The focus of this dissertation was the study of the fleeting and incredible experiences that occur during a tourism experience that this paper refers to as Tourism Moments. In study 1, a qualitative inquiry was conducted to gain an understanding of Tourism Moments. The findings produced a conceptualization and description of the Tourism Moment experience. Four different types of Tourism Moments were identified. Further, insight was gained regarding the memorability of Tourism Moments specifically, and tourism experiences at large. In study 2, the impact of smartphone documentation on the experience and memorability of Tourism Moments was conducted. Utilizing an experimental design, several hypotheses regarding the latter were tested. First, the results showcase evidence that travelers who document their Tourism Moments with a smartphone camera negatively impact their consumption experience. Interestingly, the findings also indicate that the use of smartphone documentation significantly improves the memorability of Tourism Moments later. Additional results identified that enjoyment is a significant predictor of memory, and that sharing a Tourism Moment online does not improve its memorability. Together, study 1 and study 2 contribute greatly to both theory and industry stakeholders.<br>

Destination competitiveness has become a critical issue in today's increasingly challenging tourism market. Many studies have indicated that tourists and their needs stand as the ultimate driving force which influences competition and competitiveness in the tourism destination. Today, destinations eventually compete on the quality of tourism experience offered to visitors. However, limited research has been undertaken to examine destination competitiveness from the tourists' perspective. The purpose of this study is to investigate the effect of quality of tourism experience on tourists' perception of destination competitiveness. A destination competitiveness model based on the perceptions of tourists and a measurement instrument to assess the constructs of the model were developed for this study. The model proposes that tourists' perceived destination competitiveness is affected by the quality of tourism experience, which includes the experience in pre-trip planning, en-route, on-site, and after-trip (reflection) phases. Furthermore, tourist involvement, as an important salient dimension of consumer behavior, is introduced into the model as a moderating factor in the relationship between quality of tourism experience and perceived destination competitiveness. The sample population of this study consists of residents of Virginia who are 18 years old or above and took at least one leisure trip away from home in the past 18 months. Three hundred and fifty-three usable questionnaires were utilized in the data analysis of the study. Canonical Correlation Analysis (CCA) and Structural Equation Modeling (SEM) analysis were performed to test the study hypotheses. The results indicated that the quality of tourism experience and tourists' perception of destination competitiveness do relate to each other as substantiated by the existence of shared common variances between these two major constructs. The study also revealed that tourists' perception of destination competitiveness is positively influenced by the quality of tourism experience in terms of different phases (pre-trip planning, en-route experience, on-site instrumental experience, on-site expressive experience, and after-trip reflection). Furthermore, tourist involvement appears to have a moderating effect on the relationship between pre-trip planning experience, en-route experience, on-site expressive experience, and perceived destination competitiveness. The study also provided managerial implications to destination managers and marketers based on the research findings. / Ph. D.

Experience economy is about different industries which try to create experiences and activities for their customers. Previous researchers have been putting experience economy together with sports, electronic sports and destination development for example. Experience economy can be connected to different destinations and industries. This qualitative study connects experience economy to South of Öland, based on their current situation. The aim of this study is to explore the potentials of experience-based tourism in south of Öland as a way to develop the attractiveness of the region. This stud is examining the stakeholders of Mörbylånga, a municipality in South of Öland and their target groups in order to see how the south of Öland can develop the region as an attractive destination by using their resources effectively. In order to give Mörbylånga a recommendation of how they can improve their destination attractiveness and also to provide a theoretical contribution with a conceptual model based on tourism experiences

When the whole world was in lockdown and tourism was at a standstill due to the COVID19-pandemic, the Faroe Islands found an alternative way to let people experience their destination. They started the “Remote tourism” campaign which offered live virtual tours where users from all over the world could navigate the locals who were equipped with GoPro cameras on their helmets. But how satisfying can such an experience be? How do users experience virtual tours? And how do such virtual tours promote the willingness to visit a destination? This study aimed at answering those questions by conducting semi-structured interviews with members of Generation Y. The participants of the interview watched the recorded versions of the virtual tours offered by Visit Faroe Islands and were asked about their experience. There are different factors for a satisfying tourism experience, namely presence/telepresence, enjoyment, involvement, and flow. The results showed that these factors were also relevant to the virtual tourism experience. However, the virtual tours were experienced differently by different participants and the results cannot be generalized. Yet, this will likely be the case for the traditional tourism experience as well. The same tourism experience will be perceived differently by every individual. The results also showed that the virtual tours did promote the willingness to visit the Faroe Islands for the majority of participants – or it did not change to the worse at least.

Beginning in September 2010, seismic events shook the city of Christchurch, New Zealand, resulting in significant losses for the tourism sector, most notably the devastated Central Business District. Tourism had to adjust especially following two major earthquakes, with visitors able to partake in disaster-themed tourist attractions or viewing the destruction as part of a self-guided tour of the city. Such activities fall into the realm of ‘dark tourism’, or travel to sites of death, disaster or destruction. Following a major disaster with significant media coverage, tourism organizations often scramble to alter the outsider’s perception of the disaster-struck destination. Using a qualitative case study, this thesis explores two dominant themes associated with post-disaster tourism. First, it gathers perspectives of disaster tourism experiences and tourism industry recovery from multiple stakeholders to explore how tourism following a major disaster is a complex and multi-dimensional phenomenon. Second, it investigates how tourism advertising campaigns represented Christchurch, New Zealand and its inhabitants following the earthquakes. / Graduate / 0366

La présente thèse porte sur l‟étude du comportement d‟un cas particulier de touristes ayant vécu une expérience marquante lors de leur voyage. Il s‟agit des touristes ayant subi un choc culturel. Elle a pour objectif de déterminer les facteurs qui peuvent être à l‟origine ce choc des cultures. Elle se propose de mieux définir le concept et de comprendre comment l‟hospitalité touristique peut avoir un impact sur ce choc. A cette fin, nous avons eu recours à la triangulation des méthodes. 170 témoignages ont été collectés par la méthode de la netnographie, 12 récits de vie et 13 entretiens individuels ont été menés. Ils ont fait l‟objet d‟une analyse de contenu et ont ainsi permis de proposer une redéfinition du choc culturel et d‟identifier trois groupes de facteurs affectant l‟expérience du choc culturel: (1) l‟hospitalité touristique, (2) les facteurs individuels et (3) les facteurs situationnels. / This dissertation focuses on studying the behavior of a particular case of tourists who had a memorable experience during their trip. These are tourists who have suffered of a culture shock. It aims to identify factors that can cause a culture shock during the tourism experience. It aims to better define the concept of culture shock and how the tourism hospitality may impact it.To this end, we used the triangulation methods. 170 testimonies were collected through the netnography method, 12 life stories and 13 individual interviews were conducted. They have been analyzed by a content analysis and have contributed to propose a redefinition of culture shock and to identify three groups of factors affecting the experience of culture shock: (1) the tourism hospitality (2) individual factors and (3) situational factors.

L'apparition de nouvelles technologiques de l'information et de la communication, et plus particulièrement l'avènement du Web 2.0, offre des opportunités de co-création de valeur pour les entreprises et leurs clients. La "communauté en ligne de co-création" est une des diverses formes de co-création de valeur identifiées dans la littérature. Ce pendant, la majorité des recherches ont été menées autour des biens tangibles (chaussures de sport pour le cas de Nike, ou le secteur de l'automobile avec BMW). L'objectif de cette recherche est de comprendre en profondeur le concept de co-création de valeur, appliquée au secteur du tourisme (bien intangible),et d'identifier les opportunités qui peuvent s'offrir aux touristes et aux destinations, grâce à une collaboration créative à travers les interactions dans une communauté en ligne. Pour répondre à cette problématique, trois éléments théoriques de base ont été mobilisées: la co-création de valeur, la communauté en ligne et l'expérience touristique. Une étude de cas basée sur une approche qualitative - menée auprès de l'Office Régional du Tourisme ANAlamanga (ou ORTANA) - a permis d'éclairer cette problématique. / The new information and communication technology especially the uprising of the Web 2.0 gives opportunity for the co-creation of value between businesses and their customers. The “online co-creation communities” is one of the many varieties of co-creation of value identified in the literature. Meanwhile, the majority of researches were conducted by the tangible goods suppliers (Like the sportswear for Nike, or car manufacturing for BMW). The objective of this research is to understand in depth the concept of value co-creation when applied to the tourism industry and to identify opportunities that the tourists and destinations could have working together through online community interactions. To resolve this issue, three basic theory elements were put into place: co-creation of value, online community, and the touristic experience. A case study based on the qualitative approach - performed within Regional office of the Analamanga tourism ( Madagascar) - enabled us to clarify this issue.

Traditionally, tourism was placed second as a priority in the agenda of investors, policy makers, and academics. Nowadays, a significant reappraisal of its role in socioeconomic development is taking place, which values tourism as a source for earning export revenues, generating large numbers of jobs, promoting economic growth and a more services-oriented economy not only in developing but also in developed countries (UNCTAD, 2007). According to World Tourism Organization (WTO), the European Union (EU) numbered six Member States among the top 10 countries in the world welcoming the largest number of international tourist arrivals. Within the EU, receipts from international tourism in 2008 were highest in Spain, France, and Italy, followed by Greece and Portugal. Previous studies have attempted to explain destination and/or firm strategic positions by focusing on (mostly demand and supply side factors) prices, exchange rates, qualitative and other institutional factors. The unique memorable experiences provided to customers directly determine a business’s and ultimately destination’s competitiveness. However, the extant tourism literature has provided limited explanation of the factors that characterize these memorable tourism experiences. Why Experience? ● Because a trip is very high in experiential & hedonic characteristics ● Pine & Gilmore (1999) argued the emerging of an “experience economy” in which: companies personally engage consumers through staged events, experiences become offerings in the marketplace; and consumers’ hearts are captured by the memorability of the experience Subject of Research ● Differences in Competitiveness of Regional Destination ● A business’s competitiveness is directly determined by the unique memorable experiences provided to customers. ● Therefore, it is important to investigate the impact that the experience’s perception and expectations can have on the diversification of tourism product & the competitiveness of international regional destinations It is well known that Traveller’s perceptions of different destinations, their awareness of alternative options and their perception of the extent to which these destination’s services could fulfil their expectations are crucial to tourist flows. A destination’s services should adapt and change in a way that suits the evolving consumer’s preferences in order for these destinations to maintain and/or enhance their competitiveness. Knowledge of tourist’s expectations, motivations, attitudes and differences among different cultural groups can create an environment within which by performing in an adaptive way, destinations will enhance their competitiveness. Therefore this research aims to offer the following contribution: ● Thorough literature review on the global tourism picture & the role of experience ● A novel approach by introducing a tourist’s enhanced role in defining the concept of experience ● Provide industry managers a generalized information on cross cultural differences Intend do so by trying to Evaluate the motivating experience factors that lead travellers from different cultural origins to different preferences when selecting their travel destination. Examine traveller’s anticipations, motivations and attitudes while reinterpreting experiences in a cross cultural setting. Assess the respective relevance and importance of the identified factors in the destination’s competitiveness as well as cross cultural influences and differences that lead to choosing differently while deciding to visit or revisit a destination. This research will also try to address practical and theoretical implications as well as suggestions for future research. / Ο τουρισμός αποτελούσε παραδοσιακά δεύτερη προτεραιότητα στην ατζέντα επενδυτών, υπεύθυνων χάραξης πολιτικής και ακαδημαϊκών. Σήμερα, πραγματοποιείται μια ουσιαστική επανεκτίμηση του ρόλου του στην κοινωνικοοικονομική ανάπτυξη, θεωρώντας ότι συνιστά πηγή εσόδων, ότι δημιουργεί μεγάλο αριθμό θέσεων εργασίας και ότι προωθεί την οικονομική ανάπτυξη και μια οικονομία περισσότερο προσανατολισμένη στις υπηρεσίες, τόσο στις αναπτυσσόμενες όσο και στις ανεπτυγμένες χώρες (UNCTAD, 2007). Σύμφωνα με τον Παγκόσμιο Οργανισμό Τουρισμού (ΠΟΤ), έξι κράτη μέλη της Ευρωπαϊκής Ένωσης (ΕΕ) συγκαταλέγονται μεταξύ των δέκα κορυφαίων παγκοσμίως χωρών με τον μεγαλύτερο αριθμό αφίξεων διεθνών τουριστών. Στην ΕΕ, τα έσοδα από τον διεθνή τουρισμό το 2008 ήταν υψηλότερα στην Ισπανία, τη Γαλλία και την Ιταλία, και ακολούθησε η Ελλάδα και η Πορτογαλία. Προηγούμενες μελέτες επιχείρησαν να εξηγήσουν στρατηγικές θέσεις προορισμών και/επιχειρήσεων, εστιάζοντας (κυρίως παράγοντες προσφοράς και ζήτησης) σε τιμές, συναλλαγματικές ισοτιμίες, ποιοτικούς και λοιπούς θεσμικούς παράγοντες. Οι μοναδικές, αξέχαστες εμπειρίες που προσφέρονται απευθείας στους πελάτες καθορίζουν την ανταγωνιστικότητα μιας επιχείρησης και, τελικά, ενός προορισμού. Ωστόσο, η υπάρχουσα βιβλιογραφία για τον τουρισμό δεν έχει εκτενώς επεξηγήσει τους παράγοντες που χαρακτηρίζουν και καθορίζουν αυτές τις αξέχαστες τουριστικές εμπειρίες. Γιατί γίνεται λόγος για εμπειρία ● Γιατί ένα ταξίδι έχει πολλά χαρακτηριστικά εμπειρίας και ηδονής ● Οι Pine & Gilmore (1999) μίλησαν για την εμφάνιση μιας «οικονομίας εμπειρίας»στην οποία οι εταιρείες προσελκύουν προσωπικά τους καταναλωτές μέσω σκηνοθετημένων εκδηλώσεων, όπου οι εμπειρίες γίνονται προσφορές στην αγορά και οι καρδιές των καταναλωτών σαγηνεύονται από την αξέχαστη εμπειρία. Θέμα της Έρευνας ● Διαφορές στην Ανταγωνιστικότητα των Περιφερειακών Προορισμών ● Η ανταγωνιστικότητα μιας επιχείρησης καθορίζεται άμεσα από τις μοναδικές, αξέχαστες εμπειρίες που προσφέρονται στους πελάτες. ● Επομένως, είναι σημαντικό να ερευνηθεί ο αντίκτυπος που μπορεί να έχει η αντίληψη της εμπειρίας και οι προσδοκίες στη διαφοροποίηση του προϊόντος τουρισμού και στην ανταγωνιστικότητα των διεθνών περιφερειακών προορισμών. Είναι ευρέως γνωστό ότι οι αντιλήψεις του ταξιδιώτη για τους διάφορους προορισμούς, η επίγνωση των εναλλακτικών επιλογών που έχει και η αντίληψη του βαθμού στον οποίο οι υπηρεσίες προορισμού θα μπορούσαν να ανταποκριθούν στις προσδοκίες του, έχουν αποφασιστική σημασία για τις τουριστικές ροές. Οι υπηρεσίες ενός προορισμού θα πρέπει να προσαρμόζονται και να αλλάζουν σύμφωνα με τις εξελισσόμενες προτιμήσεις του καταναλωτή προκειμένου οι προορισμοί αυτοί να διατηρούν και/ή να ενισχύουν την ανταγωνιστικότητά τους. Η γνώση των προσδοκιών, των κινήτρων, της νοοτροπίας του τουρίστα και των διαφορών μεταξύ διαφορετικών πολιτισμικών ομάδων μπορεί να δημιουργήσει ένα περιβάλλον μέσα στο οποίο οι προορισμοί, αντιδρώντας κατά τρόπο προσαρμοστικό, θα ενισχύσουν την ανταγωνιστικότητά τους. Επομένως, σκοπός της παρούσας έρευνας είναι να παράσχει τα εξής ● εις βάθος εξέταση της βιβλιογραφίας σχετικά με την εικόνα του παγκόσμιου τουρισμού και τον ρόλο της εμπειρίας ● μια καινοτόμα προσέγγιση με την εισαγωγή του ενισχυμένου ρόλου του τουρίστα στον ορισμό της έννοιας της εμπειρίας ● παροχή στους επικεφαλής του κλάδου γενικευμένων πληροφοριών σχετικά με τις διαπολιτισμικές διαφορές Κάτι τέτοιο επιδιώκεται μέσα από τα εξής ● Αξιολόγηση των παραγόντων δημιουργίας κινήτρων για την εμπειρία που οδηγούν τους ταξιδιώτες διαφορετικής πολιτισμικής προέλευσης σε διαφορετικές προτιμήσεις κατά την επιλογή του προορισμού ταξιδιού τους. ● Εξέταση των προσδοκιών, κινήτρων και της νοοτροπίας του ταξιδιώτη, δίνοντας ταυτόχρονα νέα ερμηνεία στις εμπειρίες μέσα από την διαπολιτισμική προοπτική ● Αξιολόγηση της σχετικής συνάφειας και σημασίας των προσδιορισμένων παραγόντων για την ανταγωνιστικότητα του προορισμού ● Αξιολόγηση των διαπολιτισμικών επιδράσεων και των διαφορών που οδηγούν σε διαφορετική επιλογή κατά τη λήψη απόφασης για την επίσκεψη ή την εκ νέου επίσκεψη ενός προορισμού. Η παρούσα έρευνα προσπαθεί επίσης να εξετάσει τις πρακτικές και θεωρητικές επιπτώσεις, καθώς και προτάσεις για μελλοντική έρευνα.

This study was made by two students for their bachelor theses in Tourism Studies at Södertörns högskola in Sweden. The aim of the study was to investigate the social aspects of football tourism from a sustainable perspective. The study investigated what's essential for football travellers when they travel both abroad, but also in Sweden, to see a football game. Another factor that was investigated was how the locals, especially those living near a arena, are influenced by the behavior of the football travelers when a football event is taking place. The problems that may arise with a football trip are that locals and travelers can end up in conflicts that can lead to social consequences at the destination as well as reduce social sustainability. This study investigated this phenomenon and by identifying the problems which arise with a football trip, it can help to increase the social sustainability of the destination.  The method which was used to investigate the phenomenon of this study consisted of interviews with football travelers, the locals around Friends Arena, employees at Friends Arena and a football organizer. This was considered to contribute to a deeper understanding of the phenomenon and also give an understanding from different perspectives. At the same time, an observation was also performed on a football game to increase knowledge and understanding of a football event, but also to gain insight into the behavior of football travelers. The material that was gathered in form of interviews was then combined with theories to get a better perception of the phenomenon. The result of the study showed that the biggest motive for a football trip was to get and feel belonging with other supporters. It was the feeling of identity with other travelers that mattered the most. The result also showed that football travelers end up in a free zone where everything is allowed, which contributed to changing their behavior during the trip. Alcohol turned out to be a big part of this belonging with others and a significant part of the travel, especially in Sweden. This contributed that the local population, especially the older group, felt worried when there was a football event. It also turned out that because of this they had to adapt their personal needs and could not be near the arena when there was a football event. This also contributed to social conflicts among football travelers and locals and reduced social sustainability at the destination.  The problems surrounding football tourism proved to arise among the locals when they felt worried and had to adapt to a football event. Football travelers didn't see this as a problem because they ended up in a free zone and ignored individuals around them. Sustainable tourism should satisfy the needs of the tourist while not having to destroy the need of the local population. This was not achieved in this case, which also makes the social sustainability of football tourism difficult to achieve. / Denna studie genomfördes av två studenter för deras examensarbete inom Turismvetenskap på Södertörns högskola i Sverige. Syftet med studien var att undersöka fotbollsturismens sociala aspekter utifrån ett hållbart perspektiv. Därav undersöktes vad som är väsentligt för fotbollsresenärer när de väljer att resa både utomlands, men även inom Sverige, för att se en fotbollsmatch. En annan faktor som undersöktes var hur lokalbefolkningen, speciellt de som bor nära en arena, blir påverkade av fotbollsresenärernas beteende när det pågår ett fotbollsevent. Problematiken som kan uppstå med en fotbollsresa är att lokalbefolkningen och resenärer kan hamna i konflikter och detta kan leda till sociala konsekvenser på destinationen samt minska den sociala hållbarheten. Studien undersökte fenomenet och genom att identifiera vilka problem som uppstår med en fotbollsresa kan det även leda till att öka den sociala hållbarheten på destinationen.  Metoden som användes för att undersöka fenomenet i studien bestod i form av intervjuer med fotbollsresenärer, bofasta kring Friends Arena, anställda på Friends Arena samt en fotbollsarrangör. Vilket bidrog till en fördjupad förståelse för fenomenet och som kunde bidra till en förståelse utifrån olika perspektiv. Samtidigt utfördes även en observation på en fotbollsmatch för att öka kunskap och förståelse kring hur ett event går till, även för att få en insikt kring fotbollsresenärers beteende. Det materialet som samlades in i form av intervjuer sammanfogades sedan med teorier för att få en bättre uppfattning om fenomenet.  Resultatet i studien visade att det största motivet för en fotbollsresa är att känna en gemenskap med andra supportrar. Resultatet visade även att fotbollsresenärer hamnar i en frizon där allt är tillåtet, vilket bidra till att deras beteende under resan förändras. Alkohol visade sig vara en del av gemenskapen och en väsentlig del av resorna, speciellt inom Sverige. Detta bidrog till att lokalbefolkningen, speciellt den äldre gruppen, kände oroligheter när ett fotbollsevent pågick. Det visade sig även att på grund av detta var de tvungna att anpassa sina personliga behov och inte kunde visa sig inom arenaområdet. Detta bidrog även till att sociala konflikter uppstod bland fotbollsresenärer och lokalbefolkningen och minskade den sociala hållbarheten på destinationen. Problematiken kring fotbollsturism visade sig uppstå bland lokalbefolkningen, då de kände oroligheter och tvingades anpassa sig efter ett fotbollsevent. Fotbollsresenärerna såg inte detta som ett problem då de hamnade i en frizon och förbisåg individer runtomkring sig. Hållbar turism ska tillfredsställa turistens behov samtidigt som behoven inte ska förstöra för lokalbefolkningen. Detta stämmer inte i det här fallet vilket bidrar till att den sociala hållbarheten inom fotbollsturismen blir svår att uppnå.

Through three standalone essays, this dissertation addresses the current gap in tourism and hospitality literature on negative emotions. Existing literature prioritizes positive emotions over negative emotions (Nawijn & Biran, 2019) even though tourists experience both types of emotions in their consumption of tourism and hospitality services. Moreover, a theoretical understanding of negative emotions is not as simple as dichotomizing findings regarding positive emotions as both emotion types are theoretically distinct (Taylor, 1991) and hence, warrants further investigation. Essay 1 focuses on negative memorable tourism experiences. It employed an exploratory, mixed-methods approach towards the understanding of negative MTEs by identifying their accompanying range of negative emotions, associated contexts of occurrence and relevant emotion appraisal criteria. Data utilized included online user-generated contents crawled from Reddit.com and survey responses collected via qualitative and quantitative survey questions. Essay 2 examines tourists’ emotional and behavioral responses to different types of hotel crises. In conceptualizing how tourists react to crises, essay 2 presumed the central role of crisis typology. It built upon brand harm literature to conceptualize and validate a model that incorporated (i) negative emotions and tourist attitude as parallel mediators of the relationship between crisis typology and behavioral intentions of tourists, and (ii) Schwartz’s (2012) personal values of hedonism and universalism as potential moderators. Results of an online experiment demonstrate that both negative emotions and tourist attitude significantly influence the relationship between crisis typology and behavioral intentions; however, only universalism significantly moderated the same relationship. With essay 1 demonstrating that negative emotions are remembered and essay 2 revealing the influence of negative emotions on tourist behavior, essay 3 evaluated the efficacy of emotion regulation strategies that tourists use to manage anger and fear while vacationing. Two emotion regulation strategies – i.e. reappraisal and suppression, each of which relate to specific steps in Gross’ five-step emotion generation process (Gross, 1998) – were assessed through five online experiments utilizing video and text stimuli. The first set of experiments was conducted within the context of destination crowding and then replicated via tourist harassment. Results across both contexts are consistent. Within-subject analysis revealed the efficacy of different emotion regulation strategies in improving subjective well-being: reappraisal (vs. suppression) significantly decreased (vs. increased) the intensity of anger and fear felt. Similar outcomes are noted in assessing tourists’ behavioral tendency with reappraisal (vs. suppression) significantly moderating the relationship between anger/fear and negative word-of-mouth such that the relationship is weaker (vs. stronger). Notably, both emotion regulation strategies did not moderate the relationship between fear and revisit intention. / Tourism and Sport