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This study aims to explore the strategies that service providers use to facilitate marketplace accessibility, and identify the key challenges in that process. The authors do so to develop a roadmap towards improved accessibility and disability inclusion in the marketplace.

The authors conducted eight semi-structured interviews with service providers (curators, visitor service coordinators and access managers) at museums who run access programmes for customers with visual impairment (VI), along with an embodied duo-ethnography of those programmes.

Service providers foster autonomous, embodied and social access. Resource constraints, safety concerns and exposed differences between customers compromise access. To overcome these challenges, service providers engage in three inclusionary strategies – informing, extending and sensitizing.

This service provider- and VI-focus present limitations. Future research should consider a poly-vocal approach that includes the experiences of numerous stakeholders to holistically advance marketplace accessibility; and apply the marketplace accessibility findings upon different disabilities in other marketplace contexts.

This study offers a roadmap for policymakers and service providers on: which types of access should and can be created; what challenges may be encountered; how to manage these challenges; and, thus, how to advance accessibility beyond regulations.

This study contributes a service provider perspective on marketplace accessibility that goes beyond removing “disabling” barriers towards creating opportunities for co-creation; an approach towards marketplace accessibility that fosters inclusiveness while considering the inherent challenges of that process; and an illustration of posthumanism’s empirical value in addressing issues of accessibility in the marketplace.

The purpose of this study is to demonstrate the lighter (entertainment and esthetic experiences) and darker sides (educational and escapist experiences) of dark tourism experiences. This study also examines the effect of lighter and darker sides of dark tourism experiences on functional and emotional value.

To investigate how and where visitors experience lighter and darker sides of dark tourism, the authors conducted in-depth interviews from visitors to the Korean demilitarized zone (DMZ). To demonstrate consequences of lighter and darker sides of dark tourism experiences on functional and emotional value, the authors collected field survey data. Taken together, the authors used mixed methods with exploratory sequential design.

Interviewees vividly described their entertainment (crossing the suspension bridge) and esthetic experiences (seeing a family of crane birds from a short distance) in the Korean DMZ. They also described educational (understanding the background of the civil war) and escapist experiences (limiting daily entries made them feel like they were entering a special place or even a foreign country). Survey results showed that educational and esthetic experiences increased emotional value, while educational and escapist experiences enhanced functional value of a tour of the Korean DMZ.

Previous research operationalized lighter and darker sides of dark tourism based on characteristics of dark tourism sites. Specifically, darker and lighter aspects of dark tourism were determined, depending on whether such sites are directly related to human death or not. However, the current study draws on tourist experiences to operationalize lighter and darker sides of dark tourism. While previous research focused on the supply side, this study shifts focus to the demand side, thereby advancing knowledge in hybrid dark tourism experiences.

本研究旨在通过娱乐和审美体验（相对于教育和逃避现实的体验）展示黑暗旅游的光明（相对于黑暗）的一面。除此, 本研究以到访频率和到访目的作调节变量, 分别探讨上述四个类别的黑色旅游体验、功能性或情感性价值和访客满意度的关系。

为了深入探究上述四个类别的黑色旅游体验的性质, 我们与韩国非军事区的访客进行了深入的访谈。我们收集了田野问卷数据来测试上述四个类别的黑色旅游体验、价值观和满意度。运用测量不变性测试和多组分析试验了到访频率和到访目的之调节变量。

受访者在韩国非军事区生动地描述他们的娱乐（走过吊桥）和审美经历（近距离观赏一群鹤鸟）。他们还描述了教育（解释了韩战的背景）和逃避现实的经历（每日入场人数限制让访客觉得他们正在进入一个特别的地方甚至是国外）。问卷结果显示了教育和审美经历引致了情感价值, 教育和逃避现实经历则引致功能价值。

先前的研究根据黑色旅游地点的特点, 对黑色旅游的光明面和黑暗面进行了展示。具体来说, 根据这些地点是否与人类死亡直接相关, 确定了黑暗旅游的光明及黑暗的方面。然而, 本研究利用旅游体验来定义黑色旅游的光明面和黑暗面。虽然之前的研究侧重于旅游供应方面, 但本研究将重点转移到需求方面, 从而推进了混合黑色旅游体验的知识发展。

El propósito de este estudio es demostrar el encendedor (entretenimiento y estética) experiencias) y los lados más oscuros (experiencias educativas y escapistas) de las experiencias de turismo oscuro. Este El estudio también examina el efecto de los lados más claros y más oscuros de las experiencias de turismo oscuro en funcional y valor emocional.

Para investigar cómo y dónde los visitantes experimentan más claro y más oscuro lados del turismo oscuro, los autores realizaron entrevistas en profundidad a visitantes del desmilitarizado coreano zona desmilitarizada (DMZ). Demostrar las consecuencias de los lados más claros y más oscuros de las experiencias de turismo oscuro en valor funcional y emocional, los autores recopilaron datos de encuestas de campo. En conjunto, los autores utilizaron métodos mixtos con diseño secuencial exploratorio.

Los entrevistados describieron vívidamente su entretenimiento (cruzar el puente colgante) y Experiencias estéticas (ver una familia de pájaros grulla desde una corta distancia) en la DMZ coreana. Ellos también describió experiencias educativas (comprendiendo los antecedentes de la guerra civil) y escapistas (limitar las entradas diarias les hizo sentir como si estuvieran entrando en un lugar especial o incluso en un país extranjero). Los resultados de la encuesta mostraron que las experiencias educativas y estéticas aumentaron el valor emocional, mientras que Las experiencias educativas y escapistas mejoraron el valor funcional de un recorrido por la DMZ coreana.

Investigaciones anteriores operacionalizaron los lados más claros y más oscuros del turismo oscuro con base en Características de los sitios de turismo oscuro. Específicamente, los aspectos más oscuros y más claros del turismo oscuro fueron determinado, dependiendo de si tales sitios están directamente relacionados con la muerte humana o no. sin embargo, el El estudio actual se basa en las experiencias turísticas para operacionalizar los lados más claros y más oscuros del turismo oscuro. Si bien la investigación anterior se centró en el lado de la oferta, este estudio cambia el enfoque hacia el lado de la demanda, por lo que avanzar en el conocimiento de experiencias híbridas de turismo oscuro.

The purpose of this viewpoint paper is to show practical post COVID-19 observations as lessons for the future of tourism destination management and help inspire the tourism industry and academic community.

This paper is based on observations by, and discussions among, both international and Indonesian tourism experts and relate to the case of the famous UNESCO World heritage site, the Borobudur temple, in Indonesia.

As a result, the authors observed the following measures that have been taken by the local authorities; setting limits to the amount of visitors, increase the visitor area, provide guided tours only, work with price mechanism, mitigate the physical impacts of visits and involve the local community in the value chain. The paper shows that the COVID pandemic has unintentionally created urgency and an opportunity for the local authorities to deal with already ongoing and structural overtourism related issues. This demonstrated that a lockdown was needed to get out of a lock-in.

This paper fits in the ongoing debate on the effects of COVID-19 pandemic on the tourism sector. As it provides a practical case, the values of this paper lie in bridging the gap between conceptual contributions to the debate and practical observations. Also many links with the continuation of the overtourism debate are made.

Given the importance of senior volunteers in an ageing society, this study aims to deepen the understanding of how seniors create well-being by volunteering as service providers in terms of motivations for volunteer participation and value co-creation/co-destruction in service provision.

Focussing on senior volunteers acting as service providers in the tourism sector, this study conducted a programme of qualitative research with 15 senior volunteer tour guides in Japan and the UK through the purposive sampling method. The data were analysed by the Gioia method to identify data structure and create a conceptual model.

Seniors start with a mixture of different motivations, not only symbolic and health ones. However, after a certain period of training, they become more aware of their volunteer role as service providers and may strive to maximise the benefits to their clients. The overall performance of such a role supports their well-being. They may also experience episodes of value co-destruction; such negative experiences may be overcome by building good relationships with their colleagues in the organisation.

The paper identifies organisational support ideas for senior service provider volunteers aimed at overcoming negative experiences and achieving well-being, in terms of training and improved communication between organisation members.

This study contributes to the transformative service research literature by constructing a model to showcase the relationship amongst expectations of volunteering as a service provider, service delivery and well-being creation. This paper also discusses the positive and negative effects of volunteer service delivery on senior volunteers' well-being.

The purpose of this paper is to widen the understanding of the shifts the tourism industry experienced as it went though the Covid-19 pandemic. To contribute to this question, an empirical comparison is made between the supply of guided tours and sights at an urban destination in the pre- and postpandemic eras, thus gauging the changes in the guiding tours industry after the pandemic.

By conducting a convenience data gathering and a double-level analysis (tours analysis and sights analysis) on the tours and attractions supply at an urban destination, underlying trends come to light, related to the changes in the postpandemic era. This empirical comparison (2019 vs 2022) allows the authors to assess what has and has not changed in the postpandemic context.

Guided tours and attractions supply are evolving in the researched destination, but at a slow pace. Therefore, we conclude that long-term processes in destinations prevail over short-term disruptions, no matter how strong these disturbances are.

The results are of interest to practitioners as they facilitate a better assessment of the impacts of a crisis and greater awareness of the evolution of attractions in urban tourism. While the “staple tours” in a destination are always there, practitioners should keep an eye on new spaces in the city which the sector is opening up and also new touring trends.

This study is one of the few to empirically compare a pre- and postpandemic situation, as far as city-guided tours are concerned. It helps practitioners and authorities in urban destinations to assess the new trends that have emerged in the postpandemic era, and offers a two-level tool for tour analysis that could be applied to any urban destination.

Tour guides play a significant role in sustainable tourism development as leaders, mediators, resource managers and promoters of economic prosperity. This paper aims to show how local Tibetan tour guides practice sustainable tourism in their encounters with Western tourists.

The data consists primarily of 15 in-depth interviews with native Tibetan guides,Content analysis of the data were undertaken.

It was found that the guides adopt sustainable tourism practices based on their local religious wisdom and experiences as they try to establish harmonious host–guest relationships. Western clients also encourage guides to adopt more proenvironmental behaviors. The “hosts” live by Buddhist concepts such as samsara that are in line with concepts such as altruism and benevolence. Most “guests” are well-behaved and try to build sincere mutual relationships with local people. Host and guest cocreate value for local sustainable tourism practice.

Tour guides can practice sustainable tourism in a leadership role or as mediators, resource managers or promoters of economic prosperity. They also maintain a sincere and kind relationship with their guests that goes beyond the instrumental host–guest relationship and might help to cocreate value for local sustainable tourism practices.

Tour guides’ sustainable practices have been examined in the past based on their roles as leader, mediator, resource manager and promoter of economic prosperity. But researchers have seldom examined circumstances in which the tourists and tour guides were from different cultures. This paper addresses this gap.

导游作为领导者、中介者、资源管理者和经济繁荣的促进者, 在旅游可持续发展中发挥着重要的作用。本文展示了藏族导游在与西方游客的接触中如何实践可持续旅游。

深度访谈15个对当地藏族导游, 对收集的数据进行内容分析。

导游基于本土的宗教智慧和经验, 尝试与建立更加和谐的主客关系时, 从而实现可持续旅游实践。西方客户也鼓励导游采取更环保的行为。“主人” 的生活遵循佛教轮回等观念, 提倡“利他”、“仁爱”。大多数“客人” 都行为得体, 试图与当地人建立真诚的相互关系。主客共同为当地可持续旅游实践创造价值。

导游可以作为领导角色或中介、资源管理者或经济繁荣的促进者实践可持续旅游。他们还与客人保持真诚和友好的关系, 这超越了工具性的主客关系, 可能有助于共同为当地可持续旅游实践创造价值。

在过去的研究中, 导游的可持续实践基于他们作为领导者、中间人、资源管理者和经济繁荣的促进者。但研究人员对游客和导游来自不同文化的情境缺少关注, 我们的研究试图解答这一问题。

Los guías turísticos desempeñan un papel importante en el desarrollo del turismo sostenible como líderes, mediadores, administradores de recursos y promotores de la prosperidad económica. Este documento muestra, cómo los guías turísticos tibetanos locales practican el turismo sostenible en sus encuentros con turistas occidentales.

Los datos consisten principalmente en 15 entrevistas en profundidad con guías tibetanos nativos. Los datos fueron analizados mediante el método de análisis de contenido.

Se encontró que, los guías adoptan prácticas de turismo sostenible basadas en su sabiduría y experiencias religiosas locales, mientras intentan establecer relaciones armoniosas entre el anfitrión y el huésped. Los clientes occidentales, también alientan a los guías a adoptar comportamientos más proambientales. Los “anfitriones”, viven según conceptos budistas, como el samsara, que están en línea con conceptos como el altruismo y la benevolencia. La mayoría de los “visitantes” se comportan bien y tratan de construir relaciones mutuas sinceras con la gente local. El anfitrión y el huesped, co-crean valor para la práctica local de turismo sostenible.

Los guías turísticos pueden practicar el turismo sostenible en un papel de liderazgo o como mediadores, administradores de recursos o promotores de la prosperidad económica. También mantienen una relación sincera y amable con sus huéspedes que va más allá de la relación instrumental anfitrión-huésped y podría ayudar a co-crear valor para las prácticas locales de turismo sostenible.

Las prácticas sostenibles de nuestra guía han sido examinadas en el pasado en función de sus roles como líder, mediador, gestor de recursos y promotor de la prosperidad económica. Pero los investigadores, rara vez han examinado las circunstancias en las que los turistas y los guías turísticos eran de diferentes culturas. Abordamos esta brecha.

The aim is to analyse a regional cultural tourism object in Latvia, focusing on the elements of smart tourism as an indication of opportunities provided by digital technologies and its practical application.

The research employed data from the Central Statistical Office of the Republic of Latvia (hereinafter CSB), publicly available reports by ministries of the Republic of Latvia (hereinafter RoL), the Organization for Economic Cooperation and Development (hereinafter OECD) etc., as well as summarized scientific findings on the research problem. Data on the use of smart technology elements at the Rundale Palace Museum were obtained in two ways: from public reports on the museum in 2016–2021 and additionally an expert interview was conducted with the deputy director of the museum. The expert interview questions were semi-structured.

The characteristics of cultural tourism indicate the use of ICT in destination management, marketing, planning, process organization and changes in organizational culture. The recognizable elements of smart cultural tourism are the smart travel destination, smart experiences and smart business. 4.0 G technologies are required to ensure the functioning of the elements: artificial intelligence, big data analytics, the Internet of things, blockchain, cloud computing, virtual and augmented reality. Smart cultural tourism is a unified system involving several levels of national and municipal institutions, organizations, entrepreneurs and NGOs. The implementation of smart cultural tourism requires centralized funding to implement and manage digital connectivity between the stakeholders. In the Latvian and Baltic context, the Rundale Palace Museum has been established as a cultural tourism object – a Renaissance palace museum, which is the second most visited museum in Latvia. The Rundale Palace Museum digitizes the services it provides within its financial possibilities, e.g. cloud data for remote purchase of visitor tickets, self-registration of visitors in the single visitor system, augmented reality and mobile applications. The Internet of things is not used, while artificial intelligence is partially used by the museum. At the Rundale Palace Museum as a smart tourist destination, the research did not identify the following features: a technological platform, a smart destination strategy and use of big data. Further, public-private consumer cooperation is not in place. The Rundale Palace Museum was not identified as an element of smart business, as a single smart business ecosystem for cultural tourism has not been created in the entirety of Latvia as yet nor in the Zemgale region in particular. Communication between cooperation partners occurred via telephone.

Few research studies on digital solutions for cultural tourism in Latvia and in the region of Zemgale, where the largest Renaissance pearl in Latvia and the Baltic States – the Rundale Palace Museum – is located, have been conducted; hence, this study contributes to addressing the research gap.

The aim of this study is to evaluate the implicit and explicit attitudes of Generation Z (Gen Z) individuals toward the experience of visiting and getting to know traditional or virtual museums.

Two studies were conducted. The first study assesses the implicit attitudes of Gen Z individuals through Implicit Association Tests (IAT) toward the experience of visiting traditional versus virtual museums. Considering the results of the study one, the second study proposes and validates a conceptual model through PLS-SEM approach about the explicit attitudes of this generation toward virtual museums.

In the first study, it was found that virtual museums are more successful at engaging and immersing participants than traditional museums for Gen Z. The second study emphasized the significance of meeting Gen Z expectations and ensuring effortless access to information in virtual experiences as this can lead to increased satisfaction and inspiration among this generation.

The originality of this study lies in its focus on Gen Z's attitudes toward virtual museums and the use of both implicit and explicit attitude measures to gain a comprehensive understanding of these attitudes. An interesting aspect emerges from the implicit attitudes displayed by Gen Z, indicating their preference for virtual museums as more captivating compared to traditional ones.

The purpose of the study is to confirm the influence of each dimension of visitor's sense of place (place identity, place attachment and place dependence) on each dimension of conservation behavioral intention (general behavioral intention and specific behavioral intention) in the context of urban heritage.

This study uses a quantitative methods. Research respondent is individual visitor who meet the research criteria. The strength influence of sense of place dimension (independent variable) on dimension of conservation behavioral intention (dependent variable) was measured by Somers' D correlation. Primary data were analyzed using descriptive statistical techniques.

All correlation coefficient values were below +0.59. It shows that the sense of place dimensions have a weak influence on each dimension of conservation behavioral intention. Weak correlation occurs because of the setting profile (tourism approaches which tends to be material-based) and the type of visitor (casual cultural tourism and sightseeing tourist) which interprets heritage only as an object of relaxation.

Due to the statistical approach used (nonparametric statistical techniques), the results of the study cannot be generalized. Therefore, further studies with different approaches are needed.

This study demonstrates the need for tourism policy in Semarang Old Town (SOT) as a form of value-driven heritage conservation practice to encourage visitors to appreciate the cultural significance of the area.

In the context of urban heritage area, the literature on research topics is still limited. However, the results of this study were different from previous studies. The weak relationship is explained through an approach that considers contextual factors, namely profile settings and visitor profiles.

The servicescape model has been widely adapted in various service industries, but this model may not be applicable if the exhibition is transformed from physical to online. Moreover, there is only a handful of research on online exhibitions; studies focusing on visitor behaviors from various types of online exhibitions and the differences between genders are still lacking. This study aims to examine the different variables in the e-servicescape model and discuss how e-servicescape affects visitor behavior based on the exhibition types and gender differences.

The e-servicescape model is adapted in this study. Qualitative interviews were conducted prior to a quantitative online survey to examine by regression analysis the relationships among the dimensions in e-servicescape and how it affects visitor subsequent behavior. Data analyses are based on the differences between exhibition types and gender differences in response to the three environmental dimensions, namely, aesthetic appeal, layout and functionality, and security concern.

The findings show that visitors pay more attention to artistic enjoyment in art-related exhibitions and focus on informative issues in other types of exhibitions. “Aesthetic appeal” and “layout and functionality” are important to both genders, but little concern is shown to computer security issues. Female visitors are concerned with aesthetic design and male visitors stress layout and functionality elements. In terms of the security concerns, females have no concern about cookies function, while males have no concern on leaving search history on the website.

There is no previous relevant research on the relationships and influence between e-servicescape and online exhibition; this study focuses on the application of e-servicescape to the online exhibition industry and helps fill this research gap.