The Destination Marketing Organization as an intelligent agent: Evaluating engagement in knowledge management practices

DMOs have been increasingly called upon to adopt the role of knowledge management, becoming intelligent agents with the capacity to gather, assess, and disseminate information among internal and external stakeholders. While knowledge management has remained a prominent topic in the literature, its application within the field of tourism management has been limited. The purpose of this study, therefore, was to ascertain to what extent DMOs have engaged in knowledge management practices through a nation-wide survey of 30 Canadian DMOs. The results demonstrate that, while DMOs have made progress toward becoming intelligent agents, there remains a long way to go.     

Destination management plans – a new approach to managing destinations in England: evidence from Milton Keynes

Within a new political and economic context, Destination Management Organizations (DMOs) across England are expected to facilitate a more holistic and inclusive approach to destination management and provide core leadership functions, rather than being solely responsible for the marketing and development of destinations. Destination Management Plans (DMPs) are an expression of a government-mandated, current policy-driven approach to guiding the work of private-led DMOs. These DMOs are being challenged to achieve a more sustainable level of performance in times of decreasing state funding. Building on the scarce literature surrounding this new approach to managing destinations, this paper looks into how an emerging destination has approached the development of such a plan in practice. The paper examines the case of Milton Keynes and its local destination management structure, the collaborative approach to policy development and the resultant DMP. The paper concludes by discussing the importance of the key aims of the plan and their relevance to comparable emerging destinations, which are developing DMPs.     

Does distributed leadership have a place in destination management organisations? A policy-makers perspective

Within an increasingly networked environment and recent transitions in the landscape of funding for destination management organisations (DMOs) and destinations, pooling knowledge and resources may well be seen as a prerequisite to ensuring the long-term sustainability of reshaped, yet financially constrained DMOs facing severe challenges to deliver value to destinations, visitors and member organisations. Distributed Leadership (DL) is a recent paradigm gaining momentum in destination research as a promising response to these challenges. Building on the scarce literature on DL in a DMO context, this paper provides a policy-makers’ perspective into the place of DL in reshaped DMOs and DMOs undergoing transformation and explores current challenges and opportunities to the enactment and practice of DL. The underpinned investigation used in-depth, semi-structured interviews with policy-makers from VisitEngland following an interview agenda based on the DMO Leadership Cycle. Policy-makers within VisitEngland saw a multitude of opportunities for DMOs with regards to DL, but equally, they emphasised challenges acting as barriers to realising the potential benefits of introducing a DL model to DMOs as a response to uncertainty in the funding landscape.     

What does the consumer want from a DMO website? A study of US and Canadian tourists' perspectives

Destination marketing organisations (DMOs) are facing intriguing challenges to provide quality information online in an era of information overload. Insufficient knowledge of tourist's online information preferences and search behaviour has hindered them from effective information management. This research aimed to examine consumers' perspectives of the information role of the DMOs and their preferences and attitudes towards what constitute engaging and relevant Web contents and functionalities for a DMO website. The results suggested that tourists' preference of information content varied across the different levels of DMO websites (country, state/province and city). In addition, the study revealed that travellers' information needs and behaviour change over the entire information consumption process, which include the before, during and post‐trip period. Implications for DMOs were discussed at the end. Copyright © 2007 John Wiley & Sons, Ltd.     

What can we learn from the JATM literature for the future of aviation post Covid-19? - A bibliometric and visualization analysis

This paper aims to draw lessons from retrospectively evaluating the evolution of the air transport discipline right up to the COVID-19 outbreak through the Journal of Air Transport Management (JATM), the main scholarly air transportation journal globally. As such, this study deploys a comprehensive bibliometric analysis and graphical mapping of the JATM knowledge body through CiteSpace visualization of 1483 JATM papers from 2001 to 2019. Our results suggest that while the industry has experienced pandemics and economic crises in the past, both were not dominant in influencing JATM literature neither in frequency nor in impact. That said, recovery, crisis and disruption are important key words in JATM papers not just in regard to safety and economic crisis management but increasingly also related to health concerns with recent key papers published in the pandemic and recovery management context which may have helped the industry dealing with the current crisis as well as current JATM papers on this topic assisting with preparing for a transitioning out of COVID-19 world.     

The destination‐management organisation and the integrative destination‐marketing process

A main function of destination‐management organisations (DMOs) is that of being responsible for marketing their destinations. Many destinations involve stakeholders of different kinds. DMOs often have modest resources, and this creates a challenge: how should the DMO manage their marketing activities and achieve an outcome that benefits both the individual stakeholder and the destination? This study describes how DMOs can mobilise resources among the stakeholders and identifies the processes leading to integrated destination marketing. Basing our conclusions on a case study, we find that DMOs need to develop both pragmatic and moral legitimacy in order to develop integrated destination marketing. Copyright © 2008 John Wiley & Sons, Ltd.     

Responding to crisis: severe acute respiratory syndrome (SARS) and hotels in Singapore

The sudden outbreak of severe acute respiratory syndrome (SARS) in Singapore in 2003 was a grave crisis for the tourism industry as a whole and highlights the importance of effectively managing and planning for such occurrences. This study looks at the particular consequences of the infectious virus for the hotel sector and reactions to the challenges posed. Further health‐related crises seem inevitable in the modern world and some guidelines for dealing with these are proposed, based on the Singapore experience and an existing framework for tourism crisis management. Copyright © 2004 John Wiley & Sons, Ltd.     

Watching narratives of travel-as-transformation in The Beach and The Motorcycle Diaries

The attention recently accorded to feature films in tourism studies has been mostly driven by the idea that cinema has the ability to provoke in the viewer a sense of anticipation regarding a given or potential tourist destination. Films, however, also play an important role in shaping our notions of what a tourist experience should be. One of the most common tropes in travel or tourism-related films has been the trope of the journey as a transformative or ‘life-changing experience’. This paper explores the connections between this recurrent trope and the classical narrative film. Broadly consisting of a character-centred narrative in which events are organised by causal logic, moving towards the resolution of an initial problem or crisis, the classical narrative film relies heavily upon the idea of change (the turning point which prepares the way for denouement) and is, therefore, particularly prone to depictions of tourism as a life-changing experience. Despite innovations introduced from the 1960s onwards, most mainstream travel films still follow this narrative scheme. This paper analyses two of these films, The Beach (2000, dir. Danny Boyle) and The Motorcycle Diaries (2004, dir. Walter Salles), which have been widely discussed in relation to tourism, underlining how they support notions of travelling as a source of transformation, sidestepping more banal kinds of experiences. Drawing on a large sample of online film reviews, I argue that viewers are not unaware of this bias, which they often reproduce, comment upon and challenge.     

Anatomy of tourism crisis: explaining the effects on tourism of the UK foot and mouth disease epidemics of 1967–68 and 2001 with special reference to media portrayal

This paper studies the UK foot and mouth disease (FMD) epidemics of 1967–68 and 2001. It briefly analyses the characteristics of each outbreak of disease and the contrasts between them. The paper then assesses the effects on the UK tourism industry from both outbreaks and also focuses on the role of the media in its portrayal of the effects. Data are gleaned from secondary sources such as BBC archives of radio and television programmes, other media such as key newspapers, as well as specialist journals and government reports. The study concludes that the 1967–68 outbreak had only a limited actual effect on tourism (and an even more limited effect as perceived in the media), whereas the 2001 epidemic had a much larger effect — actual and as perceived in the media. It is suggested that there are many explanations for the differences, including the time of the year of the outbreaks, the spatial spread of the disease, the amount of countryside that was deemed to have restricted access and the growth in supply of rural tourism operators. The changed character of news reporting itself created some different effects — the media role in the 2001 crisis was not entirely passive. Indeed, the paper finally stresses that the role of the media is crucial in tackling any future such crisis — the media can be harnessed as a key element of tourism contingency planning. In this respect there is, indeed, much similarity between the 2001 FMD crisis and other current crises worldwide. Copyright © 2004 John Wiley & Sons, Ltd.     

The potential of anime for destination marketing: fantasies,otaku, and the kidult segment

While a substantial body of literature exists on film tourism, there is a lack of research attention bridging the potential of Japanese anime on real-world destination marketing. The implications of anime tourism can extend far beyond geographic boundary as the worldwide anime market is diversifying, providing novel opportunities for destination marketing organizations in other countries. To address this research gap, this paper first defines anime versus animated films to clarify the definition of anime for the tourism literature, and then draws out theoretical differences between the two types of entertainment within a cinematic perspective to highlight their conceptual boundaries across place, protagonist, and production. This paper suggests that the ways in which these three aspects are manifested in anime versus films are very different: anime settings are more fantasy-orientated than most films; viewers develop their self-identity (i.e. as an ‘otaku’) during childhood and adolescence; and anime productions can be extended with new series to create more enduring engagement to develop the kidult segment. This paper contributes to the literature by connecting the aforementioned cinematic aspects as a basis for elaboration of how differences among the three dimensions could be directly related to potential destination marketing activities.     

Bibliometric visualisation: an application in tourism crisis and disaster management research

A limited number of studies have applied bibliometric visualisation to explore the network structure of scholarly tourism knowledge. This study uses CiteSpace to analyse and visualise the intellectual structure of the tourism crisis and disaster management (TCDM) field. The use of new bibliometric visualisation techniques makes a methodological contribution to the mapping and presentation of bibliometric data in tourism research. Potentials for using these methods to provide new insights into research patterns and gaps are illustrated with an analysis of the TCDM literature. The study demonstrates how bibliometric visualisation can provide new insights into an area of literature by better communicating key findings, facilitating the exploration of data, and providing rich information to readers. Findings indicate that TCDM research has moved from broader topics to more specific issues, with a more recent focus on resilience and economic crises. The visualisation of co-authorship networks reveals that major collaborative networks are based on geographic and institutional proximity, dominated by scholars in the United States, United Kingdom, and Australia. Seven major research clusters are identified from the visualisation of a co-citation network. The identification of structural holes and bridging papers draws attention to research gaps and future research opportunities in the TCDM field.     

Tourism Perspectives of the Asian Financial Crisis: Lessons for the Future

This paper reviews the causes of the Asian financial crisis,the implications for tourism, and identifies salient lessons that may be employed in dealing with future crises. Written just after the conclusion of the financial crisis, the paper finds that the crisis did not have as great an impact on tourism in East Asia as first feared and observes that tourism may be more resilient to crises than previously anticipated. The paper also notes that the tourism literature has been largely silent on the impact of the crisis and discusses the need for greater analysis of economic issues.     

Knowledge in food tourism: the case of Lofoten and Maremma Toscana

The aim of this paper is to contribute towards a better understanding of knowledge in food tourism in agricultural and/or fishery areas. The presence and role of different types of knowledge are investigated adopting a multiple case study strategy in the regions of Lofoten (Norway) and Maremma Toscana (Italy). The following types of knowledge are investigated: local and scientific food knowledge, tourism knowledge, local and global managerial and political knowledge. The results from the case study indicate that scientific food knowledge and global managerial and political knowledge are particularly important in Lofoten. These types of knowledge are identified as the strengths on which a form of gourmet food tourism could develop. In Maremma Toscana, local food knowledge and local managerial and political knowledge are identified as the basis of the development of a generic form of food tourism. It is concluded that food tourism development requires different types of knowledge and their role is strictly dependent on the specific context. Any policy regarding food tourism should be based on the peculiarities of the specific terroir. Further research is required to investigate the tacit dimension of knowledge and those factors that can favour the establishment of global knowledge-based networks.     

Web‐based destination marketing systems: assessing the critical factors for management and implementation

The Web‐based destination marketing system (DMS) has been widely used as a distribution channel and marketing tool by destination marketing organisations (DMOs) at different levels in the promotion and management of tourism destinations. However, successful Web marketing requires a systematic approach in understanding key factors supporting the management and implementation of the DMS both from business and technical perspectives. The purpose of this study is to assess the critical factors of the Web‐based DMS used by DMOs in the USA on the following five areas: website function design, website promotion, Website‐performance measurement, Web‐marketing impact assessment and organisation technology environment. Discussions of the study results and implications for Internet destination marketing and management are also provided. Copyright © 2007 John Wiley & Sons, Ltd.     

Horseback Tourism in Victoria,Australia: Cooperative,Proactive Crisis Management

Crises occur at all levels of tourism operations with varying degrees of severity, from much-publicised environmental economic and political disasters through to internally generated crises such as accidents and sudden illness. For many tourists and tour operators, a crisis could be little more than a set of unforeseen negative occurrences. As such, a crisis is a subjectively defined turning point, where even a few days of rain may precipitate a crisis for some holiday-makers. It is important to recognise that what for one person is an unmitigated disaster or crisis, may be for others the incident that makes the holiday not only memorable but enjoyable (not the least in the re-telling of the story). However, the key factor is that no matter how potentially dangerous the crisis may have been, the operator must be in control and manage the situation without exposing guests to unnecessary danger. Risk management and accident prevention are integral aspects of the preparatory phases of crisis management, in that they not only pre-empt so-called unpredictable circumstances, but also provide the operator with strategies to handle a crisis.     

International transmission of shocks in the airline industry

There is a large literature on the international transmission of financial and other economic crises. This paper borrows from macroliterature to study an industry specific issue. It examines the impact of an industry specific real shock on firms within that industry, but in countries other than the crisis. In particular, it examines the impact of the events of September 11, 2001 on the market value of non-US airlines. In addition is attempts to identify both graphically and statistically, the importance of trade linkages and airline alliances in the international transmission of shocks.     

Air route suspension: The role of stakeholder engagement and aviation and non-aviation factors

This study provides insight into how aviation and non-aviation factors affect the decision to suspend air routes. Using examples from Australian domestic routes, the paper analyses the business relationships and negotiation processes followed by airports, airlines, and destination management organizations (DMOs) to avoid air route suspensions. Data were collected through semi-structured interviews with key aviation and tourism stakeholders directly impacted by suspended routes. The outcomes of this paper demonstrate that while most of the major reasons for air route suspension in Australia are mentioned in existing literature and are linked to demand, other factors have not previously been deeply investigated, including how stakeholders can be involved to avoid air route suspension. The paper also explores and identifies strengths and weaknesses in the relationship among airlines, DMOs and airports.     

Short-term Perturbations and Tourism Effects: The Case of SARS in China

The 2003 SARS epidemic created a significant negative impact on tourism development in China. This paper reviews the effects on tourism of different short-term crises, analyses the effects of SARS and explores the possibility of tourism businesses being buffered from such short-term crisis and the possible new motivations derived from the crisis. Tourism’s lack of resistance but high resilience to short term crises provides tourism and regional planning challenges. These characteristics suggest diversification and partnerships can minimise community vulnerability to crises and rapid economic recovery is possible based on tourism’s resilient nature.     

An assessment of air passenger confidence a year into the COVID-19 crisis: A segmentation analysis of passengers in Norway

The COVID-19 crisis has become the most intense and long-lasting in the history of aviation. There is already a significant literature on the immediate impact of the outbreak, as well as on speculation on the future evolution of the industry. This paper seeks to contribute to this discussion by assessing a year into the crisis the demand related aspects and passenger behavioural impacts of the pandemic. Specifically, the paper aims to identify discrete market segments of air passengers according to their shared attitudes and preferences about air travel in light of the COVID-19 crisis, as well as past behaviour and future travel intentions. To achieve this, we analyse data from a large (n = 2096) online questionnaire survey of air passengers in Norway. The cluster analysis identifies four distinct passenger segments, with each displaying varying attitudes, behaviours, and levels of concern about air travel. One of these groups, described as the ‘Apprehensive Elders’, were identified as having the highest level of concern about flying, and subsequently showed a sharp decline in their intention to travel in the future. Another group, termed the ‘Cautious Commuters’, showed similarly enhanced levels of concerns about flying, but maintained a high propensity to fly following the pandemic despite these concerns. Regarding possible interventions to increase confidence in flying in the future, across all segments the data shows a clear preference for more ‘traditional’ active interventions, including wearing of face masks and enforcement of physical distancing, over and above passive or technological interventions. Norway represents a valuable case as a possible signal for future policy and practice in relation to the recovery of air travel following the pandemic. The findings have important implications for air transport managers and decision makers in terms of managing the perceptions and expectations of different passenger groups as air travel begins to return.