Conference paper
On red alert: Responses to deviant behaviour of Chinese outbound tourists during service encounters
Proceedings of the 26th Council for Australasian University Tourism and Hospitality Education Annual Conference, pp.699-704
Council for Australasian University Tourism and Hospitality Education (CAUTHE) Annual Conference: The Changing Landscape: The Impact of Emerging Markets and Destinations, 26th (Sydney, Australia, 08-Feb-2016–11-Feb-2016)
Council for Australasian University Tourism and Hospitality Education
2016
Abstract
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.
Details
- Title
- On red alert: Responses to deviant behaviour of Chinese outbound tourists during service encounters
- Authors
- Aaron Tham (Author) - University of the Sunshine Coast - Faculty of Science, Health, Education and Engineering
- Contributors
- Madalyn Scerri (Editor)Lee Ker Hui (Editor)
- Publication details
- Proceedings of the 26th Council for Australasian University Tourism and Hospitality Education Annual Conference, pp.699-704
- Conference details
- Council for Australasian University Tourism and Hospitality Education (CAUTHE) Annual Conference: The Changing Landscape: The Impact of Emerging Markets and Destinations, 26th (Sydney, Australia, 08-Feb-2016–11-Feb-2016)
- Publisher
- Council for Australasian University Tourism and Hospitality Education
- Date published
- 2016
- ISBN
- 9780987050793
- Copyright note
- Copyright © 2016 Council for Australian University Tourism and Hospitality Education, CAUTHE Inc. Reproduced here in accordance with the publishers copyright policy.
- Organisation Unit
- School of Business and Creative Industries; Indigenous and Transcultural Research Centre; University of the Sunshine Coast, Queensland; USC Business School - Legacy
- Language
- English
- Record Identifier
- 99449848402621
- Output Type
- Conference paper
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