Jeremy Buultjens

The role of user generated content in tourists' travel planning behavior

This article reports on research that investigates how websites containing user-generated content (UGC) are used by consumers and the role they have on their information search and travel behavior. The research, conducted via an online survey, represents the views of more than 12,000 hospitality and tourism consumers. The results suggest that although these sites are popular, they are not yet considered to be as credible or trustworthy as existing sources of travel information such as government-sponsored tourism websites. UGC (or Web 2.0 sites, as they are also known) appear to act as an additional source of information that travelers consider as part of their information search process, rather than as the only source of information. The study is significant in that it appears to be one of the few investigations that captures the perceptions of the travel consumer and the way they relate to the information value associated with Web 2.0 sites.

Trust perceptions of online travel information by different content creators: Some social and legal implications

Consumers are increasingly turning to the online environment to provide information to assist them in making purchase decisions related to travel products. They often rely on travel recommendations from different sources, such as sellers, independent experts and, increasingly, other consumers. A new type of online content, user-generated content (UGC), provides a number of legal and social challenges to providers and users of that content, especially in relation to areas such as defamation, misrepresentation and social embarrassment. This paper reports research that examined the level of trustworthiness of online travel information from these different sources. The study used a survey of Australian travel consumers (n = 12,000) and results support the notion that there are differences in the level of trust for online travel information from different sources. Respondents ‘tended to agree’ that they trusted information provided by travel agents, information from commercial operators and comments made by travellers on third party websites. However, the highest level of trust was afforded to information provided on State government tourism websites. These results suggest that greater trust is placed in online travel comments when they are on a specific travel website than when they are on a more generic social networking website. However, respondents were ‘not sure’ that they trusted comments made by travellers on weblogs and on social networking sites. Some 88% of respondents that had not visited UGC websites (or were unsure if they had) indicated that they thought that UGC would be useful in the future – suggesting that they feel that any concerns they may have in relation to legal and social problems resulting from its use will be resolved.

From lessees to partners: exploring tourism public-private partnerships within the New South Wales National Parks and Wildlife Service

In a “new” protected-area management paradigm which requires close working relationships with a range of stakeholders, it is important that national parks managers recognise the individual interests of each group with whom they are expected to collaborate. A substantial body of research has investigated non-commercial collaborative activities among natural resource managers, tourism organisations and community groups. However, little academic attention has been paid to commercial tourism collaborations, particularly public–private partnerships (PPPs) with tourism operators. PPPs are often more contentious and require careful management to ensure sustainability and political acceptance. This paper reports on qualitative research, exploring the quality and nature of commercial lease arrangements between the New South Wales National Parks and Wildlife Service (NPWS) and a number of their private on-site tourism providers. In-depth interviews were conducted with fourteen key stakeholders involved in these partnerships. Based on an emergent approach to analysis, five main themes emerged which define the nature and quality of relationships between NPWS and tourism operators. Ultimately, it is argued that in commercial PPPs, protected-area managers need to move beyond viewing tourism operators as mere “lessees”, seeing them instead as valued and long-lasting “partners”.

Synergies between Australian indigenous tourism and ecotourism: possibilities and problems for future development.

This paper examines and finds synergies between indigenous tourism and ecotourism in Australia. Both were recognised in the 2003 Tourism White Paper as drawcards for international tourists; Tourism Australia markets both as two of the countrys seven key visitor experiences. Despite this, and the proven need to assist indigenous peoples’ socio-economic position, the indigenous tourism sector remains relatively immature. The paper, using a mixed-methods approach, including in-depth discussions with 26 indigenous tourism businesses, examines this problem and suggests ways forward. The results indicate that between 50% and 70% of indigenous tourism businesses are located in remote or very remote areas and utilise the environment to a substantial degree. Communities, couples and families dominate ownership patterns. Only 25% operate on a full-time basis. However, indigenous operators do not necessarily see themselves as being “ecotourism” businesses, despite their concern for and care of country. Very few are accredited: the ecotourism accreditation process is complex and expensive with guidelines based upon Westernised views of nature. Major changes in accreditation practice are suggested along with education and support for indigenous tourism businesses to ensure a stronger relationship between indigenous tourism and ecotourism and to improve Aboriginals’ socio-economic status.

Labour flexibility in the hospitality industry: questioning the relevance of deregulation

The search for labour flexibility has assumed great importance in most developed countries and has been the catalyst for the deregulation which has occurred, and continues to occur, in the Australian labour market. However, despite this, the question remains whether deregulation of the labour market in Australia is necessary for the attainment of flexibility since the empirical evidence is inconclusive. Industry representatives from the hospitality sector argue that a high degree of labour flexibility is a vital component in being able to meet market demands and achieve a competitive environment. Using data from a study of 435 registered clubs in the Australian state of NSW, areas of labour flexibility which these hospitality enterprises value are examined. Managers’ perceptions of the impact of awards and trade unions on the ability of the enterprises to achieve labour flexibility in a variety of areas are also examined. It was found that while there was a perception by managers that awards and trade unions did have a moderate to low impact or restriction on labour flexibility, the impact was not perceived to be as great as the proponents of deregulation would suggest. It is argued that registered clubs are choosing not to enter into formal enterprise bargaining because of this perceived low/moderate level of award and trade union impact on labour flexibility.

Evaluating Implementation of a Voluntary Responsible Gambling Code in Queensland, Australia

This study investigated levels of implementation and perceptions of adequacy of the voluntary Queensland Responsible Gambling Code of Practice with thirty managers and staff in selected casinos, hotels and licensed clubs in three regions in Queensland. This particular paper examines those factors that act as facilitators of, and impediments to, implementation of the Code and reflects on how organization size has influenced implementation of the Code. Using a mix of quantitative and qualitative methods, venues with small gaming installations had a lower implementation rate (56%) of the Code’s practices than venues with large gaming installations (85%). Facilitators included: adequate staff training and education; industry association membership; understanding of the philosophy of the Code; appropriate support materials; legislative overlap; prior experience with responsible gambling; regular audits; and links to community support networks. In contrast, impediments included: high staff turnover; managerial apathy; remote location; and being a busy small business manager.

Post-Conflict tourism development in Sri Lanka: implications for building resilience

The 30 year war between the Sri Lankan government and the Liberation Tigers of Tamil Eelam (LTTE) had a considerable impact on the countrys tourism industry. Yet, despite the war, the industry continued to exhibit a high level of resilience and since the end of the war international visitation has increased rapidly. This study, using a comprehensive review of literature and a series of interviews, examines the impact of the war on the industry as well as the governments post-conflict responses. Despite the rapid increase in international tourism numbers various concerns have been raised that government policies are likely to advantage large tourism operators and developers at the expense of small businesses in the informal sector. The development of the industry may also be at the expense of livelihoods of poorer members of society in other industries. A concentration on large-scale developments may reduce the resilience and therefore sustainability of the industry.

Casual Employment: A Problematic Strategy for the Registered Clubs Sector in New South Wales

Since the 1980s casual employment in Australia has been increasing rapidly, especially in service industries like hospitality. There have been a number of explanations suggested for this increase, including increased flexibility and lower costs. The casualisation of the hospitality sector would suggest that the benefits from casual employment are straightforward. However, the situation may not be so straightforward. This paper uses data from registered clubs in NSW, an important sector of the hospitality industry, to examine the extent of casual employment in the sector and the reasons for it. While the findings do indicate a high level of casual employment in the industry, it appears that club managers are divided over the benefits of a casualised workforce. Most managers believe that casual employment does increase flexibility; however, there is uncertainty amongst managers about the labour cost savings associated with casual employment. Due to these uncertainties, it appears some club managers have adopted a strategy of reducing the level of casual employment in their clubs while other club managers are pursuing a policy of increasing the level of casual employment. These contradictory intentions indicate the problematic nature of casual employment for the sector.

Indigenous Entrepreneurship In Northern Nsw, Australia

A number of solutions have been suggested for overcoming the considerable and entrenched economic and social disadvantage indigenous Australians face, including the encouragement to gain employment in the mainstream economy and to become entrepreneurs. Governments of all persuasions have implemented policies to encourage indigenous entrepreneurship; however, most appear to have had little success. To support and promote indigenous entrepreneurship effectively, it is important to identify the factors that either promote or hinder entrepreneurial endeavors. This paper reports on a study that used a qualitative research approach guided by a social constructivist paradigm to examine the experiences of Indigenous entrepreneurs in Northern New South Wales, Australia. The study results indicated that participants were found to possess characteristics of confidence, strong self-determination and ambition, and a desire to achieve. The role and influence of spouses, extended family and other role models were important determinants of entrepreneurial success, as were access to financial capital and established business networks. Above average education levels, prior industry experience and the assistance of mentors were also found to positively influence success. Lacking access to financial capital was a major hindrance. Participants also found government assistance programs confusing, unwieldy and difficult to access. Other hindrances included the presence of racism and discrimination; and difficulties reconciling business needs with the requests and needs of family, culture and community.

Enterprise bargaining in small business: a comparative study of the Australian construction and hospitality industries

A major change in Australian industrial relations system since the early 1990s has been the shift from conciliation and arbitration to formalized enterprise and individual bargaining. These changes occurred at the federal and state levels. At the federal level, the introduction of individual bargaining through Australian Workplace Agreements (AWAs) and award simplification has resulted in substantially reduced reliance on awards. However, the small business sector has been viewed as reluctant participants in formalized bargaining for various reasons. Despite this reluctance, during the late 1990s there have been increasing numbers of small businesses negotiating collective agreements at the federal level. This article examines 102 certified agreements involving small firms from the construction and hospitality industries in order to identify the outcomes from these agreements. The study found that the increasing incidence of small businesses adopting enterprise agreements are largely due to the fact that state awards have disappeared in Victoria thereby necessitating a move to certified agreements under the federal Workplace Relations Act 1996. The study shows that in small to medium enterprises employees who are highly organized, and represented by unions, can obtain improvements to conditions of employment under enterprise bargaining. These conditions are often obtained through the use of sustained pattern bargaining campaigns, particularly in the construction industry, and especially in Victoria. Conversely, where union coverage is weak employers are capable of using enterprise bargaining to obtain changes in working conditions that, with regard to pay rates, penalty rates and flexible hours of work in particular, are of benefit to the employers and are in some cases a major change to those existing under the award.