Stakeholder management

Question 1

Challenges for destination

Answer 1

Globalization

mobility

global warning

aging population

technological progress

change of values in consumer behavior

Question 2

increase importance of

Answer 2

service quality

hospitality

new ways of development

authenticity

values added

uniqueness

Question 3

difficulty of a tourist destination

Answer 3

if one service provider make something wrong it has consequences on the all stay

Question 4

Tourism service values chain

Answer 4

information and reservation

journey

information on site

catering

accommodation

transport

activity and animation

entertainment

departure

follow up

Question 5

Stakeholder definition

Answer 5

a group of individual who can affect or is affected by the achievement of the organization’s objectives

Question 6

stakeholder management process: 4 steps

Answer 6

identification of stakeholders

determination of stakes and importance

measuring needs and expirations (how need are currently met)

Modification of policies / priorities (modify and take consideration interests that are not currently met)

Question 7

stakeholder management: 3 key factors

Answer 7

tourism planners must actively include all stakeholders

identifying and classifying the interests of the relevant groups or persons

Important stakeholder couples must be examined for congruency (e.g government-residents, residents-tourists)

Question 8

analysis of stakeholder: role of the residents

Answer 8

in direct contact with guests

behavior and attitude affect destination quality

interrogated competent of the tourism service chain

success of a tourism destination depends on residents

Question 9

analysis of stakeholder: TO goal regarding residents

Answer 9

attain support to finance and subsidize cooperative tourism tasks and projects

achieve a public goodwill to guarantee spatial decision in regards to tourism

attain a positive attitude to achieve high quality

Question 10

perception and attitude towards tourism: residents

Answer 10

beginning: happy

but when there is mass tourism they don’t have a pro tourism attitude anymore.

Question 11

host perception of impact of tourism

Answer 11

EXTRINSIC

factors that affect the community at a broader level. (type of tourism, cultural difference between host and tourists, tourist-host ratio)

INTRINSIC

factors that relate to the people. (demographic structure, employment in the tourism industry, proximity of residence to tourism areas).

Question 12

Tourism appreciation vs tourism awareness

Answer 12

creation of positive attitude towards tourism development

holistic perception, creation of collective identity

Question 13

What shape tourism awareness

Answer 13

Recognition of importance of tourism

co-determination

assessment of opportunities and threats

quality of offer

well being

affectedness

Question 14

Level of Awareness of local

Answer 14

TOURISM OBLIGATION

Recognition of economic relevance

TOURISM RESPONSIBILITY (know but don’t support):

awareness of economic dependency

understanding for problem of tourism business

acceptance of tourism business and guests

TOURISM RESPONSIVENESS (support work pro tourism)

positive voting

Question 15

Analysis of stakeholders: what TO should do in regard to political authorities and lobbying

Answer 15

be a representative to establish a network and channels to accomplish the destination strategy

be renowned as a specialist and partner regarding all tourism concerns in oder to solve tourism relevant problem and to be involved in the decision-making process

Question 16

analysis of stakeholder: what TO should do in regard to industry

Answer 16

different interests in the destination have to be coordinated and balanced in order to achieve the long term objectives

mutual trust and acceptance has to be created among to tourism businesses

tourism businesses have to be convinced to cooperate within the destination

Question 17

cooperation =

Answer 17

successful stakeholder management

voluntarily arrangement in which 2 or more entities engage in a mutually beneficial exchange instead of competing

• assignment of tasks (marketing, supply..)
• performance of tasks shall increase the quality, save time and improve the efficiency y and competitiveness -> win win

Question 18

cooperation: situation in tourism

Answer 18

tourism in the alps and in CH especially is characterized by many small and medium size organization / destination.

actors are a heterogeneous groups

Question 19

why cooperate

Answer 19

enlarge your knowledge / gaining know - how / organization learning

economies of scale

lower costs of production

configuration of products (service bundles)

balancing of risk / portfolio

Extended target market

Question 20

fields of cooperation for destination and service providers

Answer 20

Administration, HR

Question 21

form of cooperation for destination and service provider

Answer 21

Vertical: same industry, different level of production

Lateral: different industries, different level of production

horizontal: same industry, same level of production

Question 22

Destination cards

case all inclusive of arosa

Answer 22

Cable card, transport, action and attractions, ski school

Question 23

AROSA which offer:

Answer 23

in summer almost everything

winter only ski school

ottimo pacchetto in estate

in inverno un po’ cosi (a lenzerheide con hotel ricevi giornagliera gratis)

Question 24

AROSA: Who get the cards

Answer 24

locali e tutti gli ospiti di hotel, hostels, parahotelleries

comprare: 18 chf

Question 25

AROSA: come è finanziata?

Answer 25

kurtaxen, gemeinde

Question 26

AROSA: Challenges of the card?

Answer 26

finacing

cooperation (tutto deve essere incluso)

internal and externa communication

transparency

Question 27

AROSA: success factor?

Answer 27

Free with overnight stay,

good quality of partner

amount of partners

Question 28

objectives of a destination card

Answer 28

strengthening of the brand

establishment of attractive offers

gaining customer data

customer retention and acquisition

Support of destination management

marketing network

establishment of multi-optional offers

Question 29

characteristic of destination cards

Answer 29

Validity

• time frame
• depends on concept and target segment

Range of services / products

• which services and how they are available
• special offers, all inclusive

Price

• free: high diffusion, less combination possibilities
• paid: generate revenue, needs specific offer

Form

• paper vs. plastic
• chips, barcodes etc.

Function:

• access, bonus, payment
• Key card for additional services

Question 30

destination cards: important elements of integration

Answer 30

territorial allocation

objectives and functionality

partner and service portfolio

card technology

organization and coordination

Question 31

type of destination cards

Answer 31

different functions.

different territorial dimension

different service and activities

Question 32

important success factor of destination cards

Answer 32

enough cooperative service providers, which contribute

existing but developable product portfolio

conception and application of card must be coordinated contrary by a tourism/ destination organization

partners have to be bound by effective switching costs to ensure long term commitment

initiation of the project should be done by tourism policies

financing has to be ensured permanently and may not depend on only a few partners of grants

extensive project management is necessary.

interest and awareness of necessity for a destination card project should be homogenous and supported.

Question 33

Business model CANVAS

Answer 33

Customer segment

values proposition

channels

customer relations

sources of revenue

key resources

key activities

kay partners

Question 34

stakeholder theory tries to answer 3 questions

Answer 34

• who or what are stakeholder of the firm (attributes)
• what do they want? (interests)
• how are they going to get there (influence)