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Article
Publication date: 3 October 2016

Harald Pechlaner, Christian Nordhorn and Xenia Poppe

This paper aims to deduce and present an extended hospitality approach. In developed countries, hospitality is increasingly linked to tourism; in times of migration and…

1444

Abstract

Purpose

This paper aims to deduce and present an extended hospitality approach. In developed countries, hospitality is increasingly linked to tourism; in times of migration and increased refugee flows, the accompanying social, economic and political determining factors play a more prominent role, necessitating a new view of hospitality. This study aims to extend the domain of tourism in hospitality by including aspects related to asylum seekers and to combine it with topics regarding welcome culture, service quality and relational quality. The paper explores the question concerning whether, and in which ways, the various sectors may learn from each other.

Design/methodology/approach

To expand this new research area and to take the exploratory nature of the research aim into consideration, a qualitative approach was chosen. Fourteen qualitative interviews with experts from the tourism and industry sectors and organizations linked with asylum seekers were conducted; the interviewees were chosen by purposeful sampling, according to knowledge and diversity criteria. GABEK was used as a qualitative research strategy, which involves theories of a phenomenological and linguistic nature. This method allows for a more holistic approach to the complex nature of the topic through the collection of perceptions resulting from open qualitative interviews and a keyword-based analysis.

Findings

The paper presents a model for an extended hospitality approach, as hospitality should not be limited to its connection with tourism matters. Refugees as well as tourists rely on the friendliness and the welcoming nature (hereafter: “welcome culture”) of a host country. The tourism industry can stand to improve its unconditional hospitality toward refugees — the comprehension and understanding of different cultures and values is an important aspect of welcoming new arrivals in the local surroundings, be they tourists, migrants or refugees.

Research limitations/implications

As stated above, a qualitative research approach was chosen with the intent to open the research field toward an extended hospitality approach. Therefore, future research must focus on testing the results for application in a more general context. The study was also limited insofar as the conduction of research took place in Bavaria alone.

Practical implications

As stated above, a qualitative research approach was chosen with the intent to open the research field toward an extended hospitality approach. Therefore, future research must focus on testing the results for application in a more general context. The study was also limited insofar as the conduction of research took place in Bavaria alone.

Originality/value

This paper combines different access points to hospitality in a new form.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 10 no. 4
Type: Research Article
ISSN: 1750-6182

Keywords

Article
Publication date: 12 August 2014

Metin Kozak, Michael Volgger and Harald Pechlaner

This paper aims to provide an original body of work that presents and discusses the theory that destination leadership is about proactively shaping the future development…

870

Abstract

Purpose

This paper aims to provide an original body of work that presents and discusses the theory that destination leadership is about proactively shaping the future development of destinations and territories. This is the second part of the special issue of Tourism Review on destination leadership.

Design/methodology/approach

This editorial introduces the papers included and highlights a few general thoughts about the interplay between destination leadership and territorial development.

Findings

This introduction summarizes how the papers in this special issue contribute to two streams of research: first, the papers reflect on the necessity of adapting the specific form and style of destination leadership to the development status of a destination. Second, papers highlight that local stakeholders, local knowledge and the local context, in general, have a high impact on destination leadership.

Originality/value

By summarizing and condensing the various contributions to this special issue, the editorial introduction highlights that destination leadership is about proactively shaping the future of tourist destinations. Furthermore, it argues that this development needs to respect local networks, territorial characteristics, histories and contexts. Therefore, tailoring destination leadership to their own territories seems to be an essential success factor, and in the future, we may want to define Alpine destination leadership, island destination leadership, city destination leadership, etc.

Article
Publication date: 21 August 2019

Christian Laesser, Thomas Bieger, Harald Pechlaner, Peter Keller and Dimitrios Buhalis

The purpose of this paper is to reconstruct and analyze the long history of Tourism Review and try to outline the future of this journal.

Abstract

Purpose

The purpose of this paper is to reconstruct and analyze the long history of Tourism Review and try to outline the future of this journal.

Design/methodology/approach

The authors show that Tourism Review has been a good example of multiple life cycles over time and of survival by adaption.

Findings

The authors illustrate also how this journal has seen decline, as well as revival, and stagnation, as well as innovation.

Originality/value

It is also a proxy of the state and issues of tourism research and publication over 75 years.

Details

Tourism Review, vol. 75 no. 1
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 7 August 2018

Harald Pechlaner, Daniel Zacher, Christian Eckert and Lukas Petersik

The purpose of this paper is to discuss responsibility in tourism destinations. On the basis of a resilience approach, central aspects of leadership and of responsibility…

Abstract

Purpose

The purpose of this paper is to discuss responsibility in tourism destinations. On the basis of a resilience approach, central aspects of leadership and of responsibility in destination networks are introduced and, a contribution to a conceptual analysis of the future viability of tourism destinations is made. This contributes to a better understanding of resilience from a destination management organization (DMO) perspective in the context of shared responsibility.

Design/methodology/approach

To achieve this goal, a qualitative interview series was conducted with destination managers in urban and rural areas. The interviews were evaluated using the method of GABEK®, in order to reveal and visualize semantic relationships between the specific statements. This method allows the representation of linkages and relationships of keywords from interview transcripts in the form of network graphs.

Findings

A major result is the existence of a network of leaders who take responsibility for tourism development within a tourism destination. Within this network, the destination manager once again plays a key role by developing and formulating visions, goals and strategies. In this context, the relevant employees of the DMO have an important role to play, since they are an important resource of tourism development due to their experience and competences.

Originality/value

The paper contributes to a practical view on the development of visions and strategies. It analyzes challenges and possible ways to communicate with the required political and public actors of the destination as well as with the service providers to regard destination development as a collaborative task.

Details

International Journal of Tourism Cities, vol. 5 no. 2
Type: Research Article
ISSN: 2056-5607

Keywords

Article
Publication date: 30 July 2018

Christian Nordhorn, Anna Scuttari and Harald Pechlaner

The purpose of this paper is to explore customers’ emotions during a host–guest interaction at the reception desk of a hotel. Guests’ emotional responses are analyzed in…

Abstract

Purpose

The purpose of this paper is to explore customers’ emotions during a host–guest interaction at the reception desk of a hotel. Guests’ emotional responses are analyzed in real time to understand their link to behavior and levels of service and relationship quality.

Design/methodology/approach

To achieve this aim, 225 random customers experience six different types of interactions (scenarios) at a staged reception desk, representing a high/low service or relationship quality. The emotions provoked within guests are (video) recorded and analyzed with the help of SHORETM, a facial recognition software that processes four basic emotions derived from human muscular activity and calculates average emotional scores per scenario.

Findings

Results reveal that customers respond more positively to service than to relationship quality. Informal approaches to interacting with guests are mixed; they can both excite or irritate customers. As with existing evidence in service marketing research, the results found out through this study demonstrate that a good service recovery process seems to immediately generate more satisfied customers than do constant high-quality standards.

Research limitations/Implications

The main limitations are related to the semi-staged nature of social interactions, which might cause distortions in measuring emotions and limitations in the comparability of cases.

Practical Implications

Practical implications are directed to service designers and managers in hospitality to improve service design and ensure effective service recoveries.

Originality/value

This paper introduces a novel approach for assessing host–guest interactions in tourism based on a real-time emotional assessment of service and relationship quality in hospitality. Technologically advanced observation techniques enable in-depth analyses of actions and emotional responses between hosts and guests across time. New insights concerning service design and service recovery management are gained for practitioners and for future research.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 12 no. 2
Type: Research Article
ISSN: 1750-6182

Keywords

Article
Publication date: 7 June 2019

Christian Eckert, Daniel Zacher, Harald Pechlaner, Philipp Namberger and Jürgen Schmude

Due to both the new quality and intensity overtourism discussions have received, it is time to examine the question concerning the consequences this development has on…

2409

Abstract

Purpose

Due to both the new quality and intensity overtourism discussions have received, it is time to examine the question concerning the consequences this development has on destination level and how destinations can adjust their strategies for future development. This is especially important to consider, since overtourism can be seen as a fundamental issue for tourism development. First measures taken within destinations show that reactions are taking place, e.g. through access restrictions of frequently visited places. The purpose of this paper is to identify future-oriented strategies and to derive concrete measures in order to deal with overtourism on a destination level.

Design/methodology/approach

In total, 19 qualitative interviews with European destination managers were conducted and evaluated via the qualitative analysis method GABEK® with WinRelan® software.

Findings

The results show that various stakeholders are involved in overtourism, with the destination management organization being the central actor to deal with issues. It is challenging to choose between different strategies and measures, which always have to be considered in relation to the specific conditions of a destination and the perception level of overtourism. In order to face current developments, the initiation of a stakeholder dialog can be seen as a promising factor, but also as a challenging task.

Originality/value

Currently, a “wait-and-see-attitude” exists, where well-known destinations are cited as negative examples, but a serious examination related to one’s own destination has not yet been developed. This consideration should be seen as a prerequisite for future-oriented destination development, which takes the local population into account.

Details

International Journal of Tourism Cities, vol. 5 no. 4
Type: Research Article
ISSN: 2056-5607

Keywords

Article
Publication date: 15 August 2016

Marika Gon, Linda Osti and Harald Pechlaner

This paper aims to analyse how leisure boat tourism impacts are perceived by local communities in coastal areas. For this purpose, a review of the literature on nautical…

1596

Abstract

Purpose

This paper aims to analyse how leisure boat tourism impacts are perceived by local communities in coastal areas. For this purpose, a review of the literature on nautical and leisure boat tourism, together with residents’ attitudes, is presented. On that basis, authors consider economic, socio-cultural and environmental impacts, together with general development and future policies of nautical tourism, and cluster the coastal community according to their attitudes towards leisure boat tourism.

Design/methodology/approach

Primary data are collected among residents of coastal municipalities in the north part of the Adriatic Sea. Within the theoretical framework of social representation, a cluster analysis is performed on 233 valid questionnaires, collected during winter 2013.

Findings

Interviewed residents believe that leisure boating has a long tradition and has offered improvements to the municipalities as tourism destinations. They consider leisure boat tourism as a catalyst for tourism development and international tourists’ attraction. The cluster analysis reveals the existence of three homogeneous groups of residents labelled as supporters (51 per cent), cautious (29 per cent) and sceptics (20 per cent).

Practical implications

Practical implications are derived for destination managers and destination management organizations (DMOs) in addressing internal marketing and larger advertisement of the positive impacts leisure boat tourism has over the local community.

Originality/value

The paper enriches the discussion on residents’ perceptions on nautical tourism and specifically on leisure boat tourism in coastal areas. Limitations are linked to the exploratory nature of the research paper, the sample and the geographical connotation of the study area. Further research will enlarge the data collection to a wider number of coastal communities and integrate results with qualitative analysis.

Details

Tourism Review, vol. 71 no. 3
Type: Research Article
ISSN: 1660-5373

Keywords

Book part
Publication date: 7 April 2015

Abstract

Details

Contemporary Destination Governance: A Case Study Approach
Type: Book
ISBN: 978-1-78350-113-7

Abstract

Details

Contemporary Destination Governance: A Case Study Approach
Type: Book
ISBN: 978-1-78350-113-7

Article
Publication date: 1 January 2002

Harald Pechlaner and Linda Osti

The destination as the area of movement of guests during their stay often leads to a cooperation among different tourism organizations and destinations: on the one hand…

Abstract

The destination as the area of movement of guests during their stay often leads to a cooperation among different tourism organizations and destinations: on the one hand, the co‐operation is necessary to be able to offer the products demanded by different guests, on the other hand, it is necessary to be able to guarantee a sensible appearance to the market. With an empirical research carried out in 1999 and 2000, the European Academy Bolzano took the Italian regional and sub‐regional tourism organizations into consideration to evaluate the progress in managing the destination Italy. Rigidity of the organizational structures, little cooperation and integration as well as insufficient market resources are some of the main results. Further developments in change management, stakeholder management, branding, and the setting of clear and measurable goals are some of the issues analyzed. In consideration of an analysis of the Italian regions with regard to their actual politics of destination development the paper concludes with the proposal of a new model of tourism organizational structure based on networks and on the distinction between territorializable basic tasks and deterritorializable product/market tasks. This paper is a conceptional work relevant for traditional destinations and valid as a case study.

Details

Tourism Review, vol. 57 no. 1/2
Type: Research Article
ISSN: 1660-5373

1 – 10 of 61