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This chapter explores how the adoption of Web 2.0 social media platforms as information communications technology (ICT) innovations is impacting organizational design, culture, and human resource management (HRM) in events. Individuals responsible for the development and implementation of social media in 12 event organizations were interviewed regarding its adoption and how it impacts work in their organizations. Three types of innovation adopters were identified: spontaneous activists, spontaneous reactors, and organized initiators. The findings demonstrate that the use of social media in event organizations is impacting event workers by creating role overload and ambiguity. This chapter discusses implications for event organizations and their employees in terms of HRM policy, performance management, workforce skill development, recruitment, and retention.

This chapter focuses on tourism from Australia to Gallipoli to attend Anzac Day commemorations. The research examines diary excerpts of tourists to Gallipoli using theory on emotions to gain insights into the consumption experience. We describe this tourist experience as a pilgrimage, as it is purposeful and is aimed at reaching a specific destination that has spiritual meaning for the consumer. We found that this tourist experience elicits both positively and negatively valanced emotions. The findings highlight that not all tourism experiences elicit hedonically related emotions; however, the outcome of the experience can be positive. Further research on emotions that explores this paradox between emotions in consumption and emotions in post-consumption will assist to understand the ways in which consumers process their emotions within this context.

The Field Guide opens with a series of chapters addressing somewhat disparate issues – touristification of the countryside, emotions experienced in a secular pilgrimage, assessment of museum performance, tourists’ packing for travel and the role of the hospitality receptionist. Yet, what these chapters hold in common is their broad approach to case study research. Each chapter presents findings based on the analysis of texts. Here we use the term texts in its broadest sense, to mean the written word, spoken word or visual image intended to express meaning. Thus, amongst these chapters we see research findings generated from the analysis of words and images in tourism promotional materials; analysis of the diaries of tourists; computer software analysis of concepts generated from focus group discussions amongst museum stakeholders; verbal protocol analysis and videotape analysis of a tourist packing for travel; analysis of story, poetry and metaphor used by hospitality reception staff to express their lived experiences of their jobs. Each of the chapters concludes with comment on lessons learned about the processes of data gathering and analysis.

Maria Amoamo is a post-doctoral fellow in Te Tumu, the School of Māori Pacific and Indigenous Studies at University of Otago in New Zealand. Maria's research interests include the representation of indigenous, cultural and heritage tourism. Her PhD thesis examined the issue of identity in relation to Māori regional tourism within a post-colonial framework. She is currently examining the economic value of identity in relation to determining ‘what is the profile of Māori tourism in Dunedin?’ Maria is also examining the issue of social vulnerability and resilience of Pacific Island communities in relation to tourism.