CITBA Research Clusters Tourism and Hospitality

Tourism and Hospitality

Tourism Governance, Practice and Impacts

Tourism has diversified and grown to become one of the fastest economic sectors in the world. It is closely linked to development and often acts as a driver for socio-economic growth. As a key player in international trade and commerce, it is the source of income that has shaped economies of many developing countries. Apart from the economic benefits, tourism is also known to create social capital and act as a catalyst for social cohesion. Consequently it has been identified as one of the key sectors that can contribute to achieving the Agenda 2030 Sustainable Development Goals (SDGs). However, the industry is controlled by the interests of large organisations and governments and in many instances, leading to negative impacts on the environment or the host community and neglecting fundamental human rights of affected or marginalised communities. Tourism negatively impacts the local community by means of inequality, socio-cultural erosion, environmental degradation, pollution and at times by causing the displacement & disempowerment of local people. Furthermore, irresponsible tourism practices, unregulated tourist inflow and tourist behaviour has posed added challenges to achieving the benefits of tourism.

In order to address these challenges and to be able to contribute the 17SDGs, the following is essential:

  • Effective tourism planning and policy to guide tourism development and practice
  • Operative monitoring mechanisms at various levels of governance to ensure empowerment of local people by the means of tourism development.
  • In sync with the 2030 Agenda for sustainable development, the challenges in promoting peaceful and inclusive societies need to be addressed.
  • Assessment of tourism impacts
  • Identification of tourism forms that enhance social capital, social inclusion, social cohesion and preserve cultural heritage

Presently, there is inadequate knowledge regarding the impacts of unplanned, unregulated tourism development and practices. Also, in what ways tourism can contribute to the SDGs especially in the tropics. In such a context, CITBA focuses on highlighting tourism impacts, policy, and governance issues in contributing to sustainable development

For further information on research on tourism impacts, community based practice, policy, governance and its contribution to the SDGs, kindly contact Dr. Zilmiyah Kamble via

Hospitality: People, Place and Impacts

In a world that is becoming increasingly interconnected and accessible, the importance of ‘hospitality’ has seen a renaissance. Its place in the economy and experiences of people and communities has emerged as a point of interest for businesses and scholars. Whether socially or as an industry, hospitality is widespread and impacts on every one of us, every day.

The Hospitality Industry encompasses a range of service-related areas, including accommodation, events, theme parks, attractions, cruise liners, transportation, and food and beverage services. It is a people-centric industry. At its core, hospitality is about creating and managing the experiences of visitors/guests; after all, the essence of hospitality is to be caring and welcoming and to satisfy visitors/guests.   The Hospitality Industry is a major driver of the service sector, acting as significant employer and contributor to the world economy. It allows for a range of entry points for employment with opportunity into various fields and opportunities for career progression - locally, nationally and internationally.

Academic research on the associated workforce and the broader Hospitality Industry with it's incumbent operational, financial, marketing, and other related aspects, presents bourgeoning opportunities for exploration and examination of the impacts of this industry. At CITBA, we conduct research in a range of hospitality-related areas, including examination of the nature of hospitality, hospitality and service experiences, employability in the hospitality industry, and careers in hospitality. With expertise in organisational operations, service quality, workforce dynamics, occupations and the hospitality industry, we strive to work with industry to provide insights that will benefit hospitality organisations, individual employees, educational institutions, scholars and associated communities. We endeavour to make a difference!

For further information on Hospitality: People, Place, and Impacts please contact Associate Professor Josephine Pryce at


Managing Hospitality Experiences

Publication October 2020
Book Chapter:

Pryce, Josephine (2020). Managing Workers in Hospitality Operations

In order to ensure that consumers receive excellent hospitality experiences, successful service organisations can stand proud on their laurels because of the quality of their frontline employees and the organisation's commitment to effective management and leadership of its people. The frontline staff play a critical role in delivery of service excellence. In hospitality settings, the employees are expected to demonstrate a range of qualities including the giving of 'hospitality'. Hospitality evokes thoughts of welcome, generosity, friendliness, cordiality and kindness. It suggests genuine motives in the delivery of service through benevolent behaviour. This chapter explores the makings of hospitality in the delivery of quality experiences. It presents a literature review that highlights the three themes that frame this chapter: The People, The Production, and The Place. A fourth, Promotion, is introduced. The chapter examines the key role played by the people who work in the industry.

strategic innovative marketing and tourism publication
Publication 2020
Kamble Z, Kelkar P and Bhati A (2020) Displaced due to conservation and tourism in the heart of India: a review of the relevant policies. Strategic Innovative Marketing and Tourism: 8th ICSIMAT, Northern Aegean, Greece, 2019. In: CSIMAT 2019: International Conference on Strategic Innovative Marketing and Tourism, 17-21 July 2019, Chios, Greece

Further advancing our collaboration with the University of West Attic (UWA), Greece, this paper was presented and published as part of the recent conference held by UWA in Greece. It highlights the plight of displaced indigenous communities from Madhya Pradesh, Central India due to conservation and tourism. Madhya Pradesh (MP) is a central Indian state positioned as the heart of India. The MP tourism board undertakes the responsibility of developing tourism in the state with the aim of promoting a sustainable form of tourism. One of the key attractions promoted is the wide range of wildlife destinations in conservation areas, which has displaced many local indigenous communities. The study reviews the relevant policies concerning the wildlife tourism product in MP to examine the involvement of the local indigenous communities and highlight their plight due to displacement. It highlights three areas of concern; firstly, there is a lack of clear information on how wildlife tourism would be developed, implemented and governed. Secondly, the relevant policies do not mention the involvement of the local indigenous community or their issues, and finally, the policies do not clearly address the displaced indigenous communities’ issues while subsisting to a sustainable tourism vision. This vision has not been translated efficiently to address pertaining issues, and hence, the study emphasises the role of community-based tourism in empowering the indigenous communities