More information about this series at

Transcription

1 Tourism on the Verge Series editors Pauline J. Sheldon University of Hawaii, Honolulu, Hawaii, USA Daniel R. Fesenmaier University of Florida, Gainesville, Florida, USA

2 More information about this series at

3 Daniel R. Fesenmaier Zheng Xiang Editors Design Science in Tourism Foundations of Destination Management

4 Editors Daniel R. Fesenmaier University of Florida Department of Tourism, Recreation and Sport Management Gainesville, Florida USA Zheng Xiang Virginia Polytechnic Institute and State University Department of Hospitality and Tourism Management Blacksburg, Virginia USA ISSN ISSN X (electronic) Tourism on the Verge ISBN ISBN (ebook) DOI / Library of Congress Control Number: 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

5 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 substantially 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. John L. 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

6 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. Daniel R. 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

7 Contents Part I The Foundations of Tourism Design Introduction to Tourism Design and Design Science in Tourism... 3 Daniel R. Fesenmaier and Zheng Xiang Tourism Experience and Tourism Design Jeongmi (Jamie) Kim and Daniel R. Fesenmaier Emotions in Tourism: From Exploration to Design Serena Volo Emotions in Tourism: From Consumer Behavior to Destination Management Anna Scuttari and Harald Pechlaner Authenticity for Tourism Design and Experience Jillian M. Rickly and Scott McCabe An Uncanny Night in a Nature Bubble: Designing Embodied Sleeping Experiences Tarja Salmela, Anu Valtonen, and Satu Miettinen Part II The Tools of Tourism Design Stories as a Tourist Experience Design Tool Gianna Moscardo Destinations and Value Co-creation: Designing Experiences as Processes Juergen Gnoth Social Systems and Tourism Design Mike Peters vii

8 viii Contents Atmospherics and the Touristic Experience Anna S. Mattila and Lisa (Yixing) Gao Designing Tourism Services in an Era of Information Overload Vince Magnini Technology and Behavioral Design in Tourism Iis P. Tussyadiah Part III Managing the Dynamics of the Tourism System The Dynamics of Destinations and Tourism Development Pietro Beritelli and Christian Laesser Experiences Through Design and Innovation Along Touch Points Florian J. Zach and Dejan Krizaj When Design Goes Wrong? Diagnostic Tools for Detecting and Overcoming Failures in Service Experience Astrid Dickinger and Daniel Leung Concluding Remarks: Tourism Design and the Future of Tourism Joseph T. O Leary and Daniel Fesenmaier

9 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. Gallen. 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 Tourism and Leisure Studies of Vienna University of Economics and Business Administration (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 2.0. Daniel R. 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, advertising evaluation, and the design of tourism places. ix

10 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 responsibility 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 experiencing, 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 sameness 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 measurements (e.g., 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 Development 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 University 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.g., 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 interests are in the areas of Usefulness of electronic word of mouth, Electronic marketing, and Hotel and tourism website evaluation.

11 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.S. Fulbright Scholar. 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. Anna S. 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 International Sociological Association, Research Committee 50 on International Tourism. Satu Miettinen is Professor of applied art and design at the University of Lapland. She has been working with service design research for several years, and she has authored a number of books and research publications in this area. Her research interests are service design, including social and public service development, citizen engagement, and digital service development. She works as a research lead and director for several national and international service design research projects. She has been a visiting professor at the Centre for Design Research, Stanford University, in the USA, School for Design and Innovation at Tongji University in China, and the Centre for Aesthetics in Practice, Trento University in Italy. Gianna Moscardo is Professor in the College of Business, Law and Governance at James Cook University. Prior to joining JCU, Gianna was the Tourism Research project leader for the CRC Reef Research for 8 years with responsibility for research into visitor management at heritage sites. Gianna has qualifications in psychology and sociology and applies concepts from these disciplines to a range of tourism management issues. Her research interests include understanding consumer experiences, especially in leisure and tourism settings, improving sustainability and education in business, and evaluating the use of tourism as a development strategy in peripheral regions.

12 xii List of Contributors Joseph T. O Leary is Professor in International Tourism at Colorado State University. His research interests are in recreation and tourism behavior and the use of large data resources. He teaches in the Master of Tourism Management distance education program. Harald Pechlaner holds a Chair in Tourism at the Catholic University of Eichstaett-Ingolstadt ( Germany, and is director of the Institute for Regional Development and Location Management at EURAC research in Bozen-Bolzano in Italy. He has a Doctorate in Social and Economics Sciences from the University of Innsbruck, Austria. He was President of the German Association of Tourism Research (DGT) and is President of the Association Internationale d Experts Scientifiques du Tourisme (AIEST). He is an Adjunct Research Professor at the School of Marketing of Curtin University in Western Australia. Mike Peters is Full Professor at the Department of Strategic Management, Marketing and Tourism Management at the University of Innsbruck, Austria. He holds the endowed chair of SME & Tourism focusing its research on small business development, family businesses, and entrepreneurship in tourism and leisure. He began his career with an apprenticeship in the restaurant industry and received his doctoral degree in 2001 for his study on the internationalization behavior of small and medium-sized tourism businesses. Since then, his research interests circle around the processes of entrepreneurship and associated problems, such as succession planning, product development, and innovation. Jillian Rickly is Assistant Professor of Tourism Marketing and Management in the Nottingham University Business School at the University of Nottingham. She is a tourism geographer who weaves together environmental perceptions, identity and bio-politics, and performance theories to consider the relations between travel motivation and experience. From this foundation, she has published widely on the concept of authenticity in tourism studies. Dr Rickly is a coauthor of Tourism, Performance, and Place: A Geographic Perspective (Ashgate) and a coeditor of Event Mobilities: Politics, Place and Performance (Routledge, 2016) and Tourism and Leisure Mobilities: Politics, Work, and Play (Routledge, 2016). She earned her PhD in Geography from Indiana University. Tarja Salmela is a doctoral student at the University of Lapland, Faculty of Social Sciences, Finland. In her multidisciplinary research, she explores the conflicting role of sleep in contemporary 24/7 society. By utilizing a cultural-based approach, she combines the fields of organization and management, tourism, and human animal studies. Salmela has conducted comprehensive fieldwork in Europe about the rapidly evolving sleep market.

13 List of Contributors xiii Anna Scuttari is a researcher at the Institute for Regional Development and Location Management at the European Academy of Bozen-Bolzano (EURAC Research, Italy, and doctoral student at the Catholic University of Eichstaett-Ingolstadt (Germany). Her main fields of research are sustainable transport and mobility, emotion and experience in tourism, destination management and governance, and regional development. Iis Tussyadiah is Associate Clinical Professor in the School of Hospitality Business Management at WSU Vancouver. Her research focuses on the roles of information technologies in shaping traveler behavior and transforming the travel and tourism industry including topics such as consumer experiences with technology in tourism settings as well as behavioral design and intervention using intelligent agents. She has published in leading tourism and hospitality journals including Annals of Tourism Research and Journal of Travel Research. Dr. Tussyadiah serves as Vice President of the International Federation for Information Technology in Travel & Tourism (IFITT). Anu Valtonen is Professor of Cultural Economy at the University of Lapland, Faculty of Social Sciences, Finland. She is engaged in critically exploring embodiment and senses in organizations, tourism, and consumer culture. Currently, she leads a multidisciplinary research project New Sleep Order that explores the changing role of sleep in contemporary society. Her work has been published, for instance, in Organization, Annals of Tourism Research, Journal of Material Culture, Consumption, Markets and Culture, and Tourism Studies. Serena Volo is Assistant Professor of Tourism Marketing at the Faculty of Economics and Management, Free University of Bozen-Bolzano, Italy. She obtained her PhD in Tourism Marketing in 2002 at the Department of Quantitative Methods for the Human Sciences, University of Palermo (Italy), and was visiting scholar at the Dublin Institute of Technology, Faculty of Food and Tourism, Dublin (Ireland). She was also visiting scholar with a Fulbright Research Fellowship at the Rosen School of Hospitality Management, University of Central Florida, Orlando (Florida, USA). Her research interests include consumer behavior, tourism innovation, tourism statistics, second-home tourism, and destination competitiveness. Zheng Xiang is Associate Professor in the Department of Hospitality and Tourism Management at Virginia Polytechnic Institute and State University {philxz@vt. edu}. His research interests include travel information search, social media marketing, and business analytics for the tourism and hospitality industries. He is a recipient of Emerging Scholar of Distinction award by the International Academy for the Study of Tourism and board member of International Federation for IT and Travel & Tourism (IFITT).

14 xiv List of Contributors Florian Zach is an Assistant Clinical Professor and the Tod and Maxine McClaskey Faculty Fellow with the School of Hospitality Business Management, Carson College of Business, Washington State University Vancouver, where he teaches operational analysis and leadership. His research interests include the role of collaboration in innovation processes for new service development and its implications for sustainable tourism development. Most of his teaching is experience based in the SW Washington and Portland Metro area. Dr. Zach has published in internationally top-ranked tourism and hospitality journals including Annals of Tourism Research, Journal of Hospitality & Tourism Research, and Journal of Travel Research. Furthermore, he engages in active research with destination marketing organizations to assist their tourism development efforts.