Visitor Management in Tourism Destinations (CABI Tourism Management and Research Series)

Visitor management may be considered as a component of destination management at all levels of a destination. It involves a wide range of stakeholders. This book demonstrates current knowledge on visitor management. Visitor Management in Tourism Destinations provides insight into critical concepts such as the visitor experience, service quality, the uses of indicators and frameworks, and interpretation. It also addresses current issues including the social and political dimensions of visitor management, the implementation of monitoring, vandalism and augmented reality. Authored by leading international researchers in the field of visitor management research, this book is primarily aimed at researchers and postgraduate students. Key Features: · Considers critical concepts and influential factors in visitor management. · Illustrates current issues in visitor management. · Research-based case studies contribute to an overall understanding of core issues. · Covers the state-of-the-art in guiding and interpretation Cover 1 VISITOR MANAGEMENT IN TOURISM DESTINATIONS 4 Copyright 5 Contents 6 Contributors 8 Part I: Introduction and Foundation 10 1: Introduction to Visitor Management in Tourism Destinations 12 1.1 Conceptualizing and Explaining Visitor Management 12 1.2 Book Aim and Content 14 1.3 Content and Overview 15 1.4 Conclusion 16 References 16 2: Destination Managementand Visitor Management: Non-convergent Literatures but Complementary Activities and Issues 18 2.1 Visitor Management 18 2.2 Destination Management 19 2.3 Destination Management and Visitor Management 23 2.4 Conclusion 28 References 28 3: Meeting the Challenge of Managing Visitor Experiences at Tourism Attractions 31 3.1 Introduction 31 3.2 Defining and Classifying Visitor Attractions 32 3.3 Understanding Visitor Experiences 32 3.4 Conceptual Frameworks and the Visitor Experience Journey 34 3.5 Managing the Visitor Experience Journey: The Case of the Otago Central Rail Trail 36 3.5.1 Managing how visitors discover, plan and book 37 3.5.2 Managing how visitors access the attraction 37 3.5.3 Managing the visitor experience at the attraction 38 3.5.4 Managing a visitor’s reflection and memory of their experience 38 3.6 Conclusion 39 References 39 4: The Social and Political Dimensions of Visitor Management: Rural Home-based Accommodations 42 4.1 Introduction 42 4.2 Home-based Accommodations in Iran 43 4.3 Visitor Management in Home-based Accommodations 43 4.4 Social and Political Dimensions of Visitor Management 47 4.5 Conclusion 49 References 50 Part ll: Critical Concepts in Visitor Management 52 5: Indicators and Standards-based Visitor Management Frameworks in Achieving Sustainability at Cultural Heritage Sites 54 5.1 Introduction 54 5.2 Indicators and Standards-based Frameworks 55 5.2.1 The concept of indicators 56 5.2.2 The concept of standards 56 5.2.3 Normative theory 57 5.3 Petra Archaeological Park 59 5.3.1 Indicators for the tourism experience at Petra Archaeological Park 60 5.3.2 Standards for the tourism experience at Petra Archaeological Park 60 5.4 Discussion and Conclusion 63 References 65 6: Managing Nature-based Visitors’ Perceived Service Quality, Satisfaction and Future Behaviour Intention 68 6.1 Introduction 68 6.2 Service Quality 69 6.2.1 Dimensionality of service quality 69 6.2.2 Measurement of service quality 71 6.3 Satisfaction 71 6.3.1 Conceptualization of satisfaction 71 6.3.2 Importance-performance analysis 72 6.4 Differences between Service Quality and Satisfaction 74 6.5 Future Intention 74 6.6 Case Study 74 6.6.1 Introduction 74 6.6.2 Kafue National Park: overview 75 6.6.3 Methods 75 Sample 75 Survey instrument 75 Statistical analysis 75 Factor analysis and reliabilities 76 6.6.4 Results 77 6.6.5 Discussion 79 6.7 Conclusion 80 References 80 7: The Relevance of Visitors’ National Park Affinity for Effective Visitor Management in Protected Areas 84 7.1 Introduction 84 7.2 Visitors to National Parks 85 7.2.1 Segmentation approaches 85 7.3 Hohe Tauern National Park 88 7.3.1 Study area 88 7.3.2 Studies conducted at Hohe Tauern National Park 89 7.3.3 Visitors’ affinity to Hohe Tauern National Park 89 Socio-demographics and travel behaviour 90 Pricing 90 Partnerships 91 Visitor information and use of services 92 Intention for revisit 92 7.4 Implications for Visitor Management 92 References 93 Part lll: Current Issues in Visitor Management 98 8: Visitor Monitoring in the Tapajós National Forest, Brazil 100 8.1 Introduction 100 8.2 Tapajós National Forest 101 8.3 Methods 103 8.4 Results and Discussion 104 8.5 Conclusions 108 8.5.1 The case study 108 8.5.2 Implications for benchmarking and best practices 109 Acknowledgements 110 References 110 9: Tourist Behaviour, Vandalism and Stakeholder Responses 111 9.1 Introduction 111 9.2 Environmental Damage in the Context of Tourists 112 9.2.1 Definition of vandalism and environmental damage 112 9.2.2 Key contextual literature 113 9.2.3 Importance of a multiple stakeholder perspective 114 9.3 Specific Study 114 9.3.1 Aims 114 9.3.2 Methods 114 9.3.3 Results 116 9.3.4 Discussion 121 9.4 Wider Implications 122 References 123 10: Augmented Reality Application to Museum Visitor Experiences 126 10.1 Introduction 126 10.2 Literature Review 127 10.2.1 Augmented reality – the concept and application 127 10.2.2 Museum experiences 127 10.2.3 Tourism in Bangladesh – museum visitation and the emerging tourism economy 128 10.3 Examples of AR Technology Applications in Museums 128 10.3.1 The UK experience 129 10.3.2 The Greek experience 129 10.4 Relevance of AR to Bangladesh Museums: A Study 130 10.4.1 Study methodology 130 10.4.2 Results and analysis 130 Visitors’ comprehension of AR – concept and applications 130 AR technology in an emerging tourism economy 131 AR technology application in the Bangladesh National Museum 131 AR technology application in museums of Bangladesh – key challenges and promises 132 10.5 Discussion 132 10.5.1 Practical implications for Bangladesh 133 10.6 Conclusion 134 References 135 Part lV: The State of the Art in Guiding and Interpretation 138 11: Strategies for Successful Interpretation Techniques in Visitor Attractions: The Operationalization of Guided Tours in Museums 140 11.1 Introduction 140 11.2 Guided Tours as Valuable Interpretation Techniques in Museums 141 11.3 Specificities in Planning and Operationalizing Guided Tours 142 11.4 The Implementation of Guided Tours in Portuguese Museums 145 11.4.1 Methodology of data collection 145 11.4.2 Results and discussion 146 Guide characteristics 146 Format of the guided tours 146 11.4.3 Conclusions and implications 152 References 154 12: Using Heritage Interpretation to Manage Film-induced Tourism at Heritage Visitor Attractions 155 12.1 Introduction 155 12.2 Literature Review 156 12.2.1 The film-induced tourism phenomenon 156 12.2.2 Visitor management challenges at heritage visitor attractions 157 12.2.3 Heritage interpretation as a visitor management tool 158 12.3 Methods 159 12.4 Results 159 12.4.1 An increase in visitor numbers 159 12.4.2 The influence of visitors’ expectations on heritage interpretation 160 12.4.3 Addressing visitor management challenges at Alnwick Castle through heritage interpretation 161 12.5 Conclusions 164 References 165 13: Theories of Learning and their Application in Interpretation 168 13.1 Introduction 168 13.2 Tourism and Protected Areas 169 13.3 Principles of Interpretation 170 13.4 Interpretation, Emotions, Affective Domain and Cognitive Learning 171 13.5 Regulatory Information, Restrictions and Conditioning Learning 173 13.6 Conclusion 175 References 176 14: Critical Reflections on the Role of Interpretation in Visitor Management 179 14.1 Introduction 179 14.2 Defining and Describing Interpretation 180 14.3 Roles of Interpretation in Visitor Management 181 14.4 Interpretation Effectiveness 185 14.5 Critical Reflections on Interpretation 188 14.6 Principles for Effective Interpretation Practice 189 14.7 Interpretation and the Future 191 References 193 Part V: Conclusion 198 15: Current Knowledge and Future Research Directions in Visitor Management 200 15.1 Introduction 200 15.2 Visitor Management in Context 201 15.3 Critical Concepts in Visitor Management 202 15.4 Current Issues in Visitor Management 202 15.5 The State of the Art in Guiding and Interpretation 203 15.6 Conclusions 204 References 205 Index 206 Back_Cover 210 Content: Introduction to Visitor Management / Julia N. Albrecht -- Destination Management and Visitor Management / Douglas Pearce -- Meeting the Challenge of Managing Visitor Experiences at Tourism Attractions / Paul Taylor, Warwick Frost and Jennifer Laing -- The Social and Political Dimensions of Visitor Management : Visitor Management Practices at Rural Home-based Accommodations / Najmeh Hassanali -- Indicators and Standards-Based Visitor Management Frameworks in Achieving Sustainability at Cultural Heritage Sites / Mohammad Alazaizeh and Jeffrey Hallo -- Managing Nature-Based Visitors' Perceived Service Quality, Satisfaction and Future Behavior Intention / Joohyun Lee and Brijesh Thapa -- The Relevance of Visitors' National Park Affinity for Effective Visitor Management in Protected Areas / Jannes Bayer, Astrid Fehringer, Günther Lehar, Florian Jurgeit and Theresa Leitner -- Park and Protected Area Visitor Use Monitoring / Robert Burns and Jasmine Moreira -- Tourist Behaviors, Vandalism and Stakeholder Responses / Abhishek Bhati and Philip Pearce -- Augmented Reality Application in Museum Visitor Experiences / Azizul Hassan and Haywantee Ramkissoon -- Strategies for Successful Interpretation Techniques in Visitor Attractions : The Operationalization of Guided Tours in Museums / Marília Durão and Maria João Carneiro -- Using Heritage Interpretation to Manage Visitors at Film-induced Tourism Heritage Attractions / Justyna Bakiewicz, Anna Leask, Paul Barron and Tijana Rakic -- Theories of Learning and their Application in Interpretation / I-Ling Kuo -- Critical Reflections on the Role of Interpretation in Visitor Management / Gianna Moscardo -- Current Knowledge and Future Research Directions in Visitor Management / Julia N. Albrecht. ## Abstract This book considers visitor management (VM) as a component of destination management at all levels of a destination and involving a wide range of stakeholders. It aims to demonstrate current knowledge on VM and to provide insights into conceptual issues rather than providing merely descriptive case studies. This book is primarily aimed at postgraduate students and researchers. The introduction and foundation chapters in Part I provide the context for the book as well as the broader topic of VM. Part II considers critical concepts in VM (indicators and standards-based VM frameworks, VM and service quality and visitor affinity) while Part III illustrates current issues in VM (visitor monitoring, tourist behaviour and vandalism, and the use of technology). Part IV of the book addresses guiding and interpretation, and their roles and relevance in VM. The book has 15 chapters and a subject index. Visitor management (VM) can be considered a component of destination management and involves a wide range of stakeholders. Within this unique text, key information is presented via foundation chapters, before moving in to critical concepts and influential factors. It then provides an illustration of the current issues faced by VM, while research-based case studies further contribute to overall understanding of the core issues. A final section on guiding and interpretation rounds the book off before a concluding chapter looks at future research directions. This book is written by leading international researchers and provides an authoritative overview of the current knowledge and insights into conceptual issues of VM. La 4e de couverture indique : "Visitor management may be considered as a component of destination management at all levels of a destination. It involves a wide range of stakeholders. This book demonstrates current knowledge on visitor management. Visitor Management in Tourism Destinations provides insight into critical concepts such as the visitor experience, service quality, the uses of indicators and frameworks, and interpretation. It also addresses current issues including the social and political dimensions of visitor management, the implementation of monitoring, vandalism and augmented reality." "Visitor management may be considered as a component of destination management at all levels of a destination. It involves a wide range of stakeholders. This book demonstrates current knowledge on visitor management. Visitor Management in Tourism Destinations provides insight into critical concepts such as the visitor experience, service quality, the uses of indicators and frameworks, and interpretation. It also addresses current issues including the social and political dimensions of visitor management, the implementation of monitoring, vandalism and augmented reality."--Publisher's website