Service quality issues are increasingly seen as of major importance in industries such as tourism and hospitality. This study has sought to examine visitor assistance styles among a group of school leavers in a major Australian tourism coimmunity. The study has identified two major response styles, and has highlighted a number of individual Service Quality ideals and also Social Impact Assessment measures which predict Visitor Assistance and Visitor Non-Assistance. The implications of these results for job-seekers, for tourism/hospitality industry employees and for tourism/hospitality industry management are explored.
Silvestro, R., Johnston, R., Fitzgerald , L. and Voss, C. (1990) ' Quality Measurement in Service Industries', International Journal of Service Industry Management, Vol. 1, pp. 54-66.
2.
Voss, C., Armistead, C., Johnston, B. and Morris, B. (1985) 'Operations Management in Service Industries and the Public Sector', John Wiley and Sons, London.
3.
Evardsson, B. (1988) 'Service Quality in Customer Relationships: A Study of Critical Incidents in Mechanical Engineering Companies ', Service Industries Journal, October.
4.
Grönroos, C. (1984) 'A Service Quality Model and its Marketing Implications', Journal of Marketing, Vol. 18, pp. 36-44.
5.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) 'A Conceptual Model of Service Quality and its Implications for Further Research', Joumal of Marketing, Vol. 49, pp. 41-50.
6.
Johnston, R. (1987) 'A Framework for Developing a Quality Strategy in a Customer Processing Operation', University of Warwick working paper, March.
7.
Smith, S. (1982) 'How to Quantify Quality', Management Today, October.
8.
Voss, C. (1985) 'Field Service Management, in Voss, C., Armistead, C., Johnston, B. and Morris, B., 'Operations Management in Service Industries and the Public Sector', John Wiley and Sons, London.
9.
Johnston, R. and Morris, B. (1985) 'Monitoring and Control in Service Operations', International Journal of Operations and Production Management.
10.
Kaplan, R.S. (1983) 'Measuring Manufacturing Performance: A New Challenge for Managerial Accounting Research', The Accounting Review, Vol. 58, No. 4.
11.
Industries Assistance Commission (1989) Interim Report on the Tourism/ Hospitality Industry , AGPS, Canberra.
12.
Ross, G.F. (1992) 'Tourism and Hospitality Industry Job-attainment Beliefs and Work Values among School Leavers', International Journal of Hospitality Management, Vol. 11, pp. 319-330.
13.
Ross, G.F. (1993) 'Management and Life Values as Predictors of Tourist/ Hospitality and Employment Interest Levels among Potential Employees', Asia Pacific Journal of Human Resources , Vol. 31, pp. 104-117.
14.
Callan, V., Gallois, C., Noller, P. and Kashima, Y. (1991) 'Social Psychology', HBJ, Sydney.
15.
Ibid.
16.
Latané, B. and Darley, J.M. (1970) 'The Unresponsive Bystander. Why Doesn't He Help? ', Appleton-Century-Crofts, New York.
17.
Schwartz, S.H. (1977) 'Normative Influences on Altruism', in Berkowitz, L. (cd), 'Advances in Experimental Social Psychology', Vol. 10, Academic Press, New York.
18.
Pearce, P.L. (1980) 'Strangers, Travellcrs and Greyhound Terminals: A Study of Social-Scale Helping Behaviours', Journal of Personality and Social Psychology, Vol. 38, pp. 935-940.
19.
Aronfreed, J. (1970) 'The Socialization of Altruistic and Sympathetic Behaviour: Some Theoretical and Experimental Analyses', in Macaulay, J. and Berkowitz, L. (eds), 'Altruism and Hclping Behaviour', Academic Press, New York.
20.
Hornstein, H.A. (1972) 'Promotive Tension: The Basis of Prosocial Behaviour from a Lewinian Perspective', Journal of Social Issues, Vol. 28, pp. 191-218.
21.
Coke, J.S. , Batson, C.D. and McDavis, K. (1978) 'Empathic Mediation of Helping: A Two Stage Model', Journal of Personality and Social Psychology, Vol. 36, pp. 752-766.
22.
Liebhart, E.H. (1972) 'Empathy and Emergency Helping: The Effect of Personality, Self-concern, and Acquaintance', Journal of Experimental Social Psychology, Vol. 8, pp. 404-411.
23.
Krebs, D.L. (1975) 'Empathy and Altruism', Journal of Personality and Social Psychology, Vol. 32, pp. 1134-1146.
24.
Mehrabian, A. and Epstein, N. (1972) 'A Measure of Emotional Empathy', Journal of Personality, Vol. 40, pp. 525-543.
25.
Dc Kadt, E. (cd) (1987) 'Tourism: Passport to Development', Oxford Univcrsity Press, Oxford.
26.
MacFarlane, R.N. (1979) 'A Comparative Analysis of Resident-Visitor Contact and Resident Attitudes Towards Tourism', paper presented at the Canadian Association of Geographers' annual meeting, University of Victoria, British Columbia .
27.
Murphy, P.E. (1980) 'Perceptions and Preferences of Decision-making Groups in Tourist Centres: A Guide to Planning Strategy? ', in Hawkings, D. E., Shafcr, E. L. and Rovelstad, J. M. (cds), 'Tourism Planning and Development Issues', George Washington University Press , Washington DC, pp. 355-367.
28.
Pizam, A. (1978) 'Tourism's Impacts: The Social Costs to the Destination Community as Perceived by its Residents', Journal of Travel Research, Vol. 16, pp. 8-12.
29.
Ross, G.F. (1989) 'Tourism of the City of Cairns: Responses of the Residents', Keynote address in 'Proceedings of the Royal Australian Planners Association Conference', Qld; ( 1990a) 'The Impacts of Tourism on Regional Australian Communities' , Regional Journal of Social Issues, Vol. 25, pp. 15-22; (1990b) 'Resident Responses to the Impacts of Tourist Development', People and the Physical Environment, Vol. 33, pp. 2-16; (1990c) 'Tourist Impact Judgements: A Study of the Cairns Community', paper prescntcd at the 25th Australian Psychological Society Conference , University of Melbourne.
30.
Ibid. (1990b); (1991a) 'Community Impacts of Tourism among Older and Long-term Residents', Australian Journal of Aging, Vol. 10, pp. 17-24; (1991b) 'The Impacts of Tourism on Regional Australian Communities', Regional Journal of Social Issues, Vol. 25, pp. 1-8.
