The Evolving Service Qulture of Cuban Tourism: A Case Study
AbstractThe case examines the impressive growth of tourism in Cuba. It analyzes tourism development in a society striving to navigate its way economically amid numerous social and political challenges. The Cuban experiment with tourism is a short-term mega success. However, it is highly uncertain whether long-term sustainability can be maintained without the appropriate managerial changes at all levels. This paper highlights challenges in the tourism employment sector – training, supervisory issues, and performance evaluation, within a centrally-controlled bureaucratic system. Of specific interest is the disconnection between the natural hospitability of the Cuban people and low levels of tourist satisfaction stemming from a lack of professional hospitality. The paper concludes by focusing on the high relevance of the Cuban cultural identity as a key motivator undergirding the demand for tourism. However, with the rapid growth of tourism, strains are occurring in the cultural realm, thus requiring immediate policy intervention for sustained positive results.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoPaper provided by University Library of Munich, Germany in its series MPRA Paper with number 25319.
Date of creation: 28 Jul 2009
Date of revision: 13 Sep 2009
Publication status: Published in TOURISMOS: An International Multidisciplinary Journal of Tourism 2.5(2010): pp. 129-143
Tourism in Cuba; tourist satisfaction;
Find related papers by JEL classification:
- O1 - Economic Development, Technological Change, and Growth - - Economic Development
- M1 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration
- L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism
You can help add them by filling out this form.
reading list or among the top items on IDEAS.Access and download statisticsgeneral information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Ekkehart Schlicht).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.