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This study aims to investigate the impact of local government market orientation as perceived by Millennials on their intention to support tourism development.

An online survey administered to a sample of 418 Millennials was designed for descriptive and causal data analyses.

The results show that Millennials’ intention to support tourism is high and depends on perceived market orientation. In the proposed model, market orientation by local government directly predicts perceived benefits and attitudes, and indirectly, the intention to support. Economic benefits are not the only relevant benefits to Millennials.

The main limitation of this work is related to the selection and combination of the internal and external variables included in the proposed model, given the great diversity of variables in the literature in this field.

This study allows us to predict and encourage Millennials’ intention to support tourism development through very few variables. This study is of theoretical and practical interest to local government, tourism firms, educators and researchers. These entities can, thus, encourage the support process collaboratively among Millennials.

This predictive study of Millennials’ intention to support includes variables that have not been previously studied together. Through market orientation by local government, the organizational world and young consumers are connected. The generational approach adopted allows the use of global actions to encourage Millennials’ support.

针对418个千禧一代的样本进行的在线调查, 旨在进行描述性和因果数据分析。

这项研究旨在调查千禧世代对地方政府市场导向的看法对他们支持旅游业发展的意图的影。

结果表明, 千禧一代对旅游业的支持意愿很高, 并且取决于人们对市场导向的感知。在建议的模型中, 地方政府的市场导向直接预测了感知的利益和态度, 并间接预测了支持的意愿。经济利益并不是千禧一代唯一的相关利益。

鉴于该领域文献中变量的多样性, 这项工作的主要局限性在于所提议模型中包括的内部和外部变量的选择和组合。

该研究使我们能够通过很少的变量来预测和鼓励千禧一代支持旅游业发展的意愿。该研究对地方政府, 旅游公司, 教育者和研究人员具有理论和实践意义。因此, 这些相关者可以共同促进千禧一代之间的支持过程。

这项对千禧一代的支持意愿的预测研究包含了之前尚未一起研究的变量。组织方和年轻消费者之间通过市场导向建立了联系。年龄代的研究方法可以促进全球行动来鼓励千禧一代的支持。

旅游业发展 千禧一代 居民 支持意愿 个人利益 社区利益

Este estudio tiene como objetivo investigar el impacto de la orientación al mercado del gobierno local, según la perciben los Millennials, en su intención de apoyar el desarrollo turístico.

Se diseñó una encuesta online administrada a una muestra de 418 Millennials para el análisis de datos descriptivos y causales.

Los resultados muestran que la intención de los Millennials de apoyar el turismo es alta y depende de la orientación del mercado percibida. En el modelo propuesto, la orientación al mercado por parte del gobierno local predice directamente los beneficios y actitudes percibidos, e indirectamente, la intención de apoyar. Los beneficios económicos no son los únicos beneficios relevantes para los Millennials.

La principal limitación de este trabajo está relacionada con la selección y combinación de las variables internas y externas incluidas en el modelo propuesto, dada la gran diversidad de variables en la literatura en este campo.

El estudio nos permite predecir y fomentar la intención de los Millennials de apoyar el desarrollo turístico a través de muy pocas variables. El estudio es de interés teórico y práctico para gobiernos locales, empresas turísticas, educadores e investigadores. Estas entidades pueden, así, facilitar el proceso de apoyo de forma colaborativa entre Millennials.

Este estudio predictivo de la intención de apoyo de los Millennials incluye variables que no se han estudiado juntas previamente. A través de la orientación al mercado del gobierno local, el mundo organizacional y el joven consumidor están conectados. El enfoque generacional adoptado permite el uso de acciones globales para incentivar el apoyo de los Millennials.

Desarrollo turístico, Market orientation, Millennials, Residentes, Intención de apoyo, Beneficios personales, Beneficios comunitarios, Actitud

This study aims to explore how tourists construct destination images in the context of dark tourism and reveals the relationships between on-site experience, destination image and behavioural intention.

The earthquake-ravaged county town of Beichuan in China was chosen as the study site. The study collected 298 viable questionnaires from tourists. Partial least squares structural equation modelling was performed to explore the relationships between the variables of on-site experience, destination image and behavioural intention.

The study identified four dimensions of dark tourism destination image (TDI) from its attribute and functional perspective. It found that “image of memorial place” and “image of educational place” were the most perceptual images and positively related with most subdimensions of on-site experience and behavioural intention. “Image of leisure place” and “image of landscapes of fear” were less perceived by tourists and negatively related with some subdimensions of on-site experience and behavioural intention.

To our knowledge, this study is the first attempt to explore the complex mechanisms of dark TDI formation with the framework of “on-site experiences–destination images–behavioural intentions”. By identifying tourists’ most and least perceptual images and their effective antecedents and consequences help to reconcile and manage the controversial and contradictory images of a dark tourism destination.

本文探讨了游客如何建构黑色旅游目的地形象, 进一步研究了游客现场体验、目的地形象、行为意愿之间的作用关系。

以汶川地震重灾区北川老县城遗址为案例地, 本研究收集了游客结构化问卷298份, 采用偏最小二乘结构方程模型（PLS-SEM）分析了游客现场体验、目的地形象和行为意愿各维度之间的作用关系。

从目的地属性和功能角度, 本文区分了黑色旅游目的地形象四个维度。研究发现“纪念地形象”和“教育地形象”是游客感知最强的两大维度, 与绝大多数游客现场体验和行为意愿的维度呈显著正向影响关系。 “休闲地形象”和“恐惧景观形象”, 游客感知较弱, 与现场体验和行为意向的一些维度呈负向影响关系。

本文首次利用“现场体验-目的地形象-行为意愿”这一研究框架, 揭示黑色旅游目的地形象的复杂生成机制。通过识别游客感知最强和最弱的形象维度, 揭示其前因与后果, 有助于调和与管理有争议和矛盾的黑色旅游目的地形象。

Este estudio explora cómo los turistas construyen la imagen del destino en el contexto del turismo oscuro, revelando las relaciones entre experiencias en el lugar, imágenes del destino e intenciones de comportamiento.

El terremoto que devastó la ciudad del condado de Beichuan en China fue elegido lugar de estudio por sus peculiaridades para el desarrollo del destino oscuro. El estudio recopiló 298 cuestionarios viables de turistas. Se planteo un modelo de ecuaciones estructurales (PLS-SEM) para explorar las relaciones entre las variables de experiencias en el lugar, imágenes de destino e intenciones de comportamiento.

El estudio identificó cuatro dimensiones de la imagen del destino turístico oscuro desde su atributo y perspectiva funcional. De igual forma, se encontró que la “imagen del lugar conmemorativo” y la “imagen del lugar educativo” eran las imágenes más perceptivas y estaban relacionadas positivamente con la mayoría de los subdimensiones de las experiencias en el lugar e intenciones de comportamiento. Los turistas percibieron menos la “imagen de un lugar de ocio” y la “imagen de paisajes de miedo” y se relacionaron negativamente con algunos subdimensiones de las experiencias en el lugar e intención de comportamiento.

Hasta donde sabemos, este estudio es el primer intento de explorar el complejo mecanismo en la formación de TDIs oscuros con el marco de “experiencias en el lugar- imágenes de destino – intenciones de comportamiento”. Al identificar las imágenes más o menos perceptivas de los turistas, y sus antecedentes y consecuencias efectivos, ayuda a conciliar y gestionar las imágenes controvertidas y contradictorias de un destino turístico oscuro.

The purpose of this paper is to determine whether different scales and ways to collect reviews and ratings found on online travel agencies (OTAs) can affect hotels, and whether hotels obtain the same or different evaluations.

Hotel ratings from five OTAs in four European markets were collected and compared in pairs. An initial comparison was made with the hotel scores of each OTA to show what a typical user would see. Then, a rescaled score (0-10) was used to compare all the OTA scales appropriately and to distinguish between what customers observe and what the reality is.

The results reveal that Booking.com that uses a scale (2.5-10) and Agoda with a scale (2-10) seem to give higher rating scores than Atrapalo (1-10), Travel Republic (0-10) and hotel reservation service (1-10). However, when the scores are rescaled (0-10), the worst ratings are found on Booking.com followed by Agoda.

OTAs should include, next to the scores, the scale used to rate hotels so as to provide users with better and clearer information. Moreover, rating questionnaires should match the verbal denominations with their numerical values to avoid biased ratings.

OTAs and hotel managers are losing information provided by customers because customers are not aware of the scale when rating hotels. Moreover, hotel ratings are used by potential customers to obtain a clearer image of an establishment. However, if some hotels are being overrated by some scales, customers might have higher expectations, which may not be met.

The unique rating scales of Booking.com and Agoda provide additional insights into their hotel evaluations, which seem to be apparently higher when in fact they are not.

在线旅行评论评分量表及其对酒店得分和竞争力的影响

摘要

这项研究旨在研究在线旅行社（OTA）上评论和评级的不同量表和方式是否会影响酒店获得的评估。

本研究收集并比较了来自四个欧洲市场中五个OTA的酒店等级数据。研究首先对每个OTA的酒店得分进行了比较, 以显示一般用户会看到的内容。然后研究使用重新缩放的得分（0-10）来恰当地比较所有OTA的酒店等级, 并区分顾客观察到的内容和现实。

结果显示, Booking.com使用的量表（2.5-10）和Agoda的量表（2-10）, 似乎高于Atrapalo（1-10）, Travel Republic（0-10）和 hotel reservation service （1-10）的评分。但是, 当分数重新调整为（0-10）时, 最差的评分是在Booking.com上, 其次是Agoda。

OTA应在评分旁边注明用于对酒店进行评分的量表, 以便为用户提供更好, 更清晰的信息。此外, 评级问卷应使评价描述与其数值相匹配, 以避免评级出现偏差。

OTA和酒店经理正在丢失客户所提供的信息, 因为客户在对酒店进行评级时并不了解其使用的量表。此外, 潜在客户使用酒店评级来获得更清晰的企业形象。但是, 如果某些酒店被某些网站的评级量表高估, 那么客户可能会有偏高的期望, 而这些期望可能无法被满足。

Booking.com和Agoda的独特评分等级标准为酒店提供了更多见解, 而实际上酒店的情况可能并非如此。

Las escalas de calificación de las opiniones de los viajes online y sus efectos en la valoración y competitividad de los hoteles.

El objetivo de esta investigación es determinar si las diferentes escalas y formas de recopilar opiniones y valoraciones de las Agencias de Viajes Online (OTAs), pueden afectar a si los hoteles tienen las mismas o distintas calificaciones.

Las calificaciones de hoteles de cinco OTAs en cuatro mercados europeos, se recopilaron y compararon por pares. Se realizó una comparación inicial con las puntuaciones de los hoteles de cada OTA, para mostrar lo que vería un usuario típico. Luego, se utilizó una puntuación de reescalado (0-10), para comparar todas las escalas de las OTAs de manera apropiada y así poder diferenciar entre lo que los clientes observan y lo que es en realidad.

Los resultados revelan que Booking.com, que utiliza una escala (2.5-10) y Agoda con una escala (2-10), parecen puntuar con calificaciones más altas que Atrapalo (1-10), Travel Republic (0-10) y hotel reservation service (1-10). Sin embargo, cuando se vuelven a escalar las puntuaciones (0-10), las peores calificaciones se encuentran en Booking.com, seguida de Agoda.

Las OTAs deben incluir, junto a las puntuaciones, la escala utilizada para calificar los hoteles a fin de proporcionar a los usuarios una información mayor y más clara. Además, los cuestionarios de calificación deben hacer coincidir las denominaciones verbales con sus valores numéricos para evitar calificaciones sesgadas.

Por un lado las OTAs y los gerentes de hoteles, están perdiendo información proporcionada por los clientes, porque los clientes no son conscientes del tipo de escala utilizada cuando califican los hoteles. Por otro lado, los clientes potenciales utilizan las calificaciones de los hoteles para obtener una imagen más clara de un establecimiento. Por lo que en muchos casos, los clientes pueden tener expectativas más altas, que pueden no cumplirse, si los hoteles están siendo sobrevalorados por algunas escalas.

Las escalas de calificación únicas de Booking.com y Agoda, brindan información adicional sobre las evaluaciones de sus hoteles que parecen ser aparentemente más altas cuando en realidad no lo son.

Smart tourist destinations (STDs) make use of new technologies to facilitate and improve the experience of tourists. So why not use these technologies to efficiently manage the destination? The aim of this work is to define and implement a methodology that provides value to STDs by defining their most important characteristics to monitor and quantify them automatically in real time.

The authors developed a conceptual framework to the smart tourism approach presented in previous studies, the latest technologies and the application of the smart tourism system (STS). Based on the focus group method with stakeholders from the tourism industry of the Spanish tourist municipality of Puerto de la Cruz, they defined the main KPIs for a municipal STD. Likewise, the authors specified the necessary technologies to obtain, manage and represent the data, and the method for quantifying the quality of the STD by using the AHP method. Lastly, they implemented the framework for the aforementioned municipality.

The implementation in a real context of the STS proposed for Puerto de la Cruz demonstrates its validity and the possibility of adapting it to any other municipal destination. In addition, the authors corroborate how this STS improves on other versions.

This paper provides a theoretical methodology to improve STD management and implements it. Other studies have focused only on the theoretical aspect. Moreover, automated management tools are emerging for STDs, but they lack the quality provided by the scientific approach employed herein.

This study aims to analyze the contribution of tourist event and satisfaction with tourism events as a product of regional tourism competitiveness, as well as evaluate factors of competitiveness.

The research followed a quantitative methodology by conducting a questionnaire on the four largest tourist events in Madeira (Carnival, Flower Festival, Atlantic Festival and Wine Festival), an insular island located in Portugal.

The sample consisted of 2,262 tourists surveyed during the year 2017 and structural equation models were used as the statistical method. Results showed that satisfaction is reflected in the client's loyalty to the choice of a tourist destination and also contributes directly and indirectly to the regional tourist competitiveness.

This study contributes to the valorization of local and regional events, perceived by the level of satisfaction and loyalty of tourists, as products of regional competitiveness of a tourist destination.

The purpose of this study is to synthesize the published works about tourism in the island. Island destinations, especially smaller ones, suffer the negative effects of tourism more than other destinations. This is because of the characteristics of island destinations and the negative impacts arising from their inadequate management by different stakeholders. For these reasons, and conversely because tourism favors the social and economic development of islands, there has been a great deal of research published on insular tourism in the literature at a global level. Despite the number of studies carried out from different approaches, none have synthesized this scientific production. Thus, the main contribution of this paper is the use of a bibliometric and descriptive approach to carry out a thorough review of studies published on tourist development in island destinations.

The authors use a bibliometric and descriptive approach to carry out a comprehensive review of the published studies on tourism development in island destinations in the past decade with special emphasis on the items analyzed, places of analysis and scientific journals that have addressed this topic.

The results of the analysis of the literature show the interest of the study of tourism in island destinations. This interest is partly due to the attraction that tourists have for this type of destinations and the need to promote their sustainable management as tourism destinations (Cusick, 2009, Hall, 2011, Cave and Brown, 2012, López, Orgaz, Marmolejo and Alector, 2016). In addition, tourism in island destinations constitutes an opportunity for economic development and benefits both the local population and its visitors (Fabinyi, 2010; Porter et al., 2015).

The main limitation of this paper is the great diversity of tourist destinations made up of islands, the complex nature of these destinations and tourism and the quantity and diversity of research carried out into them. This aspect has already been highlighted by other authors and makes it complex to determine which research should be included or excluded in this review.

Importantly, the results allow researchers and decision-makers to identify the main areas of interest in the study of island tourism and the reasons for this interest. They also indicate new areas of interest and in-depth studies. Thus, professionals have a map that shows the most relevant factors in tourism development for this type of destination and the variables that, both from a positive and a negative point of view, influence its development.

This research shows that the main areas of interest is island destination are the quality of life of the local community, stakeholder collaboration, sustainability, diversification and seasonality, marketing, consumer behavior/perception and segmentation, planning of tourism activity, information and technology, competitiveness and efficiency.

As evidenced by the amount of research carried out, there is a great deal of interest in tourism in island destinations. This interest arises from the specific characteristics and the interest of tourists themselves in this type of destination, as well as from the negative impacts and opportunities generated by island tourism. Nevertheless, the number of references obtained for tourism in island destinations (N = 949) represents only 0.2 per cent of the total number of studies referring to only “island” in the SCOPUS consultation (339,607 studies). Thus, one of the contributions of this paper has been to highlight the need to continue studying and reviewing in greater depth research on insular tourism.

The purpose of this paper is to determine the drivers of the formation of e-loyalty in a tourist destination, providing a model composed of variables that are under the control of the firm along with others that are not fully controllable by professionals.

The study was carried out with a sample of 497 subjects, university students and online consumers, and with the use of structural equations (partial least squares).

Results show that young people give a high valuation to all the variables used in the research. These results contribute to the literature on e-loyalty in tourism destinations and improve tourism loyalty in this population segment.

The main limitation of this research has been related to the number of variables and measurement indicators that, according to the literature review, influence e-loyalty. Finally, a balanced and statistically significant model has been developed that has practical utility and analyzes online purchase of tourism products from a process perspective that includes variables that are internal and external to the firm.

The study suggests that young people have a favourable attitude and predisposition towards e-commerce, which, in turn, favours firms’ efforts to promote consumption and loyalty within the framework of the model’s variables.

This research paper has important value by analysing the initiating variables to determine how e-loyalty can be managed in tourist destinations, in addition to analysing an important segment for future tourism development.

Artisan gastronomy is becoming increasingly important in a destination’s tourism competitiveness. The aim of this chapter is to discuss why artisan gastronomy is important in developing new innovative tourism attractions. To do this, the reasons why tourists like local food and the way this increases the cultural attractiveness of a region are stated. This is important particularly for countries like Spain that derive their competitiveness from artisan gastronomy. The role of artisan gastronomy is stated in terms of Tenerife in Spain. Managerial suggestions are also stated.

Artisan businesses in Africa have distinct ways of being that make them peculiar to manage when compared to non-artisanal enterprises. Artisan businesses are often developed on the basis of tacit knowledge that is passed on from one generation to the next through an apprenticeship model. Furthermore, these businesses are often driven by an intersection of necessity motives (the need for the artisan to make a living) and opportunity (the honing of a valued handicraft that can be monetized). The challenge for artisanal businesses of this nature is therefore broadly twofold: firstly, the sustainability of the enterprise due to knowledge transfer challenges; and secondly, the motivation of artisanal apprentices who are preoccupied with meeting their livelihood needs over the opportunity to practice a craft. This case study presents an insight into how these challenges playout but also an insight into how these challenges can be overcome. Kazuri Beads have survived these challenges for over 40 years and therefore is an ideal showcase of how an artisan business can be established, grown and sustained in the long run.