Graham Miller

The development of indicators for sustainable tourism: results of a Delphi survey of tourism researchers.

This paper presents the results of a two round Delphi survey conducted into expert opinion on the development of indicators to measure the movement of the tourism product at a company/resort level towards a position of greater or lesser sustainability. This research forms part of a wider project to develop indicators that consumers can use in the selection of their holidays and promote a more sustainable form of tourism. The results of this expert survey show considerable disagreement over “sustainability” and where the borders of the concept exist. In addition, the research identified contrasting views over the use of qualitative versus quantitative indicators and the role that consumer pressure can play. The use of the Delphi technique to address complex and uncertain issues is also explored.

The Measurement of Service Quality in the Tour Operating Sector: A Methodological Comparison:

Service quality in the tourism industry receives increasing attention in the literature, yet confusion still exists as to which measure offers the greatest validity. The two main research instruments are Importance-Performance Analysis (IPA) and SERVQUAL. However, both measures have been questioned and research has introduced measures that multiply SERVQUAL by Importance, as well as a measure of just Performance (SERVPERF). This article assesses these four main methods of measuring customer service quality. The data were obtained in cooperation with a major U.K. tour operator. Of the respondents, 220 completed a questionnaire before departure on what elements were important to them and what their expectations were for these elements. Toward the end of their holiday, respondents were issued a second questionnaire measuring performance on the same elements. The research found that although there was variety in the rankings of the 13 different elements, there was no statistical difference between the four methodologies. The final section of this article considers the implications of this finding for tourism managers and future research in the area of service quality.

Consumerism in Sustainable Tourism: A Survey of UK Consumers

This article presents the results of a survey of tourism consumers from the Destinations Travel Show in the UK in 2000. Four hundred and eleven tourism consumers were interviewed over four days at the show on the type of information that they used in the selection of their holiday destination. This article posits that the power of the consumer can be a major force for progress towards greater sustainability by the tourism industry, acting as a rationale for change, which is often missing from more traditional planning, management or regulatory techniques. The research shows consumers are already making decisions based on environmental, social and economic quality for day-to-day products and are keen to transfer these habits to the purchase of tourism products. Recommendations are made, highlighting the need for the tourism industry to capitalise on this demand for a wider range of product information and so promote moves towards greater levels of sustainability in the industry.

Corporate responsibility in the UK tourism industry

This paper represents part of a programme of research into the development of indicators that can be used to monitor movement of the tourism industry with reference to more sustainable positions. In order to determine the potential for implementing such indicators this paper asked senior representatives of the UK tourism industry what factors influenced the degree of responsibility shown by their organisation. The research also asked what factors respondents felt would trigger any change in the actions of tour operators in the future. The research reveals that while many in the industry see industry structure as the constraining force, the potential for market advantage or the fear of negative PR also determines company actions. The research utilised elite interviewing for 35 senior representatives of the UK tourism industry.

Crisis Communication and Recovery for the Tourism Industry: Lessons from the 2001 Foot and Mouth Disease Outbreak in the United Kingdom

Abstract As the number of disasters and crises affecting the tourism industry increases, it is becoming necessary to understand the nature of these disasters and how to manage and limit the impacts of such incidents. This paper defines crises and disasters before discussing the area of crisis communication management and crisis communication in the tourism industry. The paper then applies the foot and mouth disease (FMD) which occurred in the United Kingdom to crisis communication theory at a national level (by examining the response of the British Tourist Authority) and at a local level (by examining the response of a District Council). The response was limited in part because of a lack of preparedness, but also due to the nature of the foot and mouth outbreak, and the speed and severity of international media coverage. Action was taken in the emergency phase of the crisis and was reactive involving inconsistency in developing key messages to stakeholders, partly due to confusion and a lack of information at the national level. Recovery marketing was also limited due to the length of time of the disease outbreak. This paper provides lessons for destinations and organisations are discussed which may help develop crisis communication strategies for tourism organisations.

A farming crisis or a tourism disaster? An analysis of the foot and mouth disease in the UK

As the number of disasters and crises affecting the tourism industry increases, it is becoming necessary to understand the nature of these disasters and how to manage and limit the impacts of such incidents. This paper defines crises and disasters before discussing the area of crisis and disaster management. The paper then applies the foot and mouth outbreak which occurred in the United Kingdom to the tourism disaster framework proposed by Faulkner (2001). The paper notes that although the outbreak fits the basic principles of Faulkners (2001) model, the size, scope and subsequent management of the outbreak over an extended period suggests that although the model is useful, it has limited usefulness because not all disasters and crises are the same. Nevertheless, by examining how crises and disasters are managed, lessons for destinations and organisations may help turn such incidents into positive forces for change and help to reduce the severity of future disasters.

What is social tourism

This article examines the definitions and implementations of the concept of ‘social tourism’ that are in use in Europe today. Examples show that the concept has been implemented in many different ways to suit national contexts and that the justifications and goals of social tourism can differ greatly. The question arises how one can define the boundaries of this versatile and complex concept. This article proposes a model to clarify the interrelationships between the different interpretations: it highlights where common ground exists, but also where contradictions are apparent. The model consists of four main categories: the participation model, the inclusion model, the adaptation model and the stimulation model. The model draws on the historical development of social tourism and the ethical foundations for provision, and it is supported by a range of examples of European practice. Through this sub-categorisation of the concept, it is argued that a ‘scientification’ of the concept of social tourism can take place, so that the term does not lose its academic and political value. This article concludes by proposing a definition for social tourism that can effectively set the concept apart from other forms of tourism with attached social benefits.

Estimating the direct and indirect water use of tourism in the eastern Mediterranean.

The impact of tourism activities on local water resources remains a largely understudied issue in environmental and sustainable tourism management. The aim of the paper is to present a simple methodology that allows an estimate of direct and indirect local water use associated with different holiday packages and to then discuss relevant management implications. This is explored through the creation of five illustrative examples of holidays to semi-arid eastern Mediterranean destinations: Cyprus (2), Turkey, Greece and Syria. Using available data on water use associated with different forms of travel, accommodation and tourist activities, indicative water footprints are calculated for each of the illustrative examples. Food consumption by tourists appears to have by far the most significant impact on the overall water footprint and this aspect of water use is explored in detail in the paper. The paper also suggests a way of employing the water footprint methodology along with import/export balance sheets of main food commodities to distinguish between the global and local pressure of tourism demand on water resources. Water resource use is likely to become an increasingly important issue in tourism management and must be considered alongside more established environmental concerns such as energy use, using methodologies that can capture direct as well as supply chain impacts.

Distribution Channels in the Travel Industry: Using Mystery Shoppers to Understand the Influence of Travel Agency Recommendations

The objective of this study was to understand the factors that influence travel agency recommendations in the United Kingdom. This was achieved using a mixture of focus groups, interviews, and “mystery shoppers.” Exploration into the process of choosing a holiday showed that the brochure plays an important role for many consumers. However, for the travel agent the brochure is low priority, and even when the brochure is used the travel agent often has a considerable amount of influence on consumer decision making. Whether the agency is vertically integrated has considerable influence on the recommendation process. Based on analysis of the interviews and focus groups, a model was developed and tested using mystery shoppers. Results from investigating 156 travel agents across the United Kingdom indicate that the majority of travel agents owned by large tour operators will attempt to push the holidays of their parent company rather than give impartial advice to consumers. Theoretical and practical implications are discussed.

Exploring the future of tourism and quality of life

Few studies to date have examined the impact of tourism on quality of life (QoL) as conventional research has tended to focus, instead, on resident attitudes towards tourism and tourism ’s impacts in particular (Smith, 1977; 1989). Even less research has addressed whether tourism can drive or facilitate sustainable development (Miller and Twining-Ward, 2005) or whether tourism can contribute to the subjective wellbeing of those involved in travel and tourism. Impact studies generally ask residents to agree or disagree with statements regarding perceived impacts from tourism on their community. By contrast, QoL research aims to understand how these impacts are internalised and influence an individual’s overall life satisfaction (Andereck et al, 2007). With terms used interchangeably QoL, happiness and well-being refer to one’s satisfaction with life, and feelings of contentment or fulfilment with one’s experiences in the world (ibid.). Whether tourism as phenomena and practice may support the growing body of evidence that demonstrates a positive relationship between existential factors such as life purpose / meaning, personal growth and wellbeing (Vella-Brodrick, 2007) was the topic of intense debate during the 2008 Business Enterprises for Sustainable Travel Education Network (BEST EN) Think Tank VIII.