School of Hospitality and Tourism

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https://hdl.handle.net/10292/686

Research in the AUT School of Hospitality and Tourism not only informs the global academic community, they also focus on developing practical research outcomes. Their research is targeted at improving the tourism industry and the people that depend on its success.

The School also works closely with the New Zealand Tourism Research Institute to develop funding to support research initiatives and to provide graduate students with opportunities in research activities.

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Now showing 1 - 20 of 167

A conceptual model of the management of creativity and innovation in airports
(Council for Australasian University Tourism and Hospitality Education (CAUTHE), 2013-02) Losekoot, E; Wright, N
This paper takes the top ten airports identified in the SKYTRAX 2011 airport awards and investigates to what extent their success might be due to creative and innovative management actions. The literature review considers factors such as historical development, geographical location, ownership structure and role of the airport. It uses publicly available qualitative and quantitative data to identify factors that may have contributed to their success and presents a conceptual model. This research demonstrates there is evidence for each of the factors proposed in the model. However in this exploratory study there was little uniformity in terms of the relative success in the awards. The paper recommends that further empirical research is carried out to test the strength and direction of relationships between factors.
A Review of Research into Tourism Work and Employment: Launching the Annals of Tourism Research Curated Collection on Tourism Work and Employment
(Elsevier BV, 2023-05) Ladkin, Adele; Mooney, Shelagh; Solnet, David; Baum, Tom; Robinson, Richard; Yan, Hongmin
A Seat at the Table: Can the Hospitality Industry Work Together to Find a Sustainable Way Forward
(The School of Hospitality & Tourism, Auckland University of Technology, 2023-04-25) Richardson, Rob
Aotearoa's post-COVID19 hopitality industry is in a sate of flux. COVID19 has seen the industry tipped upside down and this disruption has highlight structuial issues that lay below the surface. To build toward a sustainable, more rewarding future the industry needs to come together, reflect, communicate and plan. But does the industry have the ability or desire to do so?
Accessibility Information on the Websites of New Zealand Luxury Lodges
(The School of Hospitality & Tourism, Auckland University of Technology, 2023-04-25) Gillovic, Brielle; Harkison, Tracy
This article reports on a wider study determining the provision of accessibility information by New Zealand Luxury Lodges. It presents important insights about the importance and role of the website provision of accessibility information for potential guests with disabilities, and the implications of this for accommodation providers.
Accommodating Travellers With Pets: Is Auckland Ready?
(School of Hospitality & Tourism, Auckland University of Technology, 2019-06-14) Chen, Y; Schanzel, H
New Zealand is considered a nation of pet lovers, with 64 percent of households owning at least one pet [1]. The aim of this study [2] was to explore what the main considerations were for hospitality operators in Auckland with regards to offering pet-friendly services. To answer this question, several key aspects were considered: pet tourism trends; market expansion of pet-friendly accommodations; the profitability of allowing pets; and operational implications, such as additional investment and labour costs. This explorative research interviewed ten accommodation providers in Auckland: five pet-friendly and five non-pet-friendly. These operators represented owners or managers of hotels, motels, lodges and apartments spread across Auckland and Waiheke Island. Research on operators’ perspectives on pet tourism is unexplored, with previous literature focusing on tourists’ perceptions [3–5]. This study hopes to provide practical implications for the industry, especially for the New Zealand context. New Zealand’s pet tourism market is considered small and mainly domestic. According to popular global dog travel directory Bring Fido [6], in 2017 there were a mere fifteen pet-friendly accommodations in Auckland, in stark contrast to other cities such as New York (367), London (96) and Paris (643). Interviewees’ opinions on the profitability of accommodating pet tourists varied. Non-pet operators rejected the idea of allowing pets due to an abundance of non-pet customers and were reluctant to accept perceived pet-related risks. Their pre-conceptions were likely formed by operating in silos without conducting any research on pet tourism and its market landscape. There was a genuine fear of negative online reviews which cannot be easily amended and can have significant longevity. Their key perceived risks were related to hygiene and allergy concerns for other customers. Preventative measures were believed to involve significant investment into property renovation. Pet friendly operators, who mainly accommodated dogs, shared a different perspective through their own experiences. They expressed high trust and optimism for pet tourists and had rarely experienced any major pet-related incidents. From a hygiene and allergy point of view, the risks were considered minimal and customers bore the responsibility when stating their allergies. Pet-friendly operators stated that no additional workload or costs were incurred through accommodating pets. Significant renovations were not deemed necessary, instead relying on what they already had. However, in the unlikely event of a major pet-related incident, the interviewees expressed that their trust towards accommodating pets would waver, meaning their tolerance of risk was not resilient. At the time of the research, pet-friendly operators were relaxed about pet policies and had not formalised them. The majority were conveying rules to pet tourists through word of mouth, such as that pets must be on a leash in public areas, instead of through written and signed agreements. Tellingly, pet-friendly operators did not perceive New Zealand’s pet tourism market as lucrative. They were allowing pets as an extension of service and lacked motivation to expand or to cater for more pets. The study highlights the potential for growth in the domestic pet tourism market despite the current stalemate, where those who allowed pets were supportive and vice versa. Improving this situation might require unified pet-friendly associations and certain levels of government intervention. In parallel, all operators should break out of silos and socialise more with their pet-friendly peers to gain knowledge and validate assumptions. Pet-friendly operators could improve engagement with pet tourists through standardised policies and formal agreements. With guidance and support from their peers, more accommodations may be capable of handling pets. Pet owners could look forward to a day when travelling with pets becomes much more accessible due to abundant pet-friendly accommodation.
Advancing a Social Justice-Orientated Agenda Through Research: A Review of Refugee-Related Research in Tourism
(Taylor and Francis Group, 2023-04-13) Bazrafshan, S; McIntosh, Alison Jane; Cockburn-Wootten, C
Scholars have called for more critical considerations of social justice and tourism that align with the tenets, values, and practices for sustainability, transformation, and social change. The aim of this research was to map and critically assess the status of refugee-related research in tourism, particularly with regards to the extent to which it adopts, or extends, a social justice-oriented agenda. A systematic literature review of existing studies was conducted. Content analysis assessed three aspects of 37 studies, namely, (1) the topics covered, (2) the extent to which the research aligns with social justice research practices, and (3) the extent to which the research furthers the social justice agenda for transformation. The review revealed a body of work that does not demonstrate social justice research practices; mostly because the refugee-related research topics of focus do not exhibit a social justice-oriented agenda. Our review illustrated that existing tourism research tends to frame refugees negatively and as a threat to destinations, and neglect critical considerations of epistemologies, reflexivity, and research processes. We conclude by highlighting alternative approaches that could contribute to a social justice-oriented agenda, using tourism as a bridge for creating change within structures, discourses, and practices in refugee-related research.
Advancing Critico-Relational Inquiry: Is Tourism Studies Ready for a Relational Turn?
(Taylor and Francis Group, 2023-05-10) Pernecky, Tomas
This paper advances relational thought in tourism studies as a means for facilitating greater scrutiny of the relational matrices that have rendered possible the continuity of unjust, oppressive, and discriminatory relational patterns, particularly when these become detrimental to individuals, communities, other species, and the environment. Amid the growing determination to build more ethical, just, and sustainable futures, it contemplates whether critical scholarship has arrived at a relational turning point, whereby certain manifestations of tourism are increasingly deemed undesirable and problematic, and that transformation is needed in areas such as unsustainable growth, persistent colonial domination and racial conditioning, continued disregard for the environment, ongoing gender inequality and gender violence, and enduring injustices. The paper explains how relationality is interconnected with sustainability and critical scholarship and outlines the premise of critico-relational inquiry in the field. New conceptual vocabulary is offered to emphasise the critical vitality that can be injected into the examination of relations including: relational programming, relational reprogramming, relational hacking, meta-relational concerns, and relational thriving. Critico-relational inquiry is delineated as a viable strategy for transitioning towards sustainable alternatives, and as an integral part of future sustainability cum critical studies.
Airports: places or non-places - who cares?
(Council for Australasian Tourism and Hospitality Education (CAUTHE), 2015-04-15) Losekoot, E
There is considerable literature on the concept of placelessness (Relph, 1976) and ‘nonplace’ (Augé, 1995). Much of this comes from the geography literature, but the developing area of ‘mobilities’ (Sheller & Urry, 2006; Urry, 2002) opens this discussion to include those working in tourism and hospitality. Many examples (e.g. Merriman, 2004) use transport hubs such as airports, train stations and motorway service stations as research sites, yet some locations appear to have been very successful in creating an identity where there was little before (Lohmann, Albers, Koch & Pavlovich, 2009). This study gathered qualitative data from 120 airport customers of Auckland International Airport in New Zealand. The paper will consider whether those people expressed the feeling that airports are liminal spaces (Turner, 1969) which become ‘non-places’ as a result of being ‘spaces in transition’. Using Auckland Airport as a case study it considers what airport customers feel is important in terms of giving a location an identity, and what this particular airport is doing to meet those needs.
Alcohol and hospitality - Operational decisions on a marae
(The Council for australasian University tourism and Hospitality education (CaUtHe), 2013-02) Losekoot, E; Sherlock, D
The issue of alcohol in hospitality has always been a controversial one. In order to address this topic in the cultural context of a marae (communal meeting place) with commercial hospitality facilities on a site regarded as tapu (sacred) and containing many taonga (treasures) this paper considers the operational implications of a decision by the kaumatua (tribal elders) not to allow alcohol to be brought onto the premises. The way in which this is communicated to guests and the impact on the management of the facility is discussed. The paper concludes with some suggestions for further research into the experience of visitors to culturally significant sites.
An investigation of the attitudes of travel and tourism intermediaries to mature travellers
(Journal of Tourism, 2012) Schitko, D; Losekoot, E
This study considers the attitudes to and experiences of travel agents and tourism intermediaries when servicing the needs of mature travellers. It reviews the literature on mature travellers within the broader area of ‘accessible tourism’. The survey of members of a professional association within the travel industry in Auckland, New Zealand highlighted a number of key challenges and opportunities for those working in this increasingly valuable sector of the tourism industry. While this study was a pilot study of the supply side of the tourism industry in Auckland, the research concludes with examples of best practice and some recommendations drawn from the many years’ experience of the survey respondents which would form a useful starting point for a more detailed study considering the experiences of mature travellers.
Analysing Push and Pull Motives for Volcano Tourism at Mount Pinatubo, Philippines
(Springer Verlag, 2017-07-27) Aquino, R; Schanzel, H; Hyde, K
This paper investigates the motivations of visitors undertaking a volcano tour at Mount Pinatubo in the Philippines. The study identifies push and pull motives for visiting a non-erupting active volcano; tests the influence of age, gender and prior experience of volcanic tourism on visitors; and examines differences in motivations for domestic versus international visitors. A total of 174 survey responses were collected and analysed. The results reveal four push motives, namely escape and relaxation, novelty-seeking, volcano knowledge-seeking and socialisation, and two pull motives, namely disaster and cultural heritage-induced and volcanic and geological attribute-driven. Novelty-seeking was found as the strongest motive for visiting volcanic sites. Domestic visitors display higher escape and relaxation and socialisation motives compared to international visitors. The findings provide implications for developing and marketing volcanobased geotourism and for diversifying the Philippines’ tourism products. This study makes a valuable contribution to the under-researched understanding of geotourism at volcanic sites.
Be prepared or she'll be right? Terrorism, hotels and mega events in New Zealand
(The Council for australasian University tourism and Hospitality education (CaUtHe), 2013) Losekoot, E; Poulston, J
Between 1972 and 2003 there were 168 attempts by terrorists to attack respondents or spectators at major sporting events around the world. A literature review of over 100 research papers outlines the reasons terrorist groups target such high-profile events, one of which, is the presence of the international media. This study considers how well New Zealand hotel managers were prepared for a terrorist attack, in their preparations for the 2011 Rugby World Cup. The senior managers interviewed operated a range of properties from serviced apartments to five-star hotels. The aim of the study was to determine levels of preparedness for an attack, and assess attitudes and approaches to risk management. The study finds that New Zealand hotel managers displayed a somewhat laissez faire approach to security, and it is suggested that Hofstede’s low uncertainty avoidance category may help explain their carefree attitude to security risks during sporting mega events. It is hoped that results of this study will bring attention to the weak security measures, as these were not sufficient to prevent a successful terrorist attack in New Zealand.
Behavioural effects of tourism on oceanic common dolphins, delphinus sp., in New Zealand: the effects of Markov analysis variations and current tour operator compliance with regulations
(PLOS, 2015) Meissner, AM; Christiansen, F; Martinez, E; Pawley, MD; Orams, MB; Stockin, KA
Common dolphins, Delphinus sp., are one of the marine mammal species tourism operations in New Zealand focus on. While effects of cetacean-watching activities have previously been examined in coastal regions in New Zealand, this study is the first to investigate effects of commercial tourism and recreational vessels on common dolphins in an open oceanic habitat. Observations from both an independent research vessel and aboard commercial tour vessels operating off the central and east coast Bay of Plenty, North Island, New Zealand were used to assess dolphin behaviour and record the level of compliance by permitted commercial tour operators and private recreational vessels with New Zealand regulations. Dolphin behaviour was assessed using two different approaches to Markov chain analysis in order to examine variation of responses of dolphins to vessels. Results showed that, regardless of the variance in Markov methods, dolphin foraging behaviour was significantly altered by boat interactions. Dolphins spent less time foraging during interactions and took significantly longer to return to foraging once disrupted by vessel presence. This research raises concerns about the potential disruption to feeding, a biologically critical behaviour. This may be particularly important in an open oceanic habitat, where prey resources are typically widely dispersed and unpredictable in abundance. Furthermore, because tourism in this region focuses on common dolphins transiting between adjacent coastal locations, the potential for cumulative effects could exacerbate the local effects demonstrated in this study. While the overall level of compliance by commercial operators was relatively high, non-compliance to the regulations was observed with time restriction, number or speed of vessels interacting with dolphins not being respected. Additionally, prohibited swimming with calves did occur. The effects shown in this study should be carefully considered within conservation management plans, in order to reduce the risk of detrimental effects on common dolphins within the region.
Blinded by science? Reasons for thinking twice
(Council for Hospitality Management Education (CHME), 2014-05-28) Poulston, JM
Critical thinking is a key skill promised by many undergraduate programmes, yet few offer specific courses in thinking, nor do university lecturers necessarily think critically or know how to teach critical thinking. This preliminary paper overviews critical thinking in hospitality pedagogy, then uses the literature on fluoridation and astrology to exemplify the discrepancies between observable phenomena and the common view. Empirical data are employed to interrogate the relationship between empiricism and belief, and survey data on contentious beliefs further explore this relationship. The paper concludes that the relationship between scientific evidence and belief is somewhat arbitrary, and advice from friends and personal experience are important influences on thinking and belief. Implications for hospitality and tourism education are addressed.
Book Review: Dolezal, C., Trupp, A., & Bui, H. T. (Eds.). (2020). Tourism and Development in Southeast Asia.
(Society for South-East Asian Studies (SEAS), 2020-06-29) Aquino, R
No abstract.
Changing cultural economy in the production of Indian performance
(The Asian Migrations Research Theme, the University of Otago, 2014-08-25) Booth, A
This paper focuses on cultural economy, the “set of socio-economic relations that enable cultural activities” (Pratt, 2008, p. 49). It examines the production and representation of culture as a function of the economic relations that enable successful production and the diverse set of partially connected economies in the diasporic setting of Auckland’s South Asian community. The paper is based on ethnographic research between 2010 and the present. Of events presenting Indian performance culture produced within Auckland’s South Asian community, roughly 5% are entirely economically self-sufficient. Most producers rely on a set of economic relationships to supplement the revenues generated by the event itself. Producers activate economic relationships through other kinds of relationships; social, political, cultural identity, family or commercial, but as economic relationships they also depend on mutual self-interest and the potential for mutual economic benefit. The findings demonstrate the formulation of various production networks that affect the economic and cultural value to the South Indian community. Recent concerts and festivals demonstrate how the activation of social relationships plays as economic relationships that add value to various levels of the cultural economy. Value is not limited to within the local community as relationships engage transnational communities and funding partners that influence event production practices. Issues around economic relations that enable cultural activities have all been reformulated in the context of a changing diasporic population (both in size and makeup) and a changing event and festival landscape in the “new” supersized Auckland.
Chinese Tourists’ Attitude Towards Road Safety in New Zealand
(Auckland University of Technology, 2020-02-10) Li, C; Liu, C
Road safety is a global issue that has been given more attention in many countries. In tourist destinations, a high rate of car accidents could negatively influence the market image in tourism. Self-drive tourism has become popular in China in the past decade. Along with the rise of the self-drive travelling trend, New Zealand has become a popular destination that attracts thousands of Chinese self-drive tourists. However, the number of car crashes of Chinese self-drive tourists has gradually increased, which not only endangers tourists and locals but also impacts New Zealand’s image in the Chinese market. New Zealand official reports show that the international drivers who come from right-side driving countries is the main at-fault group in international car accidents due to driving on the wrong side of the road and not obeying the ‘Give Way’ rules (Ministry of Transport, 2017). China is the second-largest inbound tourism market in New Zealand (Stats NZ, 2018), which brings huge economic benefit and promotes the development of tourism. However, the number of Chinese visitors in fatal or injury crashes in New Zealand ranked third with over 100 drivers in 2016 (Ministry of Transport, 2017), which negatively affects word-of-mouth advertising of New Zealand tourism in China. Therefore, understanding Chinese self-drive tourists’ attitudes towards road safety in New Zealand is important. Ethnography is employed in this study to identify the themes and patterns of online reviews posted by the Chinese self-drive tourists who have been to New Zealand. The results showed most self-drive tourists were young and middle aged who travelled with their friends. Lacking tourist infrastructure, poor car condition, and the weather were found the main reasons for road accident. The findings of this qualitative study have provided implications for New Zealand tourism industry and the government in managing road safety of international tourists.
Cinderella in Babylon: the discourse of housekeeping in Hotel Babylon
(Council for Australian University Tourism and Hospitality Education (CAUTHE), 2009-02-10) Harris, C; Schitko, D; Tregidga, H; Williamson, D
This paper looks at the representations of housekeeping and housekeepers in the popular television series Hotel Babylon. The paper discusses some possible effects of the impression constructed of this area of hotel employment and suggests that the image of a hospitality career in housekeeping is undermined and undervalued by this construction. The paper takes a reflective approach and looks at how language and image in the ‘Hotel Babylon’ series are constructed regarding the housekeeping department and workers. The paper posits that image of housekeeping work and those employees is one of mainly migrant workers, sexualized victims and denigrated employees. The paper goes to suggest that housekeeping is in fact often the largest and most important department in hotels as the majority of their income is derived from the sale of rooms. The paper argues that it is ironic that the employees responsible for the largest revenue generating area of the hotel are so strongly denigrated, when in fact they should be recognised as key employees. In terms of hotel and hospitality generally, this study suggests more fundamental concerns about sustaining service quality and employment relationships in a tight labour market.
Cinderella in Babylon: the representation of housekeeping and housekeepers in the UK television series Hotel Babylon
(Intellect Ltd, 2011) Harris, C; Tregidga, H; Williamson, D
This article examines representations of housekeeping and housekeepers in the popular television series Hotel Babylon. We take a reflective approach in consid-ering how identities and roles in the Hotel Babylon series are constructed, regarding the housekeeping department and its workers. We identify that the representation of housekeeping work and employees is one of mainly sexualized victims, migrant workers and denigrated employees. Some possible effects of the identity and role constructed in this series are discussed; in particular an under-mining and undervaluing of a career in housekeeping. This study suggests more fundamental concerns about sustaining service quality and employment relation-ships in the hotel sector.
Community Hospitality: Improving Advocacy and Support for Refugees
(Council for Hospitality Management Education (CHME), 2018-05-21) McIntosh, AJ; Cockburn-Wootten, C
When refugees are resettled into a destination, not-for-profit organisations offer frontline services to ease refugees’ experiences of trauma and marginalisation, providing advocacy and welcome through reception processes, translation services and multicultural centres. These organisations facilitate, bridge and negotiate the former refugees’ daily experiences of vulnerability, trauma, resilience, inclusion and hostility in a climate of limited resourcing. The degree and effectiveness of welcome given by these service organisations is of importance to how quickly refugees feel they belong and can settle quickly in their new society. Adopting the framework of ‘community hospitality’, this paper presents the findings of original research conducted with 34 not-for-profit organisations in New Zealand. Ketso, a creative, participatory tool was used as a community engagement method. The results indicate how these not-for profit organisations felt the welcome, advocacy and support for former refugees could be better organised to support the settlement process. The barriers and challenges to the provision of community hospitality by community organisations are discussed, and priorities identified to improve the refugee resettlement process and outcomes.

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