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Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau

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  • Mak, Athena H.N.
  • Wong, Kevin K.F.
  • Chang, Richard C.Y.

Abstract

This study examines the critical issues affecting the service quality and professionalism of the tour guiding professions in Hong Kong and Macau. In-depth interviews were conducted with industry representatives in the two regions. The issues identified are classified into six categories: unhealthy business practices of outbound travel agencies in China, immaturity of the Chinese tourism market, exploitative measures by inbound tour operators, human resource issues, role conflict, and service quality assurance mechanism. A conceptual model is proposed to explain the role conflict faced by the guiding professions. The implications of the findings and recommendations for practice and future research are discussed. Given the growing importance of the Chinese tourism market, the findings will be of significant value to Hong Kong and Macau, and to other destinations targeting the Chinese market.

Suggested Citation

  • Mak, Athena H.N. & Wong, Kevin K.F. & Chang, Richard C.Y., 2011. "Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau," Tourism Management, Elsevier, vol. 32(6), pages 1442-1452.
    • Handle: RePEc:eee:touman:v:32:y:2011:i:6:p:1442-1452
    DOI: 10.1016/j.tourman.2011.01.003
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    References listed on IDEAS

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    1. Van Dijk, Pieter A. & Smith, Liam D.G. & Cooper, Brian K., 2011. "Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes," Tourism Management, Elsevier, vol. 32(1), pages 39-45.
    2. Wayne Long, 1983. "The Meaning of Entrepreneurship," Entrepreneurship Theory and Practice, , vol. 8(2), pages 47-59, October.
    3. Michel Callon & Fabian Muniesa, 2005. "Economic markets as calculative collective devices," Post-Print halshs-00087477, HAL.
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    Cited by:

    1. Leanard Otwori Juma & Anikó Khademi-Vidra, 2022. "Nature Interpretation as an Environmental Educational Approach in Visitor Management; The Application Dilemma for Different Target Groups at Masai Mara National Reserve, Kenya," Sustainability, MDPI, vol. 14(5), pages 1-21, March.
    2. Liu, Yixue & Zhang, Rouran & Yao, Yanbo, 2021. "How tourist power in social media affects tourism market regulation after unethical incidents: Evidence from China," Annals of Tourism Research, Elsevier, vol. 91(C).
    3. Tsaur, Sheng-Hshiung & Lin, Wei-Rong, 2014. "Hassles of tour leaders," Tourism Management, Elsevier, vol. 45(C), pages 28-38.
    4. Stringfellow, Lindsay & MacLaren, Andrew & Maclean, Mairi & O’Gorman, Kevin, 2013. "Conceptualizing taste: Food, culture and celebrities," Tourism Management, Elsevier, vol. 37(C), pages 77-85.
    5. Liu, Jui Shiang & Tsaur, Sheng-Hshiung, 2014. "We are in the same boat: Tourist citizenship behaviors," Tourism Management, Elsevier, vol. 42(C), pages 88-100.
    6. Tsaur, Ruey-Chyn & Chen, Chyoug-Hwa, 2018. "Strategies for cross-border travel supply chains: Gaming chinese group tours to Taiwan," Tourism Management, Elsevier, vol. 64(C), pages 154-169.
    7. Tsaur, Sheng-Hshiung & Teng, Hsiu-Yu, 2017. "Exploring tour guiding styles: The perspective of tour leader roles," Tourism Management, Elsevier, vol. 59(C), pages 438-448.
    8. Houge Mackenzie, Susan & Kerr, John H., 2013. "Stress and emotions at work: An adventure tourism guide's experiences," Tourism Management, Elsevier, vol. 36(C), pages 3-14.
    9. Ozlem Koroglu & Ozlem Guzel, 2013. "Visitor Perceptions Of The Role Of Tour Guides In Natural Resource Management And Sustainable Tourism," Romanian Economic Business Review, Romanian-American University, vol. 8(4.1), pages 69-80, december.
    10. Martin Grančay, 2020. "COVID-19 and Central European Tourism: The Competitiveness of Slovak Tourist Guides," Central European Business Review, Prague University of Economics and Business, vol. 2020(5), pages 81-98.

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