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‘Inter-services’: a qualitative phenomenological study of leadership perspectives on guest per-trip engagement within tourist attractions

机译：“服务间”：对游客景点内每次旅客参与领导力观点的定性现象学研究

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Tourist attractions appreciate the importance of innovation in their attraction, products and services to entice visitors to attend. Therefore, initiatives to examine areas where attractions could innovate to improve and enhance the visitors’ experience are welcomed. A way of doing this is to seek to understand their specific customer journey, as this could be considered vital for getting an increased insight into opportunities for increased experience for the visitor in exchange for their currency. Using the customer journey model, there may be an opportunity of starting building the relationship with their guests much earlier than presently. An untapped area is where a relationship could start is from the time the visitor purchases a ticket in advance electronically to the time they arrive at the location. This area is called 'inter-services' and can be implemented in any customer journey model. There is an opportunity for attractions and consumers to build trust and a relationship with each other during this stage. Both parties would get the maximum opportunities of increased engagement, experiences and increased transactions which may not necessarily have taken place previously.udThe aim of my dissertation was to find out tourist attractions’ views regarding ‘inter-services’ and if it is an important area for attractions to concentrate on when starting to build trust and relationships with their visitors in advance. This was done by interviewing senior figures from five high-profile London attractions to find out their views regarding this area. Each attraction interviewed is from a different area of the tourist attraction spectrum, from museums to concert halls, which will give a general overview of what the current situation is regarding this idea of ‘inter-services’. Interacting with dedicated tourism groups on LinkedIn also gave an overview of what the tourism industry feels about this area. A number of different themes were explored such as technology, social media, human resources and marketing. The majority of attractions interviewed were aware of this area, however, all attractions currently had a very basic element of this in place. Overall the ‘inter-services’ in the tourist industry is in an infancy stage. Development depends onud‘INTER-SERVICES’ - Copyright © 2014 Carlton Gajadhar 4udfinance and a willingness to experiment with technology as a key factor in delivering this sort of service.
机译：旅游景点赞赏其景点，产品和服务中创新的重要性，以吸引游客参加。因此，欢迎采取主动行动来研究景点可以进行创新以改善和增强游客体验的区域。这样做的一种方法是设法了解他们的特定客户旅程，因为这对于获取对访问者交换货币以增加体验机会的见解至关重要。使用客户旅程模型，可能有机会比现在早得多开始与客人建立关系。从访客预先以电子方式购买机票的时间到到达该位置的时间，可以在未开发的区域开始联系。该区域称为“服务间”，可以在任何客户旅程模型中实施。在此阶段，景点和消费者有机会建立信任并建立相互关系。双方将获得最大的机会来增加参与度，经验和交易，而这些不一定以前已经发生过。 ud我论文的目的是找出旅游景点对“跨服务”的看法，如果这很重要开始预先建立与访客的信任和关系时，景点应集中精力的区域。这是通过采访五个伦敦著名景点的高级人物来了解他们对该地区的看法而完成的。从博物馆到音乐厅，访问的每个景点都来自旅游景点范围的不同区域，这将大致概述这种“跨服务”概念的当前状况。与LinkedIn上专门的旅游团体的互动也概述了旅游业对该地区的看法。探索了许多不同的主题，例如技术，社交媒体，人力资源和营销。受访的大多数景点都知道这一领域，但是，目前所有景点都具有非常基本的要素。总体而言，旅游业中的“跨服务”尚处于起步阶段。开发取决于 ud“ INTER-SERVICES”-版权所有©2014 Carlton Gajadhar 4 udfinance以及是否愿意尝试技术作为提供此类服务的关键因素。

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    Gajadhar Carlton;

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