Browsing by Person "Mitsche, Nicole"

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A benchmarking framework for eTourism capability of destinations' industries
(2014-08) Reino, Sofia; Frew, Andrew J.; Mitsche, Nicole
Purpose - This paper aims to provide a framework for benchmarking the eTourism capability of a destination's tourism industry, understanding the eTourism capability of a destination's industry as the contribution that the information and communication technologies (ICT) uptake of that industry makes to its own performance. The impact of ICT in tourism has been suggested through extensive research. Previous work has urged the development of wide-angle studies to enable benchmarking of destinations and their industries. However, relevant research is limited. Macro-level studies in the area tend to focus on a single aspect of technology to evaluate adoption, are not sector-specific nor take into consideration the different levels of contribution that systems may bring to performance. Design/methodology/approach - A review of the literature on tourism, eTourism, benchmarking and technology adoption provided the baseline for developing this benchmarking tool. Findings - The literature supported the selection of key tourism industry sectors, i.e. accommodation establishments, visitor attractions and food and beverage; the most suitable methodology, i.e. intermediary performance measures; and the business characteristics that need being taken into consideration when assessing ICT adoption by tourism businesses, e.g. size, type of establishment and area of location. Research limitations/implications - The framework has not been tested yet. It is based on a review of the literature and needs to be validated through primary research. The framework was developed based on the context of Scotland. Further work should be done to adjust the framework to other destinations worldwide. Practical implications - The framework enables destinations to benchmark the eTourism capability of their industries. Originality/value - It provides a comprehensive framework for benchmarking tourism destinations' industries, which takes into consideration elements of technology adoption, the characteristics of the tourism industry and the particularities of the different ICT elements. Emerald Group Publishing Limited.
Enhancing Cultural Tourism e-Services through Heritage Interpretation
(Springer, 2008) Mitsche, Nicole; Reino, Sofia; Knox, Dan; Bauernfeind, Ulrike
Cultural heritage is a main contributor to tourism development. These two activities heavily rely on the communication process for attracting visitors and to provide them with a satisfactory experience, which can be enhanced through effective heritage interpretation. This paper argues that there are opportunities for the application of e-Services in the delivery of heritage interpretation through the Internet – optimising results for the fulfilment of both marketing and interpretation purposes. This paper investigates visitor satisfaction with museums and explores the use of e-Services for both cultural attraction operators and destination managers over a two-stages empricical research. On one side, this study identifiesthe contribution of heritage interpretation practices to the overall visitor satisfaction in museums. On the other side, it evaluates the current integration of e-Services in cultural attractions and destination websites. The results are integrated and developed into practical industry implications both for cultural attractions and destination website development
The Contribution of Technology-Based Heritage Interpretation to the Visitor Satisfaction in Museums
(Springer, 2007) Reino, Sofia; Mitsche, Nicole; Frew, Andrew J.
The tradition of heritage interpretation is moving away from purely conservational and educational goals to an entertainment- and experience-oriented interpretative provision. New technologies are gaining prominence in museums to enhance visitors' mindfulness, subsequent learning outcomes and satisfaction. Extant research literature reflects technology-based heritage interpretation; however, such studies implement predetermined outputs which have never been tested by the demand side. This paper seeks to assess technology-mediated heritage interpretation, merging both theory from the museums management and customer satisfaction literatures, and applying Importance-Performance Analysis. Results reveal that new technology does not represent a substitute for other interpretative applications. Its appropriate use in those museums with a traditional interpretative layout enhances displays multisensory provision and visitors perceived interactivity. The use of technology is more appreciated in traditional museums than in those with live interpretation.