DOCSLIB.ORG

Stakeholder Management in Tourism

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Stakeholder Management in Tourism MSoc.Sc. Service Management Master’s Thesis 14 August 2015 Stakeholder Management in Tourism An explorative case study of three municipalities in the Capital Region of Denmark [ Interessentledelse i Turisme ] Camilla Hagebro Supervisor: Sebastian Zenker Number of pages: 80 Number of characters: 181,844 Copenhagen Business School 2015 “You can’t talk tourism if you don’t involve them. What would you make tourism on if there weren’t any stakeholders?” - HK Møller Abstract As tourism has become one of the fastest growing sectors in the world, and regions have realized the potential benefits of tourism, competition among destinations has increased. In 2014 a new law was passed in Denmark which restricts the role of VisitDenmark to only deal with marketing. Therefore it is now required that the municipalities themselves take on the task of destination development. A critical element of destination management requires that the destination authorities collaborate with their stakeholders. There are several ways to do this, which require that destination managers attribute a varying degree of importance to, and engagement with, stakeholders. As destination development is a relatively new responsibility for the municipalities in Denmark, this study has looked at how three municipalities in the Capital Region are handling this task. More specifically it has explored how they are engaging with their stakeholders and how this is affecting their performance within tourism. In their Destination Promotion Triad, Sheehan et al. (2007) argue that hotels are the key stakeholder group. This project challenges this view by looking at three additional stakeholders: cultural institutions, the retail industry and events. It does this to explore how they fit the Triad and to evaluate how, and whether, destinations distinguish and prioritize them, and how this affects the destinations’ performance. To provide a rich understanding of the subject at hand, a comparative embedded multiple-case study has been applied. The three municipalities compared here are Gribskov, Frederikssund and Furesø. Primary data has been collected through in-depth interviews with representatives from the municipalities and their stakeholders. Following meaning condensation, Mitchell et al. (1997) and Savage et al. (1991) stakeholder typologies have been applied to compare the management strategies for each stakeholder applied by the municipalities. To some extent it has been concluded that stakeholder management affects destination performance. As exemplified with the case of Gribskov, the top performer of the destinations studied here, the more stakeholders are involved and the closer these relationships are, the better the destination is performing. However, it is also important to consider other factors such as sense of community, the history of tourism efforts in the destination, as well as investment in and awareness of tourism. Table of Contents INTRODUCTION ................................................................................................................................................. 4 Problem Formulation..................................................................................................................................... 5 Project Outline ............................................................................................................................................... 5 THEORY .............................................................................................................................................................. 7 Tourism .......................................................................................................................................................... 7 Destination Marketing & Management ........................................................................................................ 7 Collaboration in Tourism ............................................................................................................................... 8 Stakeholder Management ............................................................................................................................. 9 Distinguishing Between Stakeholders ..................................................................................................... 10 Stakeholder Management Strategies ...................................................................................................... 10 Roles ........................................................................................................................................................ 15 Communication & Transparency ................................................................................................................. 16 METHODOLOGY ............................................................................................................................................... 17 Research Paradigm ...................................................................................................................................... 17 Method & Data Collection ........................................................................................................................... 17 Selection of Cases .................................................................................................................................... 18 Selection of Interview Persons ................................................................................................................ 21 The Interviews ......................................................................................................................................... 22 Data Analysis ............................................................................................................................................... 24 Limitations ................................................................................................................................................... 24 Reliability & Validity .................................................................................................................................... 25 CASE DESCRIPTIONS ........................................................................................................................................ 27 Gribskov Municipality .................................................................................................................................. 27 Frederikssund Municipality ......................................................................................................................... 28 Furesø Municipality ..................................................................................................................................... 30 ANALYSIS & DISCUSSION ................................................................................................................................. 32 Individual Case Analysis ............................................................................................................................... 32 Gribskov Municipality .............................................................................................................................. 32 Frederikssund Municipality ..................................................................................................................... 39 1 Furesø Municipality ................................................................................................................................. 46 Cross-Case Comparison ............................................................................................................................... 53 Distinguishing Between Stakeholders ..................................................................................................... 53 Stakeholder Engagement ........................................................................................................................ 54 Roles ........................................................................................................................................................ 58 Communication ....................................................................................................................................... 62 Emergent Findings ................................................................................................................................... 64 CONCLUSION ................................................................................................................................................... 68 Contribution & Managerial Implications ..................................................................................................... 69 Limitations & Future Research .................................................................................................................... 71 BIBLOPGRAPHY ................................................................................................................................................ 73 2 3 INTRODUCTION Tourism has received an increasing amount of interest and focus, and while many people have engaged in tourism, not many stop to consider the complexity of the industry. It is an industry which makes use of a wide range of products and services found in the destination, and as such there are great economic and employment benefits of tourism, also in related sectors (Edgell et al., 2008; UNWTO, 2015). In fact, according to the United Nations World Tourism
Load more

Recommended publications
  • EGOS Full Paper LF
    Roskilde University The sense of services in a globalizing public sector Fuglsang, Lars Publication date: 2010 Citation for published version (APA): Fuglsang, L. (2010). The sense of services in a globalizing public sector. Paper presented at 26th EGOS Colloquium, Lisabon, Portugal. General rights Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights. • Users may download and print one copy of any publication from the public portal for the purpose of private study or research. • You may not further distribute the material or use it for any profit-making activity or commercial gain. • You may freely distribute the URL identifying the publication in the public portal. Take down policy If you believe that this document breaches copyright please contact [email protected] providing details, and we will remove access to the work immediately and investigate your claim. Download date: 01. Oct. 2021 The sense of services in a globalizing public sector Lars Fuglsang, Roskilde University Work in progress Prepared for Sub-theme 06 (SWG): Assembling Global and Local: Practice-Based Studies of Globalization in Organization, 26th EGOS Colloquium, Lisbon, June 28-July 3. Convenors: Paolo Landri, Bente Elkjaer, Silvia Gherardi. Abstract. This paper represents an attempt to explore in a qualitative way how the microstructure of public private innovation networks in public services (ServPPINs) can be understood. The paper uses the concepts of sensemaking and weak cues from the sensemaking literature to explain how these ServPPINs manage to take care of development and change (Weick 1979, 1995).
    [Show full text]
  • DMI Report 21-35 Data Driven Climate Change Adaptation Part B: National
    DMI Report 21-35 Data driven climate change adaptation Part B: National and local scale flood modelling as a basis for damage cost assessments Final scientific report of the 2020 National Centre for Climate Research Work Package 3.1.1, Data-driven climate service (part B) DMI Report 15 January 2021 By Morten Andreas Dahl Larsen (DTU), Giorgios Karamitilios (DTU), Mads Lykke Dømgaard (DTU) and Kirsten Halsnæs (DTU) 1 Colophon Serial title DMI Report Title DMI Report 21-35 Data driven climate change adaptation Part B: National and local scale flood modelling as a basis for damage cost assessments Subtitle Final scientific report of the 2020 National Centre for Climate Research Work Package 3.1.1, Data-driven climate service (part B) Author(s) Morten Andreas Dahl Larsen (DTU), Giorgios Karamitilios (DTU), Mads Lykke Dømgaard (DTU) and Kirsten Halsnæs (DTU) Other contributors [Other contributors] Responsible institution Danish Meteorological Institute Language English Keywords [Text] URL https://www.dmi.dk/publikationer/ Digital ISBN 978-87-7478-709-9 ISSN 2445-9127 Version 15 January 2021 Website www.dmi.dk Copyright DMI 2 Contents 1 Abstract (ENG).................................................................................................................... 4 2 Resume (DK) ...................................................................................................................... 4 3 Introduction ......................................................................................................................... 5 4 Methodology
    [Show full text]
  • The Sound Biodiversity, Threats, and Transboundary Protection.Indd
    2017 The Sound: Biodiversity, threats, and transboundary protection 2 Windmills near Copenhagen. Denmark. © OCEANA/ Carlos Minguell Credits & Acknowledgments Authors: Allison L. Perry, Hanna Paulomäki, Tore Hejl Holm Hansen, Jorge Blanco Editor: Marta Madina Editorial Assistant: Ángeles Sáez Design and layout: NEO Estudio Gráfico, S.L. Cover photo: Oceana diver under a wind generator, swimming over algae and mussels. Lillgrund, south of Øresund Bridge, Sweden. © OCEANA/ Carlos Suárez Recommended citation: Perry, A.L, Paulomäki, H., Holm-Hansen, T.H., and Blanco, J. 2017. The Sound: Biodiversity, threats, and transboundary protection. Oceana, Madrid: 72 pp. Reproduction of the information gathered in this report is permitted as long as © OCEANA is cited as the source. Acknowledgements This project was made possible thanks to the generous support of Svenska PostkodStiftelsen (the Swedish Postcode Foundation). We gratefully acknowledge the following people who advised us, provided data, participated in the research expedition, attended the October 2016 stakeholder gathering, or provided other support during the project: Lars Anker Angantyr (The Sound Water Cooperation), Kjell Andersson, Karin Bergendal (Swedish Society for Nature Conservation, Malmö/Skåne), Annelie Brand (Environment Department, Helsingborg municipality), Henrik Carl (Fiskeatlas), Magnus Danbolt, Magnus Eckeskog (Greenpeace), Søren Jacobsen (Association for Sensible Coastal Fishing), Jens Peder Jeppesen (The Sound Aquarium), Sven Bertil Johnson (The Sound Fund), Markus Lundgren
    [Show full text]
  • DMI Report WP311
    Downloaded from orbit.dtu.dk on: Oct 02, 2021 DMI report WP311 - Data driven climate change adaptation Part B: National and local scale flood modelling as a basis for damage cost assessments Final scientific report of the 2020 National Centre for Climate Research Work Package 3.1.1, Data-driven climate service (part B) Larsen, Morten Andreas Dahl; Karamitilios, Giorgios; Halsnæs, Kirsten; Halsnæs, Kirsten Publication date: 2021 Document Version Publisher's PDF, also known as Version of record Link back to DTU Orbit Citation (APA): Larsen, M. A. D., Karamitilios, G., Halsnæs, K., & Halsnæs, K. (2021). DMI report WP311 - Data driven climate change adaptation Part B: National and local scale flood modelling as a basis for damage cost assessments: Final scientific report of the 2020 National Centre for Climate Research Work Package 3.1.1, Data-driven climate service (part B). General rights Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights. Users may download and print one copy of any publication from the public portal for the purpose of private study or research. You may not further distribute the material or use it for any profit-making activity or commercial gain You may freely distribute the URL identifying the publication in the public portal If you believe that this document breaches copyright please contact us providing details, and we will remove access to the work immediately and investigate your claim.
    [Show full text]
  • Confidential
    Social problems in Europe: Dilemmas and possible solutions Reviewers Jonas Ruškus Nassira Hedjerassi Editor L’Harmattan Paris Collection managed by Ghislaine Pelletier and Stéphane Rullac, BUC Ressources. Cover design Emmanuel Busquet BUC Ressources’librarian Edited by Edyta Januszewska and Stéphane Rullac Social problems in Europe: Dilemmas and possible solutions © L’Harmattan, 2013 5-7, rue de l’Ecole-Polytechnique, 75005 Paris http://www.librairieharmattan.com [email protected] [email protected] ISBN : 978-2-343-01867-6 EAN : 9782343018676 TABLE OF CONTENTS INTRODUCTION Barbara Smolińska-Theiss ................................................................................. 7 I. REFUGEES AND IMMIGRANTS ........................................................ 11 “Determinants of social work with refugees and immigrants” Krystyna M. Błeszyńska ............................................................................................... 13 “The arrival of north African migrants in the south of Italy: Practices of sustainable welfare within a non-welcoming system” Anna Elia................................................................................................................... 33 “Child refugees and immigrants in Denmark: A researcher's reflections” Edyta Januszewska ..................................................................................................... 49 II. HOMELESS............................................................................................. 71 “Paths to homelessness: Reconstruction
    [Show full text]
  • High-Level Business Cases Overview of 10 Initiated Business Case
    High-level business cases Overview of 10 initiated business case developments across NSR Deliverable 5-4 Date: 26 August 2020 Status: Final Colophon Building with Nature Business Guidance Report Deliverable 4 of Work Package 5 - Upscaling: business case development and opportunity mapping, part of the INTERREG Building with Nature project. http://www.northsearegion.eu/building-with-nature/ Authors Arcadis – Jessica Bergsma Deltares – Sien Kok, Stéphanie IJff RoyalHaskoningDHV – Simeon Moons WP5 Project Leader EcoShape – Erik van Eekelen August 2020 2 Contents Introduction .............................................................................................................................. 4 1 Denmark – Nordkystens Femtid ...................................................................................... 6 2 Netherlands – Domburg ................................................................................................. 10 3 Netherlands- Amelander zeegat .................................................................................... 13 4 Denmark- Lodjbjerg ........................................................................................................ 17 5 Netherlands - Munnikkenland ....................................................................................... 20 6 Denmark – North Jutland, Hjoerring Kommune .......................................................... 27 7 Sweden – Råån ................................................................................................................. 30
    [Show full text]
  • Creative Industries and Creative Cities from Quantitative Mapping of Culture and Creative Industries to Thematic SWOT Analysis and Development Strategies
    Creative Industries and Creative Cities From quantitative mapping of culture and creative industries to thematic SWOT analysis and development strategies Henrik Sparre-Ulrich Capital Region of Denmark Copenhagen CULTURAL PLANNING CREATIVE CITIESITIES CULTUREL CULTURE POLICY POLITICAL GOALS PLANNING Creative centres Geographical defined Sector based Mapping of culture and Experience Broad anthropological Narrow, humanistic Evaluation creative industries definition of culture definition of culture Creative Capital Culturel resources Art/culturel heritage Culture driven Culture as development Development of economic strategy factor art/culturel life Strategies and focus Tolerance Diversity Homogenity areas Talent Technology Creative class New, non -hierachical Traditional movements – life forms culture producers Planning Planning Planning Development projects by with of - concrete aims culture Culture Culture American/global Australian/English Nordic/European tradition Developed by Dorte Skot-Hansen Enlightenment Insight Knowledge Refinement of taste Reflection Social change Cultural Economic growth Empowerment Image Identity Policy Tourism Solidarity in cities New arrivals Participation Employment growth Entertainment Relaxation Playing Fun Recreation Developed by Dorte Skot-Hansen Urban Value Production Matrix 1. Beginnings 2. Production 3. Circulation 4. Delivery 5. Audiences Pre-production Creation (Outbound (Marketing and Consumption (Inbound Logistics) (Operations) Logistics) Sales) (After Sales Service) 1. ECONOMIC v Quality of life as v Skill sets v Smart distribution v Front-end v Healthy, wealthy, workforce/business v Convergence and access vectors marketing wise citizens as magnet v Physical and v Retail mix and consumers virtual capacity diversity 2. SOCIAL v Literate and v Quality of life v Networks of v Interpretation, v Diversity of competent workforce v Community exchange understanding, consumption cohesion v Soft access routes v Caveat emptor Infrastructure 3.
    [Show full text]
  • Life Cycle Assessment of the Management of Special Waste Types: WEEE and Batteries
    Downloaded from orbit.dtu.dk on: Sep 25, 2021 Life cycle assessment of the management of special waste types: WEEE and batteries Bigum, Marianne Kristine Kjærgaard Publication date: 2014 Document Version Publisher's PDF, also known as Version of record Link back to DTU Orbit Citation (APA): Bigum, M. K. K. (2014). Life cycle assessment of the management of special waste types: WEEE and batteries. DTU Environment. General rights Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights. Users may download and print one copy of any publication from the public portal for the purpose of private study or research. You may not further distribute the material or use it for any profit-making activity or commercial gain You may freely distribute the URL identifying the publication in the public portal If you believe that this document breaches copyright please contact us providing details, and we will remove access to the work immediately and investigate your claim. Life cycle assessment of the management of special waste types: WEEE and batteries Marianne Bigum PhD Thesis December 2014 Life cycle assessment of the management of special waste types: WEEE and batteries Marianne Bigum PhD Thesis December 2014 DTU Environment Department of Environmental Engineering Technical University of Denmark Marianne Bigum Life cycle assessment of the management of special waste types: WEEE and batteries PhD Thesis, December 2014 The synopsis part of this thesis is available as a pdf-file for download from the DTU research database ORBIT: http://www.orbit.dtu.dk Address: DTU Environment Department of Environmental Engineering Technical University of Denmark Miljoevej, building 113 2800 Kgs.
    [Show full text]
  • Modelling Land Use Changes According to Transportation Scenarios Using Raster Based GIS Indicators Morten Fuglsang
    Brigham Young University BYU ScholarsArchive 6th International Congress on Environmental International Congress on Environmental Modelling and Software - Leipzig, Germany - July Modelling and Software 2012 Jul 1st, 12:00 AM Modelling land use changes according to transportation scenarios using raster based GIS indicators Morten Fuglsang Bernd Münier Henning Sten Hansen Follow this and additional works at: https://scholarsarchive.byu.edu/iemssconference Fuglsang, Morten; Münier, Bernd; and Hansen, Henning Sten, "Modelling land use changes according to transportation scenarios using raster based GIS indicators" (2012). International Congress on Environmental Modelling and Software. 375. https://scholarsarchive.byu.edu/iemssconference/2012/Stream-B/375 This Event is brought to you for free and open access by the Civil and Environmental Engineering at BYU ScholarsArchive. It has been accepted for inclusion in International Congress on Environmental Modelling and Software by an authorized administrator of BYU ScholarsArchive. For more information, please contact [email protected], [email protected]. International Environmental Modelling and Software Society (iEMSs) 2012 International Congress on Environmental Modelling and Software Managing Resources of a Limited Planet, Sixth Biennial Meeting, Leipzig, Germany R. Seppelt, A.A. Voinov, S. Lange, D. Bankamp (Eds.) http://www.iemss.org/society/index.php/iemss-2012-proceedings Modelling land use changes according to transportation scenarios using raster based GIS indicators. 1,2 Morten Fuglsang , Bernd Münier 1, Henning Sten Hansen 2 1 Department of Environmental Science, Aarhus University, Frederiksborgvej 399 4000 Roskilde, Denmark {mofu, bem }@dmu.dk 2 Aalborg University Copenhagen, Lautrupvang 2B 2750 Ballerup, Denmark {mofu, hsh }@plan.aau.dk Abstract: The modelling of land use change is a way to analyse future scenarios by modelling different future pathways.
    [Show full text]
  • The Considered Letter
    ANNE KATRINE LUND THE CONSIDERED LETTER The considered letter Copyright Anne Katrine Lund 2014, 1st edition Idea: Post Danmark and Anne Katrine Lund Copy: Anne Katrine Lund Design and graphic layout: Anna Ellegaard Buch Translation into English was made possible by a grant from the sponsors: Global Envelope Alliance, European Federa- tion of Envelope Manufacturers and Neopost Denmark Printers: Hellbrandt A/S Trykcenter Printed in Denmark 2014 ISBN 978-87-89299-43-3 Mechanical, photographic or other reproduction or copying from this book or parts thereof is not permitted without the publisher’s written consent in accordance with Danish copyright law. THE CONSIDERED LETTER TABLE OF CONTENTS FOREWORDS 7 CHAPTER 3 DEAR PATIENT, RELATIVE AND CITIZEN IN THE REGION 28 THE END THAT NEVER CAME 11 > An unexploited potential 29 > Expected and welcome – Region Hovedstaden 33 CHAPTER 1 THE SITUATION OF THE PHYSICAL LETTER IN THE DIGITAL AGE 12 > A vibrant paper dinosaur 13 CHAPTER 4 KIND REGARDS, YOUR MUNICIPALITY 36 > From the ordinary to the extraordinary and the special to the > Letters in a new guise 38 15 peculiar > The letter as an Achilles’ heel 38 18 > My dear friend > Letters will stand out 40 > When letter quality has to be improved – Stevns Kommune 43 CHAPTER 2 KIND REGARDS, THE STATE 21 > New construction – Banedanmark 25 CHAPTER 5 DEAR CUSTOMER – THE BUSINESS LETTER 46 CHAPTER 6 WHEN THE LETTER IS BEST 56 > A surplus channel 47 > Establishing positive contact 57 > Letters are important in terms of experience and reputation 48 > Welcome
    [Show full text]
  • Art · History · UNESCO World Heritage · National Park Active in Nature · Experiences · the Danish Riviera
    2020 Culture · Art · History · UNESCO World Heritage · National park Active in nature · Experiences · The Danish Riviera ELSINORE · FREDENSBORG · HILLERØD · GILLELEJE · HUNDESTED Tisvildeleje · Nivå · Esrum · Liseleje · Humlebæk · Hørsholm · Dronningmølle Rungsted · Torup · Helsinge · Frederiksværk · Rågeleje · Hornbæk E Gilleleje Smidstrup Dronningmølle Rågeleje Hornbæk E E Vejby E Hellebæk Tisvildeleje Græsted Esrum Helsingborg Helsingør/ Elsinore Helsinge Liseleje Esrum Sø Snekkersten Melby E E Torup E Hundested Frederiksværk Fredensborg Arresø Humlebæk Rørvig Lynæs Hillerød Nivå Ølsted Sejerø Bugt Nykøbing Bugt Hørsholm Frederikssund Lammefjorden E E Roskilde O E E Fjord København/ Copenhagen E Roskilde E E E Københavns Lufthavn/ Malmö CPH Airport E E E E E E E km E E E E Welcome to North Sealand This year our tourist magazine is pub- make a lasting impression. For centuries, to enjoy the waves or find time for tran- lished with five different covers, show- North Sealand has served as a sanctuary quility and reflection. For more than a casing the DNA of North Sealand. The for Danish kings. It served as an area for hundred years, since the days of below- coast. The nature. The history. The hunting, relaxation, and leisure activi- knee bathing suits, The Danish Riviera is culture. North Sealand offers undiluted ties. The spectacular royal castles lead you famous for its beautiful coastline and has experiences and memories that will last a inside a world of pomp and splendour, been an all-time favourite holiday desti- lifetime. It offers time and space to enjoy offering dramatic tales of the rice and fall nation. Find time to unwind at one of the life, to become wiser, to unwind, to re- of power.
    [Show full text]
  • What Makes a Climate Adaptation Frontrunner?
    Aalborg University Copenhagen th Semester: Sustainable Cities 4 semester Aalborg University Copenhagen A.C. Meyers Vænge 15 2450 København SV Project title: What makes a climate adaptation frontrunner? Summary: The increased flood experiences in Denmark have led to the The municipal transition towards demand of municipal climate adaptation plans. The thesis focuses successful climate adaptation on the municipalities' experiences with their climate adaptation plan and a frontrunner municipality's management of the climate Project period: adaptation transition through Loorbach's Transition Management Feb. 2nd 2015 – June 3rd 2015 theory. The goal of the thesis is to provide the Danish municipalities with a framework to use through the adaptation transition. Semester theme: The following research questions are formulated to clarify this: How Master’s Thesis well are the municipalities within the Capital Region of Denmark planning their actions in the climate adaptation plan; and how have the water utility, companies, citizens, and housing associations been mobilised and utilised through governance activities by a frontrunner municipality in the transition towards successful climate adaptation actions? Finally, what characterises a frontrunner municipality in relation to climate adaptation actions? Supervisor: Sanne Vammen Larsen A comparative evaluation analysis through ten indicators makes it possible to score the adaptation actions within the climate adaptation plan for the 29 municipalities within the Capital Region. Group members: Five
    [Show full text]