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A number of scholars have discussed the role of perceived risk as a significant factor in destination selection. In response to these concerns and in an effort to increase their competitiveness, a number of countries have introduced tourism quality schemes (TQSs) as a mechanism to build tourist confidence in the destination and the products and experiences that it offers and in so doing reduce the level of consumer risk. Existing TQSs run by national or regional governments vary greatly in terms of scope, assessment criteria and procedures and have received little attention by academic researchers. Indeed, in an era of increasing use of user-generated content, TQSs may become increasingly irrelevant. This paper examines Hong Kong’s Quality tourism Services (QTS) scheme and identifies a number of weaknesses that need to be addressed if the scheme is to be viewed as an effective tool to build consumer confidence. The findings are based on a survey of the views of QTS scheme members and tourists departing Hong Kong.

Indicates that it is 14 years since the Beavis Consultative Committee recommended that the matter of hotel registration and its effectiveness be reviewed within three to five years. Presents definitions of registration, classification and grading together with a recent historical perspective of the developments of statutory registration in the United Kingdom. Examines the reasons for statutory registration and describes existing UK compulsory schemes outside the mainland. Contrasts the lack of progress in the UK, and the degree to which price and tariff controls are in operation, with schemes in the European Community. A brief literature review presents the support for statutory registration and classification. Re‐examines the eight conclusions of the Beavis Consultative Committee. Concludes that it may be pertinent to review the position of statutory hotel registration, classification and grading.

While the need to respond to the wide-ranging challenges posed by climate change has been widely emphasized, there is still a relative lack of attention being given to the type, scale, and nature of responses that are taking place in different economic sectors and parts of the world. This chapter provides a review of the tourism-related responses to the implications of climate change in the context of New Zealand. This is a country where tourism is a very important sector of the economy that depends heavily on the credibility of its green and unspoilt destination image. However, due to its relative isolation in the South Pacific, New Zealand requires most international tourists to travel long distances, which results in considerable greenhouse gas emissions. The chapter outlines the private and public sectors' responses to these challenges with particular attention to their collaboration.

States that the development of classification and grading schemes for hotels and other accommodation in the UK is an important activity which affects customers and practitioners alike. In the light of evidence of a low take‐up of the English Tourist Board (ETB) Crown Classification system, reviews some of the major issues in developing an effective hotel classification system and reports feedback from the perspective of properties of bed and breakfast operations.

This study aims to examine the process of tourism gentrification from China tourists, a major source market, in two neighbourhoods in Hong Kong: one that has been long exposed to tourism and one that is just being discovered by tourists. Through a series of in-depth interviews with local residents and community leaders, complemented by non-participant observation, the paper tracks the commercial, social and cultural changes that have occurred or are occurring in these two places.

This study evaluates the process of place change through tourism gentrification in two neighbourhoods in Hong Kong that are at different stages of the process. An ontological approach is adopted using an interpretivist paradigm involving in-depth interviews and on-site observations, supplemented by secondary data. These data were complemented by non-participant observation.

Both the places have been transformed due to the influx of mainland Chinese tourists. Some impacts felt by both communities have much in common, such as congestion and shop dislocation, while others are more location specific. Even though the degree of tourism gentrification is different, locals from both locations tend to hold negative perceptions towards tourists, although of different strengths. All have also noted the traditional social cohesion is not as strong as before.

The paper argues that tourism gentrification exists on a continuum as neighbourhoods move seemingly inextricably from local-centric nodes to tourist-centric nodes. Apart from enlightening the theory of tourism gentrification, it provides insights to the local leaders on proper tourism development by balancing the social and economic benefits.

The purpose of this paper is to report the findings of an exploratory research paper undertaken in Auckland, New Zealand which focused on the Approved Destination Status (ADS) inbound tour operators’ understanding of the Chinese market and their strategies for developing Auckland as a sustainable destination.

Semi-structured interviews were conducted with ten managers out of the 25 registered ADS inbound tour operators. The qualitative responses were coded and analysed using pattern identification and categorisation of emergent themes.

The findings profile New Zealand ADS inbound operators, summarise their knowledge of the Chinese market in terms of visitor expectations and characteristics, present the operator’s perceptions of Qualmark quality accreditation scheme and ADS Code of Conduct, and demonstrate the quality management initiatives they have developed in addition to addressing the issues within the Chinese market operation.

The study provides implications for destination marketers and tour operators in terms of the sustainable operation of the growing Chinese market.

The aim of this paper is to identify reasons for current quality problems in tourism and possible ways of enhancing tourism quality. To attain this goal, recent initiatives directed at quality improvement in tourism are first presented. Primary and secondary data have been utilised to achieve this. Systems theory is utilised in order to recognise the reasons for current quality problems. Evaluation of quality management processes is based on Dale and Plunkett’s model of levels in the evolution of quality management. The SERVQUAL model and the benchmarking technique are critically evaluated. The existence and inability of closing the tourism quality perception gap and the tourism quality control gap have been identified as chief causes of private sector tourism quality systems ineffectiveness. Three conditions of tourism quality enhancement have been formulated and a new tourism quality system that complies with these requirements has been proposed. A need for establishing a Total Quality Tourism Consortium as a formal body is emphasised.

Examines a definition of hotels and the number of hotels in the countries of the UK. Indicates by country the proportions of hotel stock represented by the major grading schemes and guides. Analyses the schemes by number and quality of grade where appropriate, and each category by its share of the country′s hotel stock. Explains the difficulties of comparison between grades of different schemes, concluding that a percentage share of grades should be employed. Indicates with equivalence tables percentage shares of quality grades for the major comparable schemes. Concludes that although the numerical comparisons can be criticized because of minor differences in the schemes, a foundation is provided for more meaningful comparisons than has previously existed.

Examines the development of the hotel grading scheme for the island of Jersey. A brief history of Jersey hotel grading leads to the need for a new scheme and why an independent route was taken rather than joining the mainland Tourist Board′s Crown scheme. An outline of the development and form of the new scheme is provided along with an explanation of its operation. The idiosyncrasies of operating an island hotel scheme are examined, indicating the need for an individual approach to the solving of hotel registration and grading difficulties.