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

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

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

78 Citations (Scopus)

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.

Original languageEnglish
Pages (from-to)1442-1452
Number of pages11
JournalTourism Management
Volume32
Issue number6
DOIs
Publication statusPublished - 2011 Dec
Externally publishedYes

Keywords

  • Entrepreneur role
  • Professional habitus
  • Professionalism
  • Role conflict
  • Service quality
  • Tour guide

ASJC Scopus subject areas

  • Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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