2016 Research Seminar
The School of Tourism and Hospitality Management
The University of The South Pacific
Research Seminar
No.8
Quality Service Experiences in Island Destinations: Cultural Perspectives from the Frontline in tourism: Preliminary Findings
Speaker: Lynn Beckles
PhD USP Student
Date: Wednesday 14th December, 2016
Time: 4.00 – 5.00pm
Venue: STHM Tutorial Room
Abstract
The frontline employee is considered critical to the successful delivery of quality tourism services in small island developing state (SIDS) destinations. The study aims to hypothesize the comparative advantage that the frontline employee’s culture can offer a destination. In examining the cultural constructs that influence the perspectives of frontline employees in the service encounter, this study seeks to identify the drivers and inhibitors in affect when delivering quality service experiences in the multiethnic, multilingual SIDS destination, Fiji. This qualitative study is framed within the ontological perspective of social constructivism and uses techniques from organizational, digital and reflective ethnography to collect data. Initial findings highlight a multiplicity of culturally influenced factors that affected sense making as management and guests react to the service experience delivered by the frontline employees at the hotel. The cultural schemas in effect originate in the differentiated work and community life experiences of the various ethnic groups employed in the enterprise.
Biography
Lynn is a PhD research student from the University of the West Indies, who is being supervised by Professor Marcus Stephenson (STHM). Lynn has worked in destination management and the airline industry in operations and management roles for over 20 years. Lynn is a qualified assessor and evaluator in competency based training.
The School of Tourism and Hospitality Management
The University of The South Pacific
Research Seminar
No. 7
Collaboration for Sustainable Solid Waste Management within Rarotonga’s Tourism Accreditation Scheme
Speaker: Rerekura Teaurere
PhD USP Student
Date: Wednesday 21st, 2016
Time: 5.30-6.30pm
Venue: STHM Tutorial Room
Abstract
Tourism is a major contributor of solid waste to a host country and for small islands that use tourism to develop. Therefore, sustainable management of solid waste is critical to ensure environmental, social and economic sustainability. The challenges small islands face in being able to manage solid waste sustainably is amplified by the increasing volumes of solid waste being generated through tourism. Inadequate solid waste management on small island developing states can have severe impacts on islands ecosystems and on the health of the human population. A significant generator of solid waste is the tourism accommodation industry. Collaborative institutional pressure from participation in environmental networks has shown promise in promoting industry wide environmentally sustainable practices which can contribute to a small islands sustainable development. This presentation will introduce the research intent to evaluate the Cook Islands voluntary Tourism Accreditation Scheme in providing the environment for a collaborative framework for sustainable solid waste management across Rarotonga’s tourism accommodation industry.
Biography
Rerekura Teaurere completed her BSc in Geography specializing in Environmental Science, a PGDip Sci in Environmental Management, and MSc in Environmental Management from the University of Auckland, New Zealand.
The School of Tourism and Hospitality Management
The University of The South Pacific
Research Seminar
No. 6
Sustainable Tourism Certification: A case study of Noosa Biosphere Reserve
Speaker: Cathie Withyman
Specialist Adviser – Communication
Date: Thursday 17th March 2016
Time: 6.00pm
Venue: STHM Tutorial room (FBE annex)
Abstract
Tourism is the world’s largest and fastest growing industry (UNWTO, 2012). It is a global phenomenon with widespread impacts that are both positive and negative. In this context, there is increasing pressure on tourism providers and destination managers to demonstrate sustainable practices and efforts to protect and conserve the natural environment upon which most tourism depends. Eco or sustainable certification has been highlighted as a key tool in sustainable tourism management (Bien, 2007; Font, 2009; Honey, 2008), but after nearly 30 years in the marketplace, uptake of certification remains low (Dodds & Joppe, 2009b). The aim of this research is to gain an insight into how sustainable tourism certification is currently viewed, implemented and promoted as a tourism management tool in a biosphere reserve setting. The case study setting of this research is Noosa Biosphere Reserve in Australia. One hundred tourism firms were surveyed and in-depth interviews were conducted to gain a comprehensive insight into the activity system of sustainable tourism certification. Cultural Historical Activity Theory was used as a methodological analysis framework to assist in the identification of expansive learning opportunities from the surfacing ‘tensions’ and ‘contradictions’. The research reveals potential for biosphere reserves to act as learning sites for development of sustainable practices. However, this will only be fully embraced where there is a significant stakeholder engagement. Education and consultation along with cooperation and communication should be clearly focused on ensuring any tourism within biosphere reserves is sustainable and considers the protection and conservation of environment and local community.
Biography
Cathie Withyman is a tourism professional and practitioner with 20 years of experience across of a range of industry sectors and locations. She is currently employed as a specialist communication adviser with the Australia-Pacific Technical College, based in Suva. Her professional background is firmly placed in the destination management, outdoor adventure and sustainable tourism fields. Cathie has an undergraduate Business degree specialising in Tourism Management from the University of Queensland and a Master of Business Research postgraduate degree from Central Queensland University. Her current research focuses on sustainable tourism certification within Biosphere Reserves. This research stemmed from Cathie’s 10-year involvement in Noosa Biosphere Reserve’s tourism industry as an Advanced Ecotourism Certified business owner.