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In this chapter, the performance of Swiss mountain ropeway companies in the period from 2011 to 2016 have been analyzed. The sample includes 194 observations from 43 companies, covering about 90% of the market. In order to explain the levels of cash-flow returns, the degree of self-financing and revenue growth for ropeway companies, firm-specific characteristics, meteorological data, infrastructure information and market-specific factors were taken into account. The results, which are based on a general method of moments estimates, reveal that a high equity ratio and consistent capital expenditures are important for performance. Also, the market environment, including such factors as exchange rates and brand recognition of ski areas in Europe and Asia, are important for firm performance. Overall, the Swiss market is a unique country for this type of analysis, given either that the required data on mountain ropeway companies in other countries are unavailable or that a few rather large companies dominate the market.

The Upper Toggenburg is located close to major urban areas and is used mainly for overnight tourism. The destination has an urgent need for revitalization and faces dramatic challenges in renewing its products and markets. The newly created DMO, along with political and financial management by the cantonal government, raises issues related not only to the rejuvenation and the relaunch of the destination but also for the role of particular institutions. While the destination is clearly positioned in a declining phase, there are numerous efforts to overcome the critical situation; and some projects are promising. The life cycle concept and institutional analysis are useful approaches for the discussion of this case.

Many companies struggle with the assessment of customer experience. This chapter aims to demonstrate how mobile ethnography tackles this issue by assessing data in a holistical way, in-situ, and in real-time.

The chapter describes the implementation of a mobile ethnography project in a tourist destination, including participant recruitment, data collection, data analysis, and the derivation of insights.

The mobile ethnography project allowed to gain deep insights into the customers’ journeys.

Future research will need to further investigate questions of participant recruitment, the effectiveness of incentives as well as the performance of the data collection process. Furthermore the findings of this case need to be replicated in the context of other industries, as well as in other cultural contexts.

Mobile ethnography allows companies to gain more information on customer experience in real-time, thus with reduced cognitive and emotional bias. Therefore, the method can help to improve the touristic service offering and, consequently, customer experience.

As companies are searching for new approaches to research and manage customer experience, this chapter is of high value for both academia and practice.