scholarly journals Heritage sites experience design with special needs customers

2019 ◽  
Vol 31 (11) ◽  
pp. 4211-4226 ◽  
Author(s):  
Monica Cerdan Chiscano ◽  
Esther Binkhorst
Keyword(s):  
Special Needs ◽  
Design Process ◽  
Service Design ◽  
Experience Design ◽  
Content Type ◽  
Heritage Sites ◽  
Actual Experience ◽  
Heritage Site ◽  
The City ◽  
The Ideal

Purpose The purpose of this paper is to examine the effect of including customers with special needs in the design of cultural and heritage services before the actual experience takes place. Design/methodology/approach Inclusive research through co-creation took place in the city of Barcelona, Spain, in 2017, comparing the effect of including (Route 2) or not including (Route 1) customers with visual and learning difficulties in the service design process of heritage walking routes. Findings The results show that the most important encounter in the heritage site context is communication, although the usage and service touchpoints were also significant. In addition, results showed that the ideal encounter or touchpoint should take place before the stay. Originality/value This paper contributes to learning about the designing of cultural and heritage experiences and including people with special needs in the service design process before the actual experience takes place.

scholarly journals Community perception of heritage values regarding a global monument in Ghana: Implications for sustainable heritage management

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Justice Mensah
Keyword(s):  
Local Community ◽  
Economic Benefits ◽  
Heritage Management ◽  
Local People ◽  
Inclusive Development ◽  
Content Type ◽  
Heritage Sites ◽  
Heritage Site ◽  
The People ◽  
Limited Opportunity

Purpose Scholarly discourses regarding heritage values for sustainable heritage management abound in heritage literature but appear elitist as they tend to exclude the perspectives of the people at the lower echelons of society. The study explored the values ascribed to a global heritage monument by the people living around a global heritage site in Ghana and the implications of their perceptual values for sustainable heritage management. Design/methodology/approach This study used the qualitative design. It was guided by Costin’s heritage values, community attachment theory and values-based approach to heritage management. Data was gathered from the local people living close to the heritage site, and the staff of Museums and Monuments Board at the heritage site. Data were gathered through focus group discussions and in-depth interviews and analysed using the thematic approach and most significant stories. Findings The results revealed that the local people were aware of the economic, aesthetic, historic, symbolic and informational values of the heritage monument but showed little attachment to the monument. The main reasons for the low attachment were the limited opportunity for them to participate in the management of the monument, and the limited opportunity for direct economic benefits from the heritage asset. Research limitations/implications A comprehensive understanding of heritage monument management that reflects the perspectives and values of the local people is imperative. Practical implications United Nations Education, Scientific and Cultural Organisation and Ghana Museums and Monuments Board could consider a more community-inclusive heritage management framework that takes cognizance of local values and perspectives to ensure sustainable heritage management and development. Social implications The values and perspectives of the local community matter in heritage management. The heritage authorities need to engage more with the community people and educate them on the best practices regarding the sustainable management of World Heritage Sites. Originality/value This paper argues that the management of global heritage sites should not be elitist in orientation and character. It should respect the principle of community participation for inclusive development.

Cultural identity in WHS tourist destinations: the case of Cordoba (Spain)

2018 ◽  
Vol 12 (4) ◽  
pp. 427-439 ◽  
Author(s):  
Tomas Lopez-Guzman ◽  
Jesús Claudio Pérez Gálvez ◽  
Guzmán Antonio Muñoz-Fernández ◽  
Miguel Jesús Medina-Viruel
Keyword(s):  
Cultural Identity ◽  
World Heritage Site ◽  
Tourist Destination ◽  
Content Type ◽  
Four Dimensions ◽  
Academic Literature ◽  
Multivariate Technique ◽  
Tourist Destinations ◽  
Heritage Site ◽  
The City

Purpose The purpose of this paper is to conduct an analysis of the relationships existing among three basic constructs in the visitor’s decision-making process (motivation and satisfaction) in a tourist destination that is a World Heritage Site, such as the city of Cordoba (Spain). Bearing in mind the perception of heritage by the foreign visitors, the following four types were determined: alternative tourists, cultural tourists, emotional tourists and heritage tourists. Design/methodology/approach This paper uses the multivariate technique of grouping cases (K-means clusters) to analyse the similarity existing among the surveyed persons. From the groups or segments obtained, statistics and measurements of association were applied that provide the information necessary to study the possible trends of association existing between variables from a table of bidimensional contingencies. In the same way, non-parametric statistical procedures were used (Kruskal–Wallis H test and the Mann–Whitney U test). Findings The results show the existence of four diverse motivational dimensions among the foreign tourists to visit it: hedonic, cultural, convenience and circumstantial. Of the four dimensions, the hedonic and the cultural are the most relevant. The results show the existence of a common cultural identity: the Arabic cultural identity. Originality/value This paper contributes to complete the academic literature existing on the links of the tourist with the historical and monumental heritage that he visits, and with the tourist’s behaviour.

The development of legal framework for the management of World Heritage Sites in Oman: a case study on Bahla Oasis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohamed Ali Mohamed Khalil ◽  
Eman Hanye Mohamed Nasr
Keyword(s):  
Cultural Heritage ◽  
World Heritage ◽  
Heritage Management ◽  
World Heritage Site ◽  
Content Type ◽  
World Heritage Sites ◽  
Heritage Sites ◽  
Heritage Site ◽  
The World ◽  
Heritage Legislation

PurposeThe study aims to analyze the development of Omani heritage legislation against the UNESCO World Heritage Convention (WHC), 1972 and WHC Operational Guidelines (WHC-OGs) to predict the possible effects of the recent developments on the management of the World Heritage Site in Oman.Design/methodology/approachThis study discusses the development of the heritage protection legislation in Sultanate of Oman since 1970; it analyses the Omani Cultural Heritage Law 35/2019 against the recommendations of the UNESCO WHC as well as the requirements of the World Heritage Operational Guidelines. Moreover, the research investigates the possible effects of the recent heritage legislation developments on the management of Bahla Fort and Oasis in Oman, which is the first Omani World Heritage Site and the only site with special management regulations.FindingsThe paper outlines the effects of both the Omani Cultural Heritage Law 35/2019 and the Special Management Regulations 81/2019 on the implementation of the Bahla Management Plan. Additionally, the research establishes how the customization of heritage legislation as a special heritage management regulation facilitates the implementation of national legislation to solve specific local problems.Originality/valueThe study establishes the significance of developing comprehensive legislation to protect and manage the rich Omani cultural heritage and World Heritage Sites in alignment with the WHC and the WHC-OGs.

Urbanization in Saudi Arabia and sustainability challenges of cities and heritage sites: heuristical insights

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ali Alqahtany ◽  
Sreejith Aravindakshan
Keyword(s):  
Saudi Arabia ◽  
Cultural Heritage ◽  
Methodological Approach ◽  
Theoretical Framework ◽  
Series Data ◽  
Urbanization Process ◽  
Content Type ◽  
Heritage Sites ◽  
Heritage Site ◽  
Sustainability Challenges

PurposeThe purpose of this paper is to explore the trajectories of the urbanization process in Saudi Arabia in its regional context from the unification of the country by King Abdul Aziz Al Saud in 1932 to the present time, and the urbanization impact on the status and management of cultural heritage in the Kingdom.Design/methodology/approachOur study design integrated a well-articulated theoretical frame of sustainability to gain a heuristical understanding of urbanization in Saudi Arabia, and its link to cultural heritage. The methodological approach was mixed in nature involving (1) literature search and review, (2) analysis of public documents and databases, (3) analysis of photographs and (4) expert interviews.FindingsOne of the most obvious findings reached in this study is that there is considerable trade-off between heritage site conservation, population and economic demand for increased urbanization. Hence, with increasing urbanization pressures, the value of the heritage site may be rethought based on Saudi Arabia's economic and cultural conservation perspectives.Research limitations/implicationsSince our data are mostly of textual narrative in origin, precise predictions were difficult or impossible for many reasons such as non-linearity, and non-equilibrium dynamics, context and scale dependence as well as the historical exigency of urbanization. However, the same theoretical framework can be applied to appropriate longitudinal/ time series data for predictive analyses, which can be taken up as a future research agenda.Originality/valueThis paper analyzes the urbanization process and sustainability challenges of cultural heritage sites employing a mixed methodological approach, embedded in a holistic theoretical framework of sustainability.

Developing a regional design support service

Info ◽  
2015 ◽  
Vol 17 (4) ◽  
pp. 81-90 ◽  
Author(s):  
Juho Salminen ◽  
Satu Rinkinen ◽  
Rakhshanda Khan
Keyword(s):  
Sample Size ◽  
Design Process ◽  
User Involvement ◽  
Service Design ◽  
Support Service ◽  
Service Development ◽  
Design Support ◽  
Content Type ◽  
Living Lab ◽  
Starting Point

Purpose – This paper aims to examine how to support use of design in small- and medium-sized enterprises (SMEs) by developing a new design support service. Design is emerging as one of the major themes of modern business development. However, most organisations – especially SMEs – view incorporating design as problematic. Design/methodology/approach – This paper presents the service development process as a case study and contributes to the discussions on service development projects realised in the Living Lab context and enhancing the use of design among SMEs. The project had two basic assumptions as a starting point: using design is beneficial for SMEs’ business and business advisors are the best channel for reaching these SMEs. The basics of service design process and several tools such as the service design blueprint, the business model canvas and problem interviews were utilised to develop a service concept and to test it among target SMEs. Findings – It is difficult to find SMEs that need design and are not yet served by the current regional or national service offerings. The findings demonstrate the importance of user involvement in the beginning of service design process. Research limitations/implications – Limited sample size may impact the generalisability of the results. Increasing the sample size of companies might provide new insights not yet discovered in this study. Originality/value – Policymakers can benefit from the insights on design support service development when designing new services for SMEs. Co-design processes that are elemental to the Living Lab approach could also benefit the development of public business-to-business (B2B) services.

scholarly journals Foreign Tourists in World Heritage Sites: A Motivation-Based Segmentation

2020 ◽  
Vol 12 (8) ◽  
pp. 3263 ◽  
Author(s):  
Antonio Menor-Campos ◽  
Jesús Claudio Pérez-Gálvez ◽  
Amalia Hidalgo-Fernández ◽  
Tomás López-Guzmán
Keyword(s):  
World Heritage ◽  
World Heritage Site ◽  
Public And Private ◽  
World Heritage Sites ◽  
Heritage Sites ◽  
Visitor Satisfaction ◽  
Heritage Site ◽  
Unesco World Heritage Site ◽  
The City

The inclusion on the lists published by the United Nations Educational, Scientific, and Cultural Organization (UNESCO)—World Heritage Site (WHS), Intangible Cultural Heritage (ICH), and World Heritage Sites in Danger—suggests, first of all, the acknowledgement of something worth protecting and, secondly, an increase in the strength of tourist attraction to the affected destination, especially among specific visitors. The identification and classification of tourists that are seen to be more interested in heritage is the stated aim of this work, based on models already proposed in the scientific literature. For this purpose, a survey was conducted that interviewed a representative sample of international tourists visiting the city of Córdoba. A multi-variant technique of case-cluster was applied. In addition, a discriminant analysis was used to validate the clusters of the cases obtained. For analyzing the differences between the different groups obtained, some non-parametrical statistical procedures were applied. The results obtained allowed for the visualization of a model that shows the empirical evidence regarding the presence of four types of foreign tourists that are considered valid for segmentation in the city of Córdoba as a WHS tourist destination: the alternative tourist, emotional tourist, cultural tourist, and heritage tourist. These results allow public and private managers to design specific strategies to increase visitor satisfaction.

Emotional perception and historical heritage: a segmentation of foreign tourists who visit the city of Lima

2019 ◽  
Vol 5 (3) ◽  
pp. 451-464
Author(s):  
Tomás López-Guzmán ◽  
Jesús Claudio Pérez Gálvez ◽  
Franklin Cordova Buiza ◽  
Miguel Jesús Medina-Viruel
Keyword(s):  
World Heritage Site ◽  
Content Type ◽  
Four Dimensions ◽  
Multivariate Technique ◽  
Emotional Perception ◽  
Heritage Site ◽  
American Heritage ◽  
Historical Heritage ◽  
Nonparametric Statistical Procedures ◽  
The City

Purpose The purpose of this paper is to conduct an analysis of the relationships existing among three basic constructs in the visitor’s decision-making process (motivation and satisfaction) in a tourist destination that is a World Heritage Site, such as the city of Lima (Peru). Bearing in mind the perception of heritage by the foreign visitors, four types of tourists were determined: alternative tourists, cultural tourists, emotional tourists and heritage tourists. Design/methodology/approach This research uses the multivariate technique of grouping cases (K-means clusters) to analyse the similarity existing among the surveyed persons. From the groups or segments obtained, statistics and measurements of association were applied, which provide the information necessary to study the possible trends of association existing between variables from a table of bidimensional contingencies. In the same way, nonparametric statistical procedures were used (Kruskal–Wallis H test and the Mann–Whitney U test) with the aim of analysing significant differences among groups of the sample. Findings The results show the existence of four diverse motivational dimensions among the foreign tourists to visit Lima: hedonic, cultural, convenience and circumstantial. Of the four dimensions, the cultural aspect is the most relevant. The results show the existence of a specific Ibero-American heritage and cultural identity. Originality/value This paper contributes to the academic literature on the links of the tourist with the historical and monumental heritage location(s) visited by the tourist and the tourist’s behaviour while visiting the site. In fact, it is one of the first investigations carried out on this subject in Latin America.

Co-creating dementia care: manoeuvring fractured reflexivity in service design

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ane Bast ◽  
Maria Taivalsaari Røhnebæk ◽  
Marit Engen
Keyword(s):  
Cognitive Impairment ◽  
Design Process ◽  
Design Methodology ◽  
Service Design ◽  
Dementia Care ◽  
Future Research ◽  
Content Type ◽  
User Groups ◽  
Practical Implications ◽  
Insight Into

PurposeThis study aims to theorise and empirically investigate how vulnerable users suffering from cognitive impairments can be involved in service design.Design/methodology/approachThe data were collected through an ongoing field study following the processes of designing new forms of dementia care. The data consist of document studies, observations and interviews with actors involved in the service design process.FindingsThe findings demonstrate how the involvement of vulnerable users with cognitive impairment in service design requires the ability to manoeuvre users' “fractured reflexivity”. The design process was found to be constrained and enabled by three interrelated features: cognitive aspects, social aspects and representativeness.Practical implicationsThis paper provides insight into concrete ways of involving vulnerable user groups in service design. The introduced concept – fractured reflexivity – may create awareness of how the involvement of users with cognitive impairment can be difficult but is also valuable, providing a means to rethink what may enable involvement and how to manage the constraints.Originality/valueAlthough design processes rely on reflexivity, there is limited research addressing how reflexivity capacity differs among actors. The authors contribute by exploring how fractured reflexivity may aid the analysis and understandings of intertwined issues related to the involvement of users with cognitive impairment. Therefore, this study initiates research on how service design entails enactments of different modes of reflexivity. The paper concludes with directions for future research avenues on service design and reflexivity modes.

Local community support, attitude and perceived benefits in the UNESCO World Heritage Site

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohd Hafiz Hanafiah ◽  
Mohd Raziff Jamaluddin ◽  
Agus Riyadi
Keyword(s):  
Local Community ◽  
World Heritage ◽  
World Heritage Site ◽  
Unesco World Heritage ◽  
Content Type ◽  
World Heritage Sites ◽  
Heritage Sites ◽  
Heritage Site ◽  
Unesco World Heritage Site ◽  
George Town

PurposeThis study aims to explore the support and attitudes of the local community together with the benefits of living in the vicinity of George Town UNESCO World Heritage Site. George Town is one of the popular UNESCO World Heritage Sites in Malaysia.Design/methodology/approachA total of 319 respondents residing in the gazetted area of George Town World Heritage Sites were interviewed. The covariance-based structural equation modelling (CB-SEM) analysis was conducted to test the study’s hypotheses.FindingsThe community's attitudes and personal benefits were identified to strongly influence community’s support towards the conservation and development of the World Heritage Sites in George Town. While a small number of community members acknowledged the significant opportunities through tourism, majority of them expected economic and non-economic benefits from the development of World Heritage Sites.Practical implicationsThe findings from this study are expected to contribute to the ongoing debate on the perceived effects, benefits and future support of the World Heritage Sites from the local community's perspectives.Social implicationsUnderstanding the behaviour of the local community to create successful tourism planning, especially in delicate heritage destinations.Originality/valueThis study enriches the scarce empirical research study on community’s behaviour living in the vicinity of the UNESCO World Heritage Site, especially in the Association of Southeast Asian Nations’ (ASEAN) region.

Design of services in servitized firms: gamification as an adequate tool

2019 ◽  
Vol 35 (3) ◽  
pp. 575-585
Author(s):  
Cristina García-Magro ◽  
Isabel Soriano-Pinar
Keyword(s):  
Design Process ◽  
Service Design ◽  
Manufacturing Companies ◽  
End User ◽  
Content Type ◽  
Academic Literature ◽  
Relational Marketing ◽  
Proposed Model ◽  
Practical Implications ◽  
Conceptual Nature

Purpose This paper aim to propose a model of analysis that justifies gamification as an adequate tool to improve the design of services through the human centered design (HCD) methodology. Design/methodology/approach The present study is a conceptual contribution. Based on the information provided by the academic literature on the design of services, HCD and gamification, the suitability of the proposed model is justified to help the servitized companies to improve the design of their services. Findings There is a gap in the academic literature about how a servitized company develops its service design process; consumers demand experiences through services; involving consumers in the co-creation of value and co-design of services can guide servitized companies to achieve success with servitization; gamification is an effective tool as a relational marketing strategy. Research limitations/implications The review of the literature carried out in this paper provides a solid theoretical basis for future researchers in the area of servitization, service design and relational marketing. However, given the conceptual nature of the research, it is necessary to validate empirically the proposed model. Practical implications The proposed model can be useful as a reference for manufacturing companies to guide their servitization process. The study extends the debate on how to integrate the design of services by presenting a model of development based on gamification. Originality/value Having knowledge of the end-user is essential throughout the service design process and gamification can be achieved as a HCD technique.

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