Spring & Fall 2011

  • "Dmo Governance - Reflections from a Former Marketing Team" Steven Pike, Trish May & Robyn Bolton
  • Abstract: The paper provides an academic/practitioner collaborative reflection on the governance structure of a prominent New Zealand regional tourism organisation (RTO). The purpose is to address one of the neglected areas of tourism governance research; which is ‘Who’ governs the destination? The paper discusses the evolution of a public-private governance structure from the perspective of three former senior staff members. The authors were employed during a period of radical organisational change in the administration of the marketing of Rotorua, one of New Zealand’s leading resort destinations. The paper uses archival analysis and personal reflections, and concludes with a summary of key challenges and frustrations inherent in the complexity of public-private partnership (PPP) governance of an RTO. It is envisaged this summary of reflections will enhance tourism management students’ understanding of the complex and political nature of destination marketing organisation (DMO) governance at a local level.


    Key words: DMO governance,tourism politics, regional tourism organisation, local government, public-private partnership, Rotorua, New Zealand

  • "Motivations for Visiting Hotel Websites: Chinese versus International Consumers" Shanshan Qi, Rob Law, Catherine Cheung & Dimitrios Buhalis
  • Abstract: The online travel industry has attracted great interest from academics and practitioners, with the hospitality industry being identified as one of the most popular research topics in the field. Many researchers have evaluated websites and considered ways of improving their quality. However, limited research has considered the cultural aspect of a website’s performance. Chinese consumers, in particular, have not received sufficient attention, and most published articles are focused on the Western context. This study uses­ qualitative methods to investigate the perceptions of Chinese users’ on hotel websites, and to identify their requirements for using those websites. Chinese consumers require six unique factors: employment/internal staff list with photos, message board/bulletin board service, one-to-one online services, celebrity stays recorded, unique design of the website’s logo, and a Chinese version of a hotel website. The perceptions and requirements of international users were also considered and compared to those of their Chinese counterparts. The findings also revealed differences in preferences between Chinese and international website users.


    Key words: Hotel website, China, Chinese consumer, Perceptions, Motivation

  • "Interpretation Strategies Used by Jordanian Tourist Guides to Handle Cultural Specificity in Tourism Material" Lutfi Abulhaija, Khalid Magablih & Mona Abu Saleh
  • Abstract: This study examines the translation strategies adopted by Jordanian tourist guides to overcome cultural obstacles in interpreting culture-specific terms into English during tourist trips. Data were collected through joining eleven guided group tours in Jordan and recording tourist guides' interpretation of culture-bound terms to English speaking Western tourists. The cultural material was classified into four categories: customs and traditions, food and drinks, costumes and miscellaneous. The results show that the strategies used by guides to overcome cultural obstacles are the following: Transliteration, paraphrasing, expansion, providing cultural equivalent, neutralization, literal translation, reduction and recognized translation. The study connects such strategies with the main goal of tourist guides to provide tourists with loads of information about local culture using as many strategies as possible. The study recommends establishing a uniformed list of cultural terms and their meanings to guarantee a quality interpretation on the part of tourist guides in an attempt to enhance the role of culture in promoting the image of Jordan as a tourist destination.


    Key words: Jordan, Tourist Guide, strategy, Translation, Interpretation, Culture, and Tourism.

  • "Developing a Computational Tool for the Hospitality Industry" Tzu-Ching Lin
  • Abstract: The importance of databases has been increasing in the hospitality industry and data mining, as one of effective computational tools, is introduced to facilitate what its industry’s needs due to its benefit for managing large and complex buyer behavior in customer databases. Nowadays, hospitality industry is encouraged to adopt Customer relationship management (CRM) to maintain relationship with their targeted customers. This study aimed to understand and explore the application of data mining in CRM in Taiwanese hospitality industry because this business sector is highly competitive market in recent years. A semi-structured and face-to-face interview method was used in order to explore the perceptions of Marketing Director or Service Director. The findings showed that the data mining technology was essential for the development of long-term relationships with customers in the hospitality industry. It also suggested a proposed data mining process for small and medium sized hotels.


    Key words: Data mining, Customer Relationship Management, Hospitality

  • "The Relationship Between Foreign Exchange Risk and Financial Performance: Findings from Five Star Hotels" Mehmet Akif Oncu, Muammer Mesci, Zeynep Mesci & Harun Ozturk
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  • "Integration of Economic Value Added and Activitiy Based Costing Systems as a Cost and Performance Management Tool in Hotel Companies" (TR) Levent Koşan & Erdinç Karadeniz
  • Abstract: Activity Based Costing (ABC) is a system aimed at providing effective cost information. However, the cost of capital is ignored. Economic Value Added (EVA) is a system that calculates the value of the firm considering the cost of capital in mind. Integration of these two systems provides significant benefits to the top management about effective decision-making in terms of cost and performance management. The purpose of this study is explaining the integration process of ABC and EVA systems in hotels as a costing and performance management tool and the benefits that will provide. In this context, the integration process is tried to show with the seven-stage in an example hotel was developed as a hypothetical. In addition, because of the integration process, offers suggestions about how to use the findings in management decisions. As a result of the study only ABC system is applied to groups of customers that are profitable for the hotel business differentiate for the customer groups that creates value as a result of the implementation with the ABC and EVA systems is determined.


    Key words: Economic Value Added, Activity Based Costing, Cost of Capital, Performance Management, Hotel Companies.

  • "Role of Internet Demand as a Source of Information in Consumer Decision Making: Suggestions for Hotel" (Research Note-TR) Aslı Albayrak
  • Abstract: At the present day, all types of business which producing good and services use information technology and especially internet effectively based on modern marketing. Thereby, business achieve own purpose easily, at the same time they enable to customer for knowledgeable about good end services. Customer can know well manufacturing firms, compare product and ıt’s price and they can learn other customers experiences about good or services by courtesy of internet. With the internet server, users can access to any website, they can attainment highly information, they can control decision making process with these information by own self and they can add value to leisuretime. This study aims to state of role of internet demand as source of information from consumer decision making process information sources, determine internet role for holiday decision making and advance a proposal to hotels for order their web site particualy correspond consumer request and expectation from internet source. At the end of the study for the customers perceive internet source easy, chip and quick and they can find which information they need. They think that these information comprise everything but at the same time these information don’t objective and current, they don’t implicit confidence. They think that these information are tangible and wrong and they need to check these information from travel agencies or hotels


    Key words: Otel, Holiday Decision Making, Marketing, Information Sources, Internet

  • "Human Ressources in the Area of Wellness Tourism and Proposals for Turkish Wellness Industr" (Commentary-TR) Mehmet Han Ergüven
  • Abstract: Wellness is a bundle of products and services which are offered from person to person. In the wellness sector, human ressources and tourism play a central role. The infrastructure and the equipment of a facility can simply be copied. The development of a corporate identity, however, will be specific for each company. The education and training given to the staff will directly influence the product and service quality. Where wellness is offered as well as experienced, a sustainable profit is guaranteed. This paper deals with human resources in the field of wellness tourism in Germany and offers proposals for the Turkish wellness tourism sector.


    Key words: Wellness tourism, human ressources, sustainability.

  • "Quality -Satisfaction and Behavioural Intention in Cosmopolis Cross-Cultural Festival" Papadopoulos K. Dimitrios & Dimitriadis D. Efstathios
  • Abstract: The intercultural festival Cosmopolis is organized at Kavala town (Greece) the last 8 years. It is estimated that 70 thousands people visit it every year. Lee, PetrickκαιCrompton (2007) suggest that the organizers of festivals must increase the quality in order to earn mach more visitors. The aim of this research was the creation of a valid and reliable instrument to measure the quality of festival Cosmopolis. Additionally, was evaluated the quality of festival Cosmopolis and was examined the relation among perceived quality, total satisfaction and behavioral intension. Ιn order to achieve the aims of this study, an empirical research with the use of structured questionnaire was performed. The final sample size consists of 326 visitors of festival Cosmopolis. The results show the overcoming of expectation of visitor in the quality area and height level of satisfaction and behavioral intension. Additionally, the results support that the perceived quality and total satisfaction are related with the behavioral intention.


    Key words: festival, perceived quality, satisfaction, behavioral intention.

  • "The Impact of Person-Organization Fit on Employee Attitudes in the Hospitality Industry" Mustafa Tepeci
  • Abstract: The purpose of this study is to investigate whether person-organization (P-O) fit contributes to the explanations of employee job satisfaction and intent to remain with the organization beyond that explained by perceived organizational culture and preferred culture (individual values) in the hospitality industry in Turkey. The data were collected from 174 junior and senior hospitality and tourism management students by a self-administrated survey. Factor analysis yielded a seven-factor perceived and preferred organizational culture dimensions. The proposed Attention to Detail factor did not emerge as a perceived culture dimension, and Fair Compensation factor did not emerge as a individual value dimension. The results indicate that, for job satisfaction, individual and organizational value factor dimensions explained %25 percent of the variance. Addition of the calculated P-O fit (correlation between individual and organizational value profiles, i.e., Q) into the regression equation increased the explained variance by 2%. For, intent to remain, individual and organizational characteristics explained %27.5 of the variance; adding the calculated (the sum of absolute value of the differences ,|D|, or the sum of squared differences, D2) and perceived P-O fit scores into the equation increased the explained variance further for all three measures of fit. The results advance our understanding of person-organization fit and possible applications to the industry.


    Key words: person-organization fit, job satisfaction, intent to remain, culture, values.

  • "Women’s Conceptualizations of Spa Visits: Something Just for Me" Lydia Hanks & Anna S. Mattila
  • Abstract: This study explores women’s conceptualizations of their spa visits, the meaning the spa holds for women, and their motivations to visit. Our study employs a qualitative methodology, using Grounded Theory. Individual, semi-structured interviews were conducted with 10 spa customers living in the Northeastern United States. All interviews were taped and field notes were taken. Transcripts were coded and examined for emerging themes, which were then compared to extant theory. Results of our study illuminated three key meanings that women ascribed to their spa visits: Identity Formation, Resistance Against the ‘Ethic of Caring,’ and Friendship Building. Managerial implications are discussed.


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  • "An Analysis of Conference Attendee Motivations: Case of International Conference Attendees in Singapore" Anahita Malekmohammadi, Badaruddin Mohamed & Erdogan H. Ekiz
  • Abstract: This research intends to capture the underlying motivations for the decision of conference attendees to participate in an international conference. This study also aims to investigate if motivational differences exist among attendees with different gender, age, and nationality. Data were collected through a survey, target specific information about the motivational attitudes of conference attendees. The findings revealed that there are four dimensions of conference motivations: professional and prestige, pleasure seeking, destination factors, and conference factors. The results also showed that the relationship between demographic characteristics and the motivational attitudes are statistically not significant.


    Key words: Conference attendees, Motivational factors, International conference, Singapore.

  • "Impact of Icelandic Volcano Ash on Air Travel in 2010 and Its Future Implications" Mohamed Nassar
  • Abstract: This research reports on the impact of Icelandic volcano ash upon the air travel in 2010 and its future implications. Primary research through survey questionnaires and in-depth interviews revealed that the travelers and business indeed suffered from huge financial and other losses. However, they lacked any sort of preparation like travel insurance, standby accommodation measures, etc. It was their unpreparedness that hit them even harder during this time. Scientists have predicted that future re-ignition of the ash cloud from Eyjafjallajokull and other neighboring volcanoes are expected. To avoid the same catastrophic shut down, the EasyJet Corporation has declared an effective detection device which can measure the safety limit and density of the ash cloud. Previous estimates by researchers were limited and not precise. Recommendations include the travel insurance for the passengers and attempt to stay vigilant, while the airlines can reinstate the goodwill be offering timely information and convenience to its clients. For achieving this, it’s highly prudent to stay in special liaison with the meteorological centers worldwide.


    Key words: Eyjafjallajokull, Iceland volcano, ash cloud, UK air traffic ban, ash plume 2010

  • "Can Tourism Be Considered Ethical?" (Commentary) Maximiliano Korstanje
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  • "Effects of Hotel Employees’ Uniform on Customers’ Perceptions of Employee Performance and Company Image" (Research Note) Yi-Ting Tu, Ronnie Yeh, Libby Gustin, Henry Tsai & Shih-Ming Hu
  • Abstract: The hotel uniform influences a customers’ perception of a hospitality operation. Hotel uniforms are a part of the organization’s image and an extension of hospitality service. The purpose of this study is to investigate how different styles of employee uniforms affect customers’ perceptions of a hotel’s image and employee performance. A significant relationship between styles of uniforms and customers’ perceptions of employee performance was found.


    Key words: Hotel image, employee uniform, customers’ perceptions