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The objectives of the article are to identify the operational forms and roles of local DMOs (Destination Managment Organization), resulting in an increased organisational effectiveness within a given operational model. The study provides an addition to the extant body of knowledge concerning the relevance and effectiveness of local DMOs’ operating models and their roles. The CAWI survey results of the entirety of 125 local Polish DMOs indicate that their organisational structures have become obsolete. Their reorganisation into network cooperation organisations, clusters or consortiums of tourism products or management organisations in tourist destinations has been shown to have great adaptive potential and will affect their effectiveness. The study has identified key roles for increasing local DMOs’ effectiveness, as well as the functions that should be limited...

The article presents a methodological concept for the creation of tourism management foresight scenarios for selected areas of intervention and driving forces as well as the obligatory components influencing the directions of its evolution. Recommendations were made on methods and research techniques for preparing such a scenario. The proposed concept of creating foresight of positive and negative future events or situations will enable stakeholders and decision-makers to evaluate what effect the foreseen transformation should have on the management of a destination, which will result in new organizational, financial and legal tools within the framework of the tourism policy of the country or region. The scenarios identify the network of agents of change and the expected benefits and facilitate a continuous diagnostic of the state of the tourism function in the destination and further evolution from the perspectives of diverse stakeholder types.

The purpose – The purpose of the article was an attempt to assess the significance of two spheres connected with the functioning of DMOs, i.e. internet marketing and the development of modern technologies and information systems. Design – The study covers theoretical issues connected with the essence of destination management organizations as the basic organizational structures in the tourism sector, and with the significance of the Internet and modern information technologies in the activities of these organizations. The second part of the study covers the empirical issues of the problem analyzed. Approach and methodology – Apart from theoretical deliberations, it provides the review of previous research. Moreover, the results of the author’s research were used with the aid of the diagnostic survey technique. The results from 53 DMOs that represent 19 European states were obtained. Findings – The quantity of expenditures on information technologies was defined in the structure of the total expenditures on the part of DMOs. The average value for all the organizations under analysis was 10.9%. Owing to the application of the point grading method (Likert scale), it was demonstrated that internet marketing and the development of modern technologies and information systems are becoming increasingly more important areas of the activities. Originality of the research – The originality is evident in the insights it provides about use of modern information technologies and the Internet in the activities of DMO. The empirical deliberations presented in this article should become an important point of reference for many DMOs and should emphasize the growing significance of information technologies.

PurposeThis study investigates the relationship between feelings of loneliness in the workplace, life satisfaction, affect, hope and expressivity among hotel employees.Design/methodology/approachThe research model was tested via structural equation modeling based on the empirical data collected from hotel employees in Antalya, Turkey.FindingsThe research findings suggest that emotional deprivation and social companionship have a significant impact on life satisfaction, that life satisfaction has a significant impact on positive and negative emotions, and that positive and negative emotions have the same impact on pathways and agencies.Originality/valueThe research findings should assist researchers and practitioners to understand the behaviors of hotel employees in continuous interaction and relationship with individuals to motivate them while providing more effective services.

The aim of the article is to present the significance of neighbouring countries in the structure of inbound tourism for the member countries of the European Union. In order to achieve this aim, some secondary materials presenting the volume and the structure of tourist traffic in the analysed countries have been referred to. The structure of the article allows the Author to provide a detailed analysis of the particular problems in the discussed field. Firstly, a review of scientific literature on tourist traffic and the significance of neighbouring countries for inbound tourism is provided. The next part of the text presents the countries adjacent to the European Union member states. Subsequently, the significance of these destinations is indicated, due to the data that present the structure of inbound tourism. It transpires that in most analysed countries, their neighbouring states come as a significant - and often even the most important - segment in inbound tourism. Furthermore, neighbouring countries often take the top positions on the list of the countries the citizens of which visit particular destinations most frequently. The analysis of the structure of inbound tourism in Poland in the years 2012-2016 also indicates that the neighbouring markets form the most important segment, regardless of some changes that took place during the analysed time period. Due to the review of some relevant documents, it is indicated (on the example of Poland) that neighbouring countries are often of priority significance in the assumptions and development plans for tourism, although the ranks of the particular countries can be different. On one hand, the considerations presented in the article allow the Author to evaluate the significance of neighbouring countries for inbound tourism in the particular countries; on the other hand, they indicate the necessity of including these countries into the tourism policy, along with promotion activities undertaken in the foreign markets.

Purpose Online food delivery service has evolved swiftly and stretched the bounds of the catering business. In the gig economy, being a food delivery rider draws employees with the promise of flexibility and independence. To this end, the purpose of this paper is to explore the main themes shared in online reviews by food delivery riders and which of these themes are linked to positive and negative ratings. Design/methodology/approach The authors used 729 employee reviews posted on the Glassdoor website. In addition, they used content analysis to examine reviews of Uber Eats online food ordering company shared by food delivery riders on an online platform. Findings The results of this study include seven main themes: “earning,” “customers,” “orders,” “tips,” “car,” “flexible schedule” and “app” (navigation). Positive concepts are associated with “earning,” “orders,” “tips” and “flexible schedule.” Negative themes are linked to the “app” (navigation), “car” and “customers.” Practical implications Management should consider online reviews as employees’ opinions and voices. Specifically, management should provide financial support to employees for car maintenance, offer insurance for income stability and arrange training programs to enable them to use several tip-enhancing behaviors. Originality/value No research has been conducted using online reviews from an employment search engine to investigate employees’ experiences of online food delivery. To the best of the authors’ knowledge, this study is one of the first attempts using user-generated content from an employment search engine to explore employees’ experiences.

Purpose This paper aims to provide an interpretative synthesis and critical reflection on the concept of “volatility, uncertainty, complexity and ambiguity” (VUCA) and its implementation in tourism and hospitality marketing activities and explain why it is useful and necessary. Design/methodology/approach This paper is based on a critical reflection research methodology which allows for a synthesis of data from the traditional narrative review and on the authors’ experiences and observations. Findings The volatile environments in which entities from the tourism and hospitality industry (T&HI) operate necessitate a redefinition of the rules for designing marketing activities. The VUCA concept may serve as the basis for these changes. Its implementation requires specific managerial skills enabling T&HI entities to use an agile marketing strategy. The latter should be based on a flexible and customer-centric approach. Practical implications This paper provides a VUCA framework for adapting marketing mix instruments to the rapidly changing hospitality and tourism industry. This paper also offers several useful guides for practitioners on different aspects of VUCA within the industry. Originality/value To the best of the authors’ knowledge, this paper is one of the first attempts to reflect critically on the possibilities of using the VUCA concept in marketing by the T&HI and contributes to the discussion about the conditions for its implementation. This paper offers suggestions about the dynamic competencies of tourism and hospitality managers (enterprise and leader oriented), which are essential when designing marketing mix instruments in line with the VUCA concept, and indicates directions for future research.

Purpose This study aims to investigate the human resources management of regional tourism organizations (RTOs) in Poland as a condition for organization effectiveness and presents a model of RTO operation in destination management organizations for improved effectiveness. Design/methodology/approach The study was of qualitative nature because of the scope of the examined features and analyses of RTO effectiveness (here in relation to human resources). The research involved the following stages: desk research of secondary sources, pilot diagnostic survey and diagnostic survey proper, qualitative and statistical analyses. First, an analysis of secondary sources regarding conditions of RTO operation effectiveness took place. Next, a questionnaire was used to collect empirical data from 137 respondents from the same 13 group types, in equal numbers from each organization in the entire population of 16 RTOs. Findings The research identified 197 organizational effectiveness variables, in four feature groups: the effectiveness of statutory and economic objectives, stakeholders’ benefits from cooperating with RTOs and general characteristics of RTO operation effectiveness. The findings suggest that the characteristics of RTO employees influence organizational effectiveness, especially from the perspective of the organization’s stakeholders. There is a need for strong support for RTO employee structures as a measure to raise organization effectiveness. Practical implications Specific human resources practices are identified for the effectiveness of non-enterprise organizations (employee character and structure) that constitute an essential component of the management system at regional and national levels. New directions for RTO operations are also proposed. Originality/value The study fills a substantial and identified knowledge gap in assessing organization effectiveness level against the quality characteristics of RTO human resources. The analysis allowed the creation of a multidimensional and universal model of RTO effectiveness investigation, which facilitates comparative analysis of organizations despite their strong diversity. It can be implemented in assessing the effectiveness of other non-enterprise organizations in the context of tourism.

Following the COVID-19 pandemic, the tourism industry has been hit by the biggest crisis in its history. Its effects are visible throughout the tourism industry, including the management system (DMOs). The study aim is to the determine the changes that have been taking place in the operation of the destination management organizations (DMOs) in Poland as a result, including the usage of existing or expected organizational support tools. The study consisted of three stages: desk research, diagnostic survey, and qualitative and statistical analyses. Empirical data from all 16 regional DMOs in Poland were collected, including the use and effectiveness of the anti-crisis assistance programs, expectations towards the support tools, actions taken to mitigate the pandemic effects, and the changes in selected marketing activities and support strategies in the pre- and post-pandemic period. The study results indicated the insufficient availability of tools supporting the organizations’ activities during a pandemic and little use by the DMOs of most of the tools offered by the anti-crisis programs, alongside a moderate assessment of their effectiveness. The need to modify anti-crisis programs and/or expand them to include other forms of assistance available to the DMOs was identified. The proposed research tool can be implemented to assess the necessary actions taken during the crisis in other types of tourism organizations in various regions.