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EXECUTIVE SUMMARY
This project report pertains to the booking procedure in South Hall Hotels, an assessment
has been given and the ways been suggest to improve the current booking procedure.
The purpose of this project is to make the students have thorough knowledge of the topics
given to them. I learned a lot from the hard work I put in to collect information regarding the
same, which would be of great use in my near future as a professional.
Justification cannot be done to whatever I have learnt within a few pages but I have still
tried my best to cover as much as possible about An overview of the attitudes and behavior of
stakeholders of the tourism industryin this report.
Being students, we need to be aware of the organization internal environment. Visits to
Hotels help us to understand these concepts related to the working and specially the stakeholders
attitude and behaviour.
As Southhall Tourism started growing in bigger size, a need was felt to have promote the
development and better maintenance of facilities and it could only be done to take care of
stakeholders views in mind.
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1. INTRODUCTION
Travel and tourism is the worlds largest creator of jobs in most countries, providing
employment for over 100 million people worldwide (World Tourism Organisation, (WTO)
(1997), p. 212).
There is, however, disagreement amongst professionals and economists about the
economic impact of tourism as pointed out by Sutcliffe, 1985 and Fletcher, 1989. There is,
nevertheless, the consensus amongst commentators that tourism contributes significantly to
foreign exchange, to the Gross Domestic Product (GDP) and employment (Harrison, 1997). In
the Pacific, international tourism experienced accelerated growth during the 1960s and the mid
1970s.
The consequences of the industrys growth on island communities became of a serious
concern for social scientists, tourist industry professionals and the islanders (Deburlo, 1984;
Farrell, 1977; Fox 1975; and Parr 1975). There is also disagreement whether tourism is an
effective agent for economic change given the island states sizes and the nature of their small
economies (Varley. 1978, p. 100; WTO, 1999, p.4).
Tourism is a significant industry in these areas, as in many of the worlds poorest
countries. It can have important impacts on the livelihoods of the worlds poor, but these impacts
are rarely well understood and may often be negative. Strategies for enhancing impacts of
tourism on the poor need to be developed. This requires starting with understanding how
different tourism approaches affect local people, how the wide range of costs and benefits are
distributed among stakeholders and what factors affect benefits to the poor. However, there is a
general lack of information on which to base such an understanding, despite a growing interest in
promoting local benefits from tourism, particularly around nature conservation areas.
Some focus more on the processes of change, some on identifying impacts. Interventions
that have enabled local communities to maximize gains and minimize losses from tourism
activities are included though are not prominent. Some case studies deal with specific groupssuch as vendors and women and provide useful insights into processes and impacts affecting
these groups. Given their different scope, methodologies, purposes, timing and scale, strict
comparisons are difficult. Nevertheless, some instructive comparisons and contrasts emerge from
a review of key points from each. Given the destination focus of most case studies, issues at the
national or regional levels or macroeconomic issues are not addressed (with the exception of2
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Nepal). Generally, economic linkages are not well explored in the literature that has been
reviewed here, although those that do address linkages highlight their importance. The case
studies are also limited in their analysis of private sector impacts, and of tourists perceptions and
preferences. There is also relatively little information on exclusive resorts and the impact they
have on the immediate environment, though research indicates that a whole range of new issues
emerge from the development of such resorts.
Sustainable Tourism: A Non-Governmental Organization Perspective
A. Introduction
Tourism is a rapidly growing phenomenon and has become one of the largest industries in the
world. The impact of tourism is extremely varied. On one hand, it plays an important and
certainly positive role in the socio-economic and political development in destination countries
by, for instance, offering new employment opportunities. Also, in certain instances, it may
contribute to a broader cultural understanding by creating awareness, respecting the diversity of
cultures and ways of life. On the other hand, as a tool to create jobs, it has not fulfilled its
expectations. At the same time, complaints from tourist destinations concerning massive
negative impacts upon environment, culture and residents' ways of life have given rise to a
demand for a more sustainable development in tourism. Different parties will have to be
involved in the process of developing sustainable tourism. This section focuses on what the
tourism industry itself can do in order to increase its sustainability, defines three major problems,
and suggests possible tourism initiatives to help solve these problems. Other problems should
also be included in the discussion for it to become exhaustive.
B.Industry Initiatives for Sustainable
Tourism
Problems
Decreased access to natural resources for the local communities and environmental
degradation
Tourism is not, as many people assert, a clean and non-polluting industry. A major problem is
the lack of a common understanding of what sustainable tourism or "ecotourism" means. This
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ambiguity leads to violations of environmental regulations and standards. Hence, the
environmental problems evolving from tourism are manifold. First of all, the tourism industry is
very resource and land intensive. Consequently, the interest of the tourism sector will often be in
conflict with local resource and land use practices. The introduction of tourism will imply an
increased stress on resources available. An influx of tourists into the area will lead to a
competition for resources. Employees working at the tourist sites compound this competition.
Almost as a rule, tourists are supplied at the expense of the local population.
Tourist activities imply an intensified utilisation of vulnerable habitats. Investors and tourists do
not necessarily possess awareness on how to use natural resources sustainably, and subsequently
this utilisation often leads to a degradation of resources. Tourism is also a major generator of
wastes. In most tourist regions of developing countries, sewage, wastewater and solid wastedisposal are not properly managed or planned. Lastly, tourism is also responsible for a
considerable proportion of increased volumes and mileage in global transport and hence the
associated environmentally damaging pollutant emissions. The tourism industry has not shown
sufficient willingness to (internalise or) compensate the cost of conservation of bio-diversity in,
for instance, protected areas, even though they can profit from it.
Increasing cultural erosion and disrespect for human rights
Tourism is a powerful agent of change. International tourism acts as a catalyst for the transition
from traditional ways of life to so-called modern, Western forms of society. Accordingly,
tourism often brings with it the introduction of new behaviour trends and norms. Very often,
these are contrary to traditional norms existing in the host community, and can come into conflict
with its cultural identity and threaten the traditional value systems there. The problem is that the
investors seem to have a lack of cultural understanding of the invested society. There is a need
for an increased awareness that establishment of new hotels etc. will have its consequences on
the society and the people who live in it.
Tourism has become associated with violation of human rights. Many destination countries have
experienced an increase in criminality, prostitution, alcohol and drug abuse as a consequence of
tourism. Furthermore, child labour is commonplace in the tourism industry (particularly in the informal sector).
According to estimates made by ILO (International Labour Organisation), between 3 and 19 million children and
teenagers work in the tourism sector. A particularly abominable form of violation of human rights is child slavery
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and despicable abuse of children taking place in the booming sex industry in many countries. In these countries,
tourism has led to an incredible increase in prostitution and also in the exploitation of children. The tourism industry
has not yet come up with a general condemnation of these violations of human rights.
Unqualified jobs and foreign exchange leakage
The tourism industry is characterised by a high degree of monopoly, which implies a
concentration of services and profits into very few big transnational corporations. In many
countries, tourism facilities mostly belong to foreigners. Furthermore, in local host communities
in many countries a relatively small number of people are involved in the tourism industry in
host communities in many developing countries. Very often, there is a lack of qualified
manpower in the locality. Hence, most employees are recruited form the big cities, neighbouring
countries or even from the country of origin of the investors.
Multiplier effects from tourism are less significant than is often assumed. One reason is that
tourism industries purchase most of their inputs (materials, products or services) in their country
of origin. As a result, a considerable amount of foreign exchange revenues leaks from the
destination countries. The more goods, services, physical capital and human capital a country
must import for its tourism services, the higher the leakage. Very often the investors are not
approaching the local community to see what it actually can provide. In addition to this, the
General Agreement on Trade in Services (GATS), with its liberalisation of global trade and
services, is increasingly undermining the possibilities of individual countries and regions to
control their tourism industries and the possible economic gains from tourism.
Solutions
Decreased access to natural resources for the local communities and environmental
degradation
In general, the tourism industry should engage in promoting sustainability as a hallmark for
investors. More specifically, investors in tourism should strive to adopt environmentally sound
technologies or other measures to minimise the consumption of local ground water. In the case of
water utilisation, such measures might be water saving equipment, desalination systems and
collecting and utilising rainwater. Using other types of resources in a sustainable manner is, of
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course, also crucial. There is a need to use ecological materials and installation of renewable
sources of energy systems (solar energy) in all new buildings and new construction. Furthermore
there should be an acceleration of installation or solar/wind power in all public work projects of
communities where tourism will be introduced. To prevent or minimise the impact of chemical
inputs in soil, water and health, one should start utilising sound ecological methods, including
IPM (Integrated Pest Management). Ecological methods need to be applied in all areas utilised
for tourism, including in the maintenance of golf courts, gardens and recreational facilities.
Pollution of ground and coastal waters must be prevented, and recommendations must be made
(perhaps even legislation) for tourism investors to invest in proper sewage treatment facilities.
Appropriate waste disposal systems and ways to separate garbage into organic and non-organic
waste should be developed. Organic waste can be composted and possibly reused on hotelgardens or even for local farming. This could be done through collaboration with local residents.
Residents could organise themselves and manage the allocated dumping sites, and hence benefit
from the system in receiving payment from the hotel for services rendered. A system to separate
the different materials, and recycle some should be in place at the landfill site, thus reducing the
waste even further.
To avoid degradation of the natural environment, tourism projects can help finance protected
areas and safeguard ecologically sensitive regions against further environmental deterioration.
By empowering local populations and have them participating in the entire process,
sustainability will be ensured as it becomes accepted by and adjusted to the local communities.
Also, a protected area might certainly be a suitable tourist-attraction, where tourists can
experience amazing nature and learn about conservation and traditional uses of natural resources
in the area.
Investors in tourism should always respect the traditional land tenure system in the area and the
traditional user-right systems of resources. In regard to this, the communication and consultationwith the local communities about resource-use is important. Tourism investors should not
exclude local people from using local resources, and thus take away what they depend on for
maintaining their well being. The tourism industry can and must take initiatives to implement
that polluter(s) pay a principle (or other forms of internalisation of externalities) for pollution
related to tourism operations. This may be organised and carried out through local tax systems or
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through funds established by the tourism industry for local community development. However,
the paid principle should be applied for minor pollution only and should not be developed into a
possibility for investors to pay a symbolic fine for imposed irreversible negative impacts on the
local environment.
Inaccurate and/or mild environmental legislation in destination countries may possibly attract
more foreign investors contributing to fast economic growth and development, but with
environmental damage as a consequence. To avoid the dilemma, destination countries will have
to choose between economic development and environmental protection international.
Multinational enterprises must be committed to follow the environmental standards of their home
country should these be stricter than those at the destinations.
Increasing cultural erosion and disrespect for human rights
The tourism industry should promote projects, which are compatible with the cultural identity of
the local population's way of life. Furthermore, the tourism sector should always make sure it
acts in accordance with the cultural heritage, and respect the cultural integrity of tourism
destinations. This might be accomplished by defining codes of conduct for the industry and
hence providing investors with a checklist for sustainable tourism projects.
Establishing and developing tourist training programmes could be one way of managing codes of
conducts for the tourists. Here, tourists can be informed and educated about the destination for
their travel both before and after their arrival at the site. At the site, tourist information centres
can be established through funding from the investor. The information given to tourists should
include codes of conduct regarding appropriate behaviour and clothing. It is reasonable to
assume that people's offending behaviour is largely a consequence of ignorance rather than
intention. Consequently, information and facts about the destination, ways of life, history,
cultural heritage is crucial to help tourists get along.
It is an absolute must that tourism investors do not engage in or promote child labour and
prostitution. Moreover, it is appropriate that the industry commit themselves to a global
campaign against such and any other violation of human rights. Evaluating the sustainability of
the tourism development, in regards to cultural and human rights aspects, is highly recommended
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for those responsible for the tourism projects. As with the case mentioned earlier of preventing
environmental degradation, this must be carried out through communication and consultation
with the local communities.
Unqualified jobs and foreign exchange leakage
By devising local training programmes and establishing educational projects, the tourism
industry can ensure that qualified local people are employed in their projects. One should train
the local people instead of foreigners to become guides due to their knowledge of the area and
resources. The investors should be responsive to the kind of knowledge, abilities and skills found
in the local communities. Very often such knowledge and skills are well fitted to be used in
tourist activities be it fishing trips, nature trails, souvenir sales or dancing courses for tourists etc.
To constrain foreign exchange leakage, those responsible for the tourism projects should ensure
that local inputs are purchased for their projects. A proper examination of local resources
available will be beneficial for both the industry and the local residents. Usually, there is
considerable local willingness to start producing new products if a market for these products
exists. The tourism sector should also adopt measures to prevent foreign exchange leakage by a
commitment to re-investment of a fair share of the locally accrued profit. We have already
mentioned protected areas, training programmes on codes of conduct for tourists, or possible
training of local employees, as projects in need of funds. Initiatives towards more local
community development projects should also be appropriate.
The tourism industry should promote the establishment of small and medium-sized tourism
enterprises which, compared to large-scale hotels etc., have far more moderate impacts on the
environment. It is the industry's responsibility to act as a model for communities to show that it
is possible to do business whilst protecting natural resources. The industry should also promote
and support local communities to start tourism-related businesses and grant access to low interest
loans. It is the responsibility of the tourism sector to ensure total transparency in all transactions,
and to prevent tourism projects from being used as projects for laundering illicit money, as well
as to refuse using bribes as a means to obfuscate or avoid government rules and regulations.
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There should be a global boycott against those investors involved in such or other types of illegal
activities.
General recommendations and possible solutions which concern all three problem areas
Empowerment of residents at tourist destinations, through local participation, may be facilitated
by providing written and legally binding contracts between local people and tourism investors.
The contracts will help to avoid broken promises, which too many examples and previous experience prove to be a
huge problem. In addition to the mentioned examples (providing proper information for tourists and establishing
training programmes for residents), the tourism industry, through for instance the WTTC or the WTO with NGOs in
the selection panels, could issue awards especially for sustainable tourism projects as an encouragement for
investors.
Agents and Partnerships for change
In this section, the focus has been on what the tourism industry itself can do in order to augment
and improve its environmental, cultural, social and economic profile and make sure this is
sustainable. However, the industry's effort cannot be successful without a profound collaboration
with all stakeholders.
Within the industry, it is important that both small and large-scale tourism operators are included
in the collaboration and that they participate in solving problems related to tourism development.
As mentioned, a sustainable development of the tourism industry can only be ensured through
participation of all local residents in the destination countries. There is a need for a willingness
and ability for the partners to work with this kind of bottom-up approach. In this context, both
environment and social NGOs have an important role to play, putting pressure on the industry
and facilitating contracts and local participation for community development. Governments in
both destination and countries of origin of tourists and investors are responsible for providing
appropriate legislation for sustainable tourism development, and to follow up the tourism
projects with sufficient monitoring and appropriate sanctioning. Exchange of successful
experiences of sustainable tourism projects is an important factor in this connection. Lastly, an
interdisciplinary approach to the problem is necessary: using local, regional and/or international
consultative forums.
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C. Influencing Consumer Behaviour to Promote Sustainable
Tourism Problems
International tourism plays an ambivalent role in contributing to cultural exchange and
sustainable development. On the one hand, it involves a highly buffered, short-term consumer
experience of other locales. Tourists can pay and leave, remaining isolated from negative
impacts at the local level. On the other hand, tourism may increase recognition of the importance
of respecting cultural diversity and developing an identity as a world citizen. It offers
opportunities to educate consumers regarding responsible tourism and sustainable development.
Consumers can play a major role in the transformation of societies towards sustainability. While
mass tourism in the past was rather producer-driven, the industry today is becoming increasingly
consumer-driven. In highly competitive tourism markets, well informed, responsible consumers
can put increasing pressure on the industry to behave more responsibly.
A number of official proclamations have affirmed every individual's right to rest and leisure
including tourism. However, tourism remains an unobtainable luxury for the majority of the
world's population. Tourists primarily originate from affluent industrialised societies where
tourism has become a mass phenomenon. Tourists' values, attitudes and behaviour are
determined by their social environment, cultural identity and way of life which may be in
conflict with local customs. Tourism is heterogeneous in nature, made up of many different types
of traveller, seeking a wide range of tourism products. Demand is influenced by irrational
factors, e.g. fashion and trends. Demand depends on the availability of time and money, on
images, perceptions and attitudes. Tourists have various needs, desires and motivations, both of a
'push' and 'pull' nature. While household incomes in major tourist-sending countries are
declining, industry sales projections continue to grow, indicating increasing competition. The
consumer mind is set on discount prices and "buy now/pay later" options. This poses serious
threats, as prices already lag far behind any realistic accounting of tourism costs and impacts.
Many of the demand patterns in tourism reflect the unsustainable lifestyles of industrialised
consumer societies. Tourism acts as an agent in exporting these life-styles and consumerist
attitudes to less industrialised societies via demonstration effects and modelling. Tourism
increases demand for imported consumer goods in the destinations, with detrimental effects on
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the environment, due to the ecological costs of transport and the high amount of waste generated.
Increasing imports also reduce local/national economic gains, due to foreign exchange leakage.
The over-consumption of resources by tourists and tourism infrastructure (e.g. the excessive use
of water, firewood or food) is incompatible with sustainable development. The carrying capacity
of natural environments is often exceeded with the addition of tourism demands. Tourist demand
for resources (land, water, energy, food) may also compete with the needs of local people and
may increase social inequality, gender inequality and injustice. Tourist transport, especially air
travel, is highly energy intensive and causes pollutant emissions. Many tourism activities such as
skiing, boating, mountain hiking, motorised water-sports (e.g. jet skies), and trekking represent
stress for fragile ecosystems. Tourists often lack information and awareness about their impact in
a different culture and environment, about their impacts on socio-economic and socio-culturaldevelopment, and about the environmental costs of tourism. While tourists may be open to
learning, they are often unaware of inappropriate behaviour and have little guidance on how to
improve them. Others may refuse to adapt to local life-styles (even when informed) insisting on
their freedom to behave as they want.
While the tourism industry may be willing to improve their products and services, there is a
conflict between the industry's pursuit of economic gains and social and environmental
responsibility. The industry lacks information on the requirements of sustainable tourism and on
how to integrate economic forces with environmental and social requirements. Tourists shopping
for escapism generally abide by one fundamental consumer ethic: receipt upon payment.
Consumer advocates may intervene where inferior customer service is delivered. However, the
sustainability of corporate practices is self-regulated. This conflict of interest within the industry,
and consumers' low awareness of tourism impacts, have led to a widespread abuse of 'green'
labeling.
The mass media, especially television through films and reports about events, sights, etc. in other
parts of the world, are increasingly influential on travel decisions and consumer behaviour in the
destinations. However, these programmes often serve primarily as advertisements, painting
images of destinations, rather than providing relevant information for potential travellers.
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There is a lack of reliable and appropriate (e.g. age and gender segregated) research data on the
determinants of tourist demand, motivation and behaviour. Few countries, whether tourist-
sending or tourist-receiving, collect such data that are helpful under sustainable development
criteria. Most studies of tourist behaviour focus on mainstream markets or market segments,
rather than assessing or modelling sustainable alternatives. Governments in many tourist
destinations and local communities have little or no information on what to expect from tourism
and the incoming tourists, and how to influence and control tourism and guide tourist behaviour;
They are controlled by international/global institutions, the industry and the consumers.
Governments of the affluent countries are only beginning to look at the issues of outgoing
tourism. They are not yet sufficiently aware of their responsibility and methods to influence
tourist behaviour by political and legal guidelines/criteria and appropriate planning and policies.
Trade unions have fought successfully for shorter working hours and more vacation. However,
they need to take more responsibility for helping to create a leisure industry that is more
sustainable.
Solutions
Consumer behaviour can and must be influenced by:
Fighting unsustainable forms and aspects of tourism, at the various levels, by
sanctioning unacceptable behaviour and discouraging inappropriate consumer
behaviour.
Promoting responsible and sustainable patterns of behaviour, at the various levels,
by promoting best practises and encouraging responsible consumer behaviour. There
are different types of instruments and remedial measures available:
Legal measures (rules, regulations, sanctions);
Market based instruments, such as taxes to influence market prices;
Promotion of and (financial) support for best practice;
Industry self-monitoring/codes of conduct;
Information, education and research.
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2. ROLE OF STAKEHOLDERS IN TOURISM
As tourism within a destination develops, so do the needs and expectations of the
stakeholders involved. The tourism industry is extremely competitive. Countries are aggressively
promoting themselves as ideal holidaying destinations in a bid to realize the long term profits
available within the sector. Destinations are therefore challenged with having to distinguish
themselves from the competition to gain competitive advantage. Recent developments within the
industry thus raise the question, how best can tourism success be defined and what does tourism
success mean to the stakeholders involved?
(Bornhorst, T., et al.,Determinants of tourism success for DMOs & destinations: An empirical
examination of stakeholders perspectives2009.06.008)
True to the stakeholder concept, the tourism industry is a great illustration as to why
stakeholder management is required in order for a destination to remain competitive. As the
tourism sector develops the need to involve the perspectives of various groups who are affected
or capable of affecting tourism success becomes imperative (Getz et al,). For instance, mass
tourism raised awareness on the need to involve the local community and environmental
supporters to ensure protection of culture and resource base through sustainable tourism
development practices for future tourism.1
Establishing tourism success from the perspective of primary stakeholders such as the
Destination itself and Destination Management Organizations (DMOs) like the National Tourism
Boards is vital. This is because it enables destinations to benchmark their performance in order to
measure their success relative to that of their competitors. According Ritchie and Crouch, the
success of tourism is dependent on the input and output. This is indeed true as companies
that strive to achieve profit from their products tend to invest heavily in advertising the existence
and benefits of their products as a means of generating sales.
The Bornhorst et al. (2009) article affirms the need to incorporate the perspectives of
various stakeholders using the study conducted on the Canadian tourism industry. It is through
1http://www.tourism-master.nl/2009/10/04/the-measures-of-tourism-success/
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this study that we are able to categorize the determinants of destination success based on input,
process and performance variables. These determinants are evidently similar to those required in
determining the success of the DMOs.
The perspectives of the stakeholders are indeed beneficial as one realizes that adestinations tourism success does not lie only within its economic measures (output). But also in
the destinations product and service (input) and the manner in which this is communicated
(process). Thus destinations such as Malaysia are slowly beginning to gain competitive
advantage within the international markets. This is because their input variables such as diverse
culture complimented with the consumer advertising campaign (process) Malaysia Truly Asia
and concerted efforts (process) of the Association Southeast Asian Nations (ASEAN) establish
the destination as a competitor within the international markets.2
Stakeholder management by DMOs such as National Tourism Boards is also essential to
achieve tourism success. For instance, National Tourism Boards act as a neutral body and thus
strive to minimize conflict and balance the voices of the stakeholders. This in turn ensures the
involvement of stakeholders such as the local community who will not receive the tourist in a
hostile manner thereby resulting in low visitor arrival figures. For instance, South Africas
Xenophobia demonstrates the need for stakeholder management if tourism is to be a success.3
It is therefore evident that a relationship exists between the destination and the DMOsdespite the fact that they differ on the variables of funding and personnel. Therefore for a
destination to achieve tourism success, the involvement of the primary stakeholders such as the
destination itself and the DMOs is essential. As indicated by Hales, stakeholder management
demonstrates a shift from centralized, process oriented bureaucracies to a more decentralized
form of management. Thus, standardized operating systems have been replaced by holistic
integrated systems whereby identified stakeholders are proactively involved in achieving the
destinations tourism success. This establishes an agreeable environment that encourages
compromise on variables consequently resulting in a cohesive marketing initiative.
2 Bornhorst, T., et al. (2009). Determinants of tourism success for DMOs & destinations: An empirical examination
of stakeholders perspectives. Tourism Management, XXX, 1-18.3 Donald Getz and Seldjan Timur. involvement in sustainable: balancing the voices. 231-245.
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Tourism literature and research output point to the need for increased collaboration in managing
stakeholders interests (Jamal and Getz 1995; Keogh 1990). Jamal and Getz (1995) have
suggested that although some people try to present a definitive argument as to the impact of
tourism on community development (i.e. promotes or destroys the overall quality of life),.the
crux of the argument presented in much of the literature is the need for more active involvement
of all people affected by the proposed development. This, they have suggested, is similar to the
underlying premise of stakeholder theory.
There are several stakeholders whose interests have to be taken care of and harnessed in the
tourism industry based on native land. Freeman (1984) states that a stakeholder in an
organisation is, by definition, any group or individual who can affect or be affected by the
achievement of the organisation objectives (1984:46). By the same token, the stakeholder can
also affect or be affected by the failure of the organisation. A group qualifies as a stakeholder if
it has a legitimate interest in aspects of the organisations activities.
First amongst the stakeholders are the native landowners who, between them, have varying and
differing levels of rights over the land (Stanfield, 1997). Their interest lies, first and foremost, in
the benefits they receive for the use of their land.
Tourism activities comprise the worlds largest industry with over three trillion US dollars in
revenue produced. Despite its economic significance, debate continues as to whether or not
tourism truly benefits all stakeholders involved. According to Lea (1988), at a most basic level,
two schools of thought exist regarding its role in community and/or market development. He has
stated that for the political economy, tourism has been viewed as an exploitative force which
emanates from the desire of affluent middle classes in metropolitan countries. There is the
other view that poor and less developed countries take on tourism in the belief that this form of
economic activity will address their economic problems.
2.1 ANALYSIS OF IMPACTS ON STAKEHOLDERS
In most cases, tourism is part of a wider phenomenon of globalization, modernization, and
development. The factors necessitating or facilitating the development of tourism may differ
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from country to country. The pressure of demand from tourists has been a significant factor in
opening up tourism, often despite an absence of suitable facilities. Highway expansion, tourism
promotion by national and international agencies, development of a domestic tourism segment,
or disruption of local livelihoods necessitating a switch to new activities are other factors that
have played a part in some cases.
International aid agencies, notably the International Monetary Fund and soft-loan organizations,
have often supported the development of the industry as an important means of earning foreign
exchange. Emphasis has often been placed on building luxury facilities to attract foreign tourists,
while domestic tourism, which can and often does provide a more sustainable market and better
income opportunities for the local communities, has rarely been given priority. Tourism
development plans have tended to ignore the negative impacts that can be inflicted. In the
tourism planning process in most Southeast Asian countries in the 1970s and 1980s, it was
assumed that any economic gains tourism brought to local communities would more than
compensate any losses. Little attention was given to the impact that diversion of natural
resources for tourist facilities would have on local communities or the environment.
Most of the case studies focus on local impacts and do not give adequate attention to the wider
picture. Therefore, it is impossible to assess how local costs and benefits from tourism should be
weighed against wider national economic objectives. Information on gains at the national level
was only available for Nepal, where tourism only contributed around 40% of GDP in 1992 but
was a leading export industry and employment generator (CREST, 1995a). The details suggest
that benefits of tourism to national economies can be quite limited in practice. Nepal has a dual
economy, with the modern sector (incorporating tourism) concentrated in certain pockets. A low
proportion of tourism expenditure is retained in Nepal as the ratio of import content is 65.2% of
goods and services provided for the tourism sector and 55.3% for tourism related activities (the
tourism sector includes accommodation, catering, transport and other facilities, while tourism-
related activities include handicrafts, carpets and garments). Profits generated by the tourism
sector have leaked out partly due to the capacity constraints of the domestic economy. However,
as black market earnings are underestimated, leakages tend to be overestimated (CREST, 1995a).
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The case studies do not consider the duration or cyclical fluctuations of the impacts of tourism.
Most of the case studies analyzed were conducted before the impact of the current economic
crisis in Asia was felt, so analysis is based on a time of large and increasing number of tourists
from other Asian countries.
The following sections review the evidence from the case studies concerning different types of
impacts, their distribution and the key factors affecting them. The focus is on economic,
livelihood a socio-cultural impact at local level, because this is the focus of the case studies
reviewed. However, the role of macro-economic factors, governmental and other institutions is
considered (in 3.6), in terms of how they influence impacts at local level.
2.1.1 Economic impacts
The way in which local people are economically affected by tourism depends critically on
whether and how they participate in the industry. While definitions may blur, it is useful to
distinguish between participation in the formal sector (such as hotels), the informal sector (such
as vending, boating) and in the secondary enterprises which have linkages with tourism (such as
food supply). As indicated below, the case studies suggest local participation in the formal sector
is highly variable, participation in the informal sector is often considerable and very important,
while linkages are often critical in handicraft production but variable or limited in other sectors.
Formal sector
The better-off segments of local communities tend to dominate accommodation provision, but
do not always monopolies it. As tourism is introduced, the relatively better-off households can
begin by offering hospitality through home-stays, in many places only charging for food. Home-
stays also become an important source of income in more developed destinations during peak
seasons when accommodation in guest houses, lodges and hotels is not easily available. In
Cemoro Lawang/Ngadisari (Indonesia), some accommodation is provided by poorer people,
especially in households besides the road leading up to the caldera rim (Cochrane, 1997). Similar
evidence was found in other case study areas. Backpackers and domestic tourists often provide a
market for poorer households.
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As tourism grows, lodges and hotels begin to replace home-stays. In some cases, this marks an
increasing involvement of outside investors, as in the Boracay (Philippines) case study reported
earlier. In other cases, local entrepreneurs maintain a key role such as the local apple orchard
owners in Kinnaur (India) and locals who have expanded their premises in Marinduque
(Philippines). Once luxury resorts develop, as in Bali (Indonesia), the scenario becomes more
complex with international investors beginning to play an increasing role.
Transport tends to fall into a grey area between the formal sector and informal sectors. Most
destinations have a fleet of taxis, jeeps or other motorized transport, often driven by the owners.
In Kinnaur, the number of taxi drivers increased dramatically within two years of travel
restrictions to the area being relaxed. In 1992, there was only one taxi in Reng Peo, an important
town in the region, but this increased to 50 by 1994. Remote villages now also have taxi
operators (AME, 1995b).
Owners associations, operating on rota systems are becoming a common phenomenon. This is
well documented for taxis and horse rides in the Bromo Tennger study in Indonesia where horse
and jeep owners associations provide a contact point for tour operators and hotel owners, as well
as standardized prices and practices. Unfortunately, the jeep owners suffered a setback when a
road was constructed, allowing tour buses to reach a car park just below the caldera ring, the
main tourist attraction (Cochrane, 1997). In other places, taxi drivers have lost custom as
organized tours have begun to replace independent travel (Kalisch, 1997).
Information on employment in formal sector tourism is scattered and not very systematic. There
is mention of high placed jobs in resorts going to non-locals, expatriate staff, or foreign trained
nationals who are unlikely to integrate into the local community. However, there is almost no
mention about who gets the middle and lower ranking jobs. Cleaning and driving may be dull
and grim, but they can be significant sources of employment and livelihood improvement
locally. Given the potentially large scale employment in mass tourism, this area needs more
attention. It seems that middle-ranking jobs often go to urban migrants, many of whom are likely
to gradually integrate into the local society, or form a separate community with the possibility of
boundaries merging between the two (Singh, 1989; Nicholson, 1997). But the longer the resorts
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have been established, the more likely it is that local populations will pick up the skills to fill
these positions.
The potential for employment of local staff also seems to improve as one moves away from the
luxury resorts to less up market tourism. This potential is highlighted in the study on livelihood
security in two villages near Manali in India where unprecedented growth of tourism and
subsequent urban expansion has led to increased employment opportunities (mainly for men)
(Laurie Ham in Berkes et al., 1997).
Informal sector
Several case studies indicate the importance of the informal sector for enhancing local benefits.
The informal sector includes tourism-related activities such as collection and sale of fuel wood
for the tourism industry, vending, and running tea stalls. The income generated by the informal
sector can be quite staggering. 1979 estimates for Pagboche, a small village in the Khumbu
region of Nepal, showed an income of NR120,000 (approx. US$10,000)4 from the sale of
fuelwood alone. Comparisons with income from formal employment have not been made, but it
appears likely that the contribution to total income would have been very significant for 1979
(Jefferies, 1982).
In some instances, the poor can gain significantly from the informal sector related to tourism, in Pangandaran (Indonesia), for instance, informal sector activities are particularly attractive to
lower class people (and women) for a number of reasons: they do not usually require special
skills or education; they need little capital investment; they can be undertaken as a secondary
occupation in addition to routine occupations; and they do not require government permits or
follow government regulations, (Wilkinson and Pratiwi, 1995: 92). In particular, vending
provides a relatively easy entry into tourism-related trades for the poor, particularly women. It is
often a seasonal activity, providing a substantial boost to the income of poor.
However, the informal sector tends to get the least attention when interventions are planned, and
interventions are frequently detrimental to this sector particularly to vendors whose access to
tourists can be restricted. For example, in Sa Pa (Vietnam), the district aim of moving all ethnic
minority craft sellers inside a concrete market and off the streets will be detrimental to the
image and feel of Sa Pa. The market has traditionally been outside, but the authorities have built
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on the space once occupied by the ethnic minorities (Koeman, pers. comm.). It is rarely
recognized that vendors are sometimes the only point of contact between the local community
and tourists, and are hence crucial to a tourists impression of a place, as well as to the expansion
of economic opportunities for the poor. One documented exception is the initiatives in
Yogyakarta in Indonesia, where a flexible licensing system, cooperative and an association have
been established, though the authors also note that during the same time period and for the same
reasons, similar associations were established in other developing countries (Timothy and Wall,
1997).
Casual labor and self-employment provide major avenues for local communities to enhance
livelihood opportunities from tourism. Unlike formal employment, self-employment tends to
highlight the entrepreneurial spirit of village communities. Villagers are used to stringing
together a livelihood from a variety of sources, often giving them a natural knack for enterprise,
and the range of case studies highlight a wide variety of ways in which local people have
exploited their opportunities.
Casual labor or self-employment linked to formal sector tourism emerges as important. For
example, there is evidence that agencies organizing trekking and mountaineering activities in
Nepal depend on a well-organized labor market to employ porters, cooks and guides on a
seasonal basis, often with labor contractors acting as intermediaries (CREST, 1995a). An
estimate made in 1989 showed that trekking alone generated 0.51 million man-days of
employment in a year (CREST, 1995a).
The seasonal nature of tourism in most destinations can be a disadvantage, especially if the
dependency on tourism is significant. However, seasonal opportunities can also be beneficial.
They could be an additional source of income, providing a cushion in time of need. In
Marinduque Island there is a large influx of tourists during Easter, many of whom stay in private
homes, providing an extra income for the owners (Nicholson, 1997). Or, as it happens
sometimes, the tourist season coincides with the lean season, when the availability of other
income earning opportunities is low. In most regions near the sea, fishing boats divert their
activities to tourism in peak seasons, ferrying people or providing pleasure rides. In Pangadaran,
many canoe owners switch their boats from fishing to conveying tourists to the game park, a
much more remunerative activity than fishing. For the longest trip (lasting several hours) the
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price was Rp40,000 (US$21) in 1992 (Wilkinson and Pratiwi, 1995: 293). The lodges of Nepal,
the losman of Bali and the hotels and restaurants in Boracay and Sa Pa and the vending stalls of
Yogyakarta also create jobs, either seasonal or more continuous. Much of the literature lacks
specific focus and quantification, making analysis difficult.
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3. AIMS OF THE PROJECT UNDERTAKEN BY ME
The project studied by me An overview of the attitudes and behavior of stakeholders of
the tourism industry It helps to encourages to understand stakeholders attitude and behaviour
and gives an opportunity to rectify the flaws, doubts and dissatisfaction. Management can learn
what the necessity of stakeholders attitude and behaviour in South Hall Hotels. It is essential for
every organization for their current environment and which will remain in demand in future as it
helps in maintaining good management relations and promoting efficiency through stakeholders
attitude and behaviour.
OBJECTIVE OF THE STUDY
1) To know about the satisfaction levels of stakeholders attitude and behaviour of SouthHall Hotels.
2) To study the tourism development and maintenance by stakeholders.
3) To suggest the ways of improving tourism through stakeholders attitude and behavior.
4) To study the preferences given to the stakeholders attitude and behavior regarding South
Hall tourism.
HOW IT WAS UNDERTAKEN
A survey was conducted by me among the stakeholders of the South Hall Hotels,
London. Questionnaire had been prepared and filled through stakeholders regarding their view
point was studied, certain questions were asked regarding the attitude and behaviour,
suggestions to improve upon for their future betterment,and how far it is beneficial for the
South Hall Hotels. Their views helped me a lot to practically understand my project .
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4. LITERATURE REVIEW
Jarunee Tancharoen (1998) The purposes of this study were to 1) seldy types of organizational
culture on five-star hotel and four-star hotel industry in Bankok, 2) compare organizational
culture between five-star hotel and four-star hotel, 3) study the impact of the type of
organizational culture to service quality. Two-groups of questionnaire were distributed to 363
hotel officers and 336 customers. Statistical techniques used in this study were percentage,
means, and Factor Analysis, t-test and spearman correlation. The results of this study found that
most of customers were male, 30-41 years old. In five-star hotels, most of then came froth
Europe but in fourstar hotels came from Asia. The organizational culture of five-star hotels could
not be identified exactly, but tended to be constructive type. The organizational Culture of four-
star hotels was combined between constructive and aggressive. Types of organizational culturewere not related to service quality of the hotels. More over, the service quality related to
customers satisfaction. This study provides discussion and recommendation for further study.
Supawadee Kanchanawat (1998) is studied about the attitude and the influential factors
towards the large hotels catering departments in Bangkok. The results reveal that the target
group is mostly from the private sector or corporate client and individual customers. The
preference in catering style is buffet. The purpose of event is mostly seminar. Most customers do
not have loyalty to certain hotel, they move around. The most influential factor for marketing
plan are prodcut or service and promotional activaties in sale promotion. Promotion tactic play a
major role in supporting customers to make a decision.
Title: Stakeholders in sustainable tourism development and their roles: applying
stakeholder theory to sustainable tourism development
Author(s): Erick T. Byrd Journal: Tourism Review
Year: 2007 Volume: 62 Issue: 2 Page: 6 13 ISSN: 1660-5373
Publisher: Emerald Group Publishing Limited
Abstract: Sustainability has become an important topic and concept in relation to tourism
planning and development. For sustainable tourism development to be successful stakeholders
must be involved in the process. The questions that should be considered though are: (1) who
should be considered stakeholders in tourism development, and (2) how should planners and
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developers involve stakeholders in the development of tourism? In order to provide answers to
these questions this paper investigated sustainable tourism development and how stakeholder
inclusion and involvement are incorporated in the basic concept of sustainable tourism
development. This investigation was accomplished by reviewing and drawing conclusions from
the literature. The discussion includes thoughts from both management and public participation
perspectives. So who should be involved in the sustainable tourism development process? Based
on the definitions that are used for sustainability and sustainable tourism four distinct groups are
identified; the present visitors, future visitors, present host community, and future host
community.
Title: Can association methods reveal the effects of internal branding on tourismdestination stakeholders?
Author(s): Olivia Wagner, Mike Peters Journal: Journal of Place Management and Development
Year: 2009 Volume: 2 Issue: 1 Page: 52 69 ISSN: 1753-8335
DOI: 10.1108/17538330910942807 Publisher: Emerald Group Publishing Limited
Abstract: Purpose The purpose of this study is to employ the collage technique, an unstructured
qualitative association instrument, with respect to place branding initiatives and to uncover
internal stakeholders' perceptions of the region or destination.
Design/methodology/approach The first part presents a general framework of brand and
destination branding in the field of tourism research. The empirical study was carried out in
selected Alpine tourism destinations. In the first stage the authors identified the main
representatives of stakeholders in two Austrian tourism destinations. In the second, the collage
technique was used to obtain stakeholders' perceptions of the tourism destination brand.
Findings The findings reveal that different internal stakeholders trace different perceptions of
tourism places and illustrate the importance of using the collage as a technique to explore the
various identities of a place.
Research limitations/implications It is argued that internal destination stakeholders do not share
the same brand perception of the destination brand and they do not share a common identity,
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which is communicated through the destination management organisations (DMOs). However,
more research is needed to support these findings as the study is limited by its sample size and
focus on the Alpine region of Tyrol, Austria.
Practical implications The results suggest that DMOs should establish better identities within
their destination. In particular, they must consider that the collage is a very important technique
in communicating the desired brand identity to internal destination stakeholders.
Originality/value This paper seeks to clarify the effectiveness of the collage method as a tool to
measure stakeholders' identities of selected tourism destinations. The paper demonstrates the
importance of employing different association methods (word or picture) in recognizing
stakeholders' knowledge and opinions of destinations as a primary step in analyzing stakeholders'
brand identity perception.
Title: Management exercises and trainer's note in sustainable tourism and dynamics
Author(s): Robert J. Johnston, Timothy J. Tyrrell
Journal: International Journal of Culture, Tourism and Hospitality Research
Year: 2007 Volume: 1 Issue: 4 Page: 328 337 ISSN: 1750-6182
DOI: 10.1108/17506180710824217 Publisher: Emerald Group Publishing Limited
Abstract: Purpose To provide training exercises that will help tourism planners and analysts
better understand the fundamentals of tourism sustainability and dynamics.
Design/methodology/approach The paper is organized as a presentation of tools and conceptual
models, followed by associated training exercises and answers. The first exercise addresses basic
concepts of sustainability as applied to tourism development. The second addresses the use of
phase diagrams to illustrate the dynamic behavior and change of tourism-related economic and
environmental conditions over time.
Findings Operational definitions of sustainable tourism generally are consistent with a wide
variety of outcomes for a tourist destination. Exercises demonstrate that operational definitions
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of tourism sustainability require numerous choices and tradeoffs, and are more complex than is
suggested by common discourse.
Practical implications Given that the most desirable sustainable outcomes for tourism differ
across groups, the search for sustainable tourism outcomes must combine environmentally
sustainable outcomes (which are often many) with socially acceptable compromise solutions that
lie somewhere between the optima for each distinct group. No amount of searching, bargaining,
or stakeholder education will reveal a universal sustainable solution that maximizes benefits to
all affected groups. In the vast majority of cases no optimal solution exists.
Originality/value The paper provides tools and conceptual frameworks that characterize
potential conflicts, hazards, and tradeoffs implicit in the choice among different sustainable or
non-sustainable outcomes for tourism.
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5. RESEARCH METHODOLOGY
NEED FOR THE STUDY
This research is mainly concerned with the study of booking procedure and prepares guidelinesfor their future guidance. Personnel or investigation and analysis of personnel and human
behavior with the view to set the guidelines for the future. Personnel research is the task of
searching for and analyzing facts relating to the end that personnel problems may be solved or
guidelines governing to their solution derived.
RESEARCH PROCESS
Different steps are to be followed in the research process and they are explained as below:
1. PROBLEM SOLVING
This is the basic step in the research process. It is well said that A problem well defined is half
solved. Here the problem is An overview of the attitudes and behavior of stakeholders of the
tourism industry
2. RESEARCH DESIGN
Once the problem is defined the next step is the Research Design. Research design is the basicframework which provides guidelines for the rest of the research process.
The research design for this project is descriptive research design as descriptive studies attempt
to obtain a complete and accurate description of this situation. So in this study full description of
the assessment of existing booking procedure regarding the ways to improve the current booking
procedure will be known so it is a descriptive study.
3. SAMPLING DESIGN
The sampling design used in this project is QUOTA SAMPLING, as the sample of the
stakeholders for the survey were selected from the South Hall Hotels from different quotas.
4. POPULATION
The population of my research are stakeholders ofHotels in South Hall.
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1. MEHFIL
45 The Green, Southall, Southall, London, Greater London
Mehfil is 0.41 kilometers from Southall.
2. UNIVERSAL PLAZA HOTEL
60-66 The Broadway, London, Greater London
Universal Plaza Hotel is 0.5 kilometers from Southall.
3. A NIGHT INN
Portland House, 18-20 Portland Road, 18-20 Portland Road, London, Greater London
A Night Inn is 0.6 kilometers from Southall.
4. RED LION HOTEL LTD
100 High Street, London, Greater London
Red Lion Hotel Ltd is 0.64 kilometers from Southall.
5. PREMIER INN HAYES (HEATHROW)
362 Uxbridge Road, London, Greater London
Premier Inn Hayes (Heathrow) is 2.2 kilometers from Southall.
6. HEATHROW INN
140 Coldharbour Lane, London, Greater London
Heathrow Inn is 2.43 kilometers from Southall.
7. FOUNTAIN HOUSE HOTEL
116-118 Church Road, London, Greater London
Fountain House Hotel is 2.97 kilometers from Southall.
8. WILLOW GUEST HOUSE
192 Church Road, Hayes, Hayes, London, Greater London
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Willow Guest House is 3.04 kilometers from Southall.
9. COTTAGE GUEST HOUSE
150 High Street, Cranford, Cranford, London, Greater London
Cottage Guest House is 3.06 kilometers from Southall.
10. BOSTON MANOR HOTEL LTD
146 - 152 Boston Rd, Hanwell, Hanwell, London, Greater London
Boston Manor Hotel Ltd is 3.11 kilometers from Southall.
11. THE MASTER ROBERT HOTEL
366 Great West Rd (A4 East Bound), Airport Hotel (Heathrow), Airport Hotel (Heathrow),London, Greater London
The Master Robert Hotel is 3.22 kilometers from Southall.
12. THE BRIDGE HOUSE
188 Wood Lane, Osterley, Osterley, London, Greater London
The Bridge House is 3.69 kilometers from Southall.
13. BRIDGE HOTEL
Western Avenue, London, Greater London
Bridge Hotel is 3.74 kilometers from Southall.
14. RAMADA LONDON HEATHROW
745 Bath Road, Heathrow, Heathrow, London, Greater London
Ramada London Heathrow is 3.8 kilometers from Southall.
15. SHEPISTON LODGE (HEATHROW)
31 Shepiston Lane, London, Greater London29
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Shepiston Lodge (Heathrow) is 3.83 kilometers from Southall.
5. SAMPLE SIZE
The sample sizes for my project are 15 stakeholders of South Hall Hotels.
6. DATA COLLECTION
Following are the sources for the collection of data:
Primary source
Secondary source
Data collection methods
There are three main methods of data collection
Observation
Survey
Direct interview method
I have selected survey methodof data collection.
This is one of the common and widely used methods for primary data collection. We can gather
wide range of valuable information about the behavior of the Stakeholders viz. attitude, motive
and options etc. In survey method most commonly used is the questionnaire, another one is
interview. Questionnaire yields the most satisfactory results. So I have also used questionnaire to
find out the stakeholders attitude with respect to the assessment of existing South Hall Tourism.
However since research process involves the collection of data and facts, building up and
analysis of data then checking the data and data remarks it is obvious that a study takes a
considerable time for completion.
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APPLICATION OF RESULTS
Stakeholder involvement is a critical part of sustainable tourism development. To involve
stakeholders, researchers and planners must first identify and understand what elements comprise
stakeholders knowledge of the concept of sustainable tourism. From this study six factors of
stakeholder understanding were identified; (1) natural resources, (2) stakeholder participation,
(3) stakeholder education, (4) economic planning, (5) awareness of tourism resources, and (6)
tourism resource protection. The factors can be used to develop a tool that will assist planners in
measuring a communities knowledge base for sustainable tourism development in their
communities. This tool could also become a barometer of stakeholder understanding for
sustainable tourism development in a community.
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6. DATA INTERPRETATION AND ANALYSIS
6.1 TOURISM ISSUES
Tourism has had a positive on the quality of my life.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 1 4 11
Interpretation: According to 15 tourism stakeholders 7% of them say that they are slightly
agree that tourism had a positive quality of life, 20% of them say that they moderately agree that
tourism had a positive quality of life and rest 73% of them say that they are strongly agree that
tourism had a positive quality of life.
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Tourism has been good for the south hall as a whole.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 2 13
Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that
Tourism has been good for the south hall as a whole and rest 87% of them strongly agree that
Tourism has been good for the south hall as a whole.
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Tourism is good for the economy as tourist expenditure helps to stimulate the economy,
employment opportunities and local business.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 0 15
Interpretation: According to 15 tourism stakeholders 100% of them strongly agree that Tourism
is good for the economy as tourist expenditure helps to stimulate the economy, employment
opportunities and local business.
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Tourism makes local residents feel more proud of their town and good about themselves
andtheir community.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 1 14
Interpretation: According to 15 tourism stakeholders 7% of them moderately agree that
Tourism makes local residents feel more proud of their town and good about themselves andtheir community and rest 93% of them strongly agree that Tourism makes local residents feel
more proud of their town and good about themselves and their community.
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Tourism promotes the development and better maintenance of public facilities.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 0 15
Interpretation: According to 15 tourism stakeholders 100% of them strongly agree that Tourism
promotes the development and better maintenance of public facilities.
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Tourism has changed the character of South Hall for the better.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 2 13
Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that
Tourism has changed the character of South Hall for the better and rest 87% of them strongly
agree that Tourism has changed the character of South Hall for the better.
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There are more interesting things to do in South Hall because of Tourism development.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 1 14
Interpretation: According to 15 tourism stakeholders 7% of them moderately agree that more
interesting things to do in South Hall because of Tourism development and rest 93% of them
strongly agree that more interesting things to do in South Hall because of Tourism development.
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Tourism show case South Hall in a positive light and help to encourage future tourism
and / orbusiness investment.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 1 14
Interpretation: According to 15 tourism stakeholders 7% of them moderately agree that
Tourism show case South Hall in a positive light and help to encourage future tourism and / or
business investment and rest 93% of them strongly agree that Tourism show case South Hall in a
positive light and help to encourage future tourism and / or business investment.
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Tourism promotes the development of infrastructure such as restaurants and shops for
localresidents.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 2 13
Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that
Tourism promotes the development of infrastructure such as restaurants and shops for local
residents and rest 87% of them strongly agree that Tourism promotes the development of
infrastructure such as restaurants and shops for local residents.
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Tourism leads to increase in the development of infrastructure such restaurants and
supermarketshopping.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 0 15
Interpretation: According to 15 tourism stakeholders 100% of them strongly agree that Tourismleads to increase in the development of infrastructure such restaurants and supermarket shopping.
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Tourism leads to increase in the prices of houses and business.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 1 3 11
Interpretation: According to 15 tourism stakeholders 7% of them slightly agree that Tourism
leads to increase in the prices of houses and business, 20% of them moderately agree that
Tourism leads to increase in the prices of houses and business and rest 73% of them strongly
agree that Tourism leads to increase in the prices of houses and business.
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Sporting and community facilities are less available to local residents because of tourism
overcrowding.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 2 3 10
Interpretation: According to 15 tourism stakeholders 13% of them slightly agree that Sporting
and community facilities are less available to local residents because of tourism overcrowding,20% of them moderately agree that Sporting and community facilities are less available to local
residents because of tourism overcrowding and rest 67% of them strongly agree that Sporting
and community facilities are less available to local residents because of tourism overcrowding
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Tourism has changed the character of South Hall for the worse.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
7 6 2 0 0
Interpretation: According to 15 tourism stakeholders 47% of them strongly disagree that
Tourism has changed the character of South Hall for the worse, 40% of them moderately
disagree that Tourism has changed the character of South Hall for the worse and rest 13% ofthem slightly agree that Tourism has changed the character of South Hall for the worse.
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Tourism development is proceeding too fast in South Hall.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 3 12
Interpretation: According to 15 tourism stakeholders 20% of them moderately agree that
Tourism development is proceeding too fast in South Hall, and rest 80% of them strongly agreethat Tourism development is proceeding too fast in South Hall.
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Tourism helps promotes a more professional service attitudes in the South Hall- staff in
otherbusinesses (retail, trade, professional services) are more friendly and helpful.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 2 13
Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that
Tourism helps promotes a more professional service attitudes in the South Hall- staff in other
businesses (retail, trade, professional services) are more friendly and helpful, and rest 87% of
them strongly agree Tourism helps promotes a more professional service attitudes in the South
Hall- staff in other businesses (retail, trade, professional services) are more friendly and helpful.
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The staff and volunteers in the Visitor Information Centers (VIC) are knowledgeable about
mybusiness and refer customers to me.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 1 4 10
Interpretation: According to 15 tourism stakeholders 6% of them slightly agree that the staff
and volunteers in the Visitor Information Centers (VIC) are knowledgeable about business and
refer customers, 27% of them strongly agree that the staff and volunteers in the Visitor
Information Centers (VIC) are knowledgeable about business and refer customers and rest 67%
of them strongly agree that the staff and volunteers in the Visitor Information Centers (VIC) are
knowledgeable about business and refer customers.
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The staff and volunteers in the VICs are knowledgeable about things to do in the region.
Strongly
Disagree
Moderately
Disagree
Slightly
Agree
Moderately
Agree
Strongly
Agree
0 0 0 4 11
Interpretation: According to 15 tourism stakeholders 27% of them moderately agree that the
staff and volunteers in the VICs are knowledgeable about things to do in the region, and rest
73% of them strongly agree that the staff and volunteers in the VICs are knowledgeable aboutthings to do in the region.
My business and staff benefit from the professional development opportunities provided by
South Hall Tourism
48
7/30/2019 Cox Bazaar
49/75
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 2 13
Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that the
business and staff benefit from the professional development opportunities provided by South
Hall Tourism, and rest 87% of them strongly agree that the business and staff benefit from the
professional development opportunities provided by South Hall Tourism.
My business benefit from the marketing service provided by South Hall Tourism.
49
7/30/2019 Cox Bazaar
50/75
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 3 12
Interpretation: According to 15 tourism stakeholders 20% of them moderately agree that
business benefit from the marketing service provided by South Hall Tourism and rest 80% of
them strongly agree that business benefit from the marketing service provided by South Hall
Tourism.
My business benefits from the policy and advocacy service provided by South Hall
Tourism.
50
7/30/2019 Cox Bazaar
51/75
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 5 10
Interpretation: According to 15 tourism stakeholders 33% of them moderately agree that
business benefits from the policy and advocacy service provided by South Hall Tourism and rest
67% of them strongly agree that business benefits from the policy and advocacy service provided
by South Hall Tourism.
South Hall Tourism is not helpful in any to my business.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
51
7/30/2019 Cox Bazaar
52/75
10 4 1 0 0
Interpretation: According to 15 tourism stakeholders 6% of them slightly agree that South Hall
Tourism is not helpful in any to my business, 27% of them moderately agree that South Hall
Tourism is not helpful in any to my business and rest 67% of them strongly agree that South Hall
Tourism is not helpful in any to my business.
52
7/30/2019 Cox Bazaar
53/75
CONCLUSION
Most of the tourism stakeholders say that they strongly agrees that tourism had a positive
quality of life.
Most of the tourism stakeholders say that they strongly agree that Tourism has been good
for the south hall as a whole.
According to all tourism stakeholders they strongly agree that tourism is good for the
economy as tourist expenditure helps to stimulate the economy, employment
opportunities and local business.
Most of the tourism stakeholders say that they strongly agree that tourism makes local
residents feel more proud of their town and good about themselves and their community.
According to all tourism stakeholders they strongly agree that tourism promotes the
development and better maintenance of public facilities.
Most of the tourism stakeholders say that they strongly agree that tourism has changed
the character of South Hall for the better.
Most of the tourism stakeholders say that they strongly agree that more interesting things
to do in South Hall because of tourism development.
Most of the tourism stakeholders say that they strongly agrees that tourism show case
South Hall in a positive light and help to encourage future tourism and / or business
investment.
Most of the tourism stakeholders say that they strongly agree that tourism promotes the
development of infrastructure such as restaurants and shops for local residents.
According to all tourism stakeholders they strongly agree that tourism leads to increase in
the development of infrastructure such restaurants and supermarket shopping.
Most of the tourism stakeholders say that they strongly agrees that Tourism leads to
increase in the prices of houses and business.
53
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54/75
Most of the tourism stakeholders say that they strongly agree that Sporting and
community facilities are less available to local residents because of tourism overcrowding
Most of the tourism stakeholders say that they strongly disagree that tourism has changed
the character of South Hall for the worse,
Most of the tourism stakeholders say that they strongly agree that tourism development is
proceeding too fast in South Hall.
Most of the tourism stakeholders say that they strongly agree Tourism helps promotes a
more professional service attitudes in the South Hall- staff in other businesses (retail,
trade, professional services) are more friendly and helpful.
Most of the tourism stakeholders say that they strongly agree that the staff and volunteers
in the Visitor Information Centers (VIC) are knowledgeable about business and refer
customers.
Most of the tourism stakeholders say that they strongly agree that the staff and volunteers
in the VICs are knowledgeable about things to do in the region.
Most of the tourism stakeholders say that they strongly agree that the business and staff
benefit from the professional development opportunities provided by South Hall
Tourism.
Most of the tourism stakeholders say that they strongly agree that business benefit from
the marketing service provided by South Hall Tourism.
Most of the tourism stakeholders say that they strongly agree that business benefits from
the policy and advocacy service provided by South Hall Tourism.
Most of the tourism stakeholders say that they strongly agree that South Hall Tourism is
not helpful in any to my business.
54
7/30/2019 Cox Bazaar
55/75
6.2 IN TERMS OF TOURISM AND HOSPITALITY I WOULD LIKE TO
SEE IN SOUTH HALL
More Restaurants
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 2 7 6
Interpretation: According to 15 tourism stakeholders 13% of them slightly agree that more
restaurants should be there in south hall, 47% of them moderately agree that more restaurants
should be there in south hall and rest 40% of them strongly agree that more restaurants should be
there in south hall.
55
7/30/2019 Cox Bazaar
56/75
More small hotels, farm stays and bed and breakfasts.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 4 11
Interpretation: According to 15 tourism stakeholders 27% of them moderately agree that more
small hotels, farm stays and bed and breakfasts should be there in south hall, and rest 73% of
them strongly agree that more small hotels, farm stays and bed and breakfasts should be there insouth hall.
More environment or eco-tourism attractions.
56
7/30/2019 Cox Bazaar
57/75
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 2 13
Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that more
environment or eco-tourism attractions should be there in south hall, and rest 87% of them
strongly agree that more environment or eco-tourism attractions should be there in south hall.
57
7/30/2019 Cox Bazaar
58/75
More festivals, such as a food and wine festival.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 3 12
Interpretation: According to 15 tourism stakeholders 20% of them moderately agree that more
festivals, such as a food and wine festival should be there in south hall, and rest 80% of them
strongly agree that more festivals, such as a food and wine festival should be there in south hall.
58
7/30/2019 Cox Bazaar
59/75
More tourism signage.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 1 14
Interpretation: According to 15 tourism stakeholders 7% of them moderately agree that more
tourism signage should be there in south hall and rest 93% of them strongly agree that more
tourism signage should be there in south hall.
59
7/30/2019 Cox Bazaar
60/75
More visitors information facilities.
Strongly
Disagree
Moderately
Disagree
Slightly
Agree
Moderately
Agree
Strongly
Agree
0 0 0 2 13
Interpretation: According to 15 tourism stakeholders 13% of them moderately agree that morevisitors information facilities should be given for south hall and rest 87% of them strongly agree
that more visitors information facilities should be given for south hall.
60
7/30/2019 Cox Bazaar
61/75
A local employment agency especially for hospitality and tourism work.
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 1 14
Interpretation: According to 15 tourism stakeholders 7% of them moderately agree that a local
employment agency especially for hospitality and tourism work should be done for south hall
and rest 93% of them strongly agree that a local employment agency especially for hospitality
and tourism work should be done for south hall.
61
7/30/2019 Cox Bazaar
62/75
More tourism product development
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 0 15
Interpretation: According to 15 tourism stakeholders 100% of them strongly agree that more
tourism product development should be done from south hall.
More tourism promotional activities within the South hall.
62
7/30/2019 Cox Bazaar
63/75
StronglyDisagree
ModeratelyDisagree
SlightlyAgree
ModeratelyAgree
StronglyAgree
0 0 0 4 11
Interpretation: According to 15 tourism stakehol