Crucial Role and Contribution of Human Resources in the Context of Tourism Experiences: Need for Experiential Intelligence and Skills

Abstract

Purpose

In this chapter we aim to consider human resources (HR) within the context of tourism experiences. Specifically, our intention is to analyze and highlight the importance of a strategic approach to human resources management (HRM) and suggest suitable tools and strategies.

Methodology/approach

Extensive literature reviews were conducted on issues and aspects of HRM. Micro-cases and examples are used to illustrate efficient HRM tools and practices.

Findings

(i) HR have a significant contribution to make in overcoming the challenge of creating and managing experiences to meet customer expectations and achieve tourism business aims. (ii) The strategic management approach to HR is indispensable because consumption experience has shifted from the servicescape to the experiencescape environment. (iii) This evolution implies that tourism staff need to develop a new skills set.

Research limitations/implications

This study is explorative in nature, based on a literature review. Thus, more research-based knowledge and more empirical studies are needed to fully validate the chapter’s suggestions.

Practical implications

Strategic HRM is a requirement for tourism businesses that aim to provide valuable tourism experiences. There is a need for experiential intelligence and a bundle of skills to fulfill the customized requirements and personal aspirations of contemporary tourists. The related strategies are also discussed.

Originality/value

The study offers insights into aspects of HRM in the context of tourism experiences and highlights the necessity of developing an extended bundle of skills.

Citation

Sotiriadis, M. and Varvaressos, S. (2016), "Crucial Role and Contribution of Human Resources in the Context of Tourism Experiences: Need for Experiential Intelligence and Skills", Sotiriadis, M. and Gursoy, D. (Ed.) The Handbook of Managing and Marketing Tourism Experiences, Emerald Group Publishing Limited, Leeds, pp. 45-64. https://doi.org/10.1108/978-1-78635-290-320161003