Destination Benchmarking : Concepts,

This book develops a specific benchmarking methodology relevant to international tourism destinations. It evaluates different approaches to benchmarking and their application within tourism destinations. The book considers organization benchmarking - performance evaluation of a particular organization and its departments - and destination benchmarking, which involves all elements such as transport services, airport services, accommodation, leisure and sport, hospitality and local attitudes.

Preface

ix

Acknowledgements

xvii

Overview of Benchmarking Theory

1

(19)

Introduction

1

(1)

Overview of Benchmarking Theory

1

(15)

Definitions

5

(4)

Background

9

(1)

Types of benchmarking

10

(2)

Analysis of benchmarking models

12

(3)

The organization of a benchmarking exercise

15

(1)

Overview of Performance Measurement Theory

16

(3)

Short review of quantitative measures

17

(1)

Short review of qualitative measures

17

(1)

Short review of the balanced scorecard

18

(1)

Summary

19

(1)

Evaluating Benchmarking Studies in Tourism

20

(14)

Introduction

20

(1)

Overview of Benchmarking Studies in Tourism

20

(7)

Organization benchmarking studies in tourism

21

(2)

Destination benchmarking studies in tourism

23

(4)

Limitations of Past Benchmarking Research in Tourism

27

(6)

Summary

33

(1)

Towards Destination Benchmarking

34

(19)

Introduction

34

(1)

Major Characteristics of the Tourism Industry

34

(2)

Rationale for Destination Benchmarking

36

(5)

What is `Destination Benchmarking'?

41

(1)

Elements of Destination Benchmarking

42

(10)

Measuring destination performance

45

(4)

Types of destination benchmarking

49

(2)

Taking action

51

(1)

Summary

52

(1)

Measures of Destination Benchmarking

53

(31)

Introduction

53

(1)

Rationale for Measuring Destination Performance

53

(1)

Indicators of Destination Performance Measures

54

(26)

Qualitative measures

56

(10)

Analysis of qualitative measures

66

(4)

Quantitative measures

70

(4)

Analysis of quantitative measures

74

(6)

Strengths and Weaknesses of Destination Measures

80

(3)

Summary

83

(1)

Internal Destination Benchmarking

84

(12)

Introduction

84

(1)

Practices of Internal Destination Benchmarking

84

(1)

Proposed Model of Internal Destination Benchmarking

85

(9)

Measuring the internal performance

87

(1)

Collecting the data

87

(1)

Identifying performance gaps

88

(1)

Deciding what to benchmark

89

(2)

Presenting the benchmarking findings

91

(1)

Taking action

91

(3)

Strengths and Weaknesses of Internal Destination Benchmarking

94

(1)

Summary

95

(1)

External Destination Benchmarking

96

(23)

Introduction

96

(1)

Practices of External Destination Benchmarking

96

(1)

Proposed Model of External Destination Benchmarking

97

(16)

Defining the mission statement of benchmarking

98

(1)

Choosing a partner

98

(3)

Collecting the data

101

(1)

Identifying performance gaps between destinations

102

(1)

Focusing on the right issues (deciding what to benchmark)

103

(3)

Presenting the benchmarking findings

106

(1)

Taking action

107

(6)

Strengths and Weaknesses of External Destination Benchmarking

113

(5)

Summary

118

(1)

Generic Destination Benchmarking

119

(18)

Introduction

119

(1)

Practices of Generic Destination Benchmarking

119

(4)

Proposed Model of Generic Destination Benchmarking

123

(11)

Measuring the internal performance

127

(2)

Collecting the data

129

(1)

Identifying performance gaps

130

(1)

Deciding what to benchmark

131

(1)

Taking action

132

(2)

Strengths and Weaknesses of Generic Destination Benchmarking

134

(2)

Summary

136

(1)

Data Collection and Analysis

137

(24)

Introduction

137

(1)

Research Methods

137

(1)

Formulation of Data Collection Procedures

138

(15)

Application of quantitative research methods

139

(8)

Application of qualitative research methods

147

(6)

Selection of Sample Populations

153

(1)

Collecting Primary Data

154

(1)

Collecting Secondary Data

154

(1)

Analysis of Quantitative Data

155

(3)

Reliability assessment

155

(1)

Validity assessment

156

(1)

Other statistical tests

156

(2)

Analysis of Qualitative Data

158

(1)

Overall Analysis

159

(1)

Summary

159

(2)

Destination Benchmarking: Characteristics and Limitations

161

(21)

Introduction

161

(1)

Destination Benchmarking Versus Organization Benchmarking

161

(3)

Principles of Destination Benchmarking

164

(10)

Linking benchmarking to the destination's mission statement

165

(1)

Setting measurable goals and objectives

166

(1)

Gaining public and private sector commitment

167

(2)

Creating a powerful team

169

(1)

Choosing the right time to benchmark

169

(2)

Focusing on the right issues

171

(1)

Focusing on the right partners

172

(2)

Willingness to change

174

(1)

Limitations Influencing the Success of Destination Benchmarking

174

(7)

Industry-specific features

175

(1)

Comparison research

175

(2)

Destination-based features

177

(1)

Demand-based features

178

(1)

Process benchmarking

179

(1)

Tour operators

179

(1)

Determinants of consumer behaviour

180

(1)

Tourist expenses

180

(1)

Physical and cultural distance

181

(1)

Summary

181

(1)

Conclusion

182

(14)

Introduction

182

(1)

A General Overview of Destination Benchmarking

182

(2)

Final Words

184

(5)

Recommendations for Benchmarking in Practice

189

(5)

Summary and Review

194

(2)

References

196

(15)

Index

211

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Destination Benchmarking : Concepts, Practices and Operations

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