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To date, limited attention has been paid to the contribution of tourism to the well-being of island residents in general and to whether such well-being varies according to the nature of tourism development in particular. Specifically, island tourism is frequently manifested in resort-based enclave development, a form of tourism that is often criticised for its assumed limited benefits to the wider community. As a consequence, alternative approaches such as agritourism, are increasingly proposed as a means of enhancing community development and well-being yet the relative merits of enclave and agritourism have not been explored within an island tourism context. This paper addresses this notable gap in the literature. Drawing on a questionnaire-based survey in Mauritius, it considers and compares the perceptions of local people of the extent to which enclave tourism and agritourism contribute to their well-being. The results reveal that both types of tourism development contribute both positively and negatively to community well-being although enclave tourism is perceived to have fewer positive outcomes. On the one hand, enclave tourism provides valuable cultural opportunities but damages the environment, restricts entrepreneurship and favours local elites; on the other hand, agritourism, although not yet well-established in Mauritius, is perceived to positively enhance the cultural and social spheres of community life whilst supporting entrepreneurship.2

Purpose -The purpose of this paper is to assess service quality of a call centre as perceived by its employees using the SERVQUAL model. It also aims to explore factors predicting front-line employee satisfaction and behavioural intentions in a call centre. Behavioural intentions are to be measured in terms of employees' willingness to recommend the call centre and their intentions to stay. Design/methodology/approach -Data were collected by field study in a particular call centre in Mauritius using a modified SERVQUAL questionnaire. The study explored both perception and expectation levels of front-line employees. Using confirmatory factor analysis, the gap scores (performance minus expectation-based model) were examined. Regression models were used to test the influence of the service quality dimensions on satisfaction and behavioural intentions. Findings -Exploratory factor analysis uncovered three composite dimensions of call centre service quality: Assurance-Empathy, Reliability-Responsiveness, and Tangibles. The results for the regression model indicate that satisfaction is best predicted by tangibles, and intentions to stay and willingness to recommend are best predicted by reliability-responsiveness. Practical implications -Based on the results, service managers may consider measures in order to improve and diagnose service features in call centres. Originality/value -The paper examines the structure and validity of the SERVQUAL model, given its wide use and criticism, and applies the model to an important set of related, yet distinct service organisations such as call centres.

Adventure tourism has become the centre of interest for baby boomers in today's world. The baby boomers, those born between 1946 and 1964 are now starting to participate in new activities such as hiking, diving, surfing, mountain climbing and riding in different destinations worldwide. The baby boomers' needs and interests are changing as they have become healthier and wealthier than in previous years. The aim of this study was to assess the motivations of baby boomers to participate in adventure tourism. A survey was conducted to better understand the adventurers' motivational behaviour. The push and pull factors which influence baby boomers in their choice were examined. A quantitative study was conducted through the use of a questionnaire and the target population was both locals and tourists. Findings show that the most important push factors identified were fun and enjoyment, relieve from stress and tension, escapism, relaxation, change and novelty while the pull factors were the attractiveness of the physical environment and better health. The findings also suggest that more research on the motivation of baby boomers should be undertaken as this will assist business operators and destination marketers to better meet the needs and expectations of this niche segment.

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