The tide of Chinese tourists have emerged to become the focus of many destinations keen to realise the benefits of such engagements. Chinese outbound tourists are widely dispersed across the world, where tourism literature have studied characteristics of such visitors, motivations for their travel, and the readiness of destinations towards such developments. However, this trajectory is not without its challenges. Recent instances of deviant behaviour concerning some Chinese tourists have painted a fairly negative image of such visitors. Despite these efforts, very little is known as to how destinations have responded to the deviant behaviour. Building on the current scope of service quality literature, this paper explores how a more coordinated approach to manage such service encounters arising in the future can benefit organisations.
26th Council for Australasian University Tourism and Hospitality Education (CAUTHE) Annual Conference: The Changing Landscape: The Impact of Emerging Markets and Destinations, Sydney, Australia 8-11 February 2016
Proceedings of the 26th Council for Australasian University Tourism and Hospitality Education Annual Conference / Madalyn Scerri and Lee Ker Hui (eds): pp.699-704