PurposeThe objectives of this study are to find out why tour operators implement quality assurance, and what problems and challenges they face in doing so.Design/methodology/approachThis study utilized a multiple‐case study approach, interviewing the senior managers of three accredited tour operators using formally structured questions.FindingsThe purposes for which the tour operators attained ISO 9000 certification were image building, promotion and advertising; to rectify the varying standards amongst different departments; to build an understanding of the operations; to review the operation procedures and system, and the management of the tour operators; as well as to legitimize the senior management's action to make changes. A number of negative aspects to the ISO 9000 certification were found, including the high cost of implementation, lukewarm reception by staff, reduced effectiveness over time and that consistency of procedures did not equate to good or improving quality.Research limitations/implicationsAs the current research used a very small sample, only limited generalizations can be made.Practical implicationsTour operation is a service‐based business in which it is difficult to standardize service quality – but, where an attempt is made, there does seem to be a significant reduction in human error.Originality/valueA body of literature exists in which arguments for and against the use and practices of the ISO 9000 certification in different sectors are presented, but the tour operator industry is neglected. This paper examined the value of quality assurance certification in the tour operators sector to fill the void.
Hong Kong has been renowned as a ‘shoppers’ paradise’ for more than a decade. Visitor shopping accounted for more than half of the total visitor expenditure and it is obvious that visitor shopping is an important component of the Hong Kong economy. Taiwanese are one of the most important sources of visitor arrivals and shopping revenue. A survey of 100 Taiwanese visitors to Hong Kong about their shopping experience in Hong Kong and in Singapore was conducted. Results indicated that Hong Kong has an advantage with a wider selection of merchandise but there are not many differences between Hong Kong and Singapore in terms of product and service quality. However, Taiwanese tourists felt that retailers in Hong Kong are not as honest as those in Singapore.
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