Meeting the Needs of Tourists: The Role and Function of Australian Visitor Information Centers

Abstract

Visitor information centers are primarily responsible for promoting local tourism products and services; and consequently, have direct impacts upon the economic, social, and recreational well-being of the region in which they are located. Research highlights the importance of tailoring center facilities and services to meet the needs and interests of the traveling public, yet there are few studies specifically designed to pinpoint visitors' information requirements. This study was conducted during the mid-year school holidays and explores tourists' use and perceptions of 18 Australian visitor information centers in Queensland, Victoria, Western Australia, and Northern Territory. It uses Pearce's (2004) Four Plus model to explore the functions of centers, identifies features that tourists regard as important, and provides an insight into the information needs and travel planning practices of those who use visitor information centers.

Making the most of tourism in Indonesia to promote sustainable regional development

“…Extra services could complement the trusted standard information for visitors, for instance ATMs, local artists' exhibitions and free Internet. In Australia tourist information centres have been shown to extend the time and money spent by visitors who appreciate local content (Ballantyne, Hughes and Ritchie, 2009). Districts could create such centres with provincial co-ordination and promotion on provincial websites.…”

Performance on the Frontline of Tourist Decision Making

“…This difference in accountability is both actual (structural) and discursively manifested. As both Ballantyne, Hughes, and Ritchie (2009) and Deery et al (2007) found, information center staff have as their primary task the provision of reliable, accurate, and appropriate information. While other frontline staff provide advice as an adjunct to their main role in the provision of accommodation, transport, or tourist activities, it is considered an important service quality (Zeithaml, Parasuraman, and Berry 1990).…”

“…Information centers play a key role in setting critical first impressions of the level of hospitality and service quality in a destination (Perdue 1995). Ballantyne, Hughes, and Ritchie (2009) found that friendly, knowledgeable, and helpful staff were rated the best features of information centers. The importance of access to personal, current and accurate tourist information has also been reported (Deery et al 2007).…”

The effects of information at tourism destinations: A model proposal

“…Many studies show that image has a strong influence on tourists' decisions about destinations (Baloglu & McCleary, 1999;Bigné Alcañiz, Sánchez García & Sánz Blas, 2009;Chen & Tsai, 2007;Tasci, 2007). Building this image of a destination prior to visiting is based on interaction with various external stimuli and internal factors inherent to tourists.…”