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.
DOCUMENT
Toerisme is de afgelopen jaren zeer snel gegroeid en deze toename lijkt alleen maar sterker te worden. Hoewel deze ontwikkeling kan bijdragen aan economische groei, brengt ze ook nadelen met zich mee, vaak als overtoerisme aangeduid. Het project Smart City Hospitality heeft de stedelijke toerismeproblematiek geanalyseerd en een serious game ontwikkeld om belanghebbenden samen te laten refl ecteren. Gezamenlijke beleidsontwikkeling is nodig, maar is een proces van lange adem aangezien mensen snel terug lijken te vallen in oude patronen.
DOCUMENT
This paper introduces the Smart City Hospitality Framework, which could serve as the foundation for a destination-design-driven approach to urban tourism governance and dealing with overtourism issues. This conceptual framework is purposely designed to stimulate collaborative (informed) reflections on overtourism and urban tourism development that could support system analyses, problem structuring and development of transition agendas and pathways within the context of turning urban tourism into a transition arena that contributes to setting in motion a sustainability transition at city level. It merges the dimensions of sustainable development (environmentally responsible and equitable economic development) and city hospitality (the extent to which the city acts as a good ‘host’ to all its ‘guests’, including residents and businesses). Resilience resides at its centre to highlight the temporal aspects of these dimensions, and their interdependencies. To show how this framework can serve as the foundation for destination design efforts in practice, a short description of (experiences with) serious game-playing sessions that employ its logic in six European cities is provided.
LINK
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?
LINK
DOCUMENT
Purpose: This study, a conceptual paper, analyses the growth of curation in tourism and hospitality and the curator role in selecting and framing products and experiences. It considers the growth of expert, algorithmic, social and co-creative curation modes and their effects. Design/methodology/approach: Narrative and integrative reviews of literature on curation and tourism and hospitality are used to develop a typology of curation and identify different curation modes. Findings: Curational techniques are increasingly used to organise experience supply and distribution in mainstream fields, including media, retailing and fashion. In tourism and hospitality, curated tourism, curated hospitality brands and food offerings and place curation by destination marketing organisations are growing. Curation is undertaken by experts, algorithms and social groups and involves many of destination-related actors, producing a trend towards “hybrid curation” of places. Research limitations/implications: Research is needed on different forms of curation, their differential effects and the power roles of different curational modes. Practical implications: Curation is a widespread intermediary function in tourism and hospitality, supporting better consumer choice. New curators influence experience supply and the distribution of consumer attention, shaping markets and co-creative activities. Increased curatorial activity should stimulate aesthetic and stylistic innovation and provide the basis for storytelling and narrative in tourism and hospitality. Originality/value: This is the first study of curational strategies in tourism and hospitality, providing a definition and typology of curation, and linking micro and macro levels of analysis. It suggests the growth of choice-based logic alongside service-dominant logic in tourism and hospitality.
MULTIFILE
DOCUMENT
