The use of strategic visioning to enhance local tourism planning in periphery communities

Tourism has had a profound impact upon destinations worldwide, and although this impact has been positive for many destinations, there are numerous examples where tourism has adversely impacted upon the environment and social fabric of the destination community (Coccossis 1996; Murphy 1985). The negative impacts of tourism have been attributed, among other things, to inadequate or non-existent planning for development (Gunn 1994; Hall2000). This has led to increased calls for tourism planning to offset some of the negative impacts that tourism can have on the destination community. While a number of approaches have been advocated, a collaborative philosophy, based on the principles of sustainability, is more likely to result in acceptable and successful policies and programmes for tourism destinations (Farrell1986; Jamal & Getz 1995; Maitland 2002; Minca & Getz 1995). Such an approach focuses on cooperation and broader based participation in tourism planning and decision-making between stakeholders to lead to agreement on planning directions and goals, with one of the primary objectives of collaborative arrangements being to develop a strategic vision for a destination (Bramwell & Lane 2000). [Extract from introduction]

The impact of an expert's gender on jurors' decisions

This study uses a simulated civil trial to examine the effect of a male expert's testimony in a male-dominated industry as compared to a female expert's testimony in a traditionally female-dominated industry. ... As noted by Cooper et al., research on persuasion has reliably demonstrated that, under conditions of message complexity, people rely on heuristic cues rather than the content of the message when judging its validity. ... Similarly, Swenson, Nash, and Roos determined that a female expert witness in a child custody dispute was perceived as possessing greater expertise than a male expert, although this difference was only marginally significant. Findings from an unpublished dissertation, which investigated the influence of expert gender in a case involving child sexual abuse, also found some support, in terms of whether or not jurors reached a verdict in a specified period of time or remained hung, for the hypothesis that a female expert would be more influential than her male counterpart. ... Within each of these trial domains (construction, women's clothing), the second experimental variable was manipulated by varying the gender of the plaintiff's expert witness, with half of the participants receiving testimony from a female expert (Dr. Elizabeth Pinder) and half of the participants receiving testimony from a male expert (Dr. Michael Pinder).

Service guarantees: A strategic mechanism to minimise customers' perceived risk in service organisations

Service offerings are largely intangible in nature. Customers are thus unable to assess the purchase outcome prior to experience, rendering the risk of possible customer dissatisfaction very high. It is argued that the concept of service guarantees proposed by services management theory can be effectively utilised to reduce the perceived risk of dissatisfaction for the customer in service organisations. Additionally, it is suggested that service guarantees force management to undertake activities which elevate the superiority of the organisation in the eyes of the customer and, thus, the opportunity to transform one-time customers into loyal ones. The purpose of this paper is twofold: first, to illustrate how customers’ behavioural intentions can be influenced by the use of a service guarantee; and second, to outline a systematic process that can help service business managers to develop and implement an effective service guarantee. This research highlights the numerous benefits available to service organisations by utilising the service guarantee as a strategic tool. Some of the important management implications are also outlined.