Quality in tourism through the empowerment of tourists

Managing Service Quality: An International Journal

Volumn 11, Issue 4, 2001, Pages 287-296

  Hjalager, Anne Mette ^a  

^a Advance Aarhus C ^*  (Denmark)

Author keywords

Consumer behaviour; Empowerment; European Union; Regulations; Tourism

Indexed keywords

EID: 84986079241     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520110397995     Document Type: Article

References (18)

1. Becker, C. (1996), “The scientific management of hospitality service: integrating quality and productivity”, in Kotas, R. et al. (Eds), The International Hospitality Business, Cassell, London, pp. 272-81.
2. Butler, R.W. (1980), “The concept of a tourist area cycle of evolution: implications for management of resources”, Canadian Geographer, Vol. 24 No. 1, pp. 5-12.
3. European Commission (1999), ‘‘Towards quality rural tourism”, Integrated Quality Management (IQM) of Rural Tourist Destinations, Brussels.
4. Gilpin, S.C. and Kalafatis, S.P. (1995), “Issues of product standardisation in the leisure industry”, The Service Industries Journal, Vol. 15 No. 2, pp. 186-202.
5. Hjalager, A.-M. (1999), “Consumerism and sustainable tourism”, Journal of Travel and Tourism Marketing, Vol. 8 No. 3, pp. 1-20.
6. International Federation of Tour Operators (1994), Planning for Sustainable Tourism, The Ecomost Project, London.
7. Kinlaw, D.C. (1995), The Practice of Empowerment, Gower, Aldershot.
8. MacCannell, D. (1976), The Tourist. A New Theory of the Leisure Class, London.
9. Maylor, H. (2000), “Strategic quality management”, Moutinho, Luiz (Ed), Strategic Management in Tourism, CAB International, Wallingford, pp. 239-56
10. Murphy, P.E. (Ed.) (1995), Quality Management in Urban Tourism, John Wiley & Sons, Chichester.
11. Nava, M. (1991), “Consumerism reconsidered: buying and power”, Cultural Studies, Vol. 5 No. 2, pp. 157-73.
12. Nelson, R.R. (Ed.) (1993), National Innovation Systems, Oxford University Press, New York, NY and Oxford.
13. Plog, S.C. (1974), “Why destination areas rise and fall in popularity in Cornell”, H.R.A. Quarterly, Vol. 9 No.4, pp. 55-8.
14. Ross, G.F. (1994), “Service quality ideals among hospitality industry employees”, Tourism Management, Vol. 15 No. 4, pp. 273-80.
15. Sarel, D. (1991), “Measuring perceived quality and satisfaction. The experience of cruise line industry”, ESOMAR (Ed.), Seminar on Travel and Tourism in Transition, The Research Challenge, Amsterdam.
16. Taylor, S. (1997), “Empowerment or degradation? Total quality management and the service sector”, in Brown, R.K. (Ed.), The Changing Shape of Work, Macmillan, London, pp. 171-202.
17. Tse, E.C.-Y. (1996), “Towards a strategic total quality framework for hospitality firms”, in Olsen, M.D., Teare, R. and Gummesson, E. (Eds), Service Quality in Hospitality Organisations, Cassell, London, pp. 199-213.
18. Wynne, J. (1993), “Power relationships and empowerment in hotels”, Employee Relations, Vol. 15 No. 2, pp. 42-50.