El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / In the today’s market, there is a wide range of failed IT projects in specialized small and medium-sized companies because of poor control in the gap between the business and its vision. In other words, acquired goods are not being sold, a scenario which is very common in tourism retail companies. These companies buy a number of travel packages from big companies and due to lack of demand for these packages, they expire, becoming an expense, rather than an investment. To solve this problem, we propose to detect the problems that limit a company by re-engineering the processes, enabling the implementation of a business architecture based on sentimental analysis, allowing small and medium-sized tourism enterprises (SMEs) to make better decisions and analyze the information that most possess, without knowing how to exploit it. In addition, a case study was applied using a real company, comparing data before and after using the proposed model in order to validate feasibility of the applied model. / Revisión por pares

Purpose – The purpose of this paper is to examine practices, realities and opportunities relevant to Moroccan tourism. In the process, the competitiveness of this vital economic sector is assessed. Based on this examination, relevant, benchmarking implications are identified and advanced to policy makers. Design/methodology/approach – The shiftshare technique is utilized to analyze tourist arrivals, from different regions of the world, to Morocco, Turkey, Tunisia and Egypt. The shiftshare analysis is utilized to understand the existing competitive position of Morocco in relation to her main competitors. Findings – The results of the shiftshare analysis revealed that Morocco has not performed as well as the rest of the competitors in the benchmark group. This was attributed, in part, to focusing on markets with less potential for growth. Research limitations/implications – The shiftshare technique utilized in this study is a diagnostic tool. Thus, more research is needed to uncover the dynamic relationships relevant to the competitive position of Moroccan tourism. Practical implications – The findings of this study have clear benchmarking implications to Moroccan policy makers, as they pursue a more comprehensive and systematic tourism strategy. Originality/value – The applied research presented in this article is consistent with the increasing significance of global tourism.

A thesis submitted to the Faculty of Arts in partial fulfilment of the requirements for the Doctor of Philosophy in the Centre for Recreation and Tourism at the University of Zululand, 2000. / As the world's tourism and hospitality industry sees the dawn of the new millennium, the twenty-first century, tourism and hospitality managers will begin to face many pragmatic challenges and opportunities. The fundamental issue which is identified in this study is the maintenance of high standard of quality of service in order to remain a competitive advantage within South Africa as well as the global tourism and hospitality market as a whole. The main areas of concentration this study is expecting to see tourism management changes in the new millennium include: the role played by new technologies, the business practices and general consumer demands. This research seeks to investigate the nature of managerial work in tourism and hospitality industries, specifically in hotels, travel agency, tour operators and tourism authorities. In a given situation, the begging question is whether this work fundamentally similar or different from that which is done in other industries? Furthermore, this study endeavours to find out what determines the nature of that work and, in so doing, puts forward approaches to the management process in the tourism and hospitality industry, specifically those which have to be adopted in the new millennium. As such, the main objectives of the study include the following: (a) To discover how managers intend to cope with the various changes that they will be exposed to in the new millennium, xm (b) To look at the present profile of managers and their expected profile changes in the new millennium, (c) To examine the evolving strategies that are being put in place to cope with challenges and strategies for the new millennium, (d) To examine and put forward a responsible approach to planning and development of the tourism and hospitality industry, (e) To resolve the conflict between the front-office managers who perceive their section of the hotel as separate from the rest of the establishment, (f) To establish a balance between the various components of the tourism product in terms of both quality and capacity. For example, infrastructure and the environment, accommodation and transportation, attractions and services, (g) To understand the need and development of appropriate training facilities and programmes, which are intended to both maximise employment opportunities and achieve the desired standards of quality. To achieve these objectives the study uses two fields of management studies available and relevant to changes in tourism and hospitality. These are: (a) current management functions in the tourism and hospitality business, and (b) the wider field of management, which focuses on managerial work as a whole. The methodology that used for this study are a combination of qualitative and quantitative methodologies utilising techniques such as focus groups, observation, in-depth interviews, telephone interviews, mail questionnaires and the non-participant observation technique. The latter technique was the most preferred method of data collection, because it offered the best alternatives, such as allowing for the simultaneous collection of qualitative and quantitative data. The breakdown of the final sample included four (4) tour operators, five (5) travel agents, two (2) provincial tourism authorities and 250 tourism and hospitality customers. A quantitative approach using statistical techniques was used for the 250 customers, whereas the case study approach was used to analyse the rest of the sample. In these cases the meanings and interpretations of the researcher were used as the main interpretative approach for the views and actions of the managers. However, this was balanced with the managers' interpretations of events. The main and general conclusions that were arrived at, with the help of the above methodologies, were that the tourism industry in the new millennium should move with the customer and therefore planning should be flexible in order to accommodate the customer at all times. Future growth strategies for tourism and hospitality management designed to keep customers satisfied, are those that use a combination of advertising, product innovation, service improvement changes in product and service, with more emphasis on direct selling, entailing personal contact with the customer. It is also evident from the findings that business travelers in the Durban area would prefer branded tourism and hospitality products rather than their counterparts in Pietermaritzburg and Richards Bay would. On the whole, the preference for both business and leisure customers is for branded products. Travel agents believe that the bulk of their business comes from business customers and in the future, the emphasis is expected to be on the business traveler market. Tour operators are looking at buying smaller travel agents that they can use as retail outlets and heavy concentration on the domestic tourism and hospitality market. Tourism authorities are expected to concentrate on supporting community projects as a means of creating employment in the provinces. The intimidation of tourists in the provinces is because the community believes that tourists are the reason for increased crime, high prostitution, sexually transmitted diseases and an increase in the price of basic food and rent. The customer in the new millennium is expected to be very different, and rate standard requirements higher than the willingness to pay. The reality of the situation creates a desperate need for tourism and hospitality managers to search actors and forces in the business environment that may be utilised to the advantage of managers. One element that needs to be introduced urgently in all tourism and hospitality organisations is training in customer care. The study points to a very advanced technological environment, with emphasis on product design and the size of the capital of the organisation. The pages that follow will answer these questions and look at other issues in the study in greater detail.

The aim of this thesis is to analyze the links between various providers of tourism in the locality of Western Šumava. The research is focused on municipalities and selected entities operating in the Šumava National Park, the aim of this work being to evaluate the level of destination management based on cooperation between municipalities or between municipalities and individual actors in tourism. Destination management in the defined area is characterized in more detail by analyzing the activities of individual actors in tourism. This thesis evaluates the influence of provider activity, administrative boundaries, geographical distance and organizational structure on the origins and function of destination management. Levels of cooperation are analyzed by using a questionnaire survey. The result of the work is an evaluation of the importance of various providers based on their degree of inter-cooperation and a proposal for future streamlining the process of destination management for current and emerging destination companies in the western part of the Šumava. Key words: tourism management, network theory, destination, rural tourism, Šumava

This study sets out to address problems caused by the lack of an integrated tourism management framework that would give a strategic direction to the delivery of tourism services in the Kruger National Park (KNP). The lack of tourism management plans and capacity in protected areas can be traced back to the classic management approach that concentrates exclusively on biodiversity conservation while paying superficial attention to other equally important management elements such as tourism, community participation, financial viability and governance matters. As a result of such management deficiencies, protected areas are unable to raise sufficient revenue from their tourism business to adequately meet obligations of their conservation mandate, community expectations and maintenance of the tourism facilities. Financial problems lead to over-dependence on diminishing and inflation-eroded state subsidies, thus compromising the effective management of parks. A management approach that does not balance the elements that constitute the management function of a protected area has the potential to destroy the resource base on which the attractiveness of a protected area as a holiday destination hinges and risks alienating tourists. The practice of 'fortress conservation' with protected areas treated as distinct units from their surrounding communities is being challenged worldwide. Protected area managers are now constantly looking for management paradigms that can harmonize the fundamental functions of conserving biodiversity, delivering tourism services and ensuring financial viability whilst contributing to the socio-economic development and benefits for local people balancing conservation and socio-economic needs. This is the situation in which the KNP finds itself. The study recommends the adoption of an integrated tourism management framework based on adaptive tourism management principles to enable the Park to cope with continuous uncertainties, conflict management, dynamic systems of societal changes, economic changes, changes of ecosystems and bridging the gap between conservation and tourism. / Thesis (PhD (Tourism Management))--University of Pretoria, 2005. / Tourism Management / unrestricted

Tyrimo objektas – mentoriaus vertinimas. Tikslas - ištirti mentoriaus kaip praktikos vadovo vertinimą turizmo organizacijoje. Uždaviniai: 1. Atskleisti profesinės praktikos teorinius aspektus. 2. Išanalizuoti mentoriaus kaip profesinės praktikos vadovo teorines sampratas. 3. Atlikti „Turizmo ir sporto vadybos“ programos turizmo vadybos profesinės praktikos mentoriaus vertinimą. Darbo metodai: mokslinės literatūros analizė, apklausa anketiniu būdu, aprašomoji statistika. Profesinė praktika yra neatsiejama studijų proceso dalis. Jos metu pagrindinį vaidmenį atlieka praktikos vadovas (mentorius) ir studentas. Mentorius kaip profesinės praktikos vadovas, moko studentą, jį konsultuoja bei padeda spręsti problemas. Jis reikalingas kaip modelis, iš kurio studentas gali semtis praktinės patirties ir tapti puikus tos srities specialistas. Tyrimas parodė, kad studijų programos „Turizmo ir sporto vadyba“ turizmo srities mentoriaus vertinimas yra teigiamas. Tai yra toks žmogus, kuris turi ne mažesnę nei 3 metų darbo patirtį, bendrauja su studentu, juo pasitikėdamas, turi tokias asmenines savybes kaip komunikabilumas, nuoširdumas, humoro ir atsakingumo jausmas ir kt. Tyrime buvo atskleista, kad turizmo srities mentoriai labiausiai vaidina konsultanto vaidmenį, t.y. padeda spręsti iškilusias problemas. Svarbiausias mentoriams aspektas – sutarimas. Kitaip tariant, bendravimo su studentais palaikymas ir formvimas, kuris paremtas abipusia pagarba ir pasitikėjimu. / Object of the research: the evaluation of mentor The purpose: to analyse the mentor‘s role as a practice manager of tourism organization. The aims: 1. To reveal theoretical aspects of the professional practice. 2. To analyze mentor‘s theoretical concepts as a supervisor of professional practice. 3. To carry out the study program „Tourism and sport management“ in the field of tourism, the evaluation of profesional practice mentor. The methods: analysis of the scientific literature, survey used questionnaires, descriptive statistics. Professional practice is an integral part of the process of study. During this time the supervisor (mentor) and the student perform the main role. The mentor as a professional practice supervisor teaches the student, gives an advice and helps to solve problems. He is needed as a model from which the student can get a practical experience and become a great specialist in a specific field. The research showed that the study program „tourism and sport management“ in the field of turism evaluation of the mentor is positive. This is a person, who has not less than 3 years work experience, interacts with students by trusting them. Also, he has personally qualities as sociability, sincerity, a sense of responsibility and humor and etc. The research revealed that mentors in the field of tourism play the role of consultant, they help to solve problems. The most important aspect for mentors - agreement. In other words, the support and formation of... [to full text]

This study examines the role experiential education, in the form of internships, plays in the professional development of Hospitality and Tourism Management students. Through an appraisal of the literature, it outlines the many benefits available to direct and indirect stakeholders through the facilitation of a structured, work based learning experience. In particular, it analyses the internship through an evaluation of job design by applying both Hackman and Oldham’s (1975a) Job Characteristics Model (JCM) and developing a proposed intern’s version of that model. The outcomes demonstrate that dimensions of the work undertaken do contribute significantly to an individual’s satisfaction and intrinsic motivation with the proposed intern’s model offering improved R2 coefficients, over the original JCM, by using different predictive variables. The study further sub-divides the sample by examining the findings by cohort and emphasis area. This affords the opportunity to identify specific recommendations on internship design that provides maximum utility to the student participant and the facilitators of the work experience. To this end, the results offer a series of recommended job dimensions for various service industry destinations including the need for increased task significance and feedback from agents for tourism students, opportunities for an autonomous work environment for event planners, exposure to a variety of skills for lodging professionals and feedback from the job for food and beverage students. By designing internships in this way, opportunities for enriched work are created for students at the case-study university. The study also examines the role classroom education plays in underpinning the internship experience and finds that while this assists students in observing many of the topics and theories discussed in a theoretical setting, the experiential component of the learning enhances their education through the development of new skills and competencies not previously taught. Overall, this study offers a unique contribution to the existing body of knowledge on experiential education and its impact on worker/job satisfaction and intrinsic motivation.

This research study assessed Korean students' perceptions and overall satisfaction levels regarding the effectiveness of their hospitality internship experiences. Relationships with demographic characteristics were identified. The sample was comprised of 74 senior-level university students enrolled in hospitality and/or tourism management programs who were completing an internship in Korea. Generally, students exhibited low agreement levels on the internship program aspects being investigated. Previous work experience was the most common factor influencing students' perceptions of their internship experiences. Agreement levels increased with length of prior work experience. Type of internship workplace, expectation of an employment offer, age and gender were found to influence students' perceptions of the internship experiences.

<p>Visitors’ expectations of museums in the modern world consist of both utilitarian and hedonic aspects. Given visitors’ diverse expectations and demands, traditional museums have taken actions to attract more visitors. Taking advantage of new technologies is the current action and trend in the museum industry. The emergence of digital museums is the reflection of this tendency, which use digital technologies such as projectors, surrounded sound, ambient lights, and multisensory cues to present a virtual environment. In the virtual environment, emotional state and sense of presence are considered to be useful to provide a more engaging experience. Therefore, this research empirically investigated digital museum visitor experience perceptions and the influence of emotional state and sense of presence on experience perceptions. The different impact of multisensory cues on experience and the relative mediation effect were also examined.</p> <p>Data were collected with a scenario-based online survey conducted through Amazon Mechanical Turk (MTurk). A split-sample approach with a total of 382 respondents was used for analysis. Exploratory factor analysis and confirmatory factor analysis were used to explore visitor experience perceptions of the digital museum. Structural equation modeling was used to discover the impact of emotional state and sense of presence. One-way analysis of variance was used to compare the difference in impact of multisensory cues on overall visitor experience. This research also employed the PROCESS macro in SPSS for demonstrating the mediating effect of emotional state and sense of presence through the impact of multisensory cues on overall visitor experience. The findings of this study revealed three experience perceptions—respectively, joviality, personal escapism, and localness experiences—of digital museums. Also, this research presented the positive effect of emotional state on joviality experience and negative effect of emotional state on localness experience. In addition, a notable positive impact of sense of presence on joviality, personal escapism, and localness experience perceptions was found. No significant effect of emotional state on personal escapism was found in this research. Moreover, visual and auditory cues together were confirmed as the most powerful indicator for triggering the greatest experience level. The impact was found to be valid due to the mediating role of emotional state and sense of presence.</p> <p>This research contributed theoretically and practically to museum literature and experience research. Theoretical implications were discussed to indicate this research as the framework to measure digital museum visitor experience based on the proposed three-factor structure. Practical implications were provided for museum managers. Limitations and future research were discussed.</p>

B-Tech Tourism Management (Vaal University of Technology) / Tourism is one of the fastest growing and largest service industries in the world that occupies the centre of the stage in the socio-economic, environmental and political fields. In South Africa the case is no different where the tourism industry makes a substantial contribution to the country‘s economic growth and almost all nations are in recent times recognizing the importance of tourism and embracing it. Both praised and despised as a development option, rural tourism is increasingly viewed as a remedy, increasing the economic viability of marginalised areas, stimulating social regeneration and improving the living conditions of rural communities. Tourism in the rural areas of developing countries is expanding at a rapid pace and is often a primary means of income in these areas. In many cases, destinations take reasonable advantage of this dynamic industry as a major income, employment, private sector growth and infrastructure development. However, some research endeavours indicate that tourism will never come to dominate all rural areas, particularly in the developing world – there are vast swathes of rural areas for which tourism is not relevant for the foreseeable future. These necessitate the need for the industry to be sustainable. Sustainable tourism development should aim at improving the residents’ quality of life by optimising local economic benefits, protecting the natural and built environment and providing a high-quality experience for visitors. This should also provide a long-term economic linkage between destination communities and industries. It should aim to minimise the negative effects of tourism on the natural environment and improve the socio-cultural well-being of the destination communities. This notion serves as a motivation for this study which aim is to analyse the perceptions of selected tourism stakeholders in the Vhembe district with reference to the community, tourism business owners and local government concerning rural tourism development in this region. Attention was given to the economic, social and environmental influences of tourism by focusing on both positive and negative aspects as well as aspects related to tourism development. The secondary objectives of this study were: (i) to describe different roles, relationships, responsibilities and expectations of stakeholders in tourism by means of an in-depth literature review; (ii) to analyse rural tourism with reference to community involvement in tourism, business contribution, local government support and identify types of resources integral to tourism in the rural areas by means of a literature review; (iii) to empirically analyse the perceptions of selected tourism stakeholders by assessing economic, environmental and social aspects as well as their level of participation, success factors and challenges; and (iv) to draw conclusions and make recommendations on mechanisms that might contribute towards the sustainable development of rural tourism with the focus on relevant stakeholders. To achieve the objectives, this study followed a mixed-method approach where both surveys (quantitative research) and interviews (qualitative research) were conducted. Two surveys were done; one in the community and the second one at tourism businesses in the Vhembe region. It was clear from the results that residents are fairly positive towards the tourism industry and acknowledge the contributions (both economically and socially) to the community and area. There is however room for improving the rural tourism product in order to attract higher numbers of tourists. Government is contributing to the development of the industry but it seems that a lack of skills and marketing campaigns are huge challenges. The business owners are interested in the economic gains from this industry but there is a need for training and mentoring so that the business can grow to such an extent that it becomes an employer to a number of residents. The natural and cultural uniqueness of this area was evident as well as the potential as a tourism attraction. The selected stakeholders however emphasise the importance of cooperation and integrated planning to grow the tourism industry.