Urban tourism increasingly focuses on the role of hospitality in cities, evolving from a means to strengthen tourism as a ‘product’, towards a focus on tourism as an opportunity for revitalization and transformation of destinations. In this context, cities are considered dynamic communities in which ‘hosts’ (entrepreneurs, residents, municipalities) and ‘guests’ (visitors, tourists) co-habitate and co-create multisensorial experiences. This shift in focus comes hand in hand with increasing awareness of competitiveness and sustainability of destinations, expressed by a harmonious relationship between city residents and visitors and a balanced usage of the city as a shared resource. This is of great importance, given the intense usage of urban spaces – the city center of Amsterdam being an illustrative example – and the multiple purposes that these spaces represent for different stakeholders. This paper presents the outcome of a review study into city hospitality experience indicators. We integrate these indicators as a basis for the development of a new scale for measuring the effectiveness of hospitality interventions in relation to outcome variables such as satisfaction and net promotor score (NPS). We thereby provide an important means for scholars and practitioners to develop sustainable tourism actions inclusive of local community interests, in support of efforts toward more balanced city experiences among all stakeholders.
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Lectorale rede van Thomas Thijssen, uitgesproken op donderdag 18 november 2010.Bijten of versterken Hospitality en Business elkaar?
MULTIFILE
Many cities are facing challenges in finding an equilibrium in the use of urban consumption spaces. Urban consumption spaces comprise different sociospatial relationships, bringing together work, consumption, recreation and habitation in a delimited area within the city. This mixed character is a potential source of creative urban quality, but this quality is not always realized, leading to on the one hand 'overheating' in some urban consumption spaces faced with excessive, imbalanced usage, and on the other ‘undercooling’, with declining visitors and vacant lots. We focus on Amsterdam as our living lab, in our aim to develop a new perspective toward reinstating the sociospatial relationships between local community stakeholders and to restore the equilibrium of Amsterdam city center as an urban consumption space. In doing so, we address the research question How do residents, entrepreneurs and visitors perceive ‘hospitality’ in their lived-in experience of Amsterdam as urban consumption space, and how does this contribute to community connectedness?
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The IMPULS-2020 project DIGIREAL (BUas, 2021) aims to significantly strengthen BUAS’ Research and Development (R&D) on Digital Realities for the benefit of innovation in our sectoral industries. The project will furthermore help BUas to position itself in the emerging innovation ecosystems on Human Interaction, AI and Interactive Technologies. The pandemic has had a tremendous negative impact on BUas industrial sectors of research: Tourism, Leisure and Events, Hospitality and Facility, Built Environment and Logistics. Our partner industries are in great need of innovative responses to the crises. Data, AI combined with Interactive and Immersive Technologies (Games, VR/AR) can provide a partial solution, in line with the key-enabling technologies of the Smart Industry agenda. DIGIREAL builds upon our well-established expertise and capacity in entertainment and serious games and digital media (VR/AR). It furthermore strengthens our initial plans to venture into Data and Applied AI. Digital Realities offer great opportunities for sectoral industry research and innovation, such as experience measurement in Leisure and Hospitality, data-driven decision-making for (sustainable) tourism, geo-data simulations for Logistics and Digital Twins for Spatial Planning. Although BUas already has successful R&D projects in these areas, the synergy can and should significantly be improved. We propose a coherent one-year Impuls funded package to develop (in 2021): 1. A multi-year R&D program on Digital Realities, that leads to, 2. Strategic R&D proposals, in particular a SPRONG/sleuteltechnologie proposal; 3. Partnerships in the regional and national innovation ecosystem, in particular Mind Labs and Data Development Lab (DDL); 4. A shared Digital Realities Lab infrastructure, in particular hardware/software/peopleware for Augmented and Mixed Reality; 5. Leadership, support and operational capacity to achieve and support the above. The proposal presents a work program and management structure, with external partners in an advisory role.
Client: ERA-NET Cofund Smart Cities and Communities, JPI Urban EuropeUrban tourism generates income for cities and create opportunities for its businesses and employment for its residents. However, it can also lead to overcrowding, pollution, noise and numerous other problems, thus reducing quality of life for residents and other local stakeholders and potentially leading to public discontent. This project introduces SCITHOS as a concept that consists of guidelines and tools to help cities find solutions to make the transition towards environmentally and socially responsible urban tourism that simultaneously contributes to long-term prosperity.Within SCTHOS this is done by combining hospitality principles, simulation tools, apps and serious gaming techniques to support policymakers and other stakeholders in generating collaborative deep reflections about barriers to sustainable urban tourism and the need for transition or adaptation strategies. The project supports the assessment of intervention strategies based on an interactive simulation-supported multi-stakeholder approach that triggers social learning and behavior change, while stimulating shared governance and smart citizenship.Guidelines/ tools and the full concept are developed through a series of living labs and field experiments in participating cities. What is more, a Smart City Hospitality network is set up to ensure accessibility to this concept, including all tools and experiences with using them. The final results of the projects are presented 10 and 11 September 2019 in Vienna, as a pre-session to the popular annual Tourism conference (TOURMIS).
TOURBAN objective is to spearhead a transnational and cross-sectoral movement towards tourism sustainability in urban areas across Europe, leveraging SME capacities and skills to uptake best practices and develop innovative solutions that make them both more sustainable and competitive. It will do so by tackling current urban tourism challenges in an era of increasing tourism visitor pressure, acting in European cities such as Amsterdam, Barcelona, Copenhagen, Dubrovnik, Kiel, Budapest and Tallinn. To achieve the objective, TOURBAN will share knowledge on sustainability strategies and the advantages of adopting sustainable solutions and practices, including EU/internationally recognised certificates and labels (e.g. EU Eco Label, EMAS) and circular economy models. These will be based on case studies and stories from SMEs and other frontrunners in sustainability.The project will share this practical knowledge through highly interactive training workshops and peer-to-peer sessions. Another core element of the project is cross-sector knowledge exchange and collaboration. In addition, more intensive support services will be delivered so that the tourism SMEs can effectively adopt sustainability strategies and seek additional financing. In this, financial support will be provided on the basis of a selection process under a competitive Call for Proposals launched by the Sustainable Urban Tourism Acceleration Programme. In this action, TOURBAN will engage around 70 SMEs from 7 different countries (NL, ES, DK, HR, DE, HU and EE) in a 12-month programme. To drive successful outcomes, the partnership gathers expertise in a wide range of topics related to tourism sustainability and can draw on years of practical experience in incubation, acceleration and SME developmentPartners:Breda University of Applied Sciences (Breda - The Netherlands), Barcelona Chamber of Commerce (Barcelona - Spain), B. Link Barcelona Strategic Projects (Barcelona - Spain), The Institute for Tourism Research in Northern Europe (Kiel - Germany), Estonian Chamber of Commerce and Industry (Tallinn - Estonia), City of Dubrovnik Development Agency (Dubrovnik - Croatia), Creative Business Network (Copenhagen - Denmark), VIMOSZ Hungarian Hospitality Employers’ Association (Budapest - Hungary).
