Dissertations / Theses on the topic 'Tourism recovery'

The tourism industry is vulnerable to crises and disasters and increasingly government and industry stakeholders are turning their attention to how to prevent, manage and recover from shock events. In the last decade there has been increasing interest in tourism research on crises and disasters, prompted in part by recognition of the tourism industry's vulnerabilities and what appear to be more frequent shock events. The beginning of this century has been marked by a series of crises and disasters including the 2001 Foot and Mouth Disease outbreak in the United Kingdom, the 2001 terrorist hijackings in the USA, the 2002 and 2005 Bali bombings, the 2003 SARS epidemic in southeast Asia and Canada, the 2004 Indian Ocean tsunami and Hurricane Katrina in the southern USA in 2005 (Henderson, 2007). The Intergovernmental Panel on Climate Change (2007a) has also predicted that the extreme weather events associated with climate change will lead to more natural disasters. Crises and disaster have local, regional and global repercussions on the tourism industry at business/corporate, industry and destination levels and the need for more attention to preparation, response and recovery is acknowledged. Much of the initial tourism research in this field focused on descriptions of crises and disasters and their impacts on tourism with some reflection on their management. This foundation and the comprehensive crisis and disaster literature from disciplines such as psychology, sociology, economics, geography and environmental science led to development of crisis and disaster management frameworks specifically designed for the tourism industry. These frameworks have achieved varying degrees of acceptance amongst tourism researchers with Faulkner and Vikulov's (2001) Tourism Disaster Management Framework (TDMF) being the most well known and often cited. The more recent Crisis and Disaster Management Framework (CDMF) developed by Ritchie (2004) is a useful destination-level framework based on a strategic management approach. Despite the development of these frameworks, relatively little tourism research effort has focused on destination recovery and very little on medium and long term recovery. In addition, there is little research on wildfires as a type of natural disaster. The extensive bushfires in the Australian Capital Territory (ACT) in 2003 (often referred to as the Canberra fires) provided an opportunity to investigate in a longitudinal study the short, medium and long term actions undertaken by the government and tourism industry to assist destination recovery and then compare them with Ritchie's prescriptive CDMF. Being longer term research this study is able to consider almost the entire recovery stage whereas other research has focused on short or medium term recovery (for example Faulkner & Vikulov, 2001). This research centred on a case study which is defined by Yin (1989 quoted in Wimmer & Dominick, 1997, p. 102) as an 'empirical inquiry that uses multiple sources of evidence to investigate a contemporary phenomenon within its real-life context'. This case study used interviewing, the documentary method and participant observation as the key methods. Representatives of government and the tourism industry were interviewed in-depth about the actions taken by their organisations or businesses. The interviews were semi-structured with mostly open-ended questions and some participants undertook multiple interviews over a three year period. Extensive secondary data and documentation about the bushfire and subsequent response and recovery was generated by the ACT government, industry and community and publicly available sources included reports and reviews, media releases, newspaper articles, newsletters, brochures, websites and legal and coronial enquiries. These were critical for gaining a comprehensive understanding of recovery. Participant observation was also important and, as a resident of the ACT, the author participated in relevant events and observed the public face of community recovery. The three methods resulted in a large data set that was distilled into a 'response and recovery story' structured according to Ritchie's CDMF. Upon comparing the findings with the framework, it was found that many elements were evident in the 'real life' case study including crisis communication, resource management, stakeholder communication, destination restoration and disasters as agents for change. There were also new findings that could be integrated into a redeveloped framework including the establishment of a recovery team, training for crisis and disaster management, tourist/visitor management, recovery planning, human resource management issues, business recovery tools, partnerships and memorialisation and commemoration. The resulting Tourism Industry Crisis and Disaster Management Framework (TICDMF) is a practical and comprehensive tool for Destination Management Organisations (DMOs) that both describes what occurred in a real life case study but also prescribes recommended management actions. In addition to specific recommendations for the ACT tourism industry, this research also resulted in general recommendations to the tourism industry, government and educators. These focused on (i) the importance of crisis and disaster management planning, (ii) the need to evaluate and document response and recovery and devote adequate resources to organisational learning, (iii) potential use of tools like the TICDMF and the plethora of resources to manage crises and disasters, (iv) educating staff, academics and tertiary tourism and hospitality students about crisis and disaster management and (v) accepting the chaos of recovery and devoting adequate resources to address the resulting complexity. The tourism industry is vulnerable to external shocks whether they be local crises or national disasters. The preparedness of the industry and its ability to effectively respond and recover is of critical importance for destinations and the community in which they function. Case studies of crises and disaster and development of a body of theoretical and practical knowledge will ensure that government and industry continue to play an important role in caring for the safety and security of tourists while maintaining a viable and sustainable industry for all stakeholders.

As the world continues to globalize, the need for sustainability is becoming increasingly evident. In the tourism industry, an industry that employs 1 out of 10 globally, this is especially true. This industry is composed of a complex web of systems that ebb and flow in unison. The ripple effect of a crisis in this industry can be far-reaching and can negatively impact all global tourism systems. For this reason, tourism stakeholders need to prioritize sustainability, which will strengthen their resilience and ensure that they are well equipped to deal with complex challenges. This paper examines the immediate impact of COVID-19 on tourism stakeholders in Bend, Oregon. Semi-structured interviews were used to explore this subject and shed light on how resilience and adaptive capacity helped specific stakeholders cope during this crisis. This research revealed that the COVID-19 crisis severely impacted all of the tourism stakeholders that were interviewed. Though all stakeholders were impacted, their ability to cope with, adapt to, and innovate during this crisis significantly varied. This research highlights the importance of prioritizing resilience within the tourism industry to ensure that tourism stakeholders will be able to cope with the complex challenges that they encounter as our world continues to change.

This research discusses the tourism crisis management approach used in handling the recovery of Bali as a tourism destination after the first Bali bombings in 2002 and second Bali bombings in 2005. It acknowledges the importance of a crisis management especially in a situation where the crisis repeatedly occurs in the same place and targeted the similar target. This research examines the crisis management approach through the tourism public policy formulated and implemented by the government of Indonesia. An external perspective from the industry private sector is also investigated as many scholars note that other observations and opinion from senior executives following every episode are necessary because they have different perceptions of the crises. Finally, an investigation of any existence of organisational learning the first and second Bali bombings is also presented. This research concludes in three new findings. First, the Indonesian government did not present any crisis management framework after the first and second Bali Bombings; rather they established a National Recovery Program that lacks few main aspects of crisis management. Second, although the Indonesian government initiated the recovery program after the first Bali Bombings it was the private sector (Bali Tourism Board) who initially instigated the recovery program after the second Bali Bombings. Third, the absence of an organisational learning was also discovered after the first and second Bali Bombings incidents

As buildings have become more energy efficient, the energy demand for preparation of domestic hot water stands out as an increasing part of the operational cost and carbon footprint of a building. Most of the heat in the water is used for a short time and then discharged to the main sewer line. Clarion Hotel Stockholm is an example of such a building, with many showers, bathtubs and a spa. The hotel business is growing around the world and its customers demand comfortable stays. A parallel trend is a more environmentally aware tourism and business travel. Hotels show a great potential for energy savings, while still offering comfortable accommodation. In this master's thesis a case study evaluates the possibilities for heat recovery from the wastewater of Clarion Hotel Stockholm. Three types of heat exchangers were modelled in the system dynamic modelling environment STELLA: a horizontal, a vertical and a shower heat exchanger. Recovered heat was used for pre-heating of the incoming water for domestic hot water preparation. The flows of heat through the hotel's tap water and wastewater systems were schematically modelled using system dynamic modelling, which provides a foundation for the development of mathematical models and further research into the area. The first results point to possible reductions of the heating demand for domestic hot water preparation at Clarion Hotel Stockholm.

This thesis examined vegetation change over the last 43 years in Australia's largest contiguous alpine area, the Kosciuszko alpine zone in south-eastern Australia. Using historical and current data about the state of the most common vegetation community, tall alpine herbfield, this thesis addressed the questions: (1) what were the patterns of change at the species/genera and life form levels during this time period; (2) what were the patterns of recovery, if recovery occurred, from anthropogenic disturbances such as livestock grazing or trampling by tourists; (3) what impacts did natural disturbances such as drought have on the vegetation and how does it compare to anthropogenic disturbances; and (4) What are the benefits, limitations and management considerations when using long-term data for assessing vegetation changes at the species/genera, life form and community levels? The Kosciuszko alpine zone has important economic, cultural and ecological values. It is of great scientific and biological importance, maintaining an assemblage of vegetation communities found nowhere else in the world. It is one of the few alpine regions in the world with deep loamy soils, and contains endemic flora and fauna and some of the few periglacial and glacial features in Australia. The area also forms the core of the Australian mainland's most important water catchment and is a popular tourist destination, offering a range of recreational opportunities. The vegetation of the Kosciuszko alpine zone is recovering from impacts of livestock grazing and is increasingly exposed to pressures from tourism and anthropogenic climate change. At the same time, natural disturbances such as drought and fire can influence the distribution, composition and diversity of plants. Thus, there is a need for detailed environmental data on this area in order to: (1) better understand ecological relationships; (2) understand existing and potential effects of recreational and management pressures on the region; (3) provide data against which future changes can be assessed; and (4) provide better information on many features of this area, including vegetation, for interpretation, education and management. The research in this thesis utilised three types of ecological information: (1) scientific long-term datasets; (2) photographic records; and (3) a comparison of disturbed and undisturbed vegetation. This research analysed data from one of the longest ongoing monitoring programs in the Australian Alps established by Alec Costin and Dane Wimbush in 1959. Permanent plots (6 transects and 30 photoquadrats) were established at two locations that differed in the time since grazing and have been repeatedly surveyed. Plots near Mt Kosciuszko had not been grazed for 15 years and had nearly complete vegetation cover in 1959, while plots near Mt Gungartan showed extensive impacts of grazing and associated activities which only ceased in 1958. Some transect data from 1959 to 1978 have been analysed by the original researchers. The research presented in this thesis extends this monitoring program with data from additional surveys in 1990, 1999 and 2002 and applies current methods of statistical evaluation, such as ordination techniques, to the whole data set for the first time. Results indicated that the recovery from livestock grazing and the effects of drought have been the main factors affecting vegetation. Recovery from livestock grazing at the three transects at Gungartan was slow and involved: (1) increasing genera diversity; (2) increasing vegetation cover; (3) decreasing amounts of bare ground; and (4) a directional change over time in species composition. Patterns of colonisation and species succession were also documented. In 2002, 44 years after the cessation of grazing, transects near Mt Gungartan had similar vegetation cover and genera diversity to the transects near Mt Kosciuszko, but cover by exposed rock remained higher. A drought in the 1960s resulted in a temporary increase of litter and a shift in the proportional cover of life forms, as grasses died and herb cover increased at both locations. Proportions of cover for life forms reverted to pre-drought levels within a few years. The results also highlighted the spatial variability of tall alpine herbfield. The photoquadrats were surveyed in the years 1959, 1964, 1968, 1978 and 2001 and are analysed for the first time in this thesis. After comparing a range of methods, visual assessment using a 130 point grid was found to be the most suitable technique to measure vegetation cover and genera diversity. At the 18 quadrats near Mt Gungartan, there was a pattern of increasing vegetation cover as bare areas were colonised by native cudweeds and the naturalized herb Acetosella vulgaris. Revegetation from within bare areas largely occurred by herb species, while graminoids and shrub species predominately colonised bare ground by lateral expansion from the edges, eventually replacing the colonising herbs. At the 12 quadrats near Mt Kosciuszko, vegetation cover was almost complete in all years surveyed except 1968, which was at the end of a six year drought. Similar to the results from the transect study, the drought caused an increase in litter at both locations as graminoid cover declined. Initially herb cover increased, potentially as a result of decreased competition from the graminoids and a nutrient spike from decaying litter, but as the drought became more severe, herb cover also declined. Graminoid cover rapidly recovered after the drought, reaching pre-drought levels by 1978, and was at similar levels in 2001. Herb cover continued to decline after peaking in 1964. The photoquadrat study also documented the longevity and growth rates of several species indicating that many taxa may persist for several decades. It further provided insights into replacement patterns amongst life forms. In addition to assessing vegetation change following livestock grazing and drought at the long-term plots, recovery from tourism impacts was examined by comparing vegetation and soils on a closed walking track, with that of adjacent undisturbed tall alpine herbfield at a series of 22 paired quadrats. Fifteen years after the track was closed there was limited success in restoration. Over a quarter of the closed track was still bare ground with non-native species the dominant vegetation. Plant species composition differed and vegetation height, soil nutrients and soil moisture were lower on the track which had a higher compaction level than adjacent natural vegetation. The results presented in this thesis highlight that tall alpine herbfield is characterised by nearly entire vegetation cover which is dominated by graminoids, followed by herbs and shrubs in the absence of disturbance by livestock grazing, trampling or drought. The studies also showed that under quot;average" conditions, the relative cover of herbs and graminoids remained fairly stable even though there can be considerable cycling between them. Spatial variability in terms of taxa composition was high. The only common introduced species in unrehabilitated sites was Acetosella vulgaris, which was effective at colonising bare ground but was eventually replaced by other native species. However, in areas actively rehabilitated, such as on the closed track, non-native species introduced during revegetation efforts still persist with high cover 15 years after their introduction. Monitoring of vegetation change is also important at the landscape scale. This thesis provides a review of the potential use, the limitations and the benefits of aerial photography to examine vegetation change in the Kosciuszko alpine zone. Numerous aerial photography runs have been flown over the area since the 1930s for government agencies, industry and the military. Some of these records have been used to map vegetation communities and eroding areas at a point in time. Other studies compared different types and scales of photographs, highlighting in particular the benefits and potential of large scale colour aerial photography to map alpine vegetation. However, despite their potential to assess vegetation change over time, a temporal comparison of vegetation in the Kosciuszko alpine zone from aerial photographs has not been completed to this date. Historical photographs may not be easy to locate or access and difficulties with vegetation classification may restrict the practicality of using historical aerial photographs to assess vegetation change. Despite these issues, aerial photography may provide a very useful and efficient tool to assess changes over time when applied appropriately, even in alpine environments. The development of digital classification techniques, the application of statistical measures of error to both methodology and data, and the application of geographic information systems are likely to further improve the practicality of historical aerial photographs for the detection of vegetation change and assist in overcoming some of the limitations. The results presented in this thesis highlight the need for limiting disturbance, for ongoing rehabilitation of disturbed areas and for long-term monitoring in the Kosciuszko alpine zone. The results contribute to our understanding of how vegetation may change in the future and may be affected by new land use activities and climate change. This type of information, which otherwise would require the establishment of long-term studies and years of monitoring, can assist land managers of this and other important protected areas. The study highlights how the use and expansion of already existing datasets to gather ecological information can save considerable money and time, providing valuable data for current and emerging issues.

Le secteur touristique souffre de plus en plus des départs de clients insatisfaits suite aux dysfonctionnements de services vécus. De nombreux établissements de services, attachent encore, peu d’importance à la gestion des réclamations en raison des moyens financiers qu’elles suscitent. Or, une gestion efficace de la réclamation pourrait transformer un client insatisfait en un client plus confiant et engagé. Notre recherche s’est intéressée à l’identification des critères d’évaluation sur lesquels les réclamants se basent pour juger la gestion de la réclamation, et à l’impact de cette évaluation sur la qualité de la relation établie avec l’établissement touristique. Pour ce faire une étude qualitative exploratoire suivie d’une étude quantitative ont été réalisées.Après avoir examiné la revue de la littérature, nous nous sommes focalisés sur les théories de la justice perçue lors de l’évaluation de la gestion de la réclamation. En outre, nous avons mobilisé les dimensions de la confiance et de l’engagement comme critères de jugement de la qualité relationnelle perçue. Les résultats de notre étude montrent l’existence d’un impact positif et significatif de quelques critères de la justice perçue (jugés par les réclamant comme étant les plus importants) sur la satisfaction post-réclamation et la qualité relationnelle perçue. Ces critères sont essentiellement l’équité du résultat accordé par l’établissement (ex : compensation accordée), l’empathie et la politesse développées par le personnel en contact, et la rapidité du traitement de la réclamation
The tourist sector is suffering more and more from the departure of the unsatisfied customers after experienced service failures. Several services companies, still attach, few importance to complaint handling because of financial funds needed. However, an efficient complaint handling management could transform a dissatisfied customer to a more confident and committed customer. Our research was interested in the identification of the appraisal criteria on which claimants base to judge complaint handling and the impact of this evaluation on the quality of the relationship established with the tourist establishment. Consequently, a qualitative study followed by a quantitative study has been accomplished. After examining the literature review, we focused on the perceived justice theory to evaluate the complaint handling. Besides, we used trust and commitment dimensions as a criteria of judgment of the perceived relationship quality (Morgan et Hunt, 1994).The outcomes of our study show the existence of a positive significant impact of some criteria of the perceived justice (considered by consumers as the most important), on recovery satisfaction and perceived relationship quality. These criteria are mainly equity of the result provided by the establishment (Ex. Compensation provided), empathy and politeness developed by the front line staff, and the quickness of the complaint treatment

Taking into account the impact that the COVID-19 pandemic brought to the hospitality and tourism industry, and specifically to tourism destinations, this master thesis presents a strategic marketing plan for the municipality of Sintra aimed at the recovery of its tourism industry. Tourism destinations need to adapt to the current crisis circumstances and create strategies to overhaul them, while still providing meaningful experiences to customers. In this matter, it is crucial to understand the evolution of consumers’ needs, expectations, and preferences, as well as to have a strong knowledge of the industry, the destination’s strengths, and the positioning of its competitors. Evolving with the pandemic is a necessity, hence the development of a redesigned positioning for Sintra, as well as a new approach for its target market, product offering, and communication strategy. This master thesis intends to take advantage of this crisis to improve Sintra’s tourism industry and establish it as a prime tourism destination in Portugal.
Tendo em conta o impacto da pandemia COVID-19 na indústria do turismo, especificamente para os destinos turísticos, a presente dissertação de mestrado expõe um plano de marketing estratégico para o concelho de Sintra visando a recuperação da sua indústria turística. Os destinos turísticos precisam de se adaptar às circunstâncias criadas pela crise, assim como desenvolver estratégias para ultrapassá-las, enquanto oferecem experiências autênticas aos seus consumidores. Assim, é indispensável compreender a evolução das necessidades, expectativas, e preferências dos consumidores, bem como ter um forte conhecimento da indústria, dos pontos fortes do destino turístico, e do posicionamento dos seus concorrentes. Evoluir com a pandemia é uma necessidade, por isso foi desenvolvido um novo posicionamento para Sintra, bem como uma nova abordagem ao seu mercado-alvo, oferta de produtos turísticos, e estratégia de comunicação. A presente dissertação de mestrado pretende aproveitar a atual crise para melhorar a indústria do turismo de Sintra e torná-la num destino turístico de referência em Portugal.

碩士
中國文化大學
全球商務碩士學位學程碩士班
107
The Relationship Among Holiday Recovery Experiences, Tourism Satisfaction, and Subjective Well-being of Indonesian Tourists. Student : Jenne Yasinta Chandra Advisor : PU, Hsin Hui, PhD, CHE Chinese Culture University ABSTRACT Holiday recovery experience is becoming increasingly important in tourism study. This study examines the relationship among holiday recovery experience, tourism satisfaction, and subjective well-being of Indonesian tourists. lifestyle. A quantitative self-completed questionnaire was used to gather information. A total of 405 valid questionnaires were collected. The result indicated holiday recovery experience had positive relation ship with tourism satisfaction and subjective well-being. This study also found that psychological detachment contributes 18% to tourism satisfaction and mastery contributes 28.5% to subjective well-being. Keywords: Holiday recovery experience, Tourism satisfaction, Subjective well-being.

碩士
大葉大學
人力資源暨公共關係學系
95
The value of leisure traveling is increasing lately, however some mistake made in the process of service causes the customers negative emotions. This research is studying what kinds of service failure that tourism made by following customers viewpoint. After collecting fourteen customers complaining stories and using Subjective Sequential Incidents Technique (SSIT) to analysis those stories. The study discover that the SSIT analysis can prove that service failure has found out mistakes that travel agency had never notice. The conclusion is that SSIT can find out what causes the failure than CIT. Moreover, the work presents a concept framework with five kinds of classification, such as comprise cause affairs, recessive, the appropriate response, dramaturgy, and admonish to explained service failure.

碩士
大葉大學
人力資源暨公共關係學系碩士在職專班
95
Dr. Chung brought up a new displace type -SSIT (Subjective Sequential Incidents Technique) in 2006, which was addressed to the defect of CIT. It systemizes “the model of the process of the service mistake”. It also provides more integrity of the customer service and complaint system for very special industries. The study uses the SSIT, to analysis the anger (negative) experience of tourism customers own opinion, from the factor their projective opinion, try to know the missing massage of the tourism, and also build the subjective service delivery blueprint of tourism projective service, separate the anger experience of customers into 7 stages. This research have 6 points of concept framework they are comprise cause affairs, recessive, the appropriate response, dramaturgy, admonish, and recovery. They are the concept that have not been pointed out in nowadays research.

碩士
國立交通大學
管理科學系所
92
For Taiwan, tourism has played a significant role in enhancing the island’s international exposure. In view of this trend, a state policy “Challenge 2008: Plan for Multiplying Tourism” has been issued by the Executive Yuan to promote Taiwan’s tourism industry. The goal is to have 5 million visitors by 2008. However, while the Taiwanese government was just about to initiate promotional campaigns for tourism, the Severe Acute Respiratory Syndrome (SARS) outbreak. The Severe Acute Respiratory Syndrome (SARS) outbreak has caused the most harm to the island in its recent history. The SARS epidemic sapped the Taiwanese economy, and led government officials to reduce the estimated 2003 GDP growth from 3.7% to 2.9%. Unemployment jumped to 4.8% and export growth declined to 4.1% from 7.5% (Directorate-General of Budget, Accounting and Statistics, 2003). SARS dealt an especially severe blow to the Taiwanese tourism industry, with the worst impact on inbound tourism. The aim of this study is to develop recovery strategies for future events, by mapping the revitalization of Taiwan tourism after the SARS devastation. This study combines a fuzzy decision-making theory method with AHP to evaluate strategies to invigorate Taiwan’s inbound tourism. Through the development of tourism recovery strategies, the negative impact can be minimized. Highlights of measurements derived from this research are stated below in sequence of ranking: Develop and upgrade domestic tourism attractions, finance working capital for enterprises, grant visa exempt status or landing visas to more countries, attract a diversity of tourists, establish SOP (Standard of Procedures) for SARS, institute safety labeling system for SARS precaution, travel safety protection plan, taxation reduction, upgrade the service quality of related professionals, promote traveling package campaigns…etc.

碩士
亞洲大學
休閒與遊憩管理學系碩士班
101
According to the 2013 statistics data of Tourism Bureau of the Ministry of Tourism, the number of visitors to Taiwan increase from 3.52 million to 6.08 million during five years, a full growth of 42%, which means that more and more visitors come to Taiwan in recent years. Therefore, the number of the construction of the hotel increase, combining with many foreign brands in order to satisfy the big size of visitor. With the rising of economic level and living standards, customer tend to be more picky when it comes to accommodation. Hence, selecting international tourist hotels as a resting place become one of the critical choice toward consumers choose one. Facing intensively competitive market, how to provide a good quality of service, and to establish a good reputation to retain customers are the main thing for hoteliers who want to increase competitiveness. In particular, international tourist hotels are service-based enterprises, and service failures would occur in every service contact easily. In this study, secondary literature analysis and depth interviews are two main research methods. The case and analyze show that when customers complain no matter the size of the event, right or wrong, the hotel operators may apologize at the first time, and to understand the actual situation complain. In these complained cases, almost every hotel operators have taken the remedial measures to let customers continue their purchase intention and come back to consume. In other words, if the hotel industry keep a good and acceptable attitude to the customer at the first moment, even there happen consumer complain, customers are willing to spend again.

碩士
國立成功大學
企業管理學系碩博士班
96
Our research collected 249 service failure and service recovery incidents in tourism industry using critical incident technique method and also identified these incidents with a classify procedure establish by former scholars. We consider four sections in tourism industry to do our research which are tour agency, transportation, accommodation, and restaurant. Try to understand the different failure incidents between different service providers. Furthermore, figure out the relationship within service criticality, customers’ response level, satisfaction after recovery, and repurchase intention. After analyzing the data, we classified service failure events and service recovery strategies into subcategories. We also present the results section by section to see the failure and recovery characteristic from each part. However, we found that there are still many service providers response nothing to their customers’ complains. It’s really amazing that over 30% of our respondents get nothing with the service failure. Besides, we also explain that service criticality and recovery satisfaction were related to customers’ repurchase intention. Therefore, service provider should take customers’ complain more seriously. In conclusion, we suggests that service providers should set up a standard operating procedure for service recovery, in order to increase satisfaction with reasonable recovery, quickly handle process, and friendly interaction to customers.

碩士
國立澎湖科技大學
觀光休閒系碩士班
104
Vietnam Tourism Industry was flourished in the last ten years. However, Vietnam service industry usually happens in the situation of service failures. Therefore, the study is going to investigate foreign tourists in Ho Chi Minh City in Vietnam's perception: They think about tourism industry of service failure, service recovery, tourists satisfaction, revisit intention. I want by study theory, research methods and research result will provide specific recommendations to the tourism industry. The literature and scale of this study I aggregated according variables of the above, I from January 2016 began to March 2016 termination, I conducted survey of questionnaires in Ho Chi Minh City tourism area for foreign tourists, I made 430 questionnaires, but I recovered 405 valid questionnaires and run descriptive statistical analysis, factor analysis, reliability analysis, validity analysis, Regression analysis and Pearson correlation analysis of SPSS 18.0 Chinese version. This study found that: 1. Service failure is not effects tourist satisfaction; 2. Service failure is not effects revisit intention; 3. Service recovery has a part of effects tourist satisfaction; 4. Service recovery has a part of effects revisit intention; 5. Service failure has a part of effects Service recovery; 6. Tourist satisfaction enhances the effects of revisit intention; 7. Demographic variables the relationships among Service Failure, Service Recovery, Tourists Satisfaction and Revisit Intention have a part of discrepancy.

Universidade da Beira Interior and Gdańsk University of Technology – Integrated Master Degree in Architecture – Dissertation project to obtain Master Degree in Architecture
I bring out in this dissertation a city of Covilhã and its history as a perfect example of city which found a solution to overcome the production crisis in XX century. Its idea to use industrial heritage and create a University become very interesting solution which brought to the city many young people. On the basis of this idea and many others, city started to develop in very good direction still remembering about it industrial heritage. Because the University is prospering very well I propose expansion in new direction to make the city famous by its natural heritage. As it is city situated in the heart of highest Portuguese mountains tourism should become one of main branches of development. I would like to begin this process by proposing project – center of Tourism and Recreation as a main future for city with beautiful natural environment of mountains Serra the Estrela.

碩士
國立中興大學
行銷學系
93
ABSTRACT Service recovery has been defined more recently in a more proactive way as the seeking out and dealing with service failures. Customers often react strongly to service failures, so it is critical that an organization’s recovery efforts be equally strong and effective. This study explores the relationships among the service recovery strategy, customer satisfaction and behavior intention. Respondents are assigned to different scenarios in terms of failure type (outcome or process), recovery strategy (apology only, compensation plus apology, assistance plus apology, and all), criticality levels (high or low), and loyalty level (high or low). The results suggest the effectiveness of service recovery efforts — customer satisfaction — depends on the combination of failure types and service recovery strategies and the interaction of loyalty. Furthermore, the effectiveness of service recovery efforts — customer behavior intention — depends on customer satisfaction, criticality and loyalty level. In addition, there are also gender effects in customer behavior intentions, customer satisfaction between the male and female groups. Firms need to recognize failure types to apply suitable recovery strategies. Besides preventing service failure from occurring, a firm needs to carefully design its service recovery strategies.

The graduation theses is a clarification of the issue of tourism in Tabor area in terms of development potential through this department. The graduation theses is the identification of objects that are capable of further development of tourism to this area and maybe beneficial for the region.

Incident Management Systems used in New Zealand have their origins in the fire-fighting organisations of the United States of America in the 1970’s. They began in an atmosphere of disciplined quasi-military emergency response organizations. Emergency management research, theory and practice have since evolved to incorporate comprehensive facets acknowledging disasters are about people, individually and collectively and their environment. Emergency Management now includes addressing psycho-social aspects. New Zealand emergency services adopted the Coordinated Incident Management System (CIMS) as a result of a requirement following the Cave Creek disaster of 1995, where a multi- agency response to the event was found to be unsatisfactorily managed. Emergency management in the modern era now requires the orchestration of many and varied agencies and organisations including government and non-government organisations. These organisations are not necessarily suited to command type management styles and during a recovery phase of an incident, an approach involving a coordination style is more appropriate than a command style. An examination of the 2004 eastern Bay of Plenty flood event highlights that improved coordination by using a suitable incident management system benefits the response and recovery process. The Eastern Bay of Plenty community has social and cultural characteristics that impact on the effectiveness of emergency management outcomes. An incident management system that improves communication within the multi-agency organisation and between an emergency management organisation and the disaster-affected communities contributes to overall trauma reduction by stress reduction and facilitating early support and interventions. This allows where necessary, for modern emergency management to use systems that can utilise the unique community cultures, structures and networks that form the dynamic communities that they serve. If disasters magnify pre-existing social and community problems then the incident management system model used in a disaster can determine the degree of magnification.

碩士
大葉大學
事業經營研究所碩士在職專班
97
This study applied qualitative research method, specifically to probe into the service failure and service recovery caused by Chinese tourists touring Taiwan. The researcher utilized in-depth interviewing technique for data collecting, taking the students of University of Amoy as study subjects, of whom came to Taiwan for non-degree programs. Study tool were that of Subjective Sequential Incidents Technique, which used for analyzing the negative emotional experiential ideas generating by Chinese tourist when exploring Taiwan. The results are as follow: (1) many service failures happened to Chinese tourist when exploring Taiwan are about angry aspects of “secrecy,” such as investigation, disclosing secrets, snitching, and exposing secrets. (2) for generating the Chinese tourists’ negative experiences, this study comes out with two major influential factors, that is halo effect and inter-culture factors. (3) among the angry contexts that bring out service failure for the Chinese tourists, there are 15 existing angry aspects that induce service failure, of that the severest goes to “tour guide forcing consumption” and “meals arrangement; however, “passing through the Customs” is the most unique. (4) of all the cases of successful and unsuccessful service recovery for the Chinese tourists after service failure, there is no any successful service recovery cases provided by service end, but unsuccessful one.

Los análisis morfométricos realizados en la cuenca del Arroyo Grande indican que la misma tiene forma alargada, oval y oblonga, con pendientes abruptas en las cabeceras y moderadas en la zona de valle y desembocadura, con una superficie de 129,5 km². La vegetación esta compuesta por pastizales, turberas y bosques de Nothofagus pumilio y N. betuloides factibles de ser aprovechados comercialmente. La cuenca presenta una degradación de los ambientes naturales debido al impacto de especies exóticas, el aprovechamiento forestal no planificado y el turismo no regulado. Los principales problemas encontrados son la falta de planificación en el uso del suelo y la falta de manejo en áreas naturales frágiles. A través de una ordenación en la cuenca, se analizaron alternativas de manejo para aumentar la eficiencia de las actividades productivas tradicionales. Es necesaria la exclusión del ganado, debido al impacto sobre la regeneración del bosque y a la introducción de especies exóticas, concentradas en los sitios de pastoreo. Asimismo se propone la utilización del método de retención dispersa y agregada para el manejo forestal, siendo su objetivo principal mantener la biodiversidad del bosque dentro de niveles aceptables, logrando una posibilidad de 1.082,2 m³/año, siendo suficiente para abastecer un aserradero. Se plantea el ordenamiento de la actividad turística y el restablecimiento de las funciones del ecosistema de turberas explotadas mediante técnicas de recuperación específicas.

Dissertação de mestrado em Património e Turismo Cultural
Uma aldeia, perdida num concelho, pode ser rapidamente esquecida pelo tempo quando a sua população é reduzida e os picos de emigração contribuem ainda mais para que esta tenha uma tendência a desertificar e a deixar perdida no tempo a sua identidade. Agra é uma aldeia tipicamente minhota, tendo sido considerada “Aldeia de Portugal” em 2005. Anteriormente tinham sido realizadas as primeiras intervenções para recuperação do património existente, também como forma de fixar a população. Este trabalho de investigação pretende compreender de que forma o turismo pode contribuir para a sustentabilidade local e do património cultural de Agra. Através de um trabalho de pesquisa bibliográfica e, sobretudo, de observações no terreno, pretendeu-se demonstrar o impacto que a aposta do turismo teve na aldeia e perceber até que ponto este pode ser um motor de desenvolvimento local e funcionar em prol de uma população que vive isolada. Os fundos comunitários foram, sem dúvida, uma alavanca fundamental neste sentido. A questão que se coloca é se, depois dos investimentos feitos, a população tem mantido a dinâmica necessária para que o turismo continue a contribuir para a sustentabilidade local e do património cultural de Agra, não deixando esmorecer todo o trabalho feito até ao presente, em termos de recuperação e preservação.
A village, lost in a municipality, may be quickly forgotten by time when its population is reduced and the peaks of emigration further contribute to its tendency to desertification and to lose its identity. Agra is a typical Minho village and was considered "Village of Portugal" in 2005. Previously, the first interventions to recover the existing heritage were carried out, also as a way of keeping people in the village. This research aims to understand how tourism can contribute to the local and cultural heritage sustainability in Agra. Through bibliographical research and, mainly, field observations, we sought to infer the impact that tourism had in the village and understand to what extent this can be an engine of local development and operate in favor of a population that lives isolated. EU funds were undoubtedly a key lever in this direction. The question that arises is whether, after the investments, the population has maintained the dynamics needed to ensure that tourism continues to contribute to the local and cultural heritage sustainability in Agra, without letting wilt all the recovery and preservation work achieved to date.

1 Submitted paper, strive to affect tourism management in medium size royal cities in Bohemia, in terms of strategic planning, heritage conservation, accommodation capacity and tourism attendance. Further objectives are also focused on interurban association and mutual cooperation. Quantitative research uses analysis and synthesis basics, and also comparative methods. Main inputs of this research are secondary data, especially development documents of selected cities and national statistics data. Because of numberless cultural wealth are royal cities frequently visited places. Therefore there is a preview of the role of tourism in level of strategic planning, and for quality of urban conservation areas developmental documents.

碩士
中國文化大學
觀光事業學系觀光休閒事業管理碩士在職專班
103
International Tourist Hotels provide several service items to satisfy needs of cus-tomers. If International Tourist Hotels could not do well anything above those needs that customers may not come again. This thesis studies the relationship of service failure, ser-vice recovery and moderation of Locus of control. This study adopt questionnaire to col-lect samples that ever lived in International Tourist Hotels in past one year and got 269 valid samples. The finding includes some important results like below: 1. Service recovery would positive significant affect customer satisfaction. 2. Locus of control would moderator the relationship of service recovery and cus-tomer satisfaction.

碩士
國立高雄大學
經營管理研究所
98
In recent years, the concept of service failure and recovery have been a topic of interest to the travel and tourism industry for the primary reason that consumer satisfaction has a direct link to loyalty and affects organizational profits. The purpose of this study is to investigate the impact of service failure and recovery on customer loyalty and satisfaction for foreign inclusive tours, and to further explore the moderating effect of severity of failure between perceived justice and customer satisfaction/loyalty, the mediating effect of customer satisfaction between perceived justice and customer loyalty. Major findings were as follows: (a) customer satisfaction and loyalty were significantly affected by service failure and recovery, (b) there was no moderating effect of severity of failure between perceived justice and customer loyalty¸ and (c) there were mediating effect of customer satisfaction between perceived justice and customer loyalty. Theoretical and practical implications and recommendations as well as future research directions were also discussed.

碩士
中國文化大學
企業實務管理數位碩士在職專班
104
Due to the increasing number of China tourists, the expectation of economic benefits is promising. Following the emergency of China economies, the awareness of customer protection and customer rights are rising then. Albeit China tourists make abundance of fortune for Taiwan tourism, the quality of visiting heated landscapes and the quality of tour services are affected by the flooding China tourists.The mistakes of services hence would more or less result in the dissatisfaction of customers. To deal with the complaints of customers well, and promote the satisfaction of customer, tourism industry has to meet a significant lesson. Whereas the tendency of the development of tourism industry promoted by China tourists is quite significant, the studies of service mistake, service reimbursement, and the willingness of revisiting are necessary to comprehend, to ameliorate the negative situations. Descriptive statistical analysis, reliability analysis, validity analysis, t-test, One-way ANOVA, correlation analysis, regression analysis, and mediative regression analysis are adopted in the study, to explore the relations between service mistakes, service reimbursement and the willingness of revisiting, and eventually to provide valuable recommendations to tourism industry.

碩士
朝陽科技大學
企業管理系碩士班
94
The enterprise may unavoidably make some careless mistakes during the process of service delivery, but if it can timely provide the fitting actions of service recovery, it will be able to reduce customer complaints and further enhance the customers’ post-recovery satisfaction and prevent the customers from betraying the organization. According to the related literature reviews, this study constructs a path analytical model to test the relationships among service recovery, service recovery disconfirmation, customer’s post-recovery satisfaction, relationship quality, and customer loyalty. The respondents involved in this study are the customers of international tourist hotels in Taichung. The research framework and all of the research hypotheses are demonstrated by the statistics techniques of multiple regression analyses. The main research results are summarized as follows. Synthetically speaking, if the international tourist hotel can implement the fitting actions of service recovery, and that will promote the customers’ post-recovery satisfaction and corporate Image, and the relationship between it and its customers, and further enhance the customers’ loyalty.

碩士
國立雲林科技大學
企業管理系
104
This research investigates the effect of travel types (independent travel / group package tour) and service failure types (outcome / process) on Consumer Complaint Intentions in study 1 and the effect of travel types (independent travel / group package tour) and service recovery types (psychological / physical) on perceived justice and service recovery satisfaction in study 2. Both of the studies are 2×2＝4 factorial design. The results of study 1 are as follows: (1) There are three factors extracted from Consumer Complaint Intentions items, including “The Third Party Action and Legal Action,” “Take No Action or Complain to Business Directly,” and “Private Action and Personal Boycott.” (2) Service failures types have a significant effect on Consumer Complaint Intentions, and the outcome failure is significantly more than process failure. (3) Travel types have a marginally significant effect on Consumer Complaint Intentions, and group package tour is marginally significant more than independent travel. (4) Service failure types have a significant effect on The Third Party Action and Legal Action, and the outcome failure is significantly more than process failure. (5) Service failure types have a significant effect on Take No Action or Complain to Business Directly, and the outcome failure is significantly more than process failure. (6) Travel types have a marginally significant effect on Take No Action or Complain to Business Directly, and group package tour is marginally significant more than independent travel. (7) Travel types have a significant effect on Private Action and Personal Boycott, and group package tour is significantly more than independent travel. The results of study 2 are as follows: (1) Service recovery types have a significant effect on service recovery satisfaction, and the physical recovery is significantly more than psychological recovery. (2) Travel types have a significant effect on service recovery satisfaction, and group package tour is significantly more than independent travel. (3) Service recovery types have a marginally significant effect on perceived justice, and the physical recovery is marginally significant more than psychological recovery. (4) Travel types have a significant effect on perceived justice, and group package tour is significantly more than independent travel. (5) Service recovery types have a significant effect on distributive justice, and the physical recovery is significantly more than psychological recovery. (6) Travel types have a significant effect on distributive justice, and group package tour is significantly more than independent travel. (7) Service recovery types have a significant effect on procedural justice, and the physical recovery is significantly more than psychological recovery. (8) Travel types have a significant effect on procedural justice, and group package tour is significantly more than independent travel. (9) Travel types have a significant effect on interactional justice, and group package tour is significantly more than independent travel.

碩士
中國文化大學
觀光事業學系
102
The hotel industry is one of a major sector of Thailand’s service industry and service is a key sector for successful business. However, when customers feel dissatisfied in the service, then a service recovery strategy should be implemented. Therefore the purpose of this study is to contribute to the growing body of service recovery knowledge by examining its impact as a relationship tool, This research study on service recovery strategies decides to resolve problems, alter negative attitudes of dissatisfied consumers and to retain these customers by the important factors of severity of failure, service recovery, customer satisfaction and customer loyalty that service recovery plays an important role in the service sector. The data was collected by distributing questionnaires to the tourists who come from Asian countries and have a negative experience of the five star hotels in Bangkok, Thailand and their age were between 25 – 55 years old. The sample size of this study was 400 respondents. The research results provided that the perception of service recovery satisfaction by hotels’ customer is considered as perceived quality of service recovery. The researcher could generate suggestion from the relationship among variables in the study as customer would develop satisfaction from the service providers. Therefore, it is important to maintain standardized service with professional staff to support excellent service as customers expect.