Alf Kuilboer | James Cook University (original) (raw)

Papers by Alf Kuilboer

This paper explores small business managers’ perspectives on customer service for an ageing popul... more This paper explores small business managers’ perspectives on customer service for an ageing population. Australia, like most developed countries, has an ageing population, with one of the longest life expectancies in the world. The shift from a younger to an older population will affect the economy, health priorities, urban planning, housing, recreation, transportation and customer service. This study is based on a sample of 59 service providers from seven regional towns in North Queensland, Australia. Using semi-structured interviews, data were collected on site with the owner-managers identifying their perspectives on population ageing and its impact on business, the effectiveness of information flow from all levels of government, and their understanding of good customer service. Results suggest managers lack both a detailed understanding of population ageing and an awareness of government policies/strategies concerning this issue. Managers did recognize that a shift in population ageing could have both positive and negative implications for their business. Awareness of providing good customer service to the general population was largely supported; however the majority of respondents would not change their approach to customer service delivery as a result of a population shift. These findings conclude that relevant government information is not reaching service providers, thus limiting manager’s awareness of the issue and minimising changes to customer service. Few customer service studies have looked at the impact of an ageing population on customer service. This study seeks to address this research gap.

ePortfolio Australia, 2018

In recent years across all disciplines in the higher education sector, universities have experien... more In recent years across all disciplines in the higher education sector, universities have experienced a significant emergence in the use of electronic portfolios (ePortfolios) within degree courses, with the primary focus on students capturing evidence of skills to enhance their career preparation and employability prospects. This study used a survey to explore how final year business students perceive ePortfolios as contributing to their employability. Sixty-nine students from a regional Australian university completed an online survey questionnaire. Overall results indicate that students have a strong positive perception and understanding of ePortfolios and its role in their studies and in their future career prospects. Most students noted the purpose of an ePortfolio to specifically reflect experience, skills, resume and evidence all these indicating strong links to the preparation for employment. Additionally, most students agreed that using the PebblePad ePortfolio system was easy to use and that it helped them make connections between ideas. This paper concludes with recommendations which include: address embedding PebblePad as a whole of college approach, teacher training, a greater ePortfolio emphasis beginning year one, and research employer’s perspectives on ePortfolio's

The importance of understanding tourists' experience is a growing interest area in tourism an... more The importance of understanding tourists' experience is a growing interest area in tourism and hospitality study. The interest in experiences was boosted by the work of Pine and Gilmore (1998) and their widely cited work on the experience economy. Pine and Gilmore, as business researchers, have subsequently written about the authenticity of experiences as a further key concept in the conceptual toolkit for understanding consumers (Gilmore & Pine, 2007). In this trajectory of work they are following paths of inquiry already traversed by a number of tourism scholars (Cohen, 1979, 2007, 2011; MacCannell, 1976, 1990; Wang, 1999). Importantly, much of the work commenting on authenticity, whether deriving from the business or tourism tradition, is conceptual rather than informed by evidence and data. The present study seeks to use the data rich world of online travel reporting to provide insights into the reporting of experiences. More specifically, it seeks to assess the kinds of exp...

Kift (2009) developed a transition pedagogy to enhance the first year experience. The principle o... more Kift (2009) developed a transition pedagogy to enhance the first year experience. The principle of transition relates to providing students with explicit and consistent assistance to move from their earlier context to their new higher education context. When implemented effectively the first year curriculum will enable successful student transition into first year, through first year, into later years and ultimately out into the world of work, professional practice and career attainment. This paper showcases how an ePortfolio has been introduced to a degree program during orientation to engage students in their life post university, requiring them to collect, reflect and select evidence throughout their degree that can be used both in a final year work integrated learning capstone subject and beyond into the world of work.

The Faculty of Law, Business and the Creative Art at James Cook University has introduced three c... more The Faculty of Law, Business and the Creative Art at James Cook University has introduced three common WIL capstone subjects of which students must choose (and be accepted into), one in their final year of study. The subjects include a professional internship, multi-disciplinary industry I community project and independent project. Assessment in each of the capstone subjects requires students to compile job applications addressing the selection criteria (internship) or tender (projects) to demonstrate that the student has acquired the necessary competencies and knowledge throughout their degree to undertake the job or project. In order to prepare for this final year WIL experience, students are introduced to an ePortfolio in their first year of the degree requiring them to collect, reflect and select evidence as they progress through their degree that can be used both in the assessment in the final year WIL subjects and beyond into the world of work. Preparation for these final year...

Peripheral areas experiencing an economic downturn in traditional industries such as agriculture ... more Peripheral areas experiencing an economic downturn in traditional industries such as agriculture often consider tourism to be a viable alternative. Unfortunately these areas do not always enter into the business of tourism with a very clear understanding of the associated difficulties and challenges. This paper reports on a review of 11 case studies describing tourism development in peripheral regions from around the world. These cases were analysed using a Tourism Systems Framework adapted from Winnett's (1992) Behavioural Systems approach. Factors found to contribute to the success of tourism development in peripheral regions included the presence of a "champion" or leader, effective private-public sector partnerships, the identification and development of specialist attractions, government control and support, good market research, and community involvement. The analyses also identified a number of barriers to successful tourism development including a lack of contr...

Teaching in Higher Education

Fish and Fisheries, 2015

Ecotourism ventures in developing countries are often among the few alternatives for enhancing su... more Ecotourism ventures in developing countries are often among the few alternatives for enhancing sustainable livelihoods without altering traditional ways of life. The best way forward is to continually develop and implement best practice guidelines and, in particular, to flexibly develop them to suit individual cases. We conduct a multidisciplinary assessment of best practice guidelines required to develop and sustain sportfishing tourism in developing countries, while enhancing local livelihoods and promoting environmental stewardship. In general, best practice guidelines should be developed around a sustainable livelihood framework that includes short-term coping mechanisms and longer-term capacity building. Sportfishing development that conforms to ecological and socially orientated criteria, founded on site-specific research that captures local environmental and social complexities, has the potential to provide mutual benefits to tourists and local people, fuelling community development and enhancing the cultural experience of tourists. Best practice guidelines for sportfishing that do not address these dimensions are unlikely to result in a viable industry. Given the current interest and growth of sportfishing in developing countries, the proposed guidelines can help a range of end users manage, conserve and maximize livelihood benefits from their fishery.

Peripheral areas experiencing an economic downturn in traditional industries such as agriculture ... more Peripheral areas experiencing an economic downturn in traditional industries such as agriculture often consider tourism to be a viable alternative. Unfortunately these areas do not always enter into the business of tourism with a very clear understanding of the associated difficulties and challenges. This paper reports on a review of 11 case studies describing tourism development in peripheral regions from around the world. These cases were analysed using a Tourism Systems Framework adapted from Winnett's (1992) Behavioural Systems approach. Factors found to contribute to the success of tourism development in peripheral regions included the presence of a "champion" or leader, effective private- public sector partnerships, the identification and develop- ment of specialist attractions, government control and support, good market research, and community involvement. The analyses also identified a number of barriers to successful tourism development including a lack of co...

ePortfolio Australia, 2018

Teaching in Higher Education

Fish and Fisheries, 2015

Peripheral areas experiencing an economic downturn in traditional industries such as agriculture ... more Peripheral areas experiencing an economic downturn in traditional industries such as agriculture often consider tourism to be a viable alternative. Unfortunately these areas do not always enter into the business of tourism with a very clear understanding of the associated difficulties and challenges. This paper reports on a review of 11 case studies describing tourism development in peripheral regions from around the world. These cases were analysed using a Tourism Systems Framework adapted from Winnett's (1992) Behavioural Systems approach. Factors found to contribute to the success of tourism development in peripheral regions included the presence of a "champion" or leader, effective private- public sector partnerships, the identification and develop- ment of specialist attractions, government control and support, good market research, and community involvement. The analyses also identified a number of barriers to successful tourism development including a lack of co...