Enhancing Cultural Tourism e-Services through Heritage Interpretation

Abstract

Cultural heritage is a main contributor to tourism development. These two activities heavily rely on the communication process for attracting visitors and to provide them with a satisfactory experience, which can be enhanced through effective heritage interpretation. This paper argues that there are opportunities for the application of e-Services in the delivery of heritage interpretation through the Internet -optimising results for the fulfilment of both marketing and interpretation purposes. This paper investigates visitor satisfaction with museums and explores the use of e-Services for both cultural attraction operators and destination managers over a two-stages empricical research. On one side, this study identifies the contribution of heritage interpretation practices to the overall visitor satisfaction in museums. On the other side, it evaluates the current integration of e-Services in cultural attractions and destination websites. The results are integrated and developed into practical industry implications both for cultural attractions and destination website developmet.

Describing the Relationships between Tourist Satisfaction and Destination Loyalty in a Segmented and Digitalized Market

“…As noted by Mitsche et al (2008), there is an opportunity for the application of different eservices in order to increase satisfaction with diverse aspects of the destination. At least part of this potential increase in tourist satisfaction could be related to an increased awareness about the local conditions as a result of the availability of multiple e-sources, coupled with an increase in bargaining power thanks to the existence of direct communication channels with suppliers, and an improved flexibility in customer-supplier relations (Mansson, 2011).…”

Interpretation needs and preferences of visitors to Kgalagadi Transfrontier Park

“…Kang and Gretzel (2012) concurred with the findings of Henker and Brown (2011) and advised that podcast tours developed by multiple narrators using a conversational narration style would probably increase the effectiveness of the visitor's experience. Mitsche et al (2008) explored e-services (e.g. interactive maps, 3-D applications, virtual tours, online exhibitions, interactive resources, games, online collections and online shops) for http://www.koedoe.co.za Open Access interpretation purposes and found them to be effective; they also identified a need to cater for different target groups.…”

“…Section E contained questions about the importance of interpretation services for a quality experience in the park as a whole, as well as the importance of specific media in an interpretation visitor centre. Both questions had to be answered according to a scale of 1 (not at all important) to 5 (extremely important) and were based on the works of ), Botha et al (2016), Bidder et al (2016, Cheung and Jim (2013), Henker andBrown (2011), Jacobs andHarms (2014), Kang and Gretzel (2012), Kolb (1984), Kuo (2002), Langer (1989), Marschall et al (2017), Mitsche et al (2008), Orams (1994, Stewart et al (1998) and Tilden (1977).…”

Heritage interpretation and foreign language provision at Irish visitor attractions

“…Once the visitor has been considered, the size of the site, the design, the message it wants to portray and the resources available are only a few factors that determine what interpretation media/tools can be employed (Binoy, 2011). Mitsche et al (2008) hone in on modern information technology as an important aspect of interpretation, while others have examined in depth the linkage between such technologies and meaningful experiences (Bauer-Krösbacher, 2013;Van Winkle & Backman, 2011). Mitsche et al (2008) hone in on modern information technology as an important aspect of interpretation, while others have examined in depth the linkage between such technologies and meaningful experiences (Bauer-Krösbacher, 2013;Van Winkle & Backman, 2011).…”

“…Admittedly, technological features are only present in a few sites, with even fewer sites using such technology for language provision, however, such an approach has major potential for the future of multi-lingual interpretation facilitation (Bennet, 1999;Mitsche et al, 2008). As already established, multi-media (audio and visual) means are employed at most of the sites.…”