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Article
Publication date: 17 November 2020

Emerson Cleister Lima Muniz, Gertrudes Aparecida Dandolini, Alexandre Augusto Biz and Alessandro Costa Ribeiro

This paper aims to demonstrate how customer knowledge management (CKM) can assist destination management organizations (DMOs) in the smart management of the tourist

Abstract

Purpose

This paper aims to demonstrate how customer knowledge management (CKM) can assist destination management organizations (DMOs) in the smart management of the tourist experience to contribute to the creation of smart solutions and the promotion of smart tourism destinations (STDs). To accomplish it, a CKM conceptual framework aligned with smart tourism and composed of eight processes is developed to guide managers in this management.

Design/methodology/approach

This research adopts the design science research methodology and applies its steps. It was supported by a systematic integrative literature review on CKM models and frameworks and their main elements, as well as by semi-structured interviews with tourism specialists in the context of Santa Catarina, Brazil.

Findings

From the literature it appears that tourist experiences are customer knowledge essential to the improvement and innovation of tourism products and services, and that CKM, still little explored in this scenario, tends to contribute to the management of this crucial knowledge for smart tourism. The analyses and improvements to the structure developed by specialists show its applicability and contributions to the management of STD experiences.

Originality/value

This paper offers an original contribution to the integration of the theoretical constructs of CKM, tourist experience and STDs by showing how the CKM, from tourism experiences, technologies and social networks, can assist DMOs in the management of experiences and promotion of STDs.

Details

Journal of Knowledge Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1367-3270

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Article
Publication date: 1 February 2000

M. Manente, V. Minghetti and E. Celotto

Tourism and transport represent two sides of the same management process, especially in tourism destinations characterised by a consistent or a rising volume of visitor flows.

Abstract

Tourism and transport represent two sides of the same management process, especially in tourism destinations characterised by a consistent or a rising volume of visitor flows.

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Article
Publication date: 31 May 2019

Karen Hughes and Gianna Moscardo

The purpose of this paper is to speculate how recent and emerging trends in information and communication technology (ICT) could change the way tourism businesses and…

Abstract

Purpose

The purpose of this paper is to speculate how recent and emerging trends in information and communication technology (ICT) could change the way tourism businesses and organizations communicate with and manage their guests.

Design/methodology/approach

This paper applies elements of futures and design thinking to analyze current tourism management practices and identify critical touchpoints that link tourist decisions to management strategies.

Findings

Fictional travel stories were used to identify and analyze how technology might affect tourism through five touchpoints– choice, connection, co-creation, customization and compliance. These stories were analyzed to identify changing forces and suggest potential paradigm shifts that tourism managers need to consider. These included increasingly complex content, the importance of compatible connections, and the critical role of coordination and cooperation in future tourism systems.

Originality/value

While there have been numerous discussions of how tourists and tourism businesses access and use technology, there is little evidence of scholars and practitioners applying formal futures thinking to ICT and tourism. This paper used design thinking and stories to predict and illustrate ways in which technology could be embedded into tourism experiences and services. It suggests that technology can, and probably will, fundamentally change the way in which we manage tourists and their experiences.

Details

Journal of Tourism Futures, vol. 5 no. 3
Type: Research Article
ISSN: 2055-5911

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Article
Publication date: 20 January 2020

Dileep Kumar M., Normala S. Govindarajo and Mae Ho Seok Khen

Tourism researchers proposed that service quality dimensions of tourist destinations can contribute in developing a favorable or unfavorable image among travelers which…

Abstract

Purpose

Tourism researchers proposed that service quality dimensions of tourist destinations can contribute in developing a favorable or unfavorable image among travelers which affect visitors’ loyalty or disloyalty as well as destination image. However, such claims are seldom evaluated into in avitourism locations, which are a niche tourism, but fast growing. The purpose of this study is to examine the relationship between service quality, visitor satisfaction and destination image and destination loyalty among avian tourists.

Design/methodology/approach

Following a positivist research philosophy with a quantitative, cross-sectional descriptive study design, the study addressed five direct and two indirect relationships in the model. The research followed expectation dis-confirmation theory of Gartner to test the theoretical model. Following purposive sampling, a sample of 384 international avitourists was collected from five avitourism locations of Malaysia. The study applied SmartPLS SEM to analyze the data.

Findings

The results show that the service quality provided by the park management has a positive impact on visitor satisfaction, destination image and destination loyalty. The study also shows partial mediation effect of visitor satisfaction on destination image and destination loyalty among avitourists. The study extends practical, policy and theoretical implications to the stakeholders of avitourism.

Research limitations/implications

The study limits the possibility for generalization of the findings into five avitourism sites located in three states of Malaysia. Hence, the scope of the study needs to be augmented with samples from more regions to meet the expected generalization. Add to the point, this study lacks qualitative data observations to get an in-depth understanding of the issues pertaining to visitor’s expectations on serviced quality, satisfaction, destination image and loyalty. Hence, it is suggested that more qualitative research interventions need to be made with the tools of in-depth interviews, content analysis and with the method of focus group discussions and Delphi applications.

Practical implications

This study provides the park management a clearer understanding on service quality critical factors in enhancing the satisfaction of avian tourists and building a better avitourism destination image and destination loyalty. The avitourism park management may look into the services for these niche tourists, as these resources are directly linked to nature-based tourism with its diverse requirements to keep visitors satisfied. Park authorities require a sound understanding and skills in managing the biodiversity of the natural resources, birds and animals, to match their services with tourists’ expectations.

Social implications

Biodiversity is important in supporting vital ecosystem services (ES) for human as well as animals. The study has its social implications in generating a greater number of employment opportunity for people surrounding the area of avian destinations preserving the biodiverse area. The people in the surroundings area of avitourism locations will get better employment opportunity as guides and nature trail experts, if the avian tourism develops in its real principle.

Originality/value

Avitourism is a niche tourism. The expectations of the visitors of avitourism locations are entirely varied in comparison with general tourism. Very less studies focused into expectations of the visitors linking human factor of service quality, emotional intelligence, visitor satisfaction, etc. like dimensions that will contribute into dynamic destination image and destination loyalty among avitourists. With the support of quantitative research tools, representative sampling and theoretical selection, the study findings are original in their form, ensuring external validity further to generalize into other birdwatching locations across the countries. The study observations are highly valuable to all stakeholders of avitourism.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 14 no. 1
Type: Research Article
ISSN: 1750-6182

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Book part
Publication date: 6 September 2019

Abstract

Details

Experiencing Persian Heritage
Type: Book
ISBN: 978-1-78754-813-8

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Article
Publication date: 31 May 2021

Abdul Gani and Ramjit Singh

This study aims to explore the preparedness and the recovery/rebuilding activities or strategies adopted by the respondents during the phases of natural disaster/crisis in…

Abstract

Purpose

This study aims to explore the preparedness and the recovery/rebuilding activities or strategies adopted by the respondents during the phases of natural disaster/crisis in Jammu and Kashmir and Assam, India.

Design/methodology/approach

The qualitative research design was chosen for the study. The interview method was adopted in the present research. The respondents were selected purposefully from the representatives of tourism organizations/destinations management organizations and emergency organizations, i.e. disaster management and hotels experienced by natural disasters, i.e. flood 2014 in Kashmir valley 2019 in Assam states of India.

Findings

Moderate level of preparedness among the tourism organizations, tourism businesses such as hotels leaves implications for them to enhance the disaster or crisis resilient community. The preparedness programs, efficient social media, communications strategies and development of tourist destinations-specific disaster-related crisis management plans were suggested to enhance disaster resilience.

Originality/value

The present study is widely contributing to the theory of the vital concepts of crisis management at tourism destinations. This study suggests the practical implications for and suggestions to the industry practitioners, government agencies and researchers to rebuild the tourist destinations from the disaster/crisis and enhance global resilience.

Details

Worldwide Hospitality and Tourism Themes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1755-4217

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Article
Publication date: 20 May 2021

Gianluca Solazzo, Ylenia Maruccia, Gianluca Lorenzo, Valentina Ndou, Pasquale Del Vecchio and Gianluca Elia

This paper aims to highlight how big social data (BSD) and analytics exploitation may help destination management organisations (DMOs) to understand tourist behaviours and…

Abstract

Purpose

This paper aims to highlight how big social data (BSD) and analytics exploitation may help destination management organisations (DMOs) to understand tourist behaviours and destination experiences and images. Gathering data from two different sources, Flickr and Twitter, textual and visual contents are used to perform different analytics tasks to generate insights on tourist behaviour and the affective aspects of the destination image.

Design/methodology/approach

This work adopts a method based on a multimodal approach on BSD and analytics, considering multiple BSD sources, different analytics techniques on heterogeneous data types, to obtain complementary results on the Salento region (Italy) case study.

Findings

Results show that the generated insights allow DMOs to acquire new knowledge about discovery of unknown clusters of points of interest, identify trends and seasonal patterns of tourist demand, monitor topic and sentiment and identify attractive places. DMOs can exploit insights to address its needs in terms of decision support for the management and development of the destination, the enhancement of destination attractiveness, the shaping of new marketing and communication strategies and the planning of tourist demand within the destination.

Originality/value

The originality of this work is in the use of BSD and analytics techniques for giving DMOs specific insights on a destination in a deep and wide fashion. Collected data are used with a multimodal analytic approach to build tourist characteristics, images, attitudes and preferred destination attributes, which represent for DMOs a unique mean for problem-solving, decision-making, innovation and prediction.

Details

Measuring Business Excellence, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1368-3047

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Article
Publication date: 27 February 2020

Hilary Du Cros and Weng Hang Kong

The purpose of this study is to offer advice to the Macao Special Administrative Region (SAR) Government regarding the tourist and traffic flow concerning how these…

Abstract

Purpose

The purpose of this study is to offer advice to the Macao Special Administrative Region (SAR) Government regarding the tourist and traffic flow concerning how these contribute to congestion in World Heritage Site (WHS) elements and make recommendations regarding the management of tourist flows and traffic congestion.

Design/methodology/approach

The research undertaken in this study is partially longitudinal. The case study is also partially ethnographic in that tourist behaviour at key sites has been observed. Concerning the specific methodology applied, data collection techniques are chosen to provide a multiplicity of data sources: on-site observation and semi-structured telephone interviews.

Findings

The study is found that Macao was at a crossroad. All stakeholders needed to take some responsibility for implementing actions recommended that would ensure that Macao SAR’s World Heritage assets would be used responsibly for future, as well as for present generations.

Originality/value

The study has shown that better and long-term understanding of congestion is necessary to inform better visitor management decision-making, enhance tourist experience and discover the factors that influence visitor satisfaction. It is also needed to reveal aspects of stakeholder readiness and barriers to action.

Details

International Journal of Tourism Cities, vol. 6 no. 4
Type: Research Article
ISSN: 2056-5607

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Article
Publication date: 5 June 2017

Mohammad Ruhual Amin

Notwithstanding been a significant stakeholder in the sustainable and responsible tourism (RT) development and management process, worldwide very few studies exclusively…

Abstract

Purpose

Notwithstanding been a significant stakeholder in the sustainable and responsible tourism (RT) development and management process, worldwide very few studies exclusively investigated tourists’ attitudes towards them. Moreover, studies are especially missing for developing and least developed countries where domestic tourism market is more significant than international market. Besides, in Bangladesh, there is no study as yet which aimed to identify domestic tourists’ attitudes towards responsible tourism management (RTM) and to its triple bottom line (TBL) components. So, the purpose of this paper is to fill these gaps, contributing thus to the existing RTM literature.

Design/methodology/approach

After conducting extensive literature review, this study followed both the exploratory (in-depth interview) and single cross-sectional descriptive (survey) research designs. Further, this study used descriptive statistics (frequency distribution analysis) and multivariate dependence data analysis technique (multiple regression analysis) to analyse the data collected from the 385 sample respondents through systematic random sampling.

Findings

Based on the findings, the present study argues, Bangladeshi tourists have positive attitudes towards each of the TBL components and to RTM, however, there is scope for further improvement. This study also suggests that there is a close link between tourists’ attitudes and their socio-demographic characteristics.

Originality/value

With the support and reference to this study, destination management organisations can work on each of the TBL components to enhance Bangladeshi tourists’ positive attitudes towards RT practices at Cox’s Bazar (CB). Moreover, this study on CB, Bangladesh also contributes to the RTM literature and minimises the known literature gap for developing countries.

Details

International Journal of Tourism Cities, vol. 3 no. 2
Type: Research Article
ISSN: 2056-5607

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Article
Publication date: 10 April 2017

Mao-Ying Wu, Philip Pearce and Wang Dong

This study aims to assess international customers’ experiences in the leading hotels of the iconic city of Shanghai.

Abstract

Purpose

This study aims to assess international customers’ experiences in the leading hotels of the iconic city of Shanghai.

Design/methodology/approach

Leximancer, a qualitative analysis software program, was used to examine over 2,000 reviews appraising Shanghai’s superior hotels. The reviews were posted on Agoda.com.

Findings

Overall, the international tourists were actually quite satisfied with the superior Shanghai hotels. This study highlighted the continuing importance of the attentive and professional “staff”, physical attributes of the “hotel”, comfort of the “room”, “location”, proximity to a “shopping” area and co-creation possibilities to deliver some “beautiful” experiences. Segments of the market based on tourists’ origins, travel style and hotel management styles emphasized different expressive and instrumental features. Some strong commonalities were identified. The most satisfied customers, no matter what their backgrounds, were those who were more impressed with the expressive and intangible elements in the hotel, especially their interaction with and the service qualities of the hotels’ professional and attentive staff.

Practical implications

The work offers a potential range of insights and emphases for individual properties in Shanghai and other locations to help market and co-create experiences in their properties in distinctive ways.

Originality/value

The work is framed within the wider theoretical concerns of extending the meaning of co-creation in the experience economy. The work argues that co-creation is not limited to the on-site experience but rather that post-visit appraisals through user-generated contents constitute an extended form of interaction which may assist in understanding the full trajectory of the hotel experience.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

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