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Pusaka : Journal of Tourism, Hospitality, Travel and Business Event
Published by Politeknik Pariwisata Makassar
ISSN : 26561336     EISSN : 26561301     DOI : https://doi.org/10.33649/pusaka
Core Subject : Humanities, Science, Education, Social,
Humanities Decision Sciences, Operations Research & Management Environmental Science Languange, Linguistic, Communication & Media Other
Pusaka: Journal of Tourism, Hospitality, Travel and Business Event. ISSN: 2656-1336 (Print) | ISSN: 2656-1301 (Online) is an international open access and peer-reviewed journal, published by Politeknik Pariwisata Makassar, Indonesia. It is published two times a year in February-July and August-January. Pusaka: Journal of Tourism, Hospitality, Travel and Business Event is a journal publishes original research, review, and short communication (written by researchers, academicians, professional, and practitioners from all over the world) which utilizes research results, theoretical studies, theoretical applications, conceptual ideas, and book reviews relevant to the Tourism Discipline. Pusaka: Journal of Tourism, Hospitality, Travel and Business Event has been granted SINTA 2 Accreditation based on Decision of the Director General of Higher Education, Research, and Technology Number 72/E/KPT/2024
Arjuna Subject : Seni dan Humaniora - Seni dan Humaniora (Lain-Lain)
Articles 234 Documents
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Tourism English Manner in Guest Complaint Handling: Hospitality Students’ On-the-Job Training Experiences Ni Made Ayu Sulasmini; Denok Lestari; Naniana Nimrod Benu
Pusaka : Journal of Tourism, Hospitality, Travel and Business Event Vol. 8 No. 2 (2026): August-December
Publisher : Politeknik Pariwisata Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33649/pusaka.v6i2.949

Abstract

Effective guest complaint handling in hospitality requires the integration of linguistic competence, emotional awareness, politeness, and professional service behavior. However, these competencies are often examined separately, resulting in a fragmented understanding of hospitality communication. This study explores Tourism English Manner (TEM) as an integrative framework comprising three dimensions: Reflective, Utter, and Serve. Using a mixed-method case study, the research involved 79 hospitality students from Institut Pariwisata dan Bisnis Internasional (IPBI) Bali who had completed On-the-Job Training (OJT). Data were collected through questionnaires and focus group interviews, with qualitative data analyzed thematically and survey results used to support interpretation. The findings reveal that students demonstrated three interconnected communication practices when handling guest complaints. First, they showed awareness of guest dissatisfaction but limited engagement in deeper reflective processes such as emotional regulation and critical self-evaluation. Second, they frequently employed polite English expressions, empathy, and negotiation strategies to maintain positive interactions. Third, they demonstrated strong service recovery skills through problem-solving actions and professional responses. The study positions TEM as a holistic communication model and highlights the need to strengthen reflective learning in hospitality English education.
The Urban Tourism Vortex: Hegemony and the Triple Marginalization of Subak Traditions in Denpasar, Bali I Ketut Surata; Dahlan Abdullah; I Sarjana
Pusaka : Journal of Tourism, Hospitality, Travel and Business Event Vol. 8 No. 2 (2026): August-December
Publisher : Politeknik Pariwisata Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33649/pusaka.v6i2.951

Abstract

This study investigates urban tourism in Denpasar, Bali, and how it expands by displacing the Subak irrigation system, a living heritage institution that underlies Balinese identity at the regional level. We theorize the urban tourism vortex as corresponding to a regularized process of normalization in which spatial planning priorities, labor market shift narratives, and development narratives become canon in accord with the thesis of Gramscian hegemony, such that agrarian dispossession expectations follow slowly but surely without the sound of open class antagonism. It employs a qualitative case study, using longitudinal land-use data (2009–2021), policy documents, field observations, and semi-structured interviews with Subak leaders, farmers, and temple custodians. Our findings illustrate three co-dependent governance challenges: (i) ecological contraction as 777 hectares of rice fields lose function, (ii) social restructuring through the redistribution of agricultural work towards tourism-related services, and (iii) symbolic transformation in which agro-cultural places are institutionally reconfigured as economic sites of urban values whilst retaining symbolic imagery for tourism branding. Collectively, these processes undermine the living heritage material and social foundations, although cultural symbols are retained for marketing purposes. By showing that cultural unsustainability can arise through incremental, consensual policies rather than direct coercion, this research contributes to tourism management literature.
Commodification and Cultural Resilience in Biologically High-Risk Culinary Tourism: A Case of Lawar Plek in Bali I Gusti Ayu Eka Suwintari; I Made Trisna Semara; Putu Indah Budi Apsari; I Putu David Adi Saputra
Pusaka : Journal of Tourism, Hospitality, Travel and Business Event Vol. 8 No. 2 (2026): August-December
Publisher : Politeknik Pariwisata Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33649/pusaka.v6i2.1108

Abstract

This study aims to analyze the resilience strategies of Lawar Plek, a traditional Balinese dish utilizing raw blood, and to explain how its risk-culture paradox is managed within the culinary tourism industry amidst conflicting medical health narratives and the market demand for cultural authenticity. Employing a qualitative case study design, research was conducted in major culinary centers across Gianyar and Badung Regencies. Data were gathered through participant observation, document analysis, and in-depth interviews with purposively selected key informants representing traditional vendors, local consumers, and external stakeholders. Rather than conducting laboratory biomedical testing, this study evaluates the negotiation between community perceptions of cultural authenticity and global biomedical health standards, analyzing how the latter is internalized or resisted by cultural actors. The analysis, guided by commodification and cultural resilience theories, reveals that the resilience of Lawar Plek is driven by a "myth of strength" and masculine identity tied to raw blood consumption. Furthermore, the dish is commodified by blending modernized presentation with its "extreme" culinary nature, appealing to tourists seeking exotic experiences. Ultimately, Lawar Plek serves as a form of cultural resistance against global health standardization. This research contributes to the literature on culinary tourism by providing a framework for how biologically high-risk traditional foods transform perceived risks into unique selling propositions.
From Catalyst to Disruptors: The Delegitimization of Tukang Ojeg as Intermediaries in Homestay Development in Borobudur Village Suci Iriani Sinuraya; Natta Sanjaya; Wuri Handayani
Pusaka : Journal of Tourism, Hospitality, Travel and Business Event Vol. 8 No. 1 (2026): February-July
Publisher : Politeknik Pariwisata Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33649/pusaka.v6i2.1463

Abstract

Community-based tourism (CBT) literature recognizes informal transport operators as important market facilitators, yet less is known about how digital transformation changes their legitimacy within community-owned accommodation systems. This study examines the changing role of Tukang Ojeg (local motorcycle-taxi drivers) as informal intermediaries in homestay marketing in Borobudur Village, Indonesia. Using a qualitative case study, data were obtained through observations, focus group discussions, and in-depth interviews with village, homestay, and transport stakeholders. The findings show a shift from a previously valued facilitation role toward a contested intermediary position. As homestay owners gain access to social media, online travel agents (OTAs), and other digital channels, dependence on Tukang Ojeg becomes differentiated by digital capability, room capacity, and business networks. At the same time, competition among drivers and the absence of standardized intermediary arrangements contribute to disputes over commissions and room-price authority. Reported intermediary fees range from approximately 10% to 30% in particular transactions. Theoretically, the study extends Intermediary Theory by conceptualizing delegitimization as a relational and context-dependent process in which digitalization redistributes information access, bargaining power, and market control. Practically, it recommends transparent commission rules, owner-controlled pricing, inclusive digital-literacy support, and institutional integration of Tukang Ojeg into destination governance.

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