region transforming their tourism offering. The introduction of small-scale renewable energy sees mining communities' economic landscape changing. Further, opportunities for employment within the coal mining sector are declining and there is a need to develop new industry to support the economy. Tourism is an integral part of this transition in Collie. This study offers insights into how local tourism providers are adapting and utilising social media to promote the town's newly established tourism offerings.

This paper aims to measure the intention to use digital marketing strategies to enhance the performance of tourism business as well as the extent of digital renovation applications in tourism for sustainable business in a new normal era.

This paper is an insight from the existing relevant literature on the tourism business from time immemorial. The conceptual framework of this study is designed based on previous studies of digital marketing practices for tourism businesses. Furthermore, data were collected from 270 respondents, of which the valid response rate is 72.97%. Partial least square (PLS)-structural equation modeling (SEM) is used to validate the conceptual framework and hypotheses testing.

Among the nine hypotheses path, seven were supported. This study result shows that perceived usefulness, perceived ease of use, social media marketing and tourism business performance are critical factors for adopting digital marketing in tourism. Thus, tourism service providers' intention has a positive impact to meet the expectation of tourists and adoption of digital marketing.

The study's results will assist tourism researchers and service providers in understanding an authentic relationship between digital practices of tourism business and tourist satisfaction. In addition, the legacy of tourism business through digital marketing empowers the owner and community.

The study is the first to explore the relationship between tourism business performance and digital marketing during the new normal era for the empowerment of local community and expanded business in tourism sector.

The main purpose of this paper is to explore the impact of digital technologies on the promotion of tourist offer from the perspective of family businesses. The paper tries to provide a better understanding of the factors that determine the use of digital technologies in the family tourism business, both in the modern digital world and in times of uncertainty and crisis caused by the COVID-19 pandemic.

The survey method was used in the realization of the research. Data were collected using a stratified random sample of 86 tourism providers in Montenegro and analyzed by using SEM models, logistic regression and descriptive statistics.

The results showed that the demographic characteristics of the respondents were the least important factors in the analysis; while factors that significantly affected the use of digital technologies in Montenegrin tourism included the nature of future tourism trends perceived by respondents, crisis and uncertainty caused by the COVID-19 pandemic, participants’ perceptions, attitudes and understanding of the specificities of digital technologies and benefits they offer to tourists, perceived from the perspective of the family business representative. Furthermore, the results of logistic regression revealed that pandemic had stronger consequences on micro and small enterprises, compared to those imposed on medium-sized firms. These impacts relate to changes in organization and redesign of workflows, altered communication from traditional to digital and increased importance of business innovations. On the other hand, the increased significance of integration of marketing channels for multiple target segments, as a consequence of the COVID-19 pandemic, was stronger pronounced in medium-sized businesses compared to micro and small ones.

The results obtained may serve the holders of the tourist offer, managers and decision-makers when making decisions on the imposition of digital technologies in tourism, in order to secure global reach business, multi-channel tourist interaction, cost-saving and being ahead of competitors. This enables an integrated analysis that forms the basis for further creation of tourism and marketing policies at the individual and collective level to attract tourists and strengthen Montenegro’s competitiveness as a destination.

This paper aims to provide a framework to guide tourism and hospitality businesses, tourism organizations and their communities to collaboratively develop a proactive, capabilities-based continuity plan for disaster or crisis. The framework provided incorporates the existing research and existing business continuity standards to provide actionable steps building community resilience and disaster preparedness. This plan offers the stakeholders a roadmap to adapt when faced with disaster and persist in the pursuit of a strong tourism and hospitality industry.

A summary of the key literature is presented alongside international guidance for developing business continuity plans. Incorporating the literature and business continuity standards, this framework offers actionable steps that stakeholders can take to develop preparedness plans for their business, organization and/or community that support disaster resilience for the tourism and hospitality industry.

The majority of tourism and hospitality businesses are micro-, small- and medium-sized businesses that often lack the capabilities and resources to dedicate to disaster preparedness planning. The available research offers important and meaningful data, yet also finds that businesses fail to plan. The available literature that guides tourism and hospitality businesses to move to action in preparing for disaster is sparse.

This paper brings together theoretical research literature with existing business continuity best practices to create a new framework specifically designed for the tourism and hospitality industry. The result is a practical roadmap to guide stakeholders to build community resilience that benefits tourism and hospitality businesses, tourism organizations and the wider community to build resilience, shorten recovery times and sustain a strong industry/community despite disaster. It will be of value to practitioners, researchers, policymakers and other stakeholders involved in the travel and tourism industry.

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.

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 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.

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.

The purpose of this study is to construct a comprehensive review on family businesses in the tourism industry since glocalization and small businesses comprise most of the industry.

This is a conceptual paper which utilizes qualitative research methods. Bibliometric analysis is applied to the selected 35 articles from specific databases which include not only the general tourism industry but also subsectors of airline, hospitality, restaurant, etc. Articles in this study fixate on the family businesses within the tourism industry.

In total, 35 articles are found with the keywords “family business and tourism”, “family business and hospitality and hotels”, “family business and restaurant” and “family business and airline”. Though the family business studies focus on hospitality, tourism and restaurants as F&B, there is a research gap in the subsectors like rent-a-car companies, travel agencies and tour operators and recreation facilities. Overall qualitative research design is preferred, but majority of the authors’ focus is on business development, profit, performance and succession. For further studies, quantitative analysis on research gap areas are recommended.

The most general limitation is that only specific selected databases are used for the data gathering process such as double reviewed indexed journals published within Web of Science, Emerald, Elton B. Stephens Company (EBSCO) and Elsevier databases from the period of 1970s. Some other databases and some different periods may be considered as well as different keywords for other research. Secondly, few studies have analyzed quantitative data, since the specific nature of the family business dynamics require qualitative data. As a suggestion, not only qualitative analysis but also mixed methods may also be studied since the literature lacks the studies conducted with these methodologies.

The study contributes to the existing literature by providing a comprehensive review on hospitality and tourism family business management emphasizing the research gap on subsector application areas.

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.

旅游服务文化：澳大利亚原住民旅游商业模式的演变

本文追踪了以社会及社区企业为主的偏远地区的创新原住民旅游商业模式的演变。具

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。

土著旅游的性质反映了定性案例研究方法的局限性。

本研究中的商业模型为通过旅游业实现文化和社会目标提供了一种适当情景下的结构。通过与成熟的非土著旅游产品建立联系, 目的地缓解了针对土著旅游体验的低市场需求风险。同时本文之方案还为其独立旅游产品开发提供了可能。

此商业模式的社会效益很高, 并且有可能在其他类似情况的地方进行复制。

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

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.

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.

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.

La naturaleza contextual del turismo indígena refleja las limitaciones de la metodología de estudio de caso cualitativa.

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.

Los beneficios sociales son altos y tienen potencial de replicación en contextos similares en otros lugares.

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

Trabajo de investigación