D.Comm. (Leadership in Performance and Change) / The National Department of Tourism (NDT), in the National Tourism Sector Strategy (NTSS), highlighted the need for research on tourist service satisfaction. According to the Global Competitiveness Programme (GCP), most of the dissatisfied tourists are business travelers. There are gaps in the literature with reference to the operationalisation of, and relationship between, service quality scores and retention scores in the business tourism industry. The contextualisation and conceptualisation of the proposed SQSC will be supported by a discussion on service quality, the Balanced ScoreCard (BSC), and the relationship between service quality and the BSC. The proposed mediating role of Business Tourist Satisfaction (hereafter mostly referred to as Satisfaction) will be highlighted, while evidence will be provided that Business Tourist Retention (hereafter mostly referred to as Retention) can be a criterion variable in this measurement. It is also apparent that using specific market segmentation variables will enable business tourism managers to build business tourist retention strategies.

The South African National Department of Tourism has recently initiated the National Tourism Sector Strategy aimed at developing a sustainable tourism economy, and making the country a Top 20 global tourism destination by 2020.China is one of South Africa’s major non-African sources of tourist arrivals. To ensure a growing share of this booming market, South African tourism scholars and practitioners have to pay close attention to the behaviour of Chinese outbound tourists, particularly their destination choice behaviour. The Theory of Planned Behaviour (TPB)– an extension of the Theory of Reasoned Action (TRA)– can serve as a basis for researching destination choice. According to the TPB literature, intention is the most immediate and important determinant of behaviour. Three direct predictors of intention, namely, attitude, subjective norms, and perceived control, are functions of latent behavioural, normative, and control beliefs, respectively. The TPB is parsimonious but open to the inclusion of additional predictors if there is evidence that these predictors may explain a significant proportion of the variance in intention and behaviour after the basic predictors (attitude, subjective norms, and perceived control) have been accounted for. The current research successfully extended the TPB model for predicting potential Chinese tourists’ intentions to visit South Africa by adding two additional variables: travel motivation and travel constraints. The push-pull motivation framework discussed in the study postulates that people travel because they are pushed by internal forces (inner needs) and pulled by external forces (destination attributes). Typical barriers to travel include intrapersonal, interpersonal, and structural constraints. The new model makes an important contribution to the literature on destination choice, and provides South Africa’s destination marketers with suggestions for attracting and serving Chinese tourists. In addition, the research shows that both travel motivation and travel constraints can be used as bases for segmenting the outbound Chinese tourist market interested in visiting South Africa. A survey approach and a structured questionnaire distributed electronically to the online panel members of a Chinese market research company were instrumental in collecting the empirical data for the study. The questionnaire was originally written in English and translated into Chinese (Mandarin) via a blind translation-back-translation method. Attitude, subjective norms, perceived control, and visit intention were all operationalised as unidimensional and used scales adapted from previous studies. New scales were developed for travel motivation and travel constraints– both operationalised as multidimensional. Quota sampling, used to identify respondents aged 18 or older and living in Beijing, Shanghai, and Guangzhou, resulted in 630 usable questionnaires obtained from 1,510 sent invitation e-mails, yielding a response rate of 41.7%. The raw data collected were prepared through the sequential steps of editing, coding, and filing, and then analysed using both descriptive and inferential statistics. Descriptive analysis suggested that broadening personal horizons, viewing the natural scenery, and seeing something different were the top motives for visiting South Africa, while language, fear of crime, and lack of travel companions were the top barriers to visiting South Africa. According to the factor analysis, travel motivation had three underlying dimensions – learning, escape, and aesthetics and appreciation, while operational, risk and fear, and social barriers were three underlying dimensions of travel constraints. Regression analysis showed that the proposed extended TPB model had higher predictive power for visit intention than both TRA and TPB models; the basic predictors – attitude, subjective norms, and perceived control – all had a significant impact on visit intention; and in terms of the additional predictors, learning, operational constraints, and social constraints had a significant impact on visit intention. The analysis of variance indicated that travel frequency and age were the most profound background factors with an influence on the extended TPB model. Finally, cluster analysis resulted in two market segments with distinct profiles, that is, High-Motivation/ Low-Constraint (HMLC) tourists and Low-Motivation/High-Constraint (LMHC) tourists. Based on the theoretical and empirical findings of the current research, it is recommended that destination marketers in South Africa: advertise specific benefits of touring South Africa, namely, increasing knowledge, relieving stress, and enjoying high environmental quality, to advance Chinese residents’ perceptions of the country; develop tourism experiences that can be taken in a week or shorter to cater for the unique annual leave and public holiday policy in China; launch a media relations campaign in China to ensure that the facts about South Africa are communicated without distortion; collaborate with other destination stakeholders such as government and businesses, to actively attract and retain Chinese tourists for example by educating the public about Chinese culture and training employees to improve the quality of service; target the HMLC tourists via the Internet (particularly the social media) and by developing holiday packages that include activities related to cultural tourism, rest and relaxation, and nature-based tourism; and target the LMHC tourists by cooperating with local travel agencies and by developing holiday packages that highlight the diversity of tourism activities and offer value-added products/services.

Submitted in partial fulfillment of the requirements for Master Degree of Technelogy: Marketing, Durban University of Technology, 2008. / The South African tourism industry is becoming an important service sector in this country, which is attracting increasing international tourists in recent years. China, as a fast developing country, will be exerting greater influence on the development of tourism worldwide over the next decade. In particular, the impact of rapid growth of China's outbound tourism market has been felt by South Africa. A feature that South Africa's tourism marketers need to understand is the different demographics of the Chinese population and their different perceptions on SouthAfrican tourism. The purpose of this study is to identify, analyze and evaluate factors that could impact positively and/or negatively on the image of South Africa as a tourist destination among prospective tourists from China. It examines the opinions and perceptions of Chinese tourists in Shanghai. The research evaluates the kinds of perceptions and attitudes held by Chinese tourists towards South African tourism. The study was conducted with the assistance of fieldworkers in Shanghai who helped the research complete all the interviews and questionnaires. Data was analysed through the Statistical Package of Social Sciences (SPSS), and findings, conclusions, and recommendations are presented. The study provides the recommendations to South African tourism organizations to take into considerationthe seriousness of Chinese tourists' understanding and perceptions towards South Africa as an emerging tourism destination as results indicate that many Chinese tourists do not quite understand South Africa and lack proper knowledge and information. Findings indicated that, although many Chinese tourists do know about South Africa as a tourist destination, they do / M

M.Sc. / Boreholes in the Kruger National Park (KNP) was at first developed to increase the number of animals that were at low densities because of poaching, diseases, fencing and low permanent water availability. This development of artificial waterholes without managerial measures or knowledge of possible consequence led to negative impacts on the environment. These included that the higher concentration of herbivores around artificial waterholes led to a change in vegetation; secondary vegetation growth did not support the feeding habits of water dependent species; the infiltration rate of water in the soil surrounding waterholes changed and animal distribution patterns also changed, in turn changing the predatory base. Due to the above the KNP developed a new water policy. The policy states that all artificial waterholes that are open should be part of natural ecosystem principles. This led to the closure of many artificial waterholes that did not conform to the requirements of the new water policy. This study aimed to determine the ecological implications of artificial waterholes and whether tourism will be affected by the closure of these artificial waterholes. The following two hypothesis were thus tested in this project: i) Artificial waterholes have ecological implications on the environment. ii) The closure of artificial waterholes will have a negative response from tourists and thus affect tourism to the KNP. The results from this project indicated that both these hypothesises can be accepted as the available literature clearly showed that artificial waterholes do have a negative impact on the environment and that the majority of the tourist questioned asked for the waterholes to be opened again. The latter reaction was mainly due to the tourist‟s concern that the animals will suffer and die without water. Furthermore the visitors are concerned they won‟t see animals anymore. This result can partly be due to the low awareness of the visitors on the subject. No effort was made to communicate these decisions, and the reasons it‟s based on, to the public. Although a certain number of artificial waterholes were closed according to the new KNP policy, it is still important to keep a number open due to fact that KNP is not a natural system. It is suggested however that the closure of the artificial waterholes take place differently, following a principle of rotational opening and closing of patches of waterholes to allow recovery of vegetation and facilitate migration between waterholes.

Bibliography: p. 324-335. / vii, 335 p. : ill., map ; 30 cm. / Title page, contents and abstract only. The complete thesis in print form is available from the University Library. / A framework of psychological processes which shape the experience of travel as a mediator between home and the Other; and a framework of various structures which affect the travel experience. / Thesis (Ph.D.)--University of Adelaide, Dept. of Geography, 1998

[vddisc. 1] 大屿山一日遊(1) -- [vddisc. 2] 大屿山一日遊(2) -- [vddisc. 3] 海洋公園一日遊(1) -- [vddisc. 4] 海洋公園一日遊(2) / [vddisc. 1] Dayushan yi ri you (1) -- [vddisc. 2] Dayushan yi ri you (2) -- [vddisc. 3] Hai yang gong yuan yi ri you (1) -- [vddisc. 4] Hai yang gong yuan yi ri you (2) / by Cheng Sheung Yan, Amy, Chiu Mei Wah, Annie. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (leaves 65-68). / Accompanying discs in VCD format. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / ACKNOWLEDGMENTS --- p.v / Chapter / Chapter I. --- BACKGROUND --- p.1 / Purpose of Study --- p.1 / Importance of Tourism to Hong Kong --- p.1 / The Growing Market - China the Mainland --- p.3 / Government Response and Policies --- p.5 / Increasing Number of Complaints from Mainland Visitors --- p.7 / Chapter II. --- LITERATURE REVIEW --- p.9 / Customer Retention --- p.10 / Tourists' Satisfaction --- p.12 / Tourists' Perceptions and Satisfaction --- p.14 / Chapter III. --- METHODLOGY --- p.16 / Critical Incident Technique --- p.17 / Research Implementation --- p.19 / Chapter IV. --- FINDINGS --- p.20 / Trip A: Big Buddha at Po Lin Monastery --- p.20 / Critical Incidents --- p.21 / Trip B: Ocean Park --- p.26 / Critical Incidents --- p.27 / Generalisation of Two Trips --- p.33 / On Tour Guides --- p.34 / On Shopping --- p.35 / On Price --- p.36 / On Food --- p.36 / Chapter V. --- IMPLICATIONS AND RECOMMENDATIONS --- p.38 / Tour Guides --- p.39 / Language Proficiency --- p.39 / Knowledge About Hong Kong --- p.39 / Interaction with Tourists --- p.40 / Attitudes --- p.41 / Travel Agencies --- p.42 / Market Segmentation --- p.42 / Target Marketing --- p.45 / Differentiation --- p.46 / Retailing Staff --- p.50 / Infrastructure of Tourism Industry --- p.51 / Big Buddha --- p.51 / Repulse Bay --- p.52 / Ocean Park --- p.52 / Chapter VI. --- CONCLUSION AND LIMITATIONS --- p.54 / APPENDICES --- p.56 / BIBLIOGRAPHY --- p.65