Does the tourist's incivility relate to the tour guide's professionalism? The case of destination Zanzibar
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F24%3A00140129" target="_blank" >RIV/00216224:14560/24:00140129 - isvavai.cz</a>
Result on the web
<a href="https://www.inderscienceonline.com/doi/abs/10.1504/IJTP.2024.139724" target="_blank" >https://www.inderscienceonline.com/doi/abs/10.1504/IJTP.2024.139724</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1504/IJTP.2024.139724" target="_blank" >10.1504/IJTP.2024.139724</a>
Alternative languages
Result language
angličtina
Original language name
Does the tourist's incivility relate to the tour guide's professionalism? The case of destination Zanzibar
Original language description
As part of the service delivery process of tour operations, tour guides are often faced with rude behaviour from tourists. The present study develops a conceptual framework that empirically tests the linkages of tourist incivility (TIN), professional knowledge (TPK), professional attitude (TPA), and professional skills (TPS). Using SMART-PLS to analyse the data collected from 277 tour guides in Zanzibar, the study’s findings revealed that TIN has insignificant direct effects on both tour guides’ TPA and tour guides’ TPK. The results also suggest that TPS mediates the impact of tourist incivility on TPK but fails to support TPA mediation. Lastly, importance-performance map analysis revealed that TPK is of utmost importance to tour guides, although it leads to slightly lesser performance behind TPS and tourist incivility. Recommendations for novel coping mechanisms for practitioners were suggested.
Czech name
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Czech description
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Classification
Type
J<sub>SC</sub> - Article in a specialist periodical, which is included in the SCOPUS database
CEP classification
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OECD FORD branch
50200 - Economics and Business
Result continuities
Project
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Continuities
I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace
Others
Publication year
2024
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
International Journal of Tourism Policy
ISSN
1750-4090
e-ISSN
1750-4104
Volume of the periodical
14
Issue of the periodical within the volume
4
Country of publishing house
GB - UNITED KINGDOM
Number of pages
16
Pages from-to
368-383
UT code for WoS article
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EID of the result in the Scopus database
2-s2.0-85198563989