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Article
Publication date: 24 April 2007

The Visitor Journey: the new road to success

Mandy Lane

The purpose of this case study to explain how the Visitor Journey framework was used by the London Development Agency to improve the accessibility of London as a tourist…

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Abstract

Purpose

The purpose of this case study to explain how the Visitor Journey framework was used by the London Development Agency to improve the accessibility of London as a tourist destination for disabled and non‐disabled visitors.

Design/methodology/approach

The Visitor Journey is a new approach to developing tourism strategies that is centred entirely around the visitor. It follows the visitor through a sequence of events and emotions from the initial planning stages, to leaving the home environment, through the return journey and beyond as a continuous visitor journey. The framework consists of six key interrelated stages.

Findings

This study highlights how the visitor encounters the services of a vast range of organizations and businesses during a trip. It shows how the framework becomes particularly powerful when it is used by a whole range of organizations within a destination or region. By using it the London Development Agency identified a range of actions that they needed to take with their partners to improve the quality of the overall experience for the visitor.

Practical implications

Providing the needs of the visitor or customer are considered first, the Visitor Journey framework can be applied to virtually any project, or specific market segments such as families, walkers, and those with disabilities. It can be used by individual organization to improve their own individual performance but has most impact when used collaboratively with partners.

Originality/value

This paper outlines a new approach to developing tourism strategies and is of value to any organization with a stake in the tourism industry.

Details

International Journal of Contemporary Hospitality Management, vol. 19 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/09596110710739949
ISSN: 0959-6119

Keywords

  • Tourism
  • Customer satisfaction
  • Tourism development
  • United Kingdom

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Article
Publication date: 16 December 2020

“We'll go back to a system you really do not like!” Organizational norms and structural violence in a British foodbank

Amanda Elizabeth Bruck and Kayleigh Garthwaite

We explore how neoliberal logic has led to an erosion of social-welfare programs and pervades organizational structures and functions of a third-sector organization. Based…

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Abstract

Purpose

We explore how neoliberal logic has led to an erosion of social-welfare programs and pervades organizational structures and functions of a third-sector organization. Based upon fieldwork in a foodbank in the North-West of England, we discuss the impact of economic cuts upon organizational norms of the foodbank, and the intersection with the provision of charity support and personal relationships between the staff, volunteers and visitors.

Design/methodology/approach

This article analyses pervasiveness of neoliberalism on a foodbank and the impact this has on organizational norms and relationships found within the organization. It integrates themes of structural violence, neoliberal discourse in the charity sector, notions of (un)deservingness and appropriate of time.

Findings

Our research finds how a hostile environment transpires in a third-sector organization under increased economic and bureaucratic pressures and from this, organizational rules emerge that ignore the lived experiences of the people it serves. Herein, visitors must learn the organization's norms and garner relationships to be able to navigate the organization to successfully access essential resources.

Originality/value

The findings in this article will be of interest to academics researching poverty and organizational norms, professionals in the charity-sector and policy makers. Rules originating from economic and bureaucratic pressures can establish barriers to accessing essential material resources. It informs the pressures felt in balancing access to support services with personal timetables, and the need to include visitors' voices in establishing norms.

Details

Journal of Organizational Ethnography, vol. ahead-of-print no. ahead-of-print
Type: Research Article
DOI: https://doi.org/10.1108/JOE-02-2020-0005
ISSN: 2046-6749

Keywords

  • Organizational norms
  • Foodbanks
  • Austerity
  • Neoliberalism
  • Structural violence
  • Livelihood strategies
  • The United Kingdom

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Book part
Publication date: 22 June 2015

Yielding Tourists’ Preferences

Jaime Serra, Antónia Correia and Paulo M. M. Rodrigues

This chapter uses stated tourist preferences as a proxy of visitor yield measures, in order to analyse and understand the yield potential of different markets…

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Abstract

This chapter uses stated tourist preferences as a proxy of visitor yield measures, in order to analyse and understand the yield potential of different markets’ preferences. A literature review revealed that there is much progress to be made in terms of discussion, consensus and stability of methodology for the measurement of visitor yield. The aim of the visitor yield analysis, in the current chapter, is also to bring another dimension into yield analysis and discussion, contributing with a new form of measuring yield potential. Since the objective is to identify yield patterns based on tourist preferences over a period of time, dynamics may be captured from the fluctuation patterns, or expressed as volatility of visitor yield and length of stay throughout the years. Destination management organisations and tourist companies may potentially adopt this visitor yield matrix in order to support future strategic decisions.

Details

Marketing Places and Spaces
Type: Book
DOI: https://doi.org/10.1108/S1871-317320150000010020
ISBN: 978-1-78441-940-0

Keywords

  • Visitor yield
  • tourist preferences
  • competitive positioning

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Book part
Publication date: 23 August 2018

Love & Sorrow: The Role of Emotion in Exhibition Development and Visitor Experience

Deborah Tout-Smith

Purpose – The chapter explores the development and impact of the Museums Victoria’s exhibition World War I: Love & Sorrow, which aimed to present an honest, graphic and…

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Abstract

Purpose – The chapter explores the development and impact of the Museums Victoria’s exhibition World War I: Love & Sorrow, which aimed to present an honest, graphic and challenging account of the experience and effect of World War I on Australian society. The paper describes the exhibition content and uses a range of methodological approaches to study its emotional and other impacts.

Methodology/Approach – A range of evaluation methodologies are used: visitor observation and summative evaluation collected in the months after the exhibition opened, and quantitative and qualitative studies produced in 2017. Comparative assessment of a large sample of visitor comments cards was also undertaken. The more recent evaluations focused particularly on emotional impacts.

Findings – The research finds that emotion is central to the success of the exhibition: underpinning the exhibition concept, guiding the research process and selection of interpretative approaches, and shaping visitor response.

Originality/Value – The emotional aspects of museum work have received relatively little attention, and few studies focused on the evaluation of visitor emotions have been published. The chapter uses a case study to highlight the role of emotions in museum exhibitions and historical interpretation, argues for more central place for emotions in historical enquiry, and addresses concerns about subjectivity, authenticity and evidence.

Details

Emotion and the Researcher: Sites, Subjectivities, and Relationships
Type: Book
DOI: https://doi.org/10.1108/S1042-319220180000016011
ISBN: 978-1-78714-611-2

Keywords

  • Museums
  • emotions
  • visitors
  • evaluation
  • authenticity

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Book part
Publication date: 3 August 2011

Creating Loyalty by Involvement among Festival Goers

Hsing-Jung Tsai, Shih-Shuo Yeh and Tzung-Cheng TC Huan

Using the Chiayi International Band Festival (CIBF) as an example, this study attempts to examine the relationships between visitor involvement, visitor satisfaction…

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Abstract

Using the Chiayi International Band Festival (CIBF) as an example, this study attempts to examine the relationships between visitor involvement, visitor satisfaction, place attachment, and visitor loyalty. A survey was carried out from December 25, 2010, to January 3, 2011, and was able to obtain 400 valid responses. The study initially theorizes, based on literature review, that satisfaction contributes greatly to place attachment and loyalty, and visitor involvement is just an antecedent of satisfaction. However, the result indicates that visitor involvement is in fact a strong contributing factor of visitor loyalty. Furthermore, the study proposes that the casual relationship between visitor involvement and visitor satisfaction is indirect. The originally proposed model is then revised accordingly.

Details

Advances in Hospitality and Leisure
Type: Book
DOI: https://doi.org/10.1108/S1745-3542(2011)0000007013
ISBN: 978-0-85724-769-8

Keywords

  • Involvement
  • place attachment
  • loyalty
  • satisfaction
  • festival

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Book part
Publication date: 19 November 2009

Visitors’ Behavior in World Expo 2010 Shanghai: An Application of Discrete Choice Models and Web-Based Survey

De Wang, Li Ma and Wei Zhu

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Abstract

Details

Pedestrian Behavior
Type: Book
DOI: https://doi.org/10.1108/9781848557512-014
ISBN: 978-1-848-55750-5

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Article
Publication date: 12 August 2020

Rotterdam and the question of new urban tourism

Peter Nientied

This paper aims to discuss tourism development, tourism policy development and its challenges in Rotterdam through the lens of “new urban tourism”, reviewing the relevance…

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Abstract

Purpose

This paper aims to discuss tourism development, tourism policy development and its challenges in Rotterdam through the lens of “new urban tourism”, reviewing the relevance of the concept.

Design/methodology/approach

This paper comprises a review of the concept of new urban tourism and a case study of Rotterdam. Methods used include a literature review and social media search, an analysis of policy documents and street interviews.

Findings

Tourism in Rotterdam has grown rapidly, exhibiting aspects of new urban tourism such as encounters with the ordinary and everydayness, authenticity and de-differentiation. Details about tourism motives and nature of tourism are unknown. It is concluded that the concept of new urban tourism is a rather elusive and difficult notion to apply to the case of Rotterdam.

Research limitations/implications

This research is a case study of one city.

Practical implications

This paper suggests that different tourism information and statistics are needed for policymaking and for understanding urban tourism.

Originality/value

The Rotterdam case raises new questions about new urban tourism, as the concept appears to be rather indefinable.

Details

International Journal of Tourism Cities, vol. ahead-of-print no. ahead-of-print
Type: Research Article
DOI: https://doi.org/10.1108/IJTC-03-2020-0033
ISSN: 2056-5607

Keywords

  • Urban tourism
  • Authenticity
  • De-differentiation
  • Everydayness
  • Rotterdam

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Article
Publication date: 19 June 2020

Investigating consumer experience in hybrid museums: a netnographic study

Juliette Passebois Ducros and Florence Euzéby

Hybrid structures are emerging in the leisure sector that are neither museums nor amusement parks, but which borrow elements from both. Dedicated to the exploration of a…

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Abstract

Purpose

Hybrid structures are emerging in the leisure sector that are neither museums nor amusement parks, but which borrow elements from both. Dedicated to the exploration of a cultural theme (cultural heritage, ecosystems and historic events), they use experiential marketing levers to entertain large publics while at the same time pursuing the cultural integrity of heritage. This study aims to examine how visitors perceive and experience the offer proposed by these hybrid museums and how they manage the dual (cognitive and sensorial) stimulation. The authors then consider the extent to which the experiential levers used to dramatize these venues help to deliver a unique experience.

Design/methodology/approach

The authors developed a qualitative approach based on a case study methodology. The authors first selected the case studies (the Cité du Vin – a wine museum in Bordeaux, France and the Cité de l’Océan – a museum dedicated to the ocean at Biarritz, France) and analysed them from two angles. The authors began by examining the managerial perspective from secondary data to identify the experiential levers used by providers and the promises made to visitors in terms of experience. The authors then analysed the visitors’ experiences through a netnographic approach. The data were drawn from visitor reviews of their experience as posted on Tripadvisor.

Findings

The authors show that hybrid museums manage to provide visitors with edutainment value, but the promise made by managers for a memorable experience by way of an immersive journey is not kept. The authors demonstrate that a hybrid museum environment contains certain elements that prevent visitors from enjoying immersion. More specifically, the authors note issues regarding the way the theme is expressed through spectacular buildings, the way visitors are free to choose their visit and the scenarization presented through digital devices. The authors also show that hybrid museums are perceived largely as traditional museums and so are subject to culturally-established preconceptions.

Originality/value

This contribution concerns a topic that has drawn little attention in the marketing literature, namely, hybrid museums. The authors adopted a qualitative methodology from the perspective of both the provider and the consumer to gain a global understanding of the hybrid museum. The data were analysed using a manual thematic analysis, completed with a QDAS to support the findings.

Details

Qualitative Market Research: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
DOI: https://doi.org/10.1108/QMR-07-2018-0077
ISSN: 1352-2752

Keywords

  • Museums
  • Hybrid museum
  • Consumer enchantment
  • Delight
  • Digital devices
  • Visitors’ experience

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Article
Publication date: 3 August 2020

Which factors influence locals’ and visitors’ overall restaurant evaluations?

Ilona Pezenka and Christian Weismayer

Few studies to date have explored factors contributing to the dining experience from a visitor’s perspective. The purpose of this study is to investigate whether different…

Open Access
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Abstract

Purpose

Few studies to date have explored factors contributing to the dining experience from a visitor’s perspective. The purpose of this study is to investigate whether different restaurant attributes are critical in evaluating the restaurant experience in online reviews for visitors (non-local) and local guests.

Design/methodology/approach

In all, 100,831 online restaurant reviews retrieved from TripAdvisor are analyzed by using domain-specific aspect-based sentiment detection. The influence of different restaurant features on the overall evaluation of visitors and locals is determined and the most critical factors are identified by the frequency of their online discussion.

Findings

There are significant differences between locals and visitors regarding the impact of busyness, payment options, atmosphere and location on the overall star rating. Furthermore, the valence of the factors drinks, facilities, food, busyness and menu found in the reviews also differs significantly between the two types of guests.

Practical implications

The findings of this study help restaurant managers to better understand the different customer needs. Based on the results, they can better decide which restaurant aspects should receive the most attention to ensure that customers are satisfied.

Originality/value

Research on online reviews has largely neglected the role of different visitation motives. This study assumes that the reviews of local and non-local restaurant visitors are based on different factors and separates them to gain a more fine-grained and realistic picture of the relevant factors for each particular group.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 9
Type: Research Article
DOI: https://doi.org/10.1108/IJCHM-09-2019-0796
ISSN: 0959-6119

Keywords

  • Customer segmentation
  • Text-mining
  • Aspect-based sentiment detection
  • Restaurant reviews

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Book part
Publication date: 14 August 2014

Slow Tourism (Cittaslow) Influence over Visitors’ Behavior

Yesim Cosar and Metin Kozak

The purpose of this study is twofold: (1) to investigate the extent to which the image of a slow city motivates domestic tourists to visit a destination and (2) to…

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Abstract

The purpose of this study is twofold: (1) to investigate the extent to which the image of a slow city motivates domestic tourists to visit a destination and (2) to investigate the impact of the slow city on visitors’ behavior, in terms of information search, decision making, holiday experience, and post-holiday experience. To accomplish these objectives, the study follows the rules of qualitative research methods, conducting interviews with 24 domestic visitors to Seferihisar, Turkey’s first accredited slow city. Our findings confirm that the image of a slow city influences the first three stages of visitor behavior, namely motivations, information search, and decision making. The study also shows that visitors had both positive and negative experiences during their holidays and that the slow city had a positive influence over their future intentions.

Details

Tourists’ Behaviors and Evaluations
Type: Book
DOI: https://doi.org/10.1108/S1871-317320140000009002
ISBN: 978-1-78441-172-5

Keywords

  • Slow city (Cittaslow)
  • sustainable tourism
  • visitor behavior
  • destination marketing

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