Volunteers as tour guides: a stakeholder–agency theory case studyFootnote^†

† Parts of this research were presented at the 2013 Council for Australasian University Tourism and Hospitality Education (CAUTHE) Conference, Lincoln University, Christchurch, New Zealand, 11–14 February.

References

• Ap, J., & Wong, K. (2001). Case study on tour guiding: Professionalism, issues and problems. Tourism Management, 22(5), 551–563. doi: 10.1016/S0261-5177(01)00013-9
   Web of Science ®Google Scholar
• Bergen, M., Dutta, S., & Walker, O. (1992). Agency relationships in marketing: A review of the implications and applications of agency and related theories. Journal of Marketing, 56(3), 1–24. doi: 10.2307/1252293
   Web of Science ®Google Scholar
• Beritelli, P., Bieger, T., & Laesser, C. (2007). Destination governance: Using corporate governance theories as a foundation for effective destination management. Journal of Travel Research, 46(1), 96–107. doi:10.1177/0047287507302385
   Google Scholar
• Black, R., & Ham, S. (2005). Improving the quality of tour guiding: Towards a model for tour guide certification. Journal of Ecotourism, 4(3), 178–195. doi:10.1080/14724040608668442
   Google Scholar
• Black, R., & Weiler, B. (2005). Quality assurance and regulatory mechanisms in the tour guiding industry: A systematic review. Journal of Tourism Studies, 16(1), 24–37.
   Google Scholar
• Bowie, D., & Chang, J. (2005). Tourist satisfaction. A view from a mixed international guided package tour. Journal of Vacation Marketing, 11(4), 303–322. doi:10.1177/1356766705056628
   Google Scholar
• Chan, J., Lian, K., & Baum, T. (2004, June 27–30). The impact of tour guide performance on tourist satisfaction: A study of outbound tourism in Hong Kong. In Tourism, state of the art II conference, proceedings (pp. 1–15). Glasgow: University of Strathclyde.
   Google Scholar
• Christie, M., & Mason, P. (2003). Transformative tour guiding: Training tour guides to be critically reflective practitioners. Journal of Ecotourism, 2(1), 1–16. doi:10.1080/14724040308668130
   Google Scholar
• Corbin, J., & Strauss, A. (2008). Basics of qualitative research: Techniques and procedures for developing grounded theory (3rd ed.). Thousand Oaks, CA: Sage.
   Google Scholar
• Cuskelly, G., & Boag, A. (2001). Organizational commitment as a predictor of committee member turnover among volunteer sport administrators: Results of a time-lagged study. Sport Management Review, 4(1), 65–86. doi: 10.1016/S1441-3523(01)70070-8
   Google Scholar
• Denscombe, M. (2010). The good research guide for small-scale social research projects (4th ed.). Berkshire: McGraw Hill.
   Google Scholar
• Dioko, L., & Unakul, M. (2005). The need for specialized training in heritage tour guiding at Asia's World Heritage sites: Preliminary findings on the challenges and opportunities. Paper presented at the 2005 PATA educators’ forum, Macao.
   Google Scholar
• Dong, L., Droege, S., & Johnson, N. (2002). Incentives and self-interest: Balancing revenue and rewards in China's tourism industry. Tourism and Hospitality Research, 4(1), 69–77. doi:10.1177/146735840200400106
   Google Scholar
• Eisenhardt, K. (1989). Agency theory: An assessment and review. Academy of Management Review, 14(1), 57–74.
   Web of Science ®Google Scholar
• Fallon, B., & Rice, S. (2015). Investment in staff development within an emergency services organisation: Comparing future intention of volunteers and paid employees. The International Journal of Human Resource Management, 26(4), 485–500. doi:10.1080/09585192.2011.561222
   Web of Science ®Google Scholar
• Farmer, S., & Fedor, D. (1999). Volunteer participation and withdrawal: A psychological contract perspective on the role of expectations and organizational support. Nonprofit Management & Leadership, 9(4), 349–368. doi:10.1002/nml.9402.
   Google Scholar
• Freeman, R. (1984). Strategic management: A stakeholder approach. Boston, MA: Pitman.
   Google Scholar
• Geva, A., & Goldman, A. (1991). Satisfaction measurements in guided tours. Annals of Tourism Research, 18(2), 177–185. doi: 10.1016/0160-7383(91)90002-S
   Web of Science ®Google Scholar
• Guilding, C., Warnken, J., Ardill, A., & Fredline, L. (2005). An agency theory perspective on the owner/manager relationship in tourism-based condominiums. Tourism Management, 26(3), 409–420. doi: 10.1016/j.tourman.2003.11.021
   Web of Science ®Google Scholar
• Ham, S., & Weiler, B. (2003). Toward a theory of quality in cruise-based interpretive guiding. Journal of Interpretation Research, 7(2), 29–49.
   Google Scholar
• Hammersley, M., & Atkinson, P. (2007). Ethnography: Principles in practice (3rd ed.). Hoboken, NJ: Routledge.
   Google Scholar
• Hanna, S., Del Casino, J., Selden, C., & Hite, B. (2004). Representation as work in ‘America's most historic city’. Social and Cultural Geography, 5(3), 459–481. doi:10.1080/1464936042000252822
   Web of Science ®Google Scholar
• Hill, C., & Jones, T. (1992). Stakeholder-agency theory. Journal of Management Studies, 29(2), 131–154. doi:10.1111/j.1467-6486.1992.tb00657.x
   Web of Science ®Google Scholar
• Hsu, C. (2000). Determinants of mature travelers’ motorcoach tour satisfaction and brand loyalty. Journal of Hospitality and Tourism Research, 24(2), 223–238. doi:10.1177/109634800002400206
   Google Scholar
• Huang, I., Huang, P., & Chen, Y. (2004). A study of Taiwan's travel agent salary system: An agency theory perspective. Tourism Management, 25(4), 483–490. doi: 10.1016/S0261-5177(03)00118-3
   Web of Science ®Google Scholar
• Huang, S., & Weiler, B. (2010). A review and evaluation of China's quality assurance system for tour guiding. Journal of Sustainable Tourism, 18(7), 845–860. doi:10.1080/09669582.2010.484492
   Web of Science ®Google Scholar
• Huang, S., Weiler, B., & Assaker, G. (2014). Effects of interpretive guiding outcomes on tourist satisfaction and behavioral intention. Journal of Travel Research, Published online January 3. doi:10.1177/0047287513517426
   Web of Science ®Google Scholar
• Jensen, M., & Meckling, W. (1976). Theory of the firm: Managerial behavior, agency costs and ownership structure. Journal of Financial Economics, 3(4), 305–360. doi: 10.1016/0304-405X(76)90026-X
   Web of Science ®Google Scholar
• Kong, H., Cheung, C., & Baum, T. (2009). Are tour guides in China ready for the booming tourism industry? Journal of China Tourism Research, 5(1), 65–76. doi:10.1080/19388160802711410
   Google Scholar
• Laczniak, R., DeCarlo, T., & Ramaswami, S. (2001). Consumers’ responses to negative word-of-mouth communication: An attribution theory perspective. Journal of Consumer Psychology, 11(1), 57–73. doi:10.1207/S15327663JCP1101_5
   Web of Science ®Google Scholar
• Lamont, M., & McKay, J. (2012). Intimations of postmodernity in sports tourism at the Tour de France. Journal of Sport & Tourism, 17(4), 313–331. doi:10.1080/14775085.2012.760935
   Google Scholar
• Mak, A., Wong, K., & Chang, R. (2011). Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau. Tourism Management, 32(6), 1442–1452. doi: 10.1016/j.tourman.2011.01.003
   Web of Science ®Google Scholar
• Mason, D., Thibault, L., & Misener, L. (2006). An agency theory perspective on corruption in sport: The case of the International Olympic Committee. Journal of Sport Management, 20(1), 52–73. doi: 10.1123/jsm.20.1.52
   Web of Science ®Google Scholar
• Misener, K., Doherty, A., & Hamm-Kerwin, S. (2010). Learning from the experiences of older adult volunteers in sport: A serious leisure perspective. Journal of Leisure Research, 42, 267–289.
   Web of Science ®Google Scholar
• Modlin, E., Alderman, D., & Gentry, G. (2011). Tour guides as creators of empathy: The role of affective inequality in marginalizing the enslaved at plantation house museums. Tourist Studies, 11(1), 3–19. doi:10.1177/1468797611412007
   Google Scholar
• Monto, R., & Raikkonen, J. (2009, April 23–25). Tour leaders in customer complaints. Paper presented at the first international research forum on guided tours, Halmstad University, Sweden.
   Google Scholar
• Mossberg, L. (1995). Tour leaders and their importance in charter tours. Tourism Management, 16(6), 437–445. doi: 10.1016/0261-5177(95)00052-P
   Web of Science ®Google Scholar
• Murray, K. (1991). A test of services marketing theory: Consumer information acquisition activities. Journal of Marketing, 55(1), 10–25. doi: 10.2307/1252200
   Web of Science ®Google Scholar
• Palmer, C. (2010). ‘We close towns for a living’: Spatial transformation and the Tour de France. Social and Cultural Geography, 11(8), 865–881. doi:10.1080/14649365.2010.523841
   Web of Science ®Google Scholar
• Pearce, J. (1993). Volunteers: The organizational behaviour of unpaid workers. London: Routledge.
   Google Scholar
• Ryan, C., & Dewar, K. (1995). Evaluating the communication process between interpreter and visitor. Tourism Management, 16(4), 295–303. doi:10.1016/0261-5177(95)00019-K
   Web of Science ®Google Scholar
• Shapiro, S. (2005). Agency theory. Annual Review of Sociology, 31(1), 263–284. doi:10.1146/annurev.soc.31.041304.122159
   Web of Science ®Google Scholar
• Sokolowski, R. (2000). Introduction to phenomenology. Cambridge: Cambridge University Press.
   Google Scholar
• Stephens, R., Dawley, D., & Stephens, D. (2004). Commitment on the board: A model of volunteer directors’ levels of organizational commitment and self-reported performance. Journal of Managerial Issues, 16(4), 483–504.
   Google Scholar
• Terret, T. (2005). Tour de France. In D. Levinson & K. Cristensen (Eds.), Berkshire encyclopedia of world sport (pp. 1616–1617). Great Barrington, MA: Berkshire.
   Google Scholar
• Weiler, B., & Black, R. (2015). Tour guiding research: Insights, issues and implications. Bristol: Channel View.
   Google Scholar
• Whipple, T., & Thach, S. (1988). Group tour management: Does good service produce satisfied customers? Journal of Travel Research, 27(2), 16–21. doi:10.1177/004728758802700203
   Google Scholar
• Wiseman, R., Cuevas-Rodriguez, G., & Gomez-Mejia, L. (2012). Towards a social theory of agency. Journal of Management Studies, 49(1), 202–222. doi:10.1111/j.1467-6486.2011.01016.x
   Web of Science ®Google Scholar
• Wong, A. (2001). Satisfaction with local tour guides in Hong Kong. Pacific Tourism Review, 5(1), 59–67.
   Google Scholar
• Zhang, H., & Chow, I. (2004). Application of importance-performance model in tour guides’ performance: Evidence from mainland Chinese outbound visitors in Hong Kong. Tourism Management, 25(1), 81–91. doi: 10.1016/S0261-5177(03)00064-5
   Web of Science ®Google Scholar