Generation Y: opportunity or challenge – strategies to engage Generation Y in the UK attractions’ sector

This study examines the extent to which Generation Y (Gen Y) serves as an opportunity or challenge for visitor attractions in the UK and the corresponding strategies adopted to seek engagement with this generational segment. A multiple-case study design was adopted with face-to-face interviews undertaken with senior personnel at leading visitor attractions across the UK. The paper advances a number of marketing and experiential strategies before advocating that further research is required to explore the growing pains of Gen Y from ‘adolescence’ to ‘adulthood’ if the industry is going to be able to understand, meet and hopefully exceed their needs, wants and expectations in the challenging years to come.     

Conviviality and everyday life: the appeal of new areas of London for visitors

Literature on tourism development in converted cities or new districts of polycentric cities emphasises planned processes to create attractions, often resulting in standardised tourism zones. The demands and experience of tourists themselves have been neglected. Qualitative research with overseas visitors to new tourism areas suggests that character and sense of place that visitors enjoy derives from a combination of unlike elements, ‘lashed up’ to create a distinctive place, in which everyday life plays an important role. Rather than familiar stories of conflict between ‘hosts’ and ‘guests’, the emphasis in some areas is on conviviality among different groups of city users. Copyright © 2007 John Wiley & Sons, Ltd.     

Exploring the relationship between visitor attractions and events: definitions and management factors

The growing definitional debate on the terms ‘visitor attractions’ and ‘events’ highlights the need to compare their key determinants and management factors. The article elaborates on this definitional debate, by exploring existing definitions and developing an illustration of a continuum between visitor attractions and events. This is followed by a comparison of the management factors and key criteria in the effective management of visitor attractions and events. The findings indicate that while there are many similarities between the sectors, aspects such as spatio-temporality and levels of integration with the visitor attraction nucleus are identified as factors that differentiate them. In conclusion, the article determines that events should be examined separately from the visitor attraction sector due to their differing perspectives, measures, and management needs.     

From hostile boundaries to tourist attractions

This study examines the transformation of hostile borders to inviting tourist attractions. It focuses on three cases: the ‘Island of Peace’ on the Israeli–Jordanian border, the ‘Golden Triangle’ of Southeast Asia and the Berlin Wall. All three are located on boundaries that were sites of conflict and instability, formerly closed and fortified but transformed into open and free borders for tourism. The geopolitical changes that have influenced the development of the sites account for the similarities between them. In all three cases, unique attractions have been developed, offering elements such as special demarcation, observation points and commemorations of the heritage of the closed border or a symbolic representation of cooperation and renewed political relations with the neighbouring country. The tourism development at these attractions may constitute an important contribution in terms of awareness and education that could help in strengthening relations of peace and cooperation in places that in the past suffered from a closed and hostile border. By examining the development of intensive tourism at selected border tourism sites, much can be learned about the development of border attractions elsewhere.     

Memory work versus memory-work and its utility in heritage tourism

This paper advocates researching the diverse, unstructured, idiosyncratic personal and autobiographical memories of individuals – visitors, tourists, local residents and geographically dispersed patrons associated with heritage resources and heritage tourism attractions. ‘Memory-work’, conceptualized by Frigga Haug and her collaborators in the 1980s as a feminist constructionist method, is differentiated from ‘memory work’ (without hyphen) as defined in the scholarly literature from different disciplines in the past three decades. For the purposes of this paper, memory work is then conceptualized as a qualitative, interpretivist research approach focused on memories, which employs a range of methodologies and techniques to elicit and ‘process’ memories, and draws on memory theory for analysis. It is argued that memory work can provide useful insights for academic knowledge production and applied research in heritage tourism. A few examples of specific research techniques are presented to illustrate the diverse spectrum of how memory work can be carried out in practice. It will moreover be discussed how memory distortion and ‘false memories’ are to be treated, how memory work differs from other qualitative modes of enquiry, and what its benefits and limitations are.     

My bad for wanting to try something unique: sources of value co-destruction in the Airbnb context

ABSTRACT

The present study explores the antecedents of value co-destruction – in the sharing economy context, specifically with respect to Airbnb. The study focuses on negative reviews from Airbnb customers, which were typed in English and posted online. The research employed five keywords, ‘bad’, ‘awful’, ‘poor’, ‘terrible’, and ‘horrible’, to capture the online narratives linked to customers’ negative experiences with Airbnb. Out of the 2,733 online reviews screened, the study focused on 694 negative reviews. The data analysis followed the grounded theory approach, resulting in two distinct themes reflecting the antecedents of value co-destruction: the bad behaviour of Airbnb hosts and the company's poor customer service. These findings contrast with previously studies, which have indicated Airbnb's remarkable customer satisfaction levels as evidenced by positive user reviews. The managerial implications of the present study's results indicate that Airbnb should clearly invest additional resources to minimize the negative experiences of its customers; by clearly defining the hosts’ tasks and responsibilities. In addition, when customers report their dissatisfaction, their concerns should be addressed promptly and effectively through good customer service.     

An assessment of ‘international best practice’ in visitor attraction management: does Scotland really lag behind?

This paper compares and contrasts selected management practices among visitor attractions in Scotland, Australia, Canada and New Zealand. The catalyst for the study was the growing perception that management practices among visitor attractions in Scotland are becoming increasingly outdated and that the sector needs to learn from ‘international best practice’ in this respect. A postal questionnaire was sent to all paid‐admission visitor attractions in the four countries. In total, 1022 visitor attractions replied, representing an overall response rate of 41%. Chi‐square analysis was then used to test various hypotheses relating to the uptake of these management practices. A key conclusion is that although management practices do vary significantly among the four countries, Scotland does not necessarily lag behind. Indeed, Scottish visitor attractions seem to lead the way in many respects. Meanwhile, the study finds no strong evidence to suggest that visitor attractions in the other three countries have indeed identified and are following a common ‘international best practice’. Copyright © 2007 John Wiley & Sons, Ltd.     

Travel motivations of Japanese senior travellers to Thailand

This study applies the conceptual framework of push and pull motivations to investigate travel motivations of Japanese senior travellers to Thailand. Using factor analysis, three push and four pull factor dimensions are identified. The three push factors are labelled ‘novelty and knowledge‐seeking’, ‘rest and relaxation’ and ‘ego‐enhancement’, while the four pull factors are ‘cultural and historical attractions’, ‘travel arrangements and facilities’, ‘shopping and leisure activities’ and ‘safety and cleanliness’. Among them, ‘novelty and knowledge‐seeking’ and ‘cultural and historical attractions’ are regarded as the most important push and pull factors respectively. The results of multiple regression analysis indicate that psychological well‐being (i.e. positive affect) and education are the two factors influencing travel motivations of Japanese senior travellers to Thailand. Copyright © 2007 John Wiley & Sons, Ltd.     

Literary enthusiasts as visitors and volunteers

Previous studies of literary tourism have investigated visitor perceptions and responses to literary heritage, concluding that literary attractions and landscapes attract both the generalist heritage visitor and a niche segment of highly motivated ‘literary pilgrims’. Volunteers are increasingly significant within the heritage sector and this paper draws on research with managers and volunteer staff at a sample of literary heritage attractions in the UK. Although the literary properties and figures play a minimal role in the motivations of volunteers, many derive significant rewards from the literary aspects of the sites. In parallel with literary pilgrims, for a core of literary enthusiast volunteers, the literary figure is the primary motivation and reward. Copyright © 2003 John Wiley & Sons, Ltd.     

Managing Visitor Impacts at Visitor Attractions: An International Assessment

This paper presents the findings of a study designed to extend and develop a previous study conducted by the authors on the management of visitor impacts at visitor attractions in Scotland. This follow-up study sets out to discover the extent to which attractions in other countries experience similar impacts, with comparable management challenges to those already identified in the Scottish visitor attraction sector. In order to provide a direct comparison to the Scottish study, a replication of the research methodology employed in that study was considered necessary. A self-completion survey was thus mailed to managers of paid-admission attractions in Canada, Australia and New Zealand: three ‘leading-edge’ destinations selected for comparison. Findings suggest that although many impacts are perceived to be similar across the four countries, a number of important differences are evident. Given that the reasons for such differences vary, the paper concludes that the development of a generic strategy for the management of visitor impacts internationally remains something for the future. In the meantime, the sector should rely on the identification and adoption of best practice on a case-by-case basis. The sector’s diversity and fragmentation suggest that qualitative research holds the key to identifying appropriate techniques for managing visitor impacts.     

Satisfying the basics: reflections from a consumer perspective of attractions management at the Millennium Dome,London

The Millennium Dome, London, was supposed to be the centrepiece of UK celebrations marking the start of the twenty‐first century. Unwittingly, it also emerged as the centrepiece of much media negativity and scrutiny — for the full length of its (projected) 1 year of opening. Four years after the doors closed, and with the perspective of time, this study reflects on the Millennium Dome as a case study of visitor attractions management — with data drawn from the consumer perspective at the time of opening. The focus of the primary research is on the satisfaction of visitors to the Millennium Dome. This was carried out when the attraction was weathering the media storm following its opening. Both quantitative and qualitative data was gathered from 530 exit questionnaires and 350 qualitative interviews. The quantitative data revealed visitor assessments of the experience of the Millennium Dome as a whole, and their assessments of its constituent parts (zones). The findings of the qualitative interviews led to the construction of a typology of meanings for visitors to the Millennium Dome. Even though time has elapsed since closure, both the quantitative and the qualitative findings still have a wider application in the interpretation of the visitor experience in attractions. Recommendations at the time indicated a need for management to focus on ‘the basics’ of the visitor experience with the addendum that a failure to do so could detract from ‘the most amazing day out ever’ or, indeed, ‘a very special day’ — and to ensure a closer match between marketing expectations and the reality of the experience. Reflection has not altered such often neglected but fundamental tenets. Copyright © 2005 John Wiley & Sons, Ltd.     

The changing profile of caravanners in Australia

Caravanning has been a popular leisure activity in Australia for many decades. In recent years the profile of the industry has changed with a shift from family caravanning to retirees. This change has significant implications for the industry overall as well as the regional areas visited by caravanners. This paper reports on research designed to develop a profile of contemporary caravanning in Australia. One of the most significant findings was the homogeneity of the respondents. The largest groups of respondents were ‘empty nesters’, people who were retired or near retirement and who were attracted to three clusters of activities: nature; shopping and eating; and visiting heritage attractions. Another major finding of interest for regional areas was the relatively low daily expenditure on food and accommodation. The paper discusses a range of options that may be used by regional areas to boost their caravan sector. Copyright © 2006 John Wiley & Sons, Ltd.     

How Far does Overall Service Quality of a Destination Affect Customers' Post‐Purchase Behaviours?

In tourism management literature, there are numerous research papers focusing on the determinants of the customers' destination evaluations and how they affect each other. The chief variables to be examined in the literature have been customer satisfaction, perceived value, behavioural intention and service quality. In this study, the authors were inspired by the ‘indirect model’ by Cronin et al. (2000) and generated a conceptual model to determine the overall service quality of a destination and its effect on perceived value, customer satisfaction and behavioural intention by structural equation modelling technique. Copyright © 2011 John Wiley & Sons, Ltd.     

Tourist narratives about the dissonant heritage of the Borderlands: the case of South-eastern Poland

ABSTRACT

One of the important effects of the political transformation after 1989 in Eastern Europe is the development of tourism and increasing mobility of citizens from many countries, previously separated by the ‘Iron Curtain’. The process of economic and socio-cultural change justifies the debate regarding the future, but also on the legacy of the past. As for South-eastern Poland, tourism has been used as an important narrative tool for spreading, strengthening or weakening ethnic and national stereotypes by promoting cultural resources and performances that enable cooperation and mutual understanding. However, it can also be a source of potential fears or conflicts, for instance by creating controversial tourist attractions and stories about certain historical events. This paper discusses strategies of ‘past presencing’ of the heritage of South-eastern Poland border regions in public life, culture and tourism, drawing on a few examples which show different ways of restoring the memory of the former Eastern Borderlands. The theme village called ‘The Borderland Settlement’ and the historical reconstruction ‘Volyn 1943–2013’ relate to the main myths and the active memory concept that frame tourist narratives and contribute to the reinvention and reinterpretation of dissonant heritage.     

Impact of European Union funding on tourism in the Grampian Region

The European Union (EU) has no specific tourism policy. Even though there are divergent views on its involvement in regional development, there is a consensus on the fact that the EU is involved by its principle role of ‘Subsidiarity’. There is also continued participation of the EU in activities related to tourism development in the community. Undoubtedly, the EU is having an impact on regional development of members states. Research carried out shows the contribution of the EU in regional development and tourism. The EU funding has tended to focus on peripheral areas and where traditional industries are declining. Tourism related projects (such as visitor attractions) have benefited from such funding programmes, on the assumption that these projects will create employment and increase visitor numbers, as well as promote the economies of these regions. Consequently, this paper considers the contributions of EU funding of tourism attractions in the Aberdeen and Grampian region of Scotland and issues affecting the effectiveness of the attractions themselves. Copyright © 2006 John Wiley & Sons, Ltd.     

Tourism distribution channels in Wellington,New Zealand

This paper outlines a multiple method approach used in Wellington as a way of researching issues of distribution channels for tourism in urban areas. The study combines information obtained from interviews with providers and intermediaries, visitor surveys and the analysis of catalogues to present a systematic examination of distribution channels for a range of accommodation and attractions. The results highlight the complexity of distribution channels in Wellington, with variations occurring by market segment and by type of accommodation and attractions. Chain hotels have the most complex channels. Smaller properties and attractions tend to pursue simpler ‘at destination’ distribution strategies. Copyright © 2004 John Wiley & Sons, Ltd.     

Zoos,Sanctuaries and Turfs: Enactments and Uses of Gay Spaces during the Holidays

Extant theory suggests that the existence of gay space is an important (or even critical) element of gay people's holidays. However, more knowledge on the roles that gay spaces play during the holidays is needed. Drawing on interviews with 53 gay tourists, this paper suggests that the roles gay spaces play differ across gay tourists. Some interviewees enact gay spaces as ‘sanctuaries’, at which one can feel free and openly show one's sexuality. Others feel that gay spaces resemble ‘zoos’, i.e. tourist attractions at which straights gaze upon gays. Finally, some tourists find that gay spaces are too male oriented or even men's turfs. Copyright © 2012 John Wiley & Sons, Ltd.     

Definitely not Monkeys or Parrots,Probably Deer and Possibly Moose: Opportunities and Realities of Ecotourism in Northern Ontario

Ecotourism has become a well-established form of tourism offered in a wide range of places. This paper explores, through a case study of Northern Ontario, Canada, the potential for ecotourism within what may be labelled a ‘tertiary’ destination area. The myth (image) of Northern Ontario is found to be markedly different from reality, which has implications for the type of ecotourism the region can offer. It will not be as exotic as in many of the venues around the world but it will have a specific Canadian identity and image markedly different from other areas simply because the environment itself is different. Emphasis is placed on the inherent natural appeal the region offers, comprising trails, attractions, accommodation and service providers. At present this infrastructure is minimal. With respect to trails there is an urgent need to develop a more extensive system and network to improve access, aswell as open up the region to a range of ecotourist types. The paper concludes by suggesting that while ‘tertiary’ places will not be challenging for a vast sector of the ecotourism market, they can play an important role in offering new and different destinations, with sufficient challenges for the more specialised and primary purpose ecotourist.     

Not just surviving,but thriving: perceived strengths of successful US‐based travel agencies

In‐depth interviews with owners of 19 exceptionally successful US‐based travel agencies were analyzed using a ground theory approach to reveal customer service excellence, employee enrichment and effective networking as three core perceived strengths that comprise a theme of ‘relationship building’. The latter is supported by a theme of ‘facilitation’ entailing diligent client selection, a culture of learning, high adaptability (related to technology and product realignment), scale, adherence to business basics, and owner optimism. Together, both themes suggest a macro‐theme of ‘deep commitment’. The results provide guidelines for aspiring travel agency owners. Copyright © 2007 John Wiley & Sons, Ltd.     

Relational benefits,switching barriers and loyalty: A study of airline customers in Taiwan

A model of looking at switching barriers and customer loyalty stemming from customer relational benefits is developed. In-depth interviews with airline customers revealed that, in addition to confidence, social, and special treatment benefits originally identified in the Western cultural context, ‘respect benefits’ surfaced as an additional relational benefit type in Taiwan. The hypotheses were tested using data collected from airline relational customers. Results showed that social benefits and confidence benefits had significant and positive influences on switching barriers and certain relational benefits had a larger effect on switching barriers and customer loyalty than others.