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  • 1. Nordin, Sara
    et al.
    Volgger, Michael
    Curtin University, Perth, WA, Australia; Catholic University of Eichstätt-Ingolstadt, Ingolstadt, Germany.
    Gill, Alison
    Simon Fraser University, Burnaby, Canada.
    Pechlaner, Harald
    Curtin University, Perth, WA, Australia; Eurac Research, Italy; Catholic University of Eichstätt-Ingolstadt, Ingolstadt, Germany.
    Destination governance transitions in skiing destinations: A perspective on resortisation2019In: Tourism Management Perspectives, ISSN 2211-9736, E-ISSN 2211-9744, Vol. 31, p. 24-37Article in journal (Refereed)
    Abstract [en]

    While destination governance has grown into a mature research field, the dynamic analysis of destination governance transitions remains in its infancy. Therefore, this paper analyses and compares the destination governance transitions in the successful skiing destinations of Åre (Sweden), Whistler (Canada) and Dolomites (Italy). This multiple case study unveils development patterns in governance transitions and investigates the factors that trigger such transitions. In particular, the paper investigates whether leading skiing destinations get increasingly corporatised and ‘resortisised’. It also scrutinises what could trigger processes of ‘resortisation’ and focuses on the impact of crises. The study finds that governance is an adaptive phenomenon that transforms over time, but no strictly uniform transition pattern is detected. While differences arise from varying starting conditions and crises, the commonality is to be found in an apparent convergence of destination governance towards an intermediate stage of ‘socially licensed resorts’ with a minimum of community acceptance. 

  • 2.
    Yachin, Jonathan Moshe
    Mid Sweden University, Faculty of Human Sciences, Department of Tourism Studies and Geography. Dalarna University.
    The 'customer journey': Learning from customers in tourism experience encounters2018In: Tourism Management Perspectives, ISSN 2211-9736, E-ISSN 2211-9744, Vol. 28, p. 201-210Article in journal (Refereed)
    Abstract [en]

    For micro-tourism firms, customers are a readily-accessible and highly important knowledge source that often remains unutilised. This study explores firm–customer encounters along the customer journey as learning opportunities. Based on data collected through participant observations, interviews and a review of user-generated content, this case study provides an in-depth look into the customer journey, with a Swedish micro-tourism firm. The findings suggest that the possibility to generate knowledge about experiential purposes is conditioned by the firm's ability to bestow encounters with an experience-like quality and promote the customers' transformation into participants. This is facilitated by involving customers, adopting an experiential discourse and utilising in-situ supporting moments to socialise. Firms can also learn about customers' subjective perception of value from user-generated content. The study concludes that in the context of learning from customers, small size provides micro-tourism firms with an opportunity to engage in personal relationships with their customers.

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