The New Zealand hotel industry: the role of image as a medium influencing company's competitiveness and customer loyalty towards brand.This thesis evolves around image and its significance while developing customers' loyalty and increasing company's competitiveness in a highly competitive market. The topic is studied in-depth from the organisational perspective and delves into the differing motivations of hotel operators towards shaping favourable image as well as examining how the hotel's image affects customer loyalty and helps the company to increase its competitiveness. Finally, it analyses and compares which public relations tools are the most effective in the process of image creation and developing customer loyalty. From this perspective image becomes a central issue impacting company's future growth, performance and finally success.The research was conducted on the Auckland international hotel chains. Auckland hosts numerous conferences and events that drives demand for accommodation and in a way, creates a conducive environment to hotel operators for future expansion. Thus, hotels compete strongly with one another constantly looking for a competitive advantage by growing their customer base. My thesis outlines the hotels' management efforts and analyses their strategies in the context of changing customers' demands and market trends.With respect to methodological issues, my thesis is based on a qualitative approach and follows an interpretivist paradigm. The research background has been delineated as have been my respondents' profile to provide additional information about the organisation they represent. The research findings described at the end of this thesis document how important image is for a modern hotel and what initiatives should be followed to ensure success.Image and loyalty are closely interrelated as positive image affects customers' loyalty. In order to achieve a balance between sustaining a competitive advantage and increasing loyal customer base a number of managerial implications have been discovered. Detailed analysis of these findings may help the companies to establish a more favourable position in the global market and create mutually beneficial relationships which further help the organisation to grow.Having aimed at exploring the importance of image as a medium that affects company's competitiveness and customers' loyalty towards brand, this study has provided some useful indications for hotel companies as to what should be undertaken to gain loyal customers and improve company's performance on the market.

The Chinese tourists market has become the 4th largest inbound market for New Zealand in 2007; it also ranks 6th in terms of expenditure. Chinese visitors spent a total of NZ $352 million to the year December 2006, an average of NZ $3,340 per person (Ministry of Tourism, 2006). The latest statistics released from New Zealand Tourism Research Council show that 122,045 Chinese visited New Zealand by the year ended January 2008. These crucial statistics – market size, length of stay and average spend – indicate the necessity for the New Zealand tourism industry to understand and provide for Chinese expectations and requirements. Auckland is New Zealand's key gateway, and it is vital that Auckland provides a first good impression for the rest of country. Chinese travellers visit New Zealand with great desire and expectations of experiencing an exotic land. They expect Auckland, as the biggest city in New Zealand, to provide them with a memorable city experience in a developed country. The purpose of this research is to study Chinese tourists' expectations and travel experiences, with a particular focus on investigating whether Auckland can provide suitable services and experiences which match their requirements and expectations. The research will build on the study by Bull (1991) and Ryan (1995), which looked at supply demand relationships and at the tourism industry attempts to balance the supply with the actual demands. It will also build on work by Zhao (2006) and Qu (2006) which explored the dimensions of Chinese demand and distribution channel factors at both origin and destination. The goal is to establish which factors are adequate or inadequate. A synthesis of the demand supply situation will enable the development of recommendations. It is envisage that these recommendations could be adopted by local government and the tourism industry, either as actions or as improvements to policy. With regards to the purpose of this research, a qualitative method was decided as the most relevant approach. Qualitative methods are useful for revealing and understanding what lies are behind any phenomenon about which little is known. Grounded theory is a qualitative research method that was developed for the purpose of studying a social phenomenon, and to generate a theory relating to a particular situation (Strauss & Corbin, 1994). The historical bases of the grounded theory approach matches the aim of this research, namely to reveal the relationships between tourists and the tourism industry and to gain a better understanding of Chinese tourists' expectation and satisfaction, and the level of the service which the Auckland tourism industry provides to Chinese travellers needs to match the Chinese market and requirements of travellers. The interviews were conducted with both Chinese travellers and the Auckland tourism industry, including hotel managers, restaurant managers, gift/souvenirs shop assistants, tour guides, and so on. The research shows Auckland is not ready for Chinese market yet. This result comes from three aspects: firstly, most Chinese tourists do not have clear requirements or expectations of Auckland before they come to New Zealand. This is mainly because of the limited promotional materials available in China about Auckland. Secondly, Chinese tourists do not have many opportunities to get to know Auckland's attractions and activities after they arrive in Auckland. Auckland city is New Zealand's most popular urban tourism destination in terms of population and gateway function provides tourism facilities and services to Chinese tourists. However, the findings highlighted most Chinese tourists found Auckland's tourism attractions to be unattractive to them due to the language barrier and itinerary issues. Thirdly, the research also found Chinese tourists have been driven away due to lack of hotel accommodations in Auckland, especially in the shoulder or high seasons. Auckland's accommodation facilities are facing a challenge. The increasing domestic and international visitors' numbers and insufficient hotel accommodations will be the major problem for Auckland for the next decade. Most of the Chinese tourists who were interviewed expressed their hope of knowing more about Auckland, however, these hopes will go unrealised until the city provides better attractions and more services for them.

This dissertation is an account of an internship in painting conservation undertaken at the Auckland City Art Gallery during the period January to August 1983. It has been divided into three parts with six associated appendices. Part one discusses the functions and facilities of the Conservation Department. The functions being classed into two main categories, that concerned with the Auckland City Art Gallery and that concerned with National Conservation. The facilities of the Department are not only the equipment and materials of the Conservation studios but the equipment and design around the Gallery that facilitate the task of the conservators whether it be through treatment or by preventative means. Part two covers the programme of work carried out. As indicated in Part one, the conservation department has many other functions apart from the treatment of works of art, and as a member of the department during my internship, I was involved in a number of these which are discussed in this section. This includes packing, meetings and visits to other institutions. Part three deals with the conservation treatments carried out. Section one summarizes the methods and materials used, section two lists the works treated in the order that they were begun, and section three covers the condition and treatment reports for each work. Finally, six appendices have been included which augment information in the text such as a description of the present renovations to the Auckland City Art Gallery and a brief history of conservation in New Zealand.

My novel, ‘Sam and Susana’ is set in Auckland in 1968. The story centres on the developing relationship between two students: Sam, a 21 year old from a middle class palagi family, and Susana, a Samoan girl from Otara. When they meet Sam is cynical about university, dedicated to sports and to his drinking companions, but unresolved in almost all other areas of his life. He desperately wants to free himself from the well-to-do St Heliers home where he still lives with his parents, and move out into the world with a more secure set of values and ambitions. He has liberal ideas, bordering at times on Socialist, fuelled by the political events of the day, but not yet translated into any actions. Susana is overflowing with enthusiasm and sees being at University as a privilege. She is very uncertain about academia, but has a strong set of attitudes about everything else, especially the value of family, religion and morality. She is deeply conscious of her extended family’s pride and expectations. Their romance does not progress smoothly. For both of them, their relationship, together with the radical examination of values and attitudes arising from the political and social upheavals of 1968, demands large, uncomfortable challenges and changes to enter their lives.

The Chinese tourists market has become the 4th largest inbound market for New Zealand in 2007; it also ranks 6th in terms of expenditure. Chinese visitors spent a total of NZ $352 million to the year December 2006, an average of NZ $3,340 per person (Ministry of Tourism, 2006). The latest statistics released from New Zealand Tourism Research Council show that 122,045 Chinese visited New Zealand by the year ended January 2008. These crucial statistics – market size, length of stay and average spend – indicate the necessity for the New Zealand tourism industry to understand and provide for Chinese expectations and requirements. Auckland is New Zealand's key gateway, and it is vital that Auckland provides a first good impression for the rest of country. Chinese travellers visit New Zealand with great desire and expectations of experiencing an exotic land. They expect Auckland, as the biggest city in New Zealand, to provide them with a memorable city experience in a developed country. The purpose of this research is to study Chinese tourists' expectations and travel experiences, with a particular focus on investigating whether Auckland can provide suitable services and experiences which match their requirements and expectations. The research will build on the study by Bull (1991) and Ryan (1995), which looked at supply demand relationships and at the tourism industry attempts to balance the supply with the actual demands. It will also build on work by Zhao (2006) and Qu (2006) which explored the dimensions of Chinese demand and distribution channel factors at both origin and destination. The goal is to establish which factors are adequate or inadequate. A synthesis of the demand supply situation will enable the development of recommendations. It is envisage that these recommendations could be adopted by local government and the tourism industry, either as actions or as improvements to policy. With regards to the purpose of this research, a qualitative method was decided as the most relevant approach. Qualitative methods are useful for revealing and understanding what lies are behind any phenomenon about which little is known. Grounded theory is a qualitative research method that was developed for the purpose of studying a social phenomenon, and to generate a theory relating to a particular situation (Strauss & Corbin, 1994). The historical bases of the grounded theory approach matches the aim of this research, namely to reveal the relationships between tourists and the tourism industry and to gain a better understanding of Chinese tourists' expectation and satisfaction, and the level of the service which the Auckland tourism industry provides to Chinese travellers needs to match the Chinese market and requirements of travellers. The interviews were conducted with both Chinese travellers and the Auckland tourism industry, including hotel managers, restaurant managers, gift/souvenirs shop assistants, tour guides, and so on. The research shows Auckland is not ready for Chinese market yet. This result comes from three aspects: firstly, most Chinese tourists do not have clear requirements or expectations of Auckland before they come to New Zealand. This is mainly because of the limited promotional materials available in China about Auckland. Secondly, Chinese tourists do not have many opportunities to get to know Auckland's attractions and activities after they arrive in Auckland. Auckland city is New Zealand's most popular urban tourism destination in terms of population and gateway function provides tourism facilities and services to Chinese tourists. However, the findings highlighted most Chinese tourists found Auckland's tourism attractions to be unattractive to them due to the language barrier and itinerary issues. Thirdly, the research also found Chinese tourists have been driven away due to lack of hotel accommodations in Auckland, especially in the shoulder or high seasons. Auckland's accommodation facilities are facing a challenge. The increasing domestic and international visitors' numbers and insufficient hotel accommodations will be the major problem for Auckland for the next decade. Most of the Chinese tourists who were interviewed expressed their hope of knowing more about Auckland, however, these hopes will go unrealised until the city provides better attractions and more services for them.

My novel, ‘Sam and Susana’ is set in Auckland in 1968. The story centres on the developing relationship between two students: Sam, a 21 year old from a middle class palagi family, and Susana, a Samoan girl from Otara. When they meet Sam is cynical about university, dedicated to sports and to his drinking companions, but unresolved in almost all other areas of his life. He desperately wants to free himself from the well-to-do St Heliers home where he still lives with his parents, and move out into the world with a more secure set of values and ambitions. He has liberal ideas, bordering at times on Socialist, fuelled by the political events of the day, but not yet translated into any actions. Susana is overflowing with enthusiasm and sees being at University as a privilege. She is very uncertain about academia, but has a strong set of attitudes about everything else, especially the value of family, religion and morality. She is deeply conscious of her extended family’s pride and expectations. Their romance does not progress smoothly. For both of them, their relationship, together with the radical examination of values and attitudes arising from the political and social upheavals of 1968, demands large, uncomfortable challenges and changes to enter their lives.

Thesis (MA&D) -- AUT University, 2008. / Includes bibliographical references. Also held in print (145 leaves : ill. ; 30 cm.) in the Archive at the City Campus (T 779.092 XIE)

Thesis (M.Ed.)--Unitec New Zealand, 2008. / Includes bibliographical references (leaves 77-85).

Dissertation (BCS (Hons)--Communication Studies) -- AUT University, 2007. / Includes bibliographical references. Also held in print (iii, 53 leaves ; 30 cm.) in City Campus Theses Collection (T 069 STU)

Public policy is an ever changing field with practitioners struggling to find the best ways to develop and implement their policies. Auckland City Council's Community Services and Recreation Department is no different. Faced with a rapidly expanding and diverse population, which is also increasingly sedentary and unhealthy, the department wished to explore an approach which would encapsulate and help to solve the issues that they are facing (McDermott, 2009; Rowe, 2008; Royal Commission on Auckland Governance, 2009). A human rights-based approach to public policy development was identified as being part of the answer to Auckland City Council's active recreation challenges. Auckland University of Technology's Institute of Public Policy were contracted to undertake research into this public policy approach, that is increasingly used internationally. Could this be implemented in New Zealand? It is acknowledged that a human rights-based approach to public policy development and implementation can help to promote accountability, empowers and it also involves people in the decision making process and ensures that individuals are not discriminated against (Department of Health, 2007). While a human rights-based approach ensures that international obligations are adhered to, the flow-on effect of implementing a human rights-based approach includes having community "buy-in" to a project or proposal, by making public policy more "person centred" (Department of Health, 2007). Key informant interviews were undertaken in 2009; these highlighted how human rights approaches are currently being implemented in New Zealand, although not necessarily in a methodical or consistent manner. Document analysis was also conducted on key policy documents within New Zealand and the United Kingdom using discourse analysis and a human rights lens. In conclusion it was found that the implementation of a human rights-based approach in Auckland City would help to address the issues presented, such as population changes and inactivity and also help to increase participation amongst non-participants. SPARC's focus has moved towards organised sport, children and youth participation and on elite athletes. Local authorities in New Zealand need to act to ensure that the mental, social, health and economic well-being of their communities is preserved and enhanced through active recreation. Taking a human rights-based approach to active recreation policy development would contribute towards achieving these outcomes.