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Visitor attractions constitute the essence of the tourism phenomenon. However, management techniques that are expressly designed for tourism and develop different uses/activities and subsequently influence visitor experiences are under-researched. Hence, the purpose of this study is to develop a conceptual framework that provides a bridge between on-site management, visitor attraction development and visitor experience by introducing a novel concept: “usability of visitor attractions.” This new concept captures how managers can develop uses for visitors to experience the attraction. Thus, this study explores this concept and serves as the foundation for further research on this topic.

The systematization of the state of the art is based on an exhaustive desk research review of both academic and grey literature to endorse the “usability of visitor attractions” concept.

The literature review reveals that visitor attraction management affects visitor experience. To succeed, managers should consider the ease of use and the design of activities. Therefore, an innovative conceptual model is built to explore how on-site management techniques based on this new concept impact on visitor’s experience.

Research on visitor experience in attractions has neglected the impact of on-site management tools hitherto. Therefore, the originality of the study lies on providing a robust framework that enlightens how visitor attraction management affects visitor experience by developing the usability. The study proposes a novel concept and an original model that will be of a critical interest to tourism academia and will serve as practical guidance for attraction managers.

旅游景点构成了旅游现象的本质。然而, 专门为其开发不同用途/活动并随后影响游客体验的管理技术仍处于起步阶段。因此, 本文的目的是通过引入一个新的概念：旅游景点的可用性来建立一个概念框架, 搭建现场管理、旅游景点开发和游客体验之间的关系桥梁。这一新概念描述了管理者如何开发游客体验景点的可用性。因此, 本文探讨了这一概念并以为未来旅游学术界对本主题感兴趣的相关研究奠定基础。

研究前沿的分类是基于详尽学朮和灰色文献的书面材料审查来背书 “旅游景点的可用性” 这一概念。

文献综述表明, 旅游景点管理影响游客体验。为达成这一目的, 管理者应该考虑景点使用的便利性和活动的设计。因此, 我们建立了一个创新的概念模型来探讨基于这一新概念的现场管理技术对游客体验的影响。

本文的创新之处在于提供了一个稳健的框架, 揭示旅游景点可用性通过景点管理进而影响游客体验。本文建议一个新的概念和原本的模型将为旅游景点管理者提供实际指导。

Los atractivos turísticos constituyen la esencia del fenómeno turístico. No obstante, las técnicas de gestión y planificación diseñadas expresamente para desarrollar diferentes usos/actividades en los atractivos, que posteriormente influyen en la experiencia de los visitantes, han sido escasamente investigadas. Por ello, el propósito de esta investigación radica en elaborar un marco conceptual que integre la gestión del atractivo, el progreso del mismo y la experiencia del visitante mediante la introducción de un concepto novedoso: “la usabilidad de los atractivos turísticos”. Este nuevo concepto enfatiza la manera en que los gestores pueden implementar diferentes usos en los atractivos, proporcionando a los visitantes diversas experiencias. Por tanto, esta investigación explora el concepto y sirve como fundamento para futuras investigaciones.

La metodología se basa en una exhaustiva revisión de la producción científica y de informes de organismos públicos para respaldar el concepto de “usabilidad de los atractivos turísticos”.

La literatura examinada revela que la gestión de los atractivos afecta en la experiencia de los visitantes. Así pues, los gestores deben considerar en concreto la facilidad de uso y el diseño de actividades. De este modo, un modelo conceptual innovador ha sido construido para explorar cómo las técnicas de gestión basadas en este nuevo concepto tienen un impacto en la experiencia del visitante.

La investigación sobre la experiencia del visitante en los atractivos ha descuidado el impacto de las herramientas de gestión y planificación hasta ahora. Consecuentemente, la originalidad de esta investigación radica en proporcionar un marco robusto que señala cómo la gestión de los atractivos afecta en la experiencia del visitante mediante el desarrollo de la usabilidad. El estudio propone un concepto novedoso y un modelo original que se considera de gran interés para el ámbito científico, y al mismo tiempo, puede servir de guía práctica para los gestores de los atractivos turísticos.

The purpose of this paper is to postulate that the technique of Importance-Performance Analysis (IPA) is currently underutilised in visitor management studies reported in the peer-reviewed marine wildlife tourism (MWT) research literature. Further, this paper provides insight into how IPA could inform future research and management of tourism experiences at marine wildlife destinations.

This paper synthesises learning gained from the natural area tourism and recreation literature that report the application of IPA in MWT and insights from a recent study at the Dolphin Discovery Centre in Bunbury, Western Australia.

Although currently underutilized in MWT research, IPA is a relatively straightforward, easy to interpret, and, if correctly applied, a powerful tool that managers and researchers can employ to investigate and enhance visitor satisfaction in the short-term and for longer-term sustainability of the industry through visitor-informed tourism management.

Having identified the opportunity to enhance visitor experiences, site management and target species welfare through increased IPA research, this review provides a plain language introduction to the application of IPA and direct access to comprehensible academic discourses and exemplars for the technique. Moreover, in light of increasing tourism demand, IPA can assist in determining management options for the future.

The purpose of the paper is to explore how the effects of the COVID-19 pandemic will influence the development of revenue management practice in the visitor attractions sector.

This viewpoint paper builds on the argument that tracking previous patterns of behaviour and trends can be used to predict future actions and developments.

The paper identifies how historically the development of revenue management practice has been driven by major external trigger points often linked to sudden increases in competitive pressures, such as the deregulation of the airline industry, and expands on this to argue that the pandemic is one such trigger point that has fundamentally changed the approach to revenue management through a refocusing on key principles to manage demand and that this could potentially accelerate its development within the visitor attraction sector.

Pre-COVID, the practice of revenue management in the visitor attraction sector was underdeveloped, and the opportunities to develop revenue management had not been discussed in the academic literature. This paper suggests that the challenges of the pandemic that forced visitor attractions to focus on visitor demand management can now begin to be extended to incorporate the management of revenue and will consequently be of value for academics and practitioners.

This paper aims to examine the integration of management and marketing practices at heritage sites in Ireland.

The research process involved: phase one, a survey of 224 heritage attractions in Ireland and phase two, semi‐structured interviews with the six organizations that represent the heritage sector on the island of Ireland.

The findings suggest that market research and marketing communication are vital in achieving a balance between targeting cultural tourists and tourists with no specific interest in heritage.

The study has the restriction of being limited to the Irish case. However, these findings provide scope for further investigation, namely extending to other destinations and to sites which use different techniques.

A combined commitment to visitor research by the individual heritage sites could provide information to the representative organizations to facilitate target marketing and improved onsite management. However, a change of mindset is required among heritage practitioners in Ireland regarding the use of marketing and the implications for onsite management. The authors propose that this is achievable through education linked to the study of models of best practice.

The aim of this chapter is to delineate a product framework concerning managed visitor attractions (MVA), which highlights the supply-chain aspects of destinations. It first touches on the rationales for developing such a framework and then constructs a framework composed of a set of product components deriving from the extant literature. Consequently, an version of a product component framework, fastening on an accumulated sample of attraction cases, is presented through three illustrative cases. In the conclusion section, this study elaborates on the study limitation while connoting how the resultant data could shed light on the role of the components of the MVA product in the creation of visitor experiences.

This study aims to determine museum experiences by analyzing the TripAdvisor reviews of the museum visitors in Gaziantep and offer suggestions for improving the visitors' experiences by taking museum curators' opinions.

The case study method was used as one of the qualitative approaches in the study. The research comprises two stages. TripAdvisor reviews about five museums in Gaziantep were analyzed in the first stage, and museum curators' opinions on the visitor complaint reasons and solution suggestions were discussed in the second stage.

The study showed that satisfying or non-satisfying experience factors might differ according to visitors, museum curators and both visitors and museum curators. Therefore, each museum curator should effectively manage every component of visitor experience factors by its target audience.

Although this study has some valuable findings and contributes to the literature, it also has limitations. The study's sample consists of five museums in Gaziantep. Further studies can be carried out on a larger population and sample. The data for determining visitor experiences, the first stage of the research, were obtained only from an online platform (TripAdvisor).

The proposed model provides a holistic perspective on evaluating and managing visitor experience. There may be structural problems (small size of the museum area, lack of parking spaces and elevators, etc.) with the museum beyond the manager's control. Also, the lack of information and communication (limited concept, lack of artifacts, etc.) causes criticisms of the museum.

This paper contributes to the museum management literature with a model for enriching the quality of the museum experience and increasing the museum's attractiveness. The study showed that museums contribute to the visitor's experience in all dimensions. While visitors thought museums primarily contribute to object experience, museum curators thought museums contribute more to visitors' cognitive experience and other experience elements.

The present study analyzed the visitor comments and the opinions of museum curators from a holistic perspective, considering the internal and external factors that are effective in the visitor experience, and revealed the reasons for the visitors' negative experience and the solution suggestions toward the improvement of the visitor experience.

Property management companies in residential properties are increasingly using ICT and specific property management software applications to conduct daily property management tasks. However, the benefits of using specific software applications and how it can add value to property management companies are largely unexplored. The present study examines the impact of property management mobile applications usage features on strata property residents' satisfaction in Kuala Lumpur.

A total of 205 residents from 3 strata residential buildings in Kuala Lumpur using property management applications were surveyed. The study employed structural equation modelling using SPSS Amos software.

The findings suggest that visitor management and security management via software applications positively influence the residents' satisfaction. However, facility management via software application was found to be negatively affecting residents' satisfaction.

The study highlighted the benefit of property managers adopting property management software to achieve increased residents' satisfaction in strata residential properties.

In recent years museums have changed from being predominantly custodial institutions to becoming increasingly focussed on audience attraction. New emphasis is placed on museum‐audience interactions and relationships. This change in the purpose and priorities of museums has impacted upon the nature of museum management. The recognition of new roles for museum directors and the need to appeal to differentiated audiences has created new challenges for previously traditional, custodial directors. This paper presents a conceptual framework for managing museums, taking account of the museum service context and the delivery of the museum service product. It then examines two museums, one in Ireland and one in Australia, both of which have a similar cultural history. The paper considers the different management styles for museum directors and how these different styles illustrate the changes in professional perspective from the traditional (a focus on custodial preservation) to the more current (a focus on educating and entertaining the public).

The increasing need for the prevention and management of overtourism calls for more and improved visitor management (VM). Certain types of destinations or sites have implemented VM, such as nature parks that depict more controllable environments and involve only limited and clearly defined actors. Academic research on VM has mainly addressed protected areas and national parks, with a focus on environmental sustainability. The growing discussions around the term overtourism, in contrast, have largely centred around urban areas and the impacts on local societies, and, thus, socio-cultural sustainability. This chapter's overall aim is to provide a comprehensive overview of the status quo and knowledge gaps related to stakeholder involvement in VM in the broader context of overtourism. We ask who, how and in what areas stakeholders should be involved in VM. A systematic literature review was conducted using Scopus and Web of Science databases. The findings demonstrate that most studies applied a narrow and fragmented approach that focussed on one or a few stakeholders. Moreover, the strategies were mostly reactive instead of preventive and followed top-down approaches. Conflicts between stakeholders reveal risks to sustainable destination development, trigger overtourism debates and call for new approaches to VM. The chapter proposes a framework that suggests the chief VM responsibilities and stakeholders, concentrating on destination organisations, governments and residents. Also, it provides examples of participative methods, illuminates that VM should be proactive, sustainable and holistic and proposes better integration with destination management and local community governance.

National Park Service (NPS) units generate a significant economic impact for states and local gateway communities across the USA. Utah is home to 13 NPS units with visitation accounting for 18% of the state's US$9.75bn tourism economy in 2018. Twelve NPS units, including five national parks, are located in Southern Utah, driving an economy that is heavily dependent on tourism. This paper examines the challenges and opportunities for visits to national parks post-COVID-19, generally and in the specific context of Southern Utah. Although the assumption is that visits to national parks will recover quickly, this paper will critically examine how visitation may change and what adaptive measures and alternative forms of unit management may be necessary.

By adopting a holistic-inductive paradigm, this paper utilizes a descriptive case study approach. Data were collected across a variety of mediums focusing on interviews with key stakeholders in and around Southern Utah.

The results from this study highlight the various challenges faced in parks and gateway communities vis-à-vis changing patterns of visitation, adaptive measures and alternative forms of unit management necessary due to COVID-19 and their impact on the future management and marketing of national parks for touristic purposes.

This paper examines the impacts of COVID-19 on an often-neglected yet significant area within tourism, yielding implications for industry, visitors and destination communities.