Taylor's FSLM Journals

Table of Contents

Great Expectations: Building Research Capacity in Vocational Tourism and Hospitality Institutes
Alana Harris & Paul Kloppenborg
Abstract: Significant changes are taking place in post-secondary tourism and hospitality education in Australia. Along with an expansion of degree offerings by universities, vocationally focused degrees are also emerging from Vocational Education and Training (VET) organisations also registered as Higher Education Providers (HEP). Among the…
The Australian Tourists’ Travel Motivation and Pre- and Post-Images of The Philippines as their Destination
Allan B. de Guzman, Belinda V. de Castro, Josephine Fatima V. Calanog, Apple Joanne R. Taguinin, Jay Rhyan S. Afalla, Anna Lorraine R. Aldover & Marie Toni C. Gotangco
Abstract: This quantitative study aims to identify the travel motivation and the pre- and post-images of 205 Australian tourists of the Philippines as their destination. Data were gathered, using the multi-aspect researcher-made instrument (Cronbach Alpha Test = 0.97). Respondents were first made to fill in a ‘robotfoto’ for purposes of profiling their baseline characteristics. They were later asked to rate the listed indicators, using…
Email as a Customer Service Tool: An Investigation into Email Reply Quality of Malaysian Hotels
Noor Hazarina Hashim
Abstract: This exploratory research applied the Diffusion of Innovations theory to investigate email presence and examine the quality of email reply by 530 Malaysian hotels. Of the 530 hotels, only 359 hotels provided email information on their website and 167 replied to the mock email. This study used content analysis technique to measure the quality of email response based…
Factors Determining Choice of Full Service Airlines and Low Cost Carriers: The Case of Malaysia
Tuck Sai Boey, Erdogan H. Ekiz & Yusniza Kamarulzaman
Abstract: Air transport is a vital component of the overall travel and tourism industry, and air services have played a major role in the growth of tourism in many parts of the world. Particularly, increasing competition and technology advances have created a challenging environment for airline companies. Thus knowing passenger preferences has become more important than ever…
The Impact of Internships on Students Undertaking Tourism and Hospitality Programs
Scott Richardson & Gareth Butler
Abstract: This paper investigates student’s perceptions of their internship within tourism or hospitality courses. The main purpose of this research is to gain a better understanding of what the current generation of students think about the internship process. Much has been written about the different learning models that are applicable to the education…
Empowering Women through Tourism: A Study of Kullu Valley
Sushma Rewal Chugh
Abstract: This paper examines the issue of women empowerment through tourism in Himachal Pradesh, a predominantly rural state where tourism is a flourishing industry. The tourism industry cannot be visualised without women participating actively in the growth of the industry. The role of women in informal tourism settings such as running home-stay facilities, restaurants and shacks, crafts and handicrafts, handloom, small shops…
Book Review: Noe, F.P., Uysal, M. & Magnini, V.P. (2010). Tourist Customer Service Satisfaction: An Encounter Approach New York: Routledge Press
John T. Mgonja & Clemson University
Provision of high quality service to customers is the central goal that all service businesses struggle to accomplish from time to time. The ability of a service provider to deliver high quality service is considered an essential strategy for success and survival in today’s competition. Service encounter is considered to be one of the factors influencing customer perceptions…