The purpose of this research is to examine the influence of scale and location on the multiplier values associated with tourism expenditure in each of the regions of Indonesia. Furthermore, various factors are examined that determine the economic impacts of tourism to better understand how scale of accommodation and location can be used as a conceptual framework to help comprehend the patterns and interactions across regions. These concepts may be used to reveal the complexities underlying the fundamental structures in developing countries to show to what extent development facilitates tourism, and to what extent tourism encourages development. The specific objectives of the research are as follows: 1. To examine the effects of scale of accommodation on the multiplier values within the framework of similarities and differences in the levels of development, density and accessibility in the regions. The results can be used to identify the factors that influence the economic impact of tourism. This perspective examines tourism not only as a source of demand but also the simultaneous relationship between supply and demand within the intersectoral linkages of the national-regional Indonesian economic structure. 2. To examine the locational effects on the characteristics of multiplier values associated with tourism within the core-periphery relationship of the 27 regions of Indonesia. The study analyses the different locations of these regions as tourism destinations and compares how they act as a mediating absorption force for tourism's contribution to regional development. ii 3. To determine the characteristics of the economic impact of tourism in order to aid regional development planning with a better understanding of the concept of intersectoral and interspatial systems by treating tourism in a holistic manner and putting it in a broader context. Tourism, similar to other export industries, involves intersectoral activities, which is based on the recognition that the various sectors that make up the structure of the economy are interdependent. What makes tourism a unique phenomenon compared to other consumer-production relationships is that tourists must travel to the location of the destination in order to consume its product. It is this essential characteristic of tourism that ensures that it has a simultaneous effect not only on economic but also social, environmental and cultural structures in the region concerned. However, the impacts on environment and socio-cultural matters are outside the scope of the thesis. Due to these complex realities, tourism in developing countries can not be approached only in terms of master planning or marketing, rather it is fundamentally a problem of development. The main findings of this research indicate that each region has its own regional differentiation and unique characteristics. These differences involve location or accessibility, proximity to the centres of economic activities, regional economic structures, type and characteristics of tourist activities, and spending patterns. These findings seem to confirm the combined input/output and deductive gravity principles whereby the effects of interlinkages and interspatial factors are strongly intertwined in determining multiplier values of tourism across regions. iii In brief, the less developed the regions, and the farther the accessibility from the centre, the smaller the resulting multiplier values. There is a concept of 'absorption' involved in these relationships, in that multiplier values are gradually absorbed in proportion to flow per unit of economic distance. This evidence suggests that tourism in Indonesia is strongly related not only to development disparities but also to locational constraints. It is hoped that these findings, which offer an understanding of the contribution of scale and location in tourism and regional development, may help address national and regional tourism development policy-making and strategies in developing countries.

Although the hospitality industry has historically relied on migrant workers, the influx of Poles to the UK following EU Enlargement in 2004 resulted in the unprecedented increase in numbers of those taking up jobs in the UK hospitality industry. Poland, being the largest of the new member states, became the largest supplier of labour from Central and Eastern European countries. Despite the sector's poor image of being low-skilled, badly paid, physically demanding and lacking clear career prospects, the industry has attracted many educated Poles who were able to fill problematic vacancies. The purpose of this research is to examine the experiences of Polish migrant workers in the UK's hospitality industry. It explores who the Polish workers employed in hospitality are as well as looking at the reasons for choosing to work in the sector. On this theme, the migrants' give their views on the UK hospitality sector and what they bring to and learn or gain from working in hospitality. Finally, the research investigates the role that hospitality plays in the adaptation of Polish migrants into life in the UK, which places the research in the wider social context of current migration issues and labour market influences. In order to achieve the research aim, a mixed method approach was employed using an online questionnaire, interviews and netnography - ethnography adapted to study online communities. The online questionnaire was distributed across fora for Poles and it collected 315 usable questionnaires. The choice of these research methods was shaped by the characteristics of the Polish community living in the UK, a mobile community of migrants, who use the internet extensively at various stages of the migration process. The findings of this research show that Polish migrants in the UK hospitality sector are young, below the age of 30, predominantly female and highly qualified. Despite the latter characteristic, migrants' methods for accessing employment point to a high level of informality; they find work through friends and family or by visiting hotel premises. Furthermore, migrants' views on hospitality as an occupation are diverse; satisfaction is derived from a lively and social environment, flexibility and career progression. Conversely, a 24/7/365 culture, pay rates and poor management are sources of disappointment. It is evident that migrant workers treat working experiences as investments, as 'stepping stones' to a better future. They felt that they acquired a range of new skills; the knowledge of the local labour market and local work experience, interpersonal and social skills and, most importantly: 'language capital'. The findings of this research demonstrate that the hospitality environment facilitates migrants' adaptation to life in the UK, providing social activities and a language- learning environment, allowing migrants to develop relationships with other groups; host nationals, Poles and other migrants.

Service quality is increasingly becoming an important issue for organisations to consider when attempting to satisfy customers and remain competitive in the marketplace. Delivering consistent service quality though appears to present difficulties for many organisations,but this can largely be attributed to the poor understanding of services and the poor understanding of the service quality concept. This thesis has illustrated how services and service quality can be better understood by its review of the literature and by discussing alternative perspectives. Service quality is considered to be a subjective,multi-faceted concept which exists in the mind of each and every individual in a unique way, but which may be partly controlled by understanding customers' separate expectations and their separate perceptions of the service as they pass through the service delivery system. The control and improvement of this service process is considered to be highly dependent upon the organisation's ability to keep customers' expectations within achievable parameters, and upon the service employees' ability to control the customers'perceptions as they pass through the service delivery system. Both the organisation's managers and employees though need to have a good understanding of customers' expectations and perceptions to ensure the consistent delivery of service quality. Several well established research techniques were used to collect empirical data to achieve the research aim in showing how the delivery of service quality can be understood more effectively by using both customers'and employees' perceptions of the service experience. This study illustrated how perceptual gap analysis,service blue printing,and the soft systems methodology can be combined to explore both customers'and employees' perceptions of the service experience. This resulted in the development of a new research technique which has been called 'perceptual blueprinting'. The study was carried out with the collaboration of one organisation in the UK roadside lodge sector where the consistent delivery of service quality is particularly crucial to its continued success. The results from the study have raised some important methodological and substantive issues surrounding the identification and control of service quality in both the roadside lodge sector and service industries in general,and subsequently should provide some value to both acaden-dcs and practitioners alike.

The emergence of the Internet has enabled the development of e-commerce, which is defined as the process of buying and selling or exchanging products, services and information via computer networks (Turban et al, 2002). Since the early stages of the development of the Internet there were claims that travel had the potential to become one of the most sold e-commerce products (Buhalis, 1998; Turban et al, 2002). The reality, however, is that in the first years of the twenty first century only a minority of travel purchasing is conducted over the Internet. By 2002 only 3.6 percent of worldwide travel sales were made over the Internet in 2002, with this figure expected to increase to 7.4% by 2006 (Marcussen, 2003). Moreover, although the trend in overall online market size in Western Europe is positive, the annual growth rates have decreased in recent years. This research arose from an interest in obtaining an insight into the reasons for the lower than anticipated rate of adoption of electronic commerce in the purchasing of leisure travel. The main aim of the research was to evaluate those factors influencing the adoption of e-commerce in the purchasing of leisure travel. The study was developed based on the adoption of innovations paradigm because e-commerce can be regarded as an innovative practice. The research attempted to explicitly develop and test the concept of innovation interdependence. The assumption underlying innovation interdependence is that some innovations are developed upon other innovations and hence the adoption of certain innovations tend to be connected. Following on from this rationale, besides the factors related to the adoption of purchasing leisure travel over the Internet, factors related to the adoption of computers and of the Internet were also included as component parts of the conceptual framework. In addition, the conceptual framework also outlined product-category behaviour as an important factor influencing the adoption of e-commerce in the purchase of that product-category. In order to achieve the research aim, a representative sample of residents in the Borough of Cascais (Lisbon, Portugal) was surveyed. The analysis and discussion of the results was centred on the practical significance of the descriptive data and on the results of the hypothesis testing, based on the following definition of three stages in the e-commerce adoption path: individuals who had never used the Internet (stage 1), individuals who used the Internet but had never purchased by the means of e-commerce (stage 2), and individuals who purchased a product/service over the Internet (stage 3). Those in stage three of the e-commerce adoption path were further divided into two subgroups: those who had never purchased travel over the Internet and those who had purchased. The findings of this research indicate that the factors influencing the adoption of e-commerce in the purchasing of leisure travel vary according to the stage in the e-commerce adoption path. They demonstrate that there is, indeed, a positive relationship between the adoption of computers and the Internet and the adoption of e-commerce in the purchasing of leisure travel. However,the results suggest that the adoption of computers and the Internet play a secondary role and might serve as a facilitator rather than motivator. Rather, the travel and purchasing behaviour of the individual may be the more important influence in their decision to use e-commerce in the purchasing of leisure travel. The study discusses both the theoretical and practical implications and provides some future areas of research in the field of consumer adoption of e-commerce in the purchasing of leisure travel.

Crises are inevitable. There is no way to prevent all crises from happening. In fact, in today's business environment crises are an integral part of organizational life. Crisis situations are by nature novel, unstructured, frameworks. Crises are sudden, acute, and demand a timely response. Most man-made crises are in principle preventable. Crisis management is a new field of research that addresses the problems of dealing with crises, and the stress that accompanies crises. Crisis management involves efforts to prevent crises from occurring; to prepare for a better protection against the impact of a crisis agent; to make for an effective response to an actual crisis; and to provide plans and resources for recovery and rehabilitation in the aftermath of a crisis. It is no longer enough to consider "if" a crisis will happen but rather "when" a crisis will occur, "which type", and "how". There is no doubt that the travel and tourism industry is especially susceptible and vulnerable to crises. It is argued that the hotel industry, given its operational characteristics, management practices (which is strongly influenced by long established traditions), and its operating environment, is even more prone to crises. However, very little has been done to understand crisis (that is, how a crisis evolves, crisis typology, anatomy, and management of crisis). This study describes and discusses all major relevant elements and issues to the emerging field of crisis management. Within the domain of crisis management theory, the study describes and elaborates on critical issues such as crisis typology, anatomy of crisis, crisis planning and training, crisis decision making, crisis communication, and crisis management. It is argued in this study that organizational culture is the most fundamental element in crisis preparedness. That is, organizational culture, not organization structure, size, financial history, etc., is the main determinant of crisis preparedness. The research also argue that stakeholders are fundamental in crisis prevention, crisis management and crisis recovery. 2 This study, in a first instance, examines the crisis preparedness of 33 of the 50 top hotel organizations operating in the UK (HCIMA, 1995). Crisis preparedness is examined in the light of organizational culture. For that, top executives in those organizations were interviewed and responded to two questionnaires. A crisis preparedness framework (or continuum) was derived from the application of factor analysis on the questionnaire data. The results suggest that the hotel industry is not prepared for crises. Given that a crisis is a multi-stakeholder phenomenon (it inevitably involves other agents) this study also explores, building upon the results obtained from the crisis preparedness continuum, the notion of stakeholders relationships in crisis situations. More specifically, the research proposition states that organizations that are crisis "prepared" are more consistent on their opinions about stakeholders' role and behaviour in crisis situations than those organizations that are not prepared for crises. The study confirmed both the research question and proposition. The study also presents an operational definition of crisis management and proposes a model for crisis management.

The prime objective of the research is to establish why commercial sponsors use motor sport as an element of their marketing communications. A comparison has been undertaken between car and bike racing, as represented by Formula One and MotoGp, to establish any differences in approach. The initial historical element of the research revealed that motor sport had been sponsored by vehicle manufacturers since the origins of the petrol combustion engine in the late 19th century. Any suggestion that sponsorship of motor sport is a recent, late 20th century science has been dispelled. The investigation found that the sponsors of top level car racing place major importance on achieving awareness for their brands through media exposure, particularly television. This aim is shared by motorcycle racing sponsors too and a common model is identified. Where motor cycle racing is specifically concerned the research established that there is an almost identical approach to the usage and application of sponsorship to that in car racing. The only difference being that the wider commercialisation of F1, in which brands outside those intimately involved with automotive industries have made use of motor sport sponsorship, has been around for longer than that in motorcycle racing. The motorcycle sponsors have therefore taken slightly longer to reach the same level of marketing sophistication in a sport which is recognized as having less money overall. The research reveals that the most important element of the business plan for both types of motor sport relies largely on a business model linked to global television audiences. Such audiences are seen as vital in generating awareness of sponsors and their products. Such plans provide an entirely relevant platform for the initial steps of the AIDA theory (Awareness; Interest; Desire; Action) of product adoption. The research also identifies that this commonality of approach is not entirely accidental as similar promoters have been involved at the top level of both sports. The research advises that the future of motor sport should continue to involve the application of the latest technologies appropriate to passenger vehicles if it is to continue unhindered. It is suggested that motor sport should become the definitive technological test bed for vehicle propulsion systems that are sustainable and kind to the environment.