Tourism on the Verge Daniel R. Fesenmaier Zheng Xiang Editors Design Science in Tourism Foundations of Destination Management Tourism on the Verge Series editors Pauline J. Sheldon University of Hawaii, Honolulu, Hawaii, USA Daniel R. Fesenmaier University of Florida, Gainesville, Florida, USA More information about this series at http://www.com/series/13605 Daniel R.
Fesenmaier • Zheng Xiang Editors Design Science in Tourism Foundations of Destination Management Editors Daniel R. Fesenmaier Zheng Xiang University of Florida Virginia Polytechnic Institute Department of Tourism, and State University Recreation and Sport Management Department of Hospitality Gainesville, Florida and Tourism Management USA Blacksburg, Virginia USA ISSN 2366-2611 ISSN 2366-262X (electronic) Tourism on the Verge ISBN 978-3-319-42771-3 ISBN 978-3-319-42773-7 (eBook) DOI 10.1007/978-3-319-42773-7 Library of Congress Control Number: 2016955296 © Springer International Publishing Switzerland 2017 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc.
in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. Printed on acid-free paper This Springer imprint is published by Springer Nature The registered company is Springer International Publishing AG Switzerland Acknowledgements The initial idea for the book was that it would be a very small and concise collection of readings related to the foundations of tourism design.
However, it grew substan- tially over the past year as I read some remarkable research and discussed the topic with some outstanding researchers and learned so much more about the exciting area of tourism design. With this, I would like to first thank the tremendous contributions by the many authors who contributed to the book. I think their thoughtfulness and their ability to make some very complex ideas seem easy is inspiring. Of course, every idea is rooted in one’s past experiences.
For me as a geographer and somehow an “accidental scholar” involved in tourism research, I have long admired Dr. Clare Gunn and appreciated the impact he has had on our field. Indeed, I had the opportunity to work with him, along with Drs. Carson Watt and Joanne Westphal, as a young researcher on a number of small projects at Texas A&M University where I witnessed their energy and creativity.
As a member of the faculty, I was further challenged by Drs. Crompton and Robert Ditton to somehow “to think big” and “to imagine a better future for ourselves and others.” While not really recognizing the huge impact they had on my life and my way of understanding, they helped set the foundation for the subsequent 30 years of research and teaching. To these people, I want to acknowledge and thank them publicly for providing the opportunity to first learn about tourism planning and design and then to dream what might be possible if we actually had the tools to reach this dream. I have to say that this book presents the basic tools (including theories, methods, and processes) that can be used to do what Clare, Carson, John, and Bob discussed so many years ago.
Beyond these early experiences, I have had the privilege to work with a number of truly inspiring students who challenge me every day to imagine a richer and stronger framework which guides our journeys together. This book represents my continuing desire to learn from these students. Last, I would like to acknowledge and thank three outstanding colleagues who have become long-time friends and who continue to inspire me. They are Drs.
Pauline v vi Acknowledgements Sheldon, Joseph O’Leary, and Karl W€ober. I want to thank each of them for their time and patience—this project would never have been started if not for them. Fesenmaier University of Florida First of all, I would like to thank the authors who contributed to this book. I am grateful for this opportunity to work with this elite group of researchers to explore this frontier of tourism research.
Second, I want to thank Dan for sharing this project and coaching me to build a vision and to lead a focused discussion on an emerging topic in our field. This is a tremendously enjoyable ride and a fantastic learning experience. Zheng Xiang Virginia Tech Contents Part I The Foundations of Tourism Design Introduction to Tourism Design and Design Science in Tourism. Fesenmaier and Zheng Xiang Tourism Experience and Tourism Design.
17 Jeongmi (Jamie) Kim and Daniel R. Fesenmaier Emotions in Tourism: From Exploration to Design. 31 Serena Volo Emotions in Tourism: From Consumer Behavior to Destination Management. 41 Anna Scuttari and Harald Pechlaner Authenticity for Tourism Design and Experience.
Rickly and Scott McCabe An Uncanny Night in a Nature Bubble: Designing Embodied Sleeping Experiences. 69 Tarja Salmela, Anu Valtonen, and Satu Miettinen Part II The Tools of Tourism Design Stories as a Tourist Experience Design Tool. 97 Gianna Moscardo Destinations and Value Co-creation: Designing Experiences as Processes. 125 Juergen Gnoth Social Systems and Tourism Design.
139 Mike Peters vii viii Contents Atmospherics and the Touristic Experience. Mattila and Lisa (Yixing) Gao Designing Tourism Services in an Era of Information Overload. 161 Vince Magnini Technology and Behavioral Design in Tourism. Tussyadiah Part III Managing the Dynamics of the Tourism System The Dynamics of Destinations and Tourism Development.
195 Pietro Beritelli and Christian Laesser Experiences Through Design and Innovation Along Touch Points. Zach and Dejan Krizaj When Design Goes Wrong? Diagnostic Tools for Detecting and Overcoming Failures in Service Experience. 233 Astrid Dickinger and Daniel Leung Concluding Remarks: Tourism Design and the Future of Tourism. O’Leary and Daniel Fesenmaier List of Contributors Pietro Beritelli is Associate Professor at the University of St.
Gallen and Vice Director at the Institute for Systemic Management and Public Governance (IMP-HSG), Research Centre for Tourism and Transport, and since 2004 Director of the Master Program in Marketing, Services and Communication at the University of St. He has studied Business Administration at the University St. Gallen (HSG) with emphasis on travel and transport and is specialized in destination management. From 1993 to 1997, he was lecturer for Tourism at the Higher Vocational College of Graub€unden, in Samedan (CH).
From 1998 to 2003, he was Professor for Tourism Management and Director of the Institute for Tourism and Leisure studies at the University for Applied Sciences in Chur (CH). Since the beginning of the 1990s, he advises tourist enterprises and public institutions in questions regarding destination management and marketing, tourism policy, and strategic management. He is actively involved in the industry through mandates as board member of tourism organizations. Astrid Dickinger is Associate Professor at MODUL University Vienna.
Before joining MODUL University, she was Assistant Professor at the Institute for Tour- ism and Leisure Studies of Vienna University of Economics and Business Admin- istration (Wirtschaftsuniversität Wien) where she finished both her master’s and PhD. Her research interests are in the areas of service quality in electronic channels, electronic and mobile service usage, IT and Tourism, and Web 2. Fesenmaier is Professor and Director of the National Laboratory for Tourism & eCommerce, Eric Friedheim Tourism Institute, Department of Tourism, Recreation and Sport Management, University of Florida. He is author, coauthor, and coeditor of several books focusing on information technology and tourism marketing including Tourism Information Technology.
He teaches and conducts research focusing on the role of information technology in travel decisions, adver- tising evaluation, and the design of tourism places. ix x List of Contributors Lisa (Yixing) Gao is a PhD candidate at the School of Hospitality Management at the Pennsylvania State University. Her research focuses on corporate social respon- sibility issues and consumer behavior. Juergen Gnoth is Professor of Marketing at the University of Otago.
Juergen’s interests lie with cross-cultural consumer behavior, services marketing, destination branding, and the philosophy of sciences. His focus is on the process of experienc- ing, from expectation to satisfaction formation, including how tourism can help contribute to well-being and happiness. Research results are translated into resort management and branding models that promote uniqueness rather than the same- ness that proliferates. He engages with the tourism industry, including hotels, airlines, and operators and teaches MBA and postgraduate courses.
Juergen serves as editorial board member and associate editor for a number of leading journals including Annals of Tourism and the Journal of Travel Research. Jeongmi (Jamie) Kim is a PhD candidate in Fox School of Business, Temple University, and a Visiting Scholar at NLTeC, University of Florida. Her research interests include experience design, the role of ICT in tourism, and in situ mea- surements (e., mobile eye-tracker, EDA-based emotion recognition) and application. Dejan Krizaj is Assistant Professor at the Faculty of Tourism Studies—Turistica, University of Primorska, Slovenia.
His research focuses on R&D projects addressing tourism innovation and its promotion and measurement. He partners with the Slovenian Tourism Board and the Slovenian Ministry of Economic Devel- opment and Technology to foster innovation and entrepreneurship. Since 2006, he is the chairman of the Slovenian National Tourism Innovation Awards Commission. Christian Laesser is Professor of tourism and service management at the Univer- sity of St.
Gallen and director of the Institute for Systemic Management and Public Governance. His research interests include different domains within the fields of marketing and management as well as tourism and transport economics. He is strongly embedded not only in academia (e., Fellow of the International Academy for the Study of Tourism) but also in industry, where he is member of or presiding a number of company and destination boards. Daniel Leung is Researcher and Lecturer in the Department of Tourism and Service Management of MODUL University Vienna.
He earned his master’s and bachelor’s degree from the Hong Kong Polytechnic University. His research inter- ests are in the areas of “Usefulness of electronic word of mouth,” “Electronic marketing,” and “Hotel and tourism website evaluation.” List of Contributors xi Vince Magnini is Associate Professor in Virginia Tech’s Pamplin College of Business. He was recently ranked as one of the top 12 most prolific hospitality researchers worldwide; he has published six books and many articles and reports, and is a U. Vince has been featured on National Public Radio’s (NPR) With Good Reason and once on NPR’s All Things Considered and cited in the New York Times.
Mattila is the Marriott Professor of Lodging Management at the School of Hospitality Management at the Pennsylvania State University. She holds a PhD in services marketing from Cornell University. She currently serves on numerous editorial boards of various service management and hospitality journals. Scott McCabe is Professor of Marketing and Tourism at Nottingham University Business School where he has worked for 9 years.
Scott’s research is focused mainly on the qualities of tourist experience, consumer behavior and tourist decision-making, destination marketing, and communications. His work intersects the sociology and psychology of consumption. His work has contributed to debates within tourism on the rhetorical meanings of tourist categories and the essential qualities of tourist experiences. He is cochair of the “Travel Cultures Network” a cross-disciplinary research group at Nottingham, deputy chair of the Tourism Marketing SIG of the Academy of Marketing, and Vice President of the Interna- tional Sociological Association, Research Committee 50 on International Tourism.