Purpose This paper aims to investigate the nature of the public–private dialogue (PPD) initiatives and how PPDs are being used in the tourism and hospitality sector as the tool for reforming the business environment (e.g. set policy priorities, inform policy design, improve legislative proposals and incorporate feedback into regulatory implementation). Design/methodology/approach The study adapted a descriptive-qualitative method through desk research and in-depth interviews based on the explorative research design. The respondents included tourism and hospitality stakeholders from the public and private sectors in the Arusha, Kilimanjaro and Dar es Salaam tourist destinations in Tanzania. Findings The findings revealed numerous PPD initiatives which various actors in the tourism value chain rely on to address their matters. While some initiatives are not regular forums, few have been institutionalized in the Tourism Act of 2008, while others have been prescribed from the global level (UNWTO). The well-known PPD platforms include the Tourism Facilitation Committee, Technical Advisory Committee to the Minister, Tanzania National Business Council (the Tourism Task Force) and Public–Private Partnership in Tourism under the Ministry. However, most of the existing platforms overlap in terms of subject matter, mandates, participants and timing. The key success stories and factors of the PPD initiatives and the associated challenges have been discussed. Practical implications The study provides insight to the conclusion that public policies that are designed through PPD are better conceived and more effectively implemented because they result from mutual understanding between government and the business community. This knowledge is important to the least developed countries (LDCs), like Tanzania, as research has shown that stronger and more constructive dialogue between government and the private sector leads to better business environment, and countries with better business environments grow faster, attract more investment and reduce poverty more than the opposite. Originality/value Although several PPD initiatives are taking place in the tourism sector in most developing countries, little about them has been documented in the tourism literature. Hence, this study, which focuses on Tanzania, aims to fill this knowledge gap.

Purpose The purpose of this paper is to establish the link between customer information sharing and new service development. Design/methodology/approach Through a survey of tourism firms, 295 questionnaires were collected in three large tourism locations in Tanzania. Thereafter, the hypotheses were tested by structural equation modeling (SEM) after undertaking both factor analysis and confirmatory factor analysis. Findings Results indicate that there is a positive association/link between customer information sharing and new service development. The link here expresses the association that exists as customers share information and the extent of use of this information for the firm benefit in facilitating new service development. Specifically, customers post service information and customer interaction behaviors positively support new service development; however, customers’ pre-service information revealed no link. Practical implications These results offer practical evidence that post service information and interaction behaviors form the groundwork for development of new services in service-related organizations. Originality/value These results evidence that customer post service information and customer interaction behaviors form the groundwork for development new services in tourism. Hence, the study strengthens the value co-creation and innovation views in the service arena by extending knowledge in the use of both the service and the customer environment for service improvement.