Applying “work process knowledge” to visitor attractions venues

Abstract

PurposeThe purpose of this paper is to illuminate how the strategic decisions a visitor attraction (VA) makes in relation to how it handles weddings or corporate functions on site will have a direct affect on what “work process knowledge” (WPK) an employee will need.Design/methodology/approachThe qualitative research design was comparative case studies of the work processes and knowledge within six Scottish VAs, based on a social constructivist framework. Data were gathered using the methods of key informant interviews and shadowing.Findings“Rich and thick” description illustrates the issues arising from using a VA as a wedding or function venue, highlighting the WPK workers require to convert the site between the two functions.Research limitations/implicationsAlthough cross‐site commonalities of the six cases validate the findings, a broader survey of a greater number of VAs would be beneficial, as would a review of how WPK has subsequently evolved in VAs, especially in relation to events.Practical implicationsWPK is an attitude, commitment and understanding at an overview level, incorporating a strong element of strategy as well as individual tasks. The event organiser is shown how developing WPK in staff can contribute to success.Originality/valueTo date this is the first study of WPK in relation to VAs and certainly in relation to events. To academics, it represents an original contribution to the theory of WPK and for practitioners enhances management understanding for improving event delivery.

Visitor attraction management: A critical review of research 2009–2014

“…• Diversification of product offerings has been seen as a management tool to increase revenue streams, maintain competitiveness and encourage repeat and loyal visitors. While there can be some reluctance to radical diversification on the grounds of compromising authenticity (Domenico & Miller, 2012;Alonso et al, 2010) or conflicts between the move to generate profit in not for profit sites (Brown, 2013) there is some recognition of the view that it may be inevitable and manageable (Marr, 2011;Whitfield, 2009). Shuo et al (2009) state that even devout religious visitors need recreational activities, and that religious sites are like other tourist destinations in being multiple product places.…”

Small Island Visitor Attractions

“…In seeking to develop a schema for classifying VA, this study utilized the work of Kušen (2010), Marr (2011), Hassanien and Dale (2011), Swarbrooke (2002), and Inskeep (1991). The most comprehensive categorization of VA was undertaken by Kušen who identified 16 attractions and completed a functional classification of these attractions to which was linked 16 key data characteristics applied to each attraction type represented as a 3D figure.…”