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Visitor Management in Tourism Destinations CABI Series in Tourism Management Research VISITOR MANAGEMENT IN TOURISM DESTINATIONS CABI Series in Tourism Management Research General Editors: Professor Eric Laws, Professor of Tourism, Siam University, Bangkok Professor Noel Scott, Griffith Institute for Tourism, Griffith University, Australia Since the mid-20th century, modern tourism has grown rapidly in extent and diversity, be- coming increasingly competitive and volatile as it is impacted by climate change, new technolo- gies, changing distribution systems and the opening of new markets. As a result, governments, tourism destinations and businesses need to improve their management capability and adopt best practices to survive. The purpose of this series is to provide tourism managers, administra- tors, specialists and advanced students with state-of-the-art research and strategic knowledge to enable them to thrive in dynamic and unpredictable environments. Contributions are based on critical and interdisciplinary research that combines relevant theory and practice, while pla- cing case studies from specific destinations into an international context. The series presents research on the development and diffusion of best practice in business and destination man- agement that fulfils the objective of environmental, sociocultural and economic sustainability at both the local and global scale. The cover design for this series depicts a generalized mosaic composed of many tiles. Metaphorically, this illustrates our philosophies that while the various elements of tourism require specific study, it is the overall picture that is most significant, and that tourism is a very dynamic, complex and evolving industry. This series seeks to build a coherent approach to future tourism research through each individual title. Titles available 1. Tourism Crisis and Disaster Management in the Asia-Pacific Edited by Brent W. Ritchie and Kom Campiranon 2. Destination Competitiveness, the Environment and Sustainability: Challenges and Cases Edited by Andres Artal-Tur and Metin Kozak 3. Visitor Management in Tourism Destinations Edited by Julia N. Albrecht 4. Sustainable Island Tourism: Competitiveness and Quality of Life Edited by Patrizia Modica and Muzzafer Uysal VISITOR MANAGEMENT IN TOURISM DESTINATIONS Edited by Julia N. Albrecht University of Otago, Dunedin, New Zealand CABI is a trading name of CAB International CABI CABI Nosworthy Way 745 Atlantic Avenue Wallingford 8th Floor Oxfordshire OX10 8DE Boston, MA 02111 UK USA Tel: +44 (0)1491 832111 Tel: +1 (617)682-9015 Fax: +44 (0)1491 833508 E-mail: [email protected] E-mail: [email protected] Website: www.cabi.org © CAB International 2017. All rights reserved. No part of this publication may be reproduced in any form or by any means, electronically, mechanically, by photocopying, recording or otherwise, without the prior permission of the copyright owners. A catalogue record for this book is available from the British Library, London, UK. Library of Congress Cataloging-in-Publication Data Names: Albrecht, Julia N., editor. Title: Visitor management in tourism destinations / edited by Julia N. Albrecht, University of Otago, Dunedin, New Zealand. Description: Boston, MA : CABI, 2016. | Series: CABI series in tourism management research | Includes bibliographical references and index. Identifiers: LCCN 2016022771| ISBN 9781780647357 (hbk : alk. paper) | ISBN 9781780647371 (epub) | ISBN 9781780647364 (ePDF) Subjects: LCSH: Tourism--Management. Classification: LCC G155.A1 V58 2016 | DDC 910.68--dc23 LC record available at https://lccn.loc.gov/2016022771 ISBN-13: 978 1 78064 735 7 Commissioning editor: Claire Parfitt Editorial assistant: Emma McCann Production editor: Lauren Povey Typeset by SPi, Pondicherry, India. Printed and bound in the UK by CPI Group (UK) Ltd, Croydon, CR0 4YY. Contents Contributors vii PART I INTRODUCTION AND FOUNDATION 1 Introduction to Visitor Management in Tourism Destinations 3 Julia N. Albrecht 2 Destination Management and Visitor Management: Non-convergent Literatures but Complementary Activities and Issues 9 Douglas G. Pearce 3 Meeting the Challenge of Managing Visitor Experiences at Tourism Attractions 22 Paul Taylor, Warwick Frost and Jennifer Laing 4 The Social and Political Dimensions of Visitor Management: Rural Home-based Accommodations 33 Najmeh Hassanli PART II CRITICAL CONCEPTS IN VISITOR MANAGEMENT 5 Indicators and Standards-based Visitor Management Frameworks in Achieving Sustainability at Cultural Heritage Sites 45 Mohammad Alazaizeh and Jeffrey Hallo 6 Managing Nature-based Visitors’ Perceived Service Quality, Satisfaction and Future Behaviour Intention 59 Joohyun Lee and Brijesh Thapa v vi Contents 7 The Relevance of Visitors’ National Park Affinity for Effective Visitor Management in Protected Areas 75 Jannes Bayer, Astrid Fehringer, Günther Lehar, Florian Jurgeit and Theresa Leitner PART III CURRENT ISSUES IN VISITOR MANAGEMENT 8 Visitor Monitoring in the Tapajós National Forest, Brazil 91 Jasmine C. Moreira and Robert C. Burns 9 Tourist Behaviour, Vandalism and Stakeholder Responses 102 Abhishek Bhati and Philip Pearce 10 Augmented Reality Application to Museum Visitor Experiences 117 Azizul Hassan and Haywantee Ramkissoon PART IV THE STATE OF THE ART IN GUIDING AND INTERPRETATION 11 Strategies for Successful Interpretation Techniques in Visitor Attractions: The Operationalization of Guided Tours in Museums 131 Marília Durão and Maria João Carneiro 12 Using Heritage Interpretation to Manage Film-induced Tourism at Heritage Visitor Attractions 146 Justyna Bakiewicz, Anna Leask, Paul Barron and Tijana Rakic 13 Theories of Learning and their Application in Interpretation 159 I-Ling Kuo 14 Critical Reflections on the Role of Interpretation in Visitor Management 170 Gianna Moscardo PART V CONCLUSION 15 Current Knowledge and Future Research Directions in Visitor Management 191 Julia N. Albrecht Index 197 Contributors Mohammad Alazaizeh, Department of Travel and Tourism Management, Faculty of Tourism and Hospitality, The University of Jordan, Aqaba 77110, Jordan. E-mail: [email protected] Julia N. Albrecht, Department of Tourism, University of Otago, Dunedin, New Zealand. E-mail: [email protected] Justyna Bakiewicz, Craiglockhart Campus, Edinburgh Napier University, Edinburgh, EH14 1DJ, UK. E-mail: [email protected] Paul Barron, Craiglockhart Campus, Edinburgh Napier University, Edinburgh, EH14 1DJ, UK. E-mail: [email protected] Jannes Bayer, MCI Tourism, Management Center Innsbruck, Universitätsstraße 15 6020 Innsbruck, Austria. E-mail: [email protected] Abhishek Bhati, James Cook University Australia Singapore Campus, 600 Upper Thomson Road, Singapore 574421. E-mail: [email protected] Robert C. Burns, West Virginia University, Division of Forestry and Natural Resources, PO Box 6125, Morgantown, WV 26506-6125, USA. E-mail: robert.burns@ mail.wvu.edu Maria João Carneiro, DEGEIT (Department of Economics, Management, Industrial Engineering and Tourism), Universidade de Aveiro, 3810-193 Aveiro, Portugal. E-mail: [email protected] Marília Durão, DEGEIT (Department of Economics, Management, Industrial Engineering and Tourism), Universidade de Aveiro, 3810-193 Aveiro, Portugal. E-mail: [email protected] Astrid Fehringer, MCI Tourism, Management Center Innsbruck, Universitätsstraße 15 6020 Innsbruck, Austria. E-mail: [email protected] Warwick Frost, Department of Management and Marketing, La Trobe University, Martin Building, Bundoora Victoria 3086, Australia. E-mail: [email protected] Jeffrey Hallo, Department of Parks, Recreations and Tourism Management, Clemson University, 280B Lehotsky Hall, Clemson, SC 29634, USA. E-mail: [email protected] vii viii Contributors Azizul Hassan, Cardiff School of Management, Cardiff Metropolitan University, Cardiff, UK. E-mail: [email protected] Najmeh Hassanli, University of Technology Sydney, Australia. E-mail: najmeh. [email protected] Florian Jurgeit, Hohe Tauern National Park, Regional Government of Tyrol Kirchplatz 2, 9971 Matrei in Osttirol, Austria. E-mail: [email protected] I-Ling Kuo, Avenue De Merode 104, 1330 Rixensart, Belgium. E-mail: iling.kuo@ gmail.com Jennifer Laing, Department of Management and Marketing, La Trobe University, Martin Building, Bundoora Victoria 3086, Australia. E-mail: jennifer.laing@ latrobe.edu.au Anna Leask, Craiglockhart Campus, Edinburgh Napier University, Edinburgh, EH14 1DJ, UK. E-mail: [email protected] Joohyun Lee, University of Florida, Department of Tourism, Recreation and Sport Management, Gainesville, Florida, USA. E-mail: [email protected] Günther Lehar, MCI Tourism, Management Center Innsbruck, Universitätsstraße 15 6020 Innsbruck, Austria. E-mail: [email protected] Theresa Leitner, MCI Tourism, Management Center Innsbruck, Universitätsstraße 15 6020 Innsbruck, Austria. E-mail: [email protected] Jasmine C. Moreira, Ponta Grossa State University, Departamento de Turismo, Pca Santos Andrade, 01, Ponta Grossa, 84100-000, Parana, Brazil. E-mail: [email protected] Gianna Moscardo, College of Business, Law and Governance, James Cook University, Townsville, Queensland 4811, Australia. E-mail: gianna.moscardo@ jcu.edu.au Douglas Pearce, School of Management, Victoria University of Wellington, PO Box 600 Wellington, New Zealand. E-mail: [email protected] Philip Pearce, Faculty of Law, Business and the Creative Arts, James Cook University, Townsville, Queensland 4811, Australia. E-mail: [email protected] Tijana Rakic, Darley Road School of Sport and Service Management, University
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