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Support Provision for Victorian Tourism Businesses: Enhancement of Service Skills and Professional Standards

Categories: Case Study, Management, Manual, Monitoring & Evaluation, Oceania, Operations, Pacific, Private Sector, Return
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The project was motivated by Tourism Victoria’s commitment to enhancing the service skills and professional standards of tourism businesses in Victoria and in particular to target those who may be underperforming. The project addresses the issue of professionalism and standards in the tourism industry and the concern that some operators, who are performing at a sub-standard level, are affecting the reputation of regional areas and Victoria as a tourism destination. To identify performance development issues and the relatively poor take up of support offerings, a study of both support providers and tourism operators was undertaken.

by Sue Bergin-Seers, John Breen and Elspeth Frew

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Support Provision for Victorian Tourism Businesses: Enhancement of Service Skills and Professional Standards

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The research project conducted fieldwork in a number of case studies in metropolitan and regional and rural areas of New South Wales and Victoria in order to investigate and explore the intersection between traditional and new cultural landscape precincts and the current and future patterns of Australian tourism. Cultural landscapes of tourism are diverse in character. This project compared the more ‘traditional’ cultural tourist precinct of Sydney’s Art Gallery of New South Wales and Woolloomooloo Finger Wharf with the cosmopolitan cultural diversity of ethnic precincts including Sydney’s and Melbourne’s Chinatown and Melbourne’s Little Italy, Lygon Street.
by Jock Collins, Simon Darcy, Kirrily Jordan, Ruth Skilbeck, Simone Grabowski, Vicki Peel, David Dunstan, Gary Lacey, and Tracey Firth
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This booklet is an industry summary of the full report Impact of Bushfires on Tourism and Visitation in Alpine National Parks, containing references, methodology and detailed findings from the two phases of the project.  This project explored the impact of bushfires on tourism in Victoria’s Alpine National Parks and adjacent areas, and examined the profiles and views of visitors choosing whether or not to visit these areas following the most recent period of wildfire in 2006/07, in order to determine changes in visitor patterns and behaviour.

by STCRC

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Tourism Recovery: Impact of Bushfires on Tourism and Visitation in Alpine National Parks

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Bushfires are a recurring management issue for Australian parks and their impact on tourism needs to be understood in order to develop appropriate strategic responses. This project explored the impact of bushfires on tourism in Victoria’s Alpine National Parks and adjacent areas, and examined the profiles and views of visitors choosing whether or not to visit these areas following the most recent period of wildfire in 2006/07, in order to determine changes in visitor patterns and behaviour. STCRC has also prepared an industry summary for this technical report: Tourism Recovery.

by Dale Sanders, Jennifer Laing and Meg Houghton

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Impact of Bushfires on Tourism and Visitation in Alpine National Parks

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This project explores a range of issues relating to the collection, analysis and evaluation of visitor satisfaction information with a view to creating operational benchmarks and decisions processes that can guide and address managerial action. The key outcome of this study is the alignment of visitor satisfaction against the organisational missions and objectives as the criteria for judging visitor satisfaction. This study also provides a methodology for developing service benchmarks and ‘dissatisfaction’ tolerance levels for various operational objectives the organisation may be pursuing.

by Shameem Ali

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Indigenous Cultural Tourism at the Grampians: Benchmarking Visitor Satisfaction at Brambuk—the National Parks and Cultural Centre

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This report presents the findings of a study into the role played by Visitor Information Centers (VICs) in enhancing tourism yield within regional Australia. It has drawn upon both qualitative and quantitative data collected in New South Wales and Victoria to examine a number of issues. This report provides (a) An overview of the literature as it relates to VICs increasing yield and their role in raising awareness of tourism destinations, (b) Details of the data collection methods and the preliminary findings from the research, and (c) Recommendations for increasing the tourism yield from VICs.

by Marg Deery, Leo Jago, Sean Daugherty, Dean Carson and Kim Adams

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Investigating Potential Tourism Yield from Visitor Information Centers

 

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As part of the project ‘Improving the yield of tourism in regional areas: the role of visitor information centers’, this report developed a tool for assessing the management of knowledge within a Visitor Information Center. This report deals with two types of knowledge: Strategic Knowledge Management and Knowledge Management. Strategic knowledge management (SKM) represents the attempt by organisations to improve their overall capacity for knowledge. Knowledge Management (KM) is a multidisciplinary approach to achieving organisational objectives by making the best use of knowledge.

by Dean Carson, Kim Adams, Margaret Deery, Leo Jago and Sean Daugherty

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Improving the Yield of Tourism in Regional Areas: Knowledge Management within Visitor Information Centres

 

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Yield Management Through Enhanced Value Creation: Examination of a Regional Tourism Project

Categories: Marketing, Oceania, Pacific, Report, Visitors
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This report investigates methods to detect and improve value for tourism businesses and for the tourists. The results can assist industry in identifying examples of operations management that can enhance the perceived value of a product/service, but also those areas that are not necessarily key performance variables in the perceptions of tourists. Such results will assist in guiding the capacity for management to understand value from the tourists’ point of view and assist in providing those products and services that exhibit quality, value and variety with the aim of enhancing competitiveness and higher levels of tourism yield.

by Lisa Melsen and Peter Murphy

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Yield Management Through Enhanced Value Creation: Examination of a Regional Tourism Project

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