DMC as a creator of memorable experiences in tourist destination

Romana Lekić (), Željko Trezner () and Nataša Mance ()
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Romana Lekić: VERN’ University of Applied Sciences, Zagreb, Croatia
Željko Trezner: Association of Croatian Travel Agencies (UHPA), Zagreb, Croatia
Nataša Mance: VERN’ University of Applied Sciences, Zagreb, Croatia

Tourism and Hospitality Industry from University of Rijeka, Faculty of Tourism and Hospitality Management

Abstract: Purpose – The purpose of this paper is to integrate some concepts of the Experience Economy and transformational offerings into a conceptual framework of transmodern experience production within tourist destination development. Methodology – We explain the relevance of a tourist experience and sensation, with the DMC space split into three components: the resource space, the activity space and the experience space. Such space gets a sociological connotation as the destination milieu and becomes a ‘meta’ level, whose complexity is illustrated as the kaleidoscopic structure of a tourist milieu. Approach – Experiences are more than additional benefits and offered supplementary to the basic services. In order to design memorable experiences, DMC have to analyzed tourists ‘needs, all five senses should be engaged and should try to surprise the guests over and over. This allows DMC to achieve high emotionality of services and products but on the other hand they have to put more efforts in the design and maintenance of service experiences. Findings – Managers in tourist agencies and DMC of the future will need additional skills as well as being critical and analytic, they will need to be creative and innovative; communication skills need to include narrative, story-telling and the use of non-verbal cues to create atmosphere. They will need to develop empathy with their customers and the curiosity to discover and celebrate local distinctiveness. Originality – Tourism and especially DMC it seems can learn a lot from literature and performance studies as these disciplines provide insight into how meaningful and memorable experiences are structured. The DMC is the animator and the motivator at the tourist destination. That will ensure the quality of tourist offer of a destination and the quality of life of the domicile population.

Keywords: CIS survey; measures of innovation activities; Human capital; Innovation in Accommodation and Food Service Activities sector; Croatia (search for similar items in EconPapers)
JEL-codes: L83 (search for similar items in EconPapers)
Date: 2014-05
New Economics Papers: this item is included in nep-tur
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Published in 22nd Biennial International Congress Tourism & Hospitality Industry 2014, May 2014, pages 106-120

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