THMGT201-19T (HAM)

Visitor Experiences

15 Points

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Division of Management
School of Management and Marketing

Staff

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Convenor(s)

Lecturer(s)

Administrator(s)

: fmostafa@waikato.ac.nz
: helena.wang@waikato.ac.nz
: lori.jervis@waikato.ac.nz

Placement Coordinator(s)

Tutor(s)

Student Representative(s)

Lab Technician(s)

Librarian(s)

: nat.enright@waikato.ac.nz

You can contact staff by:

  • Calling +64 7 838 4466 select option 1, then enter the extension.
  • Extensions starting with 4, 5, 9 or 3 can also be direct dialled:
    • For extensions starting with 4: dial +64 7 838 extension.
    • For extensions starting with 5: dial +64 7 858 extension.
    • For extensions starting with 9: dial +64 7 837 extension.
    • For extensions starting with 3: dial +64 7 2620 + the last 3 digits of the extension e.g. 3123 = +64 7 262 0123.
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Paper Description

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In many ways the visitor or tourist experience lies at the heart of tourism, as both a social phenomenon and as an industry. People travel in search of experiences that lie outside of their daily lives, and hence the creation of satisfactory experiences determines the success of a destination and its ability to reap the benefits of tourism. Increasingly people are becoming experienced travellers and are more demanding, even as they grow in numbers. Those demands relate to personal enjoyment and enhancement, and additionally, at least for some, assurances that their travels are also sustainable from the environmental and social perspectives, as well as the economic. In addition, each component in the chain of events that create a holiday have their role to play in the overall assessments made of holidays. Thus, for example, the enjoyable time spent on holiday can be brought to naught by the delayed flight home, the loss of baggage and non-performance by the airline. Visitors experience their holidays in both a sequential and gestalt manner, which is why, as we will discover, visit experiences are complex and often difficult to manage.

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Paper Structure

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This paper will be taught through a twice weekly two-hour lecture plus 2 hours of project-based research project work per week or tutorial. The project based work will require off campus projects. However, the distinction between projects and tutorials will be blurred as students will be asked at various times to complete in-class exercises as part of the time-tabled sessions.

As the paper is organised in an interactive way, students are highly encouraged to engage in thematic discussions and contribute to the discussions or presentations. At the same time, personal travel experiences and observations of visitor experience management will be asked for, and students are supposed to share with the class some of their exeriences - the purpose of which will be to illustrate some of the theories we are covering in this paper.

To fully understand the visitor experience visitors need to be interviewed or surveyed. Thus, students are required to conduct fieldwork in a tourism context, which allows them to interact with the "real" visitors, and experience the "visitor experience" themselves. Meanwhile, students also need to prioritise the weekly reading work, making sure that this is completed before each class.

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Learning Outcomes

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Students who successfully complete the course should be able to:

  • Visitor Experiences - purpose of the course:

    The purpose of this course is to provide both a holistic and particularistic understanding of the issues pertaining to visitor experiences by reference to conceptual and practical measures.

    Students will understand

    1. The temporal and spatial nature of holidays as comprising a sequence of events, each of which is dependent upon the other in the creation of experience
    2. The nature and importance of motives for travel as not only creating demand but also establishing criteria by which experiences are evaluated
    3. The psychological nature of holiday experience by reference to theories of flow, self-fulfillment, self-actualisation and recreation and leisure

    Students who successfully complete the course should be able to

    1. Apply psychological theories of motivation to the design of holiday experiences
    2. Be able to devise modes of measurement that can evaluate tourism satisfaction
    3. Be able to assess the contribution of tangible components to the intangible nature of holiday experiences, both generally and with reference to specific forms of holidaying experiences
    Linked to the following assessments:
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Assessment

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Three formal pieces of written work are required. One is in the form of a formal essay, and the second is a critique of an article - which article is to be drawn from a list of five. That is, you just select one of five articles to critique. The third is in the form of a report which will be based upon data that the class will generate from a survey.

The fourth piece of work will relate to the creation of a Youtube clip of about 2 to 3 minutes duration, and which should seek to show in visual form the nature of a tourist experience in the Waikato. In the past, this has been quite a popular activity and on occasion, videos are forwarded to the attractions or companies (or the RTO) concerned - and might actually be incorporated into promotional materials.

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Assessment Components

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The internal assessment/exam ratio (as stated in the University Calendar) is 100:0. There is no final exam. The final exam makes up 0% of the overall mark.

The internal assessment/exam ratio (as stated in the University Calendar) is 100:0 or 0:0, whichever is more favourable for the student. The final exam makes up either 0% or 0% of the overall mark.

Component DescriptionDue Date TimePercentage of overall markSubmission MethodCompulsory
1. Essay 1
22 Nov 2019
6:00 PM
25
  • Online: Submit through Moodle
2. Critique of an article
6 Dec 2019
5:30 PM
25
  • Online: Submit through Moodle
3. Creation of a video
13 Dec 2019
5:00 PM
25
  • Email: Lecturer
4. Report
20 Dec 2019
5:00 PM
25
  • Online: Submit through Moodle
Assessment Total:     100    
Failing to complete a compulsory assessment component of a paper will result in an IC grade
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Required and Recommended Readings

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Required Readings

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The required readings are found for each week in the schedule of topics.
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Recommended Readings

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Ryan, C. (2002). The tourist experience (2nd ed.). London: Continuum.

Sharpley, R., Stone, R., & Philip R. (2012). Contemporary tourist experience: Concepts and consequences (Advances in Tourism)New York: Routledge.

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Other Resources

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IMPROVING THE VISITOR EXPERIENCE AT NATIONAL PARKS

https://oversight.house.gov/hearing/improving-visitor-experience-national-parks/

The Journey from Customer Care to Visitor Experience

https://www.youtube.com/watch?v=K4d5fizgr2M

VR Trends in Tourism; Interview and hands on: Henry Stuart - Visualise- WTM 2016

https://www.youtube.com/watch?v=cFfbR7B9U5Q&list=PLhVZKgyRW42sJrFnMtysOgOoHVtJhqcMy&index=42

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Online Support

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Students have access to the teaching and learning resources via Moodle
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Workload

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Students who have registered for this 15-point paper are expected to spend 150 hours studying, including lecture and seminar time.
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