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The Evolving Service Qulture of Cuban Tourism: A Case Study

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  • Henthorne, Tony L.
  • George, Babu P.
  • Williams, Alvin J.
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    Abstract

    The 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.

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    Bibliographic Info

    Paper provided by University Library of Munich, Germany in its series MPRA Paper with number 25319.

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    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
    Handle: RePEc:pra:mprapa:25319

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    Keywords: Tourism in Cuba; tourist satisfaction;

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