Thesis (M.Ed. (Educational Management))--Mahidol University, 2007. / LICL has E-Thesis 0023 ; please contact computer services.

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There has been a considerable debate in recent years about the 'fit' between hospitality management education and the needs of the hospitality and tourism industries, with allegations of disproportionate 'wastage' of vocationally labour market entrants to other sectors of the economy. This study began by outlining the evolution of hospitality education in the UK. The study then reviewed models of vocational education and discussed their relevance to hospitality management education. A discussion of the effects of political, industrial and educational debate has been included. A case study has provided an historical review of the evolution of the BA Honours Degree in Hospitality Business Management in an important FHE college, which is the largest single provider of hospitality education in the UK. The study goes on to highlight the transition of graduates into the workplace from 1992 to the present time. The first sections of the study were completed using exhaustive secondary research carried out using all of the library resources at my disposal. The case study was achieved using primary research techniques of questionnaire and follow-up interviews with the graduates and with senior programme administrators from the college. Use of the Dillman (1977) method ensured an exceptionally high response rate to the questionnaire, although it is probably true that my power-distance relationship with the respondents also had a positive effect on the response rate. The researcher also believes that the responses received from the graduates truthfully reflected their views on the questions asked. The final section of this dissertation discusses and analyses the results of the primary research and this is the major innovative part of the work. During the course of the research, a number of themes emerged, and the discussion is aligned with these themes, providing a framework for the analysis. The content of the courses, comprising the four-year programme were generally seen as appropriate by the respondents. However, a number of possible changes were identified which might improve the programme. One surprising result was that it emerged that no change would be needed to fit graduates for the industry for the next decade. A second surprise was the low ranking given to information technology and numeracy by the respondents. This must surely be a misconception by the graduates and this finding is in need of further research. The term 'graduateness' was generally little understood by the respondents. However, once they were familiarised by the meaning underpinning the term, they did comprehend that graduate skills were of considerable importance. Indeed their understanding of graduate skills related very closely to those defined NAB (1986). However, the discussion of their evaluation of numeracy has already been outlined. Not surprisingly, there was considerable overlap between discussion of course content and teaching methods. However, it is important to mention that one of the main issues arising was that of the use of information technology and multimedia in course delivery. This research has found that these methods are seen to be of growing importance for communication and dissemination of information between students. industrialists and educationalists in the hospitality industry, being a truly world-wide industry. One major area of discussion which has arisen in my research is the industrial placement experience. An important finding has been that despite whether the students had received a successful industrial placement experience or not, almost all agreed that industrial placement experience was an essential component of the programme. In fact the research identified that industrial placement is so important, that the government should consider funding research to investigate the value added to students on vocational programmes, with a view to extending the benefits to other subject areas before they undertake primary cost reduction by cutting funding for industrial placement in hospitality management programmes. With regard to employment issues, there were three issues that arose. First, the changing character of the hotel industry, which is likely to provide less opportunity for management development for graduates. Nevertheless, the research identified despite this trend that a very large percentage of graduates were still finding employment in hotels at the present time. Second, the limited language skills of UK graduates, which the research considers as an important negative factor for UK graduates in a time of globalisation and EU aggregation. Finally, UK educational institutions depend to some extent upon recruitment of students from overseas (full fee paying). The recessionary developments in the global economy, especially in the Far East, should give cause for some alarm by UK universities and colleges in this respect.

Made available in DSpace on 2014-12-17T15:51:30Z (GMT). No. of bitstreams: 1 EdileneAP_DISSERT.pdf: 1576797 bytes, checksum: da9667804479ca5f2c206efeb3247a39 (MD5) Previous issue date: 2012-04-11 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / The process of development of any area is closely linked to teaching and research, and in Tourism it is not different. Thus, in this area in which service is one of the factors intrinsically related to its success , it is observed the need for people with deep and critical training in the various aspects of this activity acting in this sector. However, we can see the existence of some differences between what is offered by the academy from what is required by the market. Therefore, the objective of this research is to verify the relationship between higher education in Tourism and labor market through the perception of the bachelor in this area, graduated in Natal-RN, since it is the tourismologist who makes the link between this two fields. To know the perception of these tourismologists, it was necessary to apply a questionnaire to those ones graduated in the years 2009 and 2010. In accordance with the aim of this study, this research was exploratory-descriptive. Related to the technical procedures, it was a documentary, literature and field research. To have it analyzed, some qualitative and quantitative techniques were applied according to our specific objectives and the types of data collected, such as: content analysis, factorial analysis to synthesize the information and identify the basic dimensions that represent the different variables studied, the standard deviation to verify the variation of the responses in some items and the correlation technique that allows the analysis of the relationship between two variables. In response to the objectives proposed here, we could finally conclude that: the syllabuses of these courses are too general and the graduates themselves consider them so. It was diagnosed that the graduates 1) are mostly female, 2) a very small part of them is working in the area that they are graduated in, and 3) not all of them receive satisfactory wages which contributes to having a negative view of their degree course. Moreover, the educational institution where they studied was not a decisive factor to get a job. It was still diagnosed that most part of them do not have positive perceptions when thinking about the future of their careers as bachelors in Tourism. Many of them, including, if it was possible to change something in their careers so far, they could have chosen another college degree. It was found that, although there is a negative perception about their professional future, almost half of them believe that the course met the needs of the market. However, those ones that are not working have a more positive point of view related to the applicability of higher education. On the other hand, the other ones who already worked in this area have a more negative perception about it and do not believe that the course meets the market's needs. In summary, this study allowed the understanding of the existence of some gaps that exist between higher education in Tourism and the market needs, professionally speaking, thus contributing to the spreading of ideas on that subject for teachers, researchers and the current and future students of the area. / O processo de desenvolvimento de qualquer ?rea est? estreitamente ligado ao ensino e ? pesquisa, e no Turismo n?o ? diferente. Dessa forma, nessa ?rea na qual a presta??o de servi?os ? um dos fatores intrinsecamente relacionados ao seu sucesso , percebe-se a necessidade de pessoas com forma??o cr?tica e mais aprofundada nos diversos aspectos da atividade atuando no setor. Por?m, nota-se a exist?ncia de diferen?as entre o que ? oferecido pela academia e o que ? exigido pelo mercado. Assim sendo, constitui objetivo desta pesquisa, verificar a rela??o entre o ensino superior em Turismo e o mercado de trabalho na percep??o do bacharel na ?rea formado na cidade de Natal-RN, posto que ? o turism?logo quem faz o elo entre os dois campos. Para conhecimento da percep??o dos turism?logos foi necess?rio realizar a aplica??o de um question?rio com os egressos formados nos anos de 2009 e 2010. Em conformidade com o objetivo desse estudo, a pesquisa foi explorat?rio-descritiva. Quanto aos procedimentos t?cnicos, tratou-se de uma pesquisa documental, bibliogr?fica e de campo. Para an?lise, foram aplicadas t?cnicas qualitativas e quantitativas, conforme os objetivos espec?ficos e os tipos de dados coletados, tais como: an?lise de conte?do, an?lise fatorial para sintetizar as informa??es e identificar as dimens?es b?sicas que representam as diversas vari?veis estudadas, desvio-padr?o para verificar a varia??o das respostas em alguns itens e a t?cnica de correla??o que permite fazer an?lises de rela??o entre duas vari?veis. Como resposta aos objetivos propostos pode-se concluir que: as matrizes curriculares dos cursos em atividade s?o generalistas e os pr?prios egressos as consideram assim. Foi diagnosticado que os egressos 1) s?o, em sua maioria, do sexo feminino, 2) uma pequena parte deles est? trabalhando na ?rea em que se formou e 3) nem todos recebem sal?rios satisfat?rios o que contribui para que tenham uma vis?o negativa do curso. Ademais, a IES onde estudaram n?o foi fator decis?rio para conseguir um emprego. Foi diagnosticado, ainda, que a maioria destes n?o t?m percep??o positiva quando pensam no futuro profissional enquanto bachar?is em Turismo. Muitos, inclusive, se pudessem mudar algo em sua trajet?ria at? o momento, teriam optado por outro curso superior. Foi verificado que embora exista uma percep??o negativa quanto ao futuro profissional, quase metade acredita que o curso atendeu ?s necessidades do mercado. Todavia, os que n?o est?o trabalhando tiveram uma vis?o mais positiva com rela??o a aplicabilidade do ensino superior. Por outro lado, os que j? trabalharam na ?rea tem uma vis?o mais negativa e n?o acreditam que o curso atenda ?s necessidades do mercado. Em suma, este estudo permitiu a compreens?o da exist?ncia de algumas lacunas que existem entre o ensino superior em Turismo e as necessidades do mercado, no ?mbito profissional, contribuindo ainda para a dissemina??o de ideias sobre o referido assunto para os professores, pesquisadores e os atuais e futuros estudantes da ?rea.

Made available in DSpace on 2014-07-29T15:13:51Z (GMT). No. of bitstreams: 1 maria conceicao.pdf: 1480776 bytes, checksum: 0043ae1848c467f54889ca1d0181c70a (MD5) Previous issue date: 2009-08-12 / Inserted in the line of research Education Labor and Social Movements of the Post-graduate, Education of Universidade Federal de Goiás (UFG), the thesis "The process of education among the workers who live between two worlds in the same city" is the result of research on the relationship between social life, work and world view of women workers and men workers in the tourist resort of Caldas Novas in the process of setting up a class that is educated in the experience of the contradictions between two worlds. The objective of this research was to understand the relationship between social life, work and world view in the process of working-class formation of Caldas Novas who was deprived of school education, or even that it is present in popular movements, political parties or other institutions that are dedicated to treating the education of impoverished people, and also how learning takes place which contributes to their intellectual development and how to relate disparate realities as occurs in a tourist town and Caldas Novas, Goiás State of City Caldas Novas was elected research site by presenting two different worlds. First, it is a secular city quiet, conservative, where residents preserve rural characteristics and the second reality is a city of wealth, caused by the tourism market, where those same residents living with a traveling people from different parts of country, as they establish a social relationship arising from the provision of services. The process of research on this subject is contained in literature, documentary and empirical. Regarding exposure, the thesis begins with a discussion of the city that appears as an area of the correlation of forces and the configuration of the economic social, economic and political, historically constructed, where they live and live the workers. The second chapter deals with work, leisure and their interfaces in the constitution of society. The third and final chapter covers some aspects in the formation of the working class, as the production of goods and services, the relationship between the public and private sectors, and between living conditions, work, education and world view. In this paper, education is the process resulting from the social relations of production and daily life, which establishes a learning result of the accumulation of knowledge franchisee by the multiplicity of people who share the same space and time. The educational process is the result of the worker's experience and their learning that develop between these two worlds that are: the peripheral world of the worker and the world of opulence and leisure brought about by tourism. / Inserida na linha de pesquisa Educação Trabalho e Movimentos Sociais do Programa de Pósgraduação em Educação da Universidade Federal de Goiás (UFG), a tese ―O processo educativos dos trabalhadores que vivem entre dois mundos de uma mesma cidade‖ é o resultado da pesquisa sobre a relação entre condição de vida, trabalho e visão de mundo das trabalhadoras e trabalhadores do complexo turístico de Caldas Novas no processo de constituição de uma classe que se educa na vivência das contradições entre dois mundos. O objetivo desta pesquisa foi conhecer a relação entre condição de vida, trabalho e visão de mundo no processo de formação da classe trabalhadora de Caldas Novas que foi privada da educação escolar, ou mesmo daquela que presente nos movimentos populares, partidos políticos ou outras instituições que se dedicam a tratar a educação das pessoas empobrecidas, e ainda saber como ocorre o aprendizado que contribui com seu desenvolvimento intelectual e na forma de se relacionar em realidades discrepantes como se dá em uma cidade turística como Caldas Novas, estado de Goiás. A cidade de Caldas Novas foi eleita local da pesquisa por apresentar dois mundos distintos. Primeiramente, trata-se de uma cidade secular pacata, conservadora, na qual os moradores preservam características interioranas; e a segunda realidade mostra uma cidade de opulência, propiciada pelo mercado do turismo, em que esses mesmos moradores convivem com uma população itinerante de diversas partes do país, com a qual estabelecem uma relação social decorrente da prestação de serviços. O processo de investigação sobre este objeto consta de pesquisa bibliográfica, documental e empírica. Quanto à exposição, a tese inicia com a discussão sobre a cidade que aparece como espaço da correlação de forças e da configuração da conjuntura social, econômica e política, historicamente construída, onde moram e vivem esses trabalhadores. O segundo capítulo aborda o trabalho, o lazer e suas interfaces na constituição da sociedade. O terceiro e último capítulo contempla alguns aspectos na formação da classe trabalhadora, como produção de mercadoria e de serviços, a relação público e privado, e entre condição de vida, trabalho, educação e visão de mundo. Neste trabalho, a educação é o processo resultante das relações sociais de produção e do cotidiano, no qual se estabelece um aprendizado decorrente do acúmulo do conhecimento franqueado pela multiplicidade de pessoas que compartilham o mesmo espaço físico e temporal. O processo educativo é resultante da vivência do trabalhador e de seu aprendizado que se desenvolvem entre esses dois mundos que se constituem: o mundo periférico do trabalhador e o mundo da opulência e do lazer propiciado pelo turismo.

This thesis is focused on relation between geocaching and sustainable development. It deals with this relation on basis of approach of geocachers to cache-making and on basis of state of caches in different areas. Approach of geocachers to cache-making tests by semi-structured interviews analyzed by Grounded theory and by internet data analysis. State of caches in different areas tests map data analysis. Outcome shows rather positive relation of geocaching and sustainable development. Strong points of the game are in positive influence on sustaining and shift of memory of places, increasing place atractivity and partly environmetal education. Study can be beneficial for instance for protected natural areas administration, public administration or administration of destination management of areas. Scientific benefit of this thesis lies in surveying this theme and creating basis for next research. Keywords: geocaching, sustainable development, sustainable tourism, destination management, environmental education. Powered by TCPDF (www.tcpdf.org)

Made available in DSpace on 2014-12-17T15:51:30Z (GMT). No. of bitstreams: 1 ZwylaACG_DISSERT.pdf: 3099935 bytes, checksum: 49f96d8da86618ad08c3612c793ae516 (MD5) Previous issue date: 2012-08-28 / The study consists in an analysis of researches with tourism issues, in Master s and Doctoral level, investigating their epistemological trends, regarding the type of study that is being produced and the methods used. It is characterized as exploratory, documental and bibliographical, having undertaken a cross-sectional study which covers the period from 2007 to 2011. It analyzes the context of academically production in tourism, the nature of these researches, the methodological aspects adopted in these theses and dissertations, the philosophical inclinations and the coherence and contribution of the same. This research uses, the Digital Library of Theses and Dissertations (BDTD) and the secretariats of the Academic Centers of the Federal University of Rio Grande do Norte (UFRN) as means to collect data. It employs the technique of sampling by judgment and undertakes the research in various Academic Centers in UFRN, using the method of content analysis. It shows that, from the 643 studies analyzed, 43 of them have themes related to tourism, which characterized this study sample. This study realizes that PPGA is the largest producer of researches on tourism issues, ahead of PPGTur, which ranks the third position, in this aspect. Also realizes that all surveys analyzed are crosssectional and the theme further investigated, with 21% of the sample, is related to the marketing aspects of tourism, with the theme Directors of Hotels and Restaurants (DHR) . This research demonstrates that all sample surveys make use of interviews, and these are, mostly, structured. Also realizes that most of these studies, with 21% of the sample, employ the method of content analysis. The references in Portuguese are surveyed about five times more than the ones in other languages. It estimates that more than half of the sample is characterized as positivist, associated with aspects of functionalism. A minority of 21% of these researches seeks to identify and recommend solutions to the tourism issues, or even represent part of them. This research concludes that the studies in tourism are mostly unifocal, being driven by issues related to the touristic trade. PPGTur produces a number still unrepresentative of studies. The theses and dissertations of the sample are limited and/or unable to analyze the changes of the phenomenon caused by the time. The studies from the sample present criteria and make use of other methods and techniques to associate with the interviews and content analysis to obtain more solid and reliable data and results. They use a low number of references in languages other than Portuguese. Most of these studies, characterized as positivist-functionalist, investigate the functioning, planning, coordination and expectations in organizations, leaving aside other issues, also relevant for tourism. The number of studies aimed at identifying solutions to the problems of tourism, or that even represents part of them, is not expressive / O estudo consiste numa an?lise das pesquisas com tem?ticas em turismo, em n?vel de mestrado e doutorado, investigando suas tend?ncias epistemol?gicas, no que concerne ao tipo de estudo que vem sendo produzido e aos m?todos utilizados. Caracteriza-se como explorat?rio, documental e bibliogr?fico, tendo empreendido uma pesquisa transversal que compreende o per?odo de 2007 a 2011. Analisa o contexto das produ??es acad?micas em turismo, a natureza dessas pesquisas, os aspectos metodol?gicos adotados nessas teses e disserta??es, as inclina??es filos?ficas e a coer?ncia e contribui??o das mesmas. Utiliza como meio para coleta de dados a Biblioteca Digital de Teses e Disserta??es (BDTD) e as secretarias dos Centros Acad?micos da Universidade Federal do Rio Grande do Norte (UFRN). Emprega a t?cnica de amostragem por julgamento, e empreende a investiga??o nos diversos Centros Acad?micos da UFRN, fazendo uso do m?todo de an?lise de conte?do. Mostra que, das 643 pesquisas analisadas, 43 delas possuem tem?ticas relacionadas ao turismo, o que caracterizou a amostra do presente estudo. Constata que o PPGA ? o maior produtor de pesquisas com tem?ticas em turismo, estando ? frente do PPGTur, que ocupa o terceiro lugar, neste aspecto. Observa que todas as pesquisas analisadas s?o transversais e a tem?tica mais investigada, com 21% da amostra, est? relacionada aos aspectos mercadol?gicos do turismo, com tema Administra??o de Hot?is e Restaurantes (AHR) . Demonstra que todas as pesquisas da amostra fazem uso de entrevistas, sendo essas, em sua maioria, estruturadas. Percebe que a maior parte desses estudos, com 21% da amostra, emprega o m?todo de an?lise de conte?do. Pesquisam-se cerca de 5 vezes mais refer?ncias em portugu?s que em outros idiomas. Avalia que mais da metade da amostra caracteriza-se como positivista, associada aos aspectos do funcionalismo. Uma minoria de 21% dessas pesquisas busca identificar e recomendar solu??es ?s problem?ticas do turismo, ou mesmo representar parte delas. Conclui que os estudos em turismo s?o, em sua maioria, unifocais, sendo movidos por tem?ticas relacionadas ao trade tur?stico. O PPGTur produz um n?mero ainda pouco representativo de estudos. As teses e disserta??es da amostra s?o limitadas e/ou impossibilitadas de analisar as mudan?as do fen?meno provocadas pelo tempo. Apresentam crit?rios e se utilizam de outros m?todos e t?cnicas para associar-se ?s entrevistas e ? an?lise de conte?do, obtendo dados e resultados mais s?lidos e confi?veis. Utilizam um baixo n?mero de refer?ncias em outros idiomas que n?o o portugu?s. A maior parte dessas pesquisas, caracterizadas como positivistafuncionalistas, investiga o funcionamento de organiza??es, planejamento, coordena??o, expectativas, entre outros, deixando de lado outras tem?ticas, tamb?m relevantes do turismo. ? pouco expressivo o n?mero de estudos que busca identificar solu??es ?s problem?ticas do turismo, ou mesmo, que representa parte delas

516 f. / Submitted by Suelen Reis (suziy.ellen@gmail.com) on 2013-04-29T15:52:08Z No. of bitstreams: 1 Tese Biagio Avena.pdf: 3466164 bytes, checksum: 4792c9ce4588945620649bfd0570431e (MD5) / Approved for entry into archive by Maria Auxiliadora Lopes(silopes@ufba.br) on 2013-06-10T19:52:51Z (GMT) No. of bitstreams: 1 Tese Biagio Avena.pdf: 3466164 bytes, checksum: 4792c9ce4588945620649bfd0570431e (MD5) / Made available in DSpace on 2013-06-10T19:52:51Z (GMT). No. of bitstreams: 1 Tese Biagio Avena.pdf: 3466164 bytes, checksum: 4792c9ce4588945620649bfd0570431e (MD5) Previous issue date: 2008 / As viagens e o turismo apresentam grande potencialidade formativa e educativa no Brasil, na França e no mundo. Contudo sua importância ainda precisa ser compreendida. Para tanto, se faz necessário considerar tanto seus aspectos psico-sociais, históricos, econômicos e culturais quanto a produção de conhecimentos que subsidiem um comportamento de acolhida adequado. A educação em turismo é uma alternativa para a transformação do processo de acolhimento em espaços de viagem, turismo e lazer. E o acolhimento é o elemento capaz de unificar os significados da viagem e do turismo. Este estudo, na interseção da educação, da viagem e do turismo, aborda experiências de aprendizagem, de formação e de educação pelas viagens (EAFEV) a fim de contribuir para a formação do docente e do profissional bem como dos viajantes confrontados a outras culturas e a uma possível (trans)formação deles próprios. Centrado nas realidades brasileira e francesa, reflete um panorama tanto nacional quanto internacional que poderá informar outros estudos em diferentes regiões e países. Para subsidiar a elaboração de uma pedagogia da viagem, do turismo e do acolhimento, busca-se apresentar um itinerário de estudos e reflexões para um futuro delineamento de uma proposta pedagógica que integre saberes, conhecimentos e práticas em relação às EAFEV; abordar, identificar e estudar as EAFEV; realizar uma cartografia do ensino e da pesquisa nesses campos no Brasil e na França; recuperar, socializar e difundir o conteúdo de obras não disponíveis no Brasil; contribuir para o repensar da formação/educação em turismo (no Brasil e no exterior). A abordagem multirreferencial na perspectiva de uma bricolagem metodológica tornou possível estudar tanto as viagens, o viajante, o turismo e o turista quanto a formação e a educação em turismo. Para isto uma ampla pesquisa da literatura nacional e internacional dos campos em foco foi desenvolvida. Uma cartografia foi elaborada por meio das categorias analíticas: pesquisa em turismo; formação pela viagem; educação pela viagem; formação para a viagem; educação para a viagem; formação em turismo e educação em turismo. São utilizadas igualmente as categorias ―desejo e ―viagem. Verificou-se que os estudiosos da área ressaltam a relevância das viagens na transformação do sujeito, evidenciando diversos aspectos do seu significado e contribuições no âmbito da Cultura, da Antropologia, da Filosofia, da História, da Literatura e da Mitologia. Observa-se a necessidade de uma modificação da formação dos sujeitos que possibilite o seu autoconhecimento e a construção de um comportamento sustentável. Aponta-se para a necessidade de compreender a importância das EAFEV e seus significados e contribuições à (trans)formação do sujeito-viajante; de considerar os equipamentos e serviços turísticos como espaços de aprendizagem e os profissionais das viagens, do turismo e do acolhimento como agentes pedagógicos; de utilizar o Mapa Conceitual como base para a reflexão dos docentes e coordenadores pedagógicos destacando os aspectos fundamentais a serem considerados na organização dos currículos de formação com vistas à superação das lacunas identificadas na formação discutida neste estudo. / Salvador

The main aim of the present dissertation has been the proposition and the following verification of tourist routes of the Kožlany region, so that they would comply with the pedagogic/recreational needs of first grade pupils. The routes are also eligible for pupils of higher grades, without losing value or meaning. I have chosen the Kožlany region for the vast majority of the tourist routes because of its unusual and picturesque scenery with slight terrain elevation and unpredictable landscape changes, thus being a surprisingly refreshing and interesting region to travel through. Besides differentiated terrain Kožlany is a region with a large wood covered area of remarkable beauty and historical monuments which are rarely mentioned yet deliver an unforgettable experience of history and greatness. Among the most important edifices are the monasteries of Plasy and Marianská Tynice. Although other monuments have lesser historical importance than the mentioned monasteries, they do not fail to captivate with their uniqueness and splendor. Examples of such monuments and historical sites are the ruined fortresses of Krašov and Krakovec, the hunting chateau Angerbach, the Jewish cemetery in Kožlany and others. The town of Kožlany is a small, but on the other hand a very interesting place. Two important historical figures are linked with the town, concretely the Czech king Vaclav I. and the second President of the Czechoslovak Republic, Dr. Edward Beneš. Both personalities are mentioned in the dissertation in concordance with their relevance to the tourist routes. The routes have been conceived for hiking, some of them also for cycling tourism, taking in account the amazing nature around Kožlany. The dissertation further includes a theoretical part which concentrates on the content, forms and especially on the importance of tourism in education. It also deals with the representation of tourism related activities in the instructional basis for the first grade development programs for primary, general and national schools. Each of the designed routes is thoroughly characterized according to its length, difficulty, duration, initial point, target point and the attractiveness of spots which should not be missed on the way. A detailed description of each journey's course with maps and additional photographic materials is to be found in the dissertation. Legends or fairy-tales are included in the case of some routes to make them more pleasant and meaningful for the travelling children, eventually adults. Every route has a specific name to keep a clear overview of all the routes as well as to motivate the possible travellers. The dissertation provides a wide range of materials and facts that will help the teacher orientate in the concrete journey and pass new knowledge to his pupils. A variety of games that could be relevantly played in the course of the journey are offered as well.\\

Work process knowledge (WPK) is a concept for systems-level knowledge of the workplace and has been shown to be most important in organisations requiring multi-functional working. Most of the previous body of knowledge on WPK has focussed mainly on manufacturing industries; there has been less investigation of WPK in the service sector and none in the visitor attraction (VA) industry, an important employer in Scotland. The VA industry is extremely dynamic and many businesses are rapidly moving towards multi-functional team working, driven by an urgent need to develop quality, customer-focussed strategies to survive in an over-supplied and very competitive market. This study identifies the nature of WPK in Scottish VAs, what relationship WPK has to customer service, how WPK in this service sector differs from selected published studies in manufacturing and other service sector contexts and what factors affect the development of WPK in VAs. Following recruitment of a number of VAs using an online questionnaire and subsequent site visits, six sites were selected for case study, on the basis that they demonstrated most evidence of multi-functional working and staff with developed WPK. The research design was comparative case studies of the work processes and knowledge within these six VAs, based on a social constructivist framework, using the methods of key informant interviews and shadowing. Although these six sites represent a cross-spread of attractions in terms of types, location and size, they nonetheless show strong similarities in their basic business structure. The data show that WPK is an essential element of workers’ roles and a vital requirement in providing good customer service. Although VA managers do not use the term ‘work process knowledge’, they nonetheless recognise the importance of having staff with a wider view of their business and are actively encouraging its rapid development. Multi-functionality and job rotation are main ways of developing WPK but sites also use key workers with job roles that help develop high levels of WPK, who are then used as a staff resource. The main factor contributing to the development of WPK is communication, especially of systems-level information. Cultural information-sharing is an essential pre-condition for the development of WPK in this context. Other determining factors are flexibility, employee biographies, seasonality issues, how weddings and functions are handled on-site and the size and complexity of the site. WPK is the foundation on which good customer service is based and elements of it deliver customer service. It is the closely integrated nature of the employee-customer relationship that has such a profound effect on WPK development in this service sector industry and is essentially what differentiates it from previously published studies. The identification of the customer as a hitherto unrecognised key driver of WPK is the most important contribution to knowledge made by this work.