Article

Factors Affecting the Service Quality of the Tour Guiding Profession in Macau

International Journal of Tourism Research (Impact Factor: 1.02). 05/2010; 12(3):205-218. DOI: 10.1002/jtr.746

ABSTRACT

This study examines the factors affecting the service quality of the tour guiding profession in Macau. In-depth interviews were conducted with representatives from the Macau Tourist Guide Association, the Macau Government Tourist Office and selected practising tour guides to explore the issues from multiple insiders' perspectives. The factors identified were classified into six categories: unhealthy business practices, market domination, immaturity of tourist market, changing tourist behaviour, intense competition between inbound tour operators and human resource issues. The findings suggest that a number of these problems actually originated from the unhealthy business practices of the tourist-generating country, namely mainland China in this study. Considering the growing importance of the Chinese outbound tourism market, the study findings will be of significant value to Macau and to other destinations targeting the Chinese market.

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    • "In the case of Macao and other cities in East Asia, recent research demonstrates that the job of a tour guide usually includes the introduction and promotion of shopping and dining places (Mak et al., 2010; Tsaur & Wang, 2009). This is done for commercial motives, for any sales transacted will generate often lucrative commissions for tour guides and their travel agencies (Chang, Wang, Guo, Su, & Yen, 2007; Mak et al., 2010; Wang et al., 2000). "
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    ABSTRACT: This paper offers insights into the power-knowledge situations within tour guide training in Macao and queries the associated embedded capitalistic domination and utopian pressures. Drawing upon a tour guide trainer’s autoethnography, ethnography within the classroom, life and work history interviews with tour guides, and critical discourse analysis of key training materials, it is observed that tour guide training in Macao encouraged capital-induced normalization processes relating to categorising and moulding malleable workers for the dominant and dominating tourism industry. UNESCO-endorsed training materials and their projections of utopian visions are found to promote a new ‘breed’ of self-regulating specialist tour guides the authors termed, the homo turismos.
    Full-text · Article · Dec 2014
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    • "However, if local guides are not professional enough, they will deliver incorrect information and interpretation to tour members, and cause hassles for the tour leaders. Furthermore, tour leaders are most afraid of those local guides who force tour members to purchase products because they want to earn commission from tour members' purchases or from orders of optional tours (Mak et al., 2010). "
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    ABSTRACT: This study conducted in-depth interviews with 15 tour leaders to explore the hassles in tour leaders' personal lives and work. Through content analysis, the hassles of tour leaders were identified and were found consistent with previous literature, namely a three-fold classification of: hassles in guiding tours, hassles from tour companies, and hassles in personal lives. Hassles in guiding tours include the annoying behavior of tour members, troublesome employees of the suppliers, obstacles during the tour, perceptual differences between the tour leader and tour members, and bearing responsibilities for errors caused by others. Hassles from tour companies include unfulfilled duties of tour company staff, inconsistencies between tour features and tour leaders' styles, and the irrational regulations of tour companies. Hassles in personal lives include work–family conflicts, work-related diseases, low and unstable income, hardship in maintaining social relationships, and difficulties in utilizing leisure time properly. Implications for management and future research are discussed.
    Full-text · Article · Dec 2014 · Tourism Management
  • Source
    • "In the case of Macao and other cities in East Asia, recent research demonstrates that the job of a tour guide usually includes the introduction and promotion of shopping and dining places (Mak et al., 2010; Tsaur & Wang, 2009). This is done for commercial motives, for any sales transacted will generate often lucrative commissions for tour guides and their travel agencies (Chang, Wang, Guo, Su, & Yen, 2007; Mak et al., 2010; Wang et al., 2000). "
    [Show abstract] [Hide abstract]
    ABSTRACT: This paper offers insights into the power-knowledge situations within tour guide training in Macao and queries the associated embedded capitalistic domination and utopian pressures. Drawing upon a tour guide trainer’s autoethnography, ethnography within the classroom, life and work history interviews with tour guides, and critical discourse analysis of key training materials, it is observed that tour guide training in Macao encouraged capital-induced normalization processes relating to categorising and moulding malleable workers for the dominant and dominating tourism industry. UNESCO-endorsed training materials and their projections of utopian visions are found to promote a new ‘breed’ of self-regulating specialist tour guides the authors termed, the homo turismos.
    Full-text · Article · Sep 2014 · Annals of Tourism Research
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