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TMGT4130 Final Exam (Critical Questions _ all solved)
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Q1. R16 – Lugosi and Walls (2013) Researching Destination Experiences:Themes, perspectives, and challenges.
Tourism Kamloops has hired you to make recommendations regarding the
types of products, experiences, and packages they should develop to meet
the needs of visitors. Your client is particularly interested in developing a
unique “Kamloops Experience” that reflects the work of Pine & Gilmore and
is seeking your expert advice.
a) Is it possible for Tourism Kamloops to “orchestrate” the entire visitor
experience, emulating the work of Pine & Gilmore? Why or why not? (2.5
marks)
b) Based on your answer in part a, what are the implications for your
client? What are your recommendations regarding the role Tourism
Kamloops should play in offering a unique “Kamloops Experience”? (2.5
marks)
a). It is not entirely possible for Tourism Kamloops to orchestrate the entire visitor
experience. Although, Pine and GIlmore initially forwarded a perspective that stressed "that
the mechanics and humanics of organisation–consumer and consumer–consumer interactions
should be carefully designed, integrated and managed to ensure an emotional connection,
loyalty and satisfaction", later improved perspectives have proven that the assumptions upon
which Pine and Gilmore's early perspective was premised were wrong. For instance, the guest
or client is not passive. Thus their experience is typically cocreated with the business as well
as the consumer experience and expectations.
b). In this regard, the implications on Tourism kamloops is that they should approach offering
a unique 'Kamloops experience' without the assumption of cultural hegemony or predictable
guest response. Each guest is individual and unique and the with the changing nature of
guests customization of experience is key. Also, because modern tourists engage in numerous
non-market-related interactions, it is not possible "to control and influence these aspects of
the destination experience". The best way forward, therefore, is to endeavor to offer each
tourist a unique experience of Kamloops without spending too much resources on trying to
orchestrate the experiences.
Q2. R17 - Hottola (2004) Culture Confusion – Intercultural Adaptation in Tourism
a) You are hosting an international visiting student and want to prepare
him/her for “culture shock”. Explain what the theory is all about and how it
can affect this student. (2 marks)
b) Does the model work in all cases? Why or why not? Explain. (1.5 marks)
c) Hottola tested the model on backpackers and found some gaps that did
not support traditional culture shock theory. What are the differences?
Why did they arise? (1.5 marks)
, a). Culture confusion or culture shock is a state of anxiety (confusion and shock)
when a guest visiting a new place loses most of their familiar signs and symbols
of social interaction. The state of anxiety and disillusionment is mostly preceded
by the euphoria of crossing one cultural space to another. For instance, a
Chinese student coming into Canada for studies experiences the excitement and
euphoria of coming into a new culture and society. They then get disillusioned
when they realized all their hitherto signs and symbols of interaction are useless
in these new space. When initial attempts to adapt do not seem to work they get
hostile before they realize the only way forward is to adapt and eventually they
assimilate.
b). However, this model does not work in all cases. Especially in the hybridity of
modern global world, not every one experiences culture shock in the same
sequence of stages when visiting new places. Moreover, some tourists - being in
a bubble created by their hosts - often see no need to try and adapt to local
signs and symbols of interaction. Therefore, they do not feel depressed and
neither do they go through the hostility stage.
c). As noted in b above, Hottola found that most backpackers expected culture
shock and indeed the shock (like risk in adventure tourism) was part of the thrill
of backpacking. Moreover, due to the hybridity and globalization of many
destinations, culture shock curve is not longer applicable to many cases. In the
cases examined, most people seemed to go directly from euphoria and
disillusionment to adaptation without necessarily going through the depression
stage. This is perhaps explained by the fact that many backpackers expect
culture shock and prepare for it.
Q3. R18 – Yoon & Uysal (2005) An examination of the effects of motivation and
satisfaction on destination loyalty
a) Satisfaction is based on two factors, Instrumental attributes and
Expressive attributes. Explain each of these attributes and provide an
example to demonstrate how they would affect your level of satisfaction
with a dinner experience in a local restaurant. (2 marks)
b) Using the same scenario used in part a, how would you assess guest
satisfaction with a restaurant experience using:
(1) Equity Theory? (1.5 marks)
(2) Norm Theory? (1.5 marks)
a). Instrumental attributes refer to the physical products of a destinaiton
whereas expressive attributes refer to the psychological interpretations of the
destination. The absence of certain attributes of a physical product - e.g., lack of
properly maintained tracks at a ski resort - leads to disattisfaction as do the
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