| 1. |
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| 2. |
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| 3. |
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| 4. |
- Thelander, Åsa, et al.
(author)
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Inledning
- 2014
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In: Kvalitativa metoder i strategisk kommunikation. - 9789144096582 ; , s. 15-25
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Book chapter (peer-reviewed)
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| 5. |
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| 6. |
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| 7. |
- Cassinger, Cecilia, et al.
(author)
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Geographies of fear – communicating safety in urban destinations
- 2019
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Conference paper (peer-reviewed)abstract
- Countering fear and promoting experiences of security and safety among visitors are key issues in creating socially sustainable urban destinations. Security branding is a growing place branding paradigm through which to enhance experiences and perceptions of safety in cities, nations and regions (Coaffee and Van Ham, 2008; Coaffee and Rogers, 2008; Avraham and Ketter, 2008). This paper discusses how brand communication can be incorporated in urban policy and planning to accomplish socially sustainable city centres. Our focus is on relation between the mediatisation of cities and perceptions and experiences of safety among domestic and international visitors. Recent terror attacks, political unrest, and violent conflicts in many European countries are highly mediatised events (Couldry and Hepp, 2018) that influence images of urban destinations, which are particularly vulnerable to rumours and images circulating in media (Avraham, 2009; Avraham and Ketter, 2008). The study focuses on 10 Swedish urban destinations. Sweden is an interesting case in point due to high levels of media coverage, which is characterised by polarised narratives concerning the country as a utopia respectively dystopia (see e.g. Rapacioli, 2018). The research questions we seek to answer concern 1) how perceptions of safety are influenced by the image of Sweden conveyed on online news and social media (Instagram and Twitter) platforms, and 2) the relation between visitors’ overall image of the destinations and their experiences of safety. The research questions are addressed by a mixed methods approach using survey methods and media analysis to capture the role of place image for visitors’ perceptions and experiences of safety. The findings demonstrate that the mediatisation of the country of Sweden follows narratives of safety respectively unsafety, which influence the way Swedish cities are perceived. Furthermore, findings indicate a correlation between positive city image and high levels of perceived safety among visitors. The paper discusses these findings in relation to social sustainability and proposes communicative strategies to handle and counter fears in urban destinations. References Avraham, E. and Ketter, E. (2008), “Will we be safe there? Analysing strategies for altering unsafe place images”, Place Branding and Public Diplomacy, Vol. 4 No. 3, pp. 196-204. Avraham, E. (2009), “Marketing and managing nation branding during prolonged crisis: The case of Israel”, Place Branding and Public Diplomacy, Vol. 5 No. 3, pp. 202-212. Coaffee, J., & Rogers, P. (2008), “Reputational risk and resiliency: The branding of security in place-making”, Place Branding and Public Diplomacy, Vol. 4 No. 3, pp. 205-217. Coaffee, J., & Van Ham, P. (2008), “‘Security branding’: The role of security in marketing the city, region or state”, Place Branding and Public Diplomacy, Vol. 4 No. 3, pp. 191-195. Couldry, N. and Hepp, A. (2018), “The continuing lure of the mediated centre in times of deep mediatization: Media Events and its enduring legacy”, Media, Culture & Society, Vol. 40 No. 1, pp. 114–117. Rapacioli, P. (2018), Good Sweden, Bad Sweden: The use and abuse of Swedish values in a post-truth world. Stockholm: Volante.
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| 8. |
- Cassinger, Cecilia, et al.
(author)
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Geographies of fear – visitors’ perceptions of safety in urban destinations
- 2019
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Conference paper (peer-reviewed)abstract
- Countering fear and promoting experiences of security and safety among visitors are key issues in creating socially sustainable urban destinations. Security branding is a growing place branding paradigm through which to enhance experiences and perceptions of safety in cities, nations and regions (Coaffee and Van Ham, 2008; Coaffee and Rogers, 2008; Avraham and Ketter, 2008). This paper discusses how brand communication can be incorporated in urban policy and planning to accomplish socially sustainable city centres. Our focus is on relation between the mediatisation of cities and perceptions and experiences of safety among domestic and international visitors. Recent terror attacks, political unrest, and violent conflicts in many European countries are highly mediatised events (Couldry and Hepp, 2018) that influence images of urban destinations, which are particularly vulnerable to rumours and images circulating in media (Avraham, 2009; Avraham and Ketter, 2008). The study focuses on 10 Swedish urban destinations. Sweden is an interesting case in point due to high levels of media coverage, which is characterised by polarised narratives concerning the country as a utopia respectively dystopia (see e.g. Rapacioli, 2018). The research questions we seek to answer concern 1) how perceptions of safety are influenced by the image of Sweden conveyed on online news and social media (Instagram and Twitter) platforms, and 2) the relation between visitors’ overall image of the destinations and their experiences of safety. The research questions are addressed by a mixed methods approach using survey methods and media analysis to capture the role of place image for visitors’ perceptions and experiences of safety. The findings demonstrate that the mediatisation of the country of Sweden follows narratives of safety respectively unsafety, which influence the way Swedish cities are perceived. Furthermore, findings indicate a correlation between positive city image and high levels of perceived safety among visitors. The paper discusses these findings in relation to social sustainability and proposes communicative strategies to handle and counter fears in urban destinations. Keywords: place image, urban destinations, branding security, social sustainability, mediatisation References Avraham, E. and Ketter, E. (2008), “Will we be safe there? Analysing strategies for altering unsafe place images”, Place Branding and Public Diplomacy, Vol. 4 No. 3, pp. 196-204. Avraham, E. (2009), “Marketing and managing nation branding during prolonged crisis: The case of Israel”, Place Branding and Public Diplomacy, Vol. 5 No. 3, pp. 202-212. Coaffee, J., & Rogers, P. (2008). “Reputational risk and resiliency: The branding of security in placemaking”, Place Branding and Public Diplomacy, Vol. 4 No. 3, pp. 205-217. Coaffee, J., & Van Ham, P. (2008). “‘Security branding’: The role of security in marketing the city, region or state”, Place Branding and Public Diplomacy, Vol. 4 No. 3, pp. 191-195. Couldry, N. and Hepp, A. (2018), “The continuing lure of the mediated centre in times of deep mediatization: Media Events and its enduring legacy”, Media, Culture & Society, Vol. 40 No. 1, pp. 114–117. Rapacioli, P. (2018), Good Sweden, Bad Sweden: The use and abuse of Swedish values in a posttruth world. Stockholm: Volante.
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| 9. |
- Cassinger, Cecilia, et al.
(author)
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Mediatization of terror attacks and city brand image: A study of the Stockholm attack and the ’Last Night in Sweden’ event
- 2018
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Conference paper (peer-reviewed)abstract
- There is a growing interest within place branding research for how experiences of safety influence the image of the city (e.g. Coaffee and Van Ham, 2008).Previous research demonstrates that fear is socially constructed and amplified by mass media (Avraham and Ketter, 2008) and social media (Doosti et al., 2016; Jansson, 2018). The realm of media has become more complex in an era characterised as posttruth in which ”objective facts are less influential in shaping public opinion than appeals to emotion and personal belief” (Oxford Dictionaries, 2016).The research aim in this paper is to examine the mechanisms of how terror attacks in urban environments are mediatized and the consequences for city image. The paper analyses two instances of terror in two Swedish cities as media events (Couldry and Hepp, 2018). The first instance concern the deadly terror attack in Stockholm, 2017, whereas the second instance refer to Donald Trump’s statement of a false terror attack in Malmo. Lefebvre’s (2004) rhythmanalysis approach is adopted to investigate rhythms of Twitter and online news flows. The study demonstrates that the mediatization of the rumored attack in Malmo had greater impact on city image than the actual one. At the time of the event, Malmo city suffered from a negative image, which made the city vulnerable to extremist and populist media narratives. The celebrity status ofTrump and circulation of exaggerated news about Sweden also created much negative publicity and attention. The ambiguity around what had happened open up aspace in which fantasies and conspiracy theories could grow. Real and imaginary elements were woven together in an almost phantasmal way. By contrast, in the Stockholm case there was no ambiguity with regards to the attack and the image of the city was relatively quickly restored.
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| 10. |
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| 11. |
- Cassinger, Cecilia, et al.
(author)
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The magic of place branding: regional brand identity in transition
- 2017
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In: Journal of Place Management and Development. - 1753-8335. ; 10:3, s. 202-212
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Journal article (peer-reviewed)abstract
- PurposeThe purpose of this paper is to examine the transition of a place brand identity from a cultural anthropological perspective. More specifically, the paper analyses the ritual features and magical qualities of the development process of a regional brand in Scandinavia.Design/methodology/approachThe study consists of an exploratory, longitudinal single case study of regional branding. An abductive research design was used in which the data, consisting of qualitative interviews, policy and promotional documents, were analysed with an interpretive approach.FindingsThree place branding rituals of re-naming, managing ambiguity and instilling faith are identified as central in the transition process. These practices generate different forms of magic that facilitate transition and accommodate change.Research limitations/implicationsThe study suggests that the theoretical lens of the anthropological concept of the rite of passage is useful to capture the mechanisms and practices of the transition from an old to a new place brand identity.Practical implicationsThe approach outlined in this paper is relevant for brand development and planning in that it demonstrates the ritual features and magical qualities of branding. In contrast to the linear step-by-step approach to brand planning, the study visualises brand development as overlapping phases in a process.Originality/valueThe study demonstrates the value of anthropological insights into transition rituals for understanding how change is alleviated in the development of place brands.
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| 12. |
- Cassinger, Cecilia, et al.
(author)
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The mediatized tourism city under terror: Dilemmas and strategies for destination management organisations
- 2018
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Conference paper (peer-reviewed)abstract
- The concern of this paper is with the mediatisation of tourism cities through fast circulating narratives on digital platforms in an era characterised as post-truth involving the spread of fake news and disinformation. Hence far, there is scarce knowledge on how misleading information and false rumours concerning terrorism affect the image of tourism cities. In addition, extant research studies predominately concern image in destinations, which are in a permanent state of crisis or war. Less is known of cities that are randomly subjected to terrorist attacks. The research aim in the paper is therefore to advance the knowledge of the narrative rhythm of the mediatized destination in the aftermath of an actual terror attack in contrast to a false one. A mixed-methods approach is used to examine the event trend of online search traffic, Twitter data, and news in the aftermath of the Stockholm terror attack, and President Trump’s misleading claim of a non-existing terror attack in the city of Malmö in Sweden during 2015. Emerging narratives in different stages of the course of these events were identified and analysed. In the false case a broad range of stories emerged quickly which tried to establish a dominant narrative of the city. Whereas in the real case, the emerging narratives are more condensed and related to the event. The study contributes with novel knowledge on the role played by disinformation in the mediatisation of cities. The study raises questions to the need and importance for destination management organisations to handle and respond to disinformation in false events.
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| 13. |
- Cassinger, Cecilia, et al.
(author)
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The narrative rhythm of terror: : A study of the Stockholm terrorist attack and the 'Last Night in Sweden' event
- 2018
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In: International Journal of Tourism Cities. - 2056-5607. ; 4:4, s. 484-494
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Journal article (peer-reviewed)abstract
- PurposeThe purpose of this paper is to examine how the mediatisation of terror attacks affects the brand image of tourism cities.Design/methodology/approachInformed by theories of mediatisation and space, the study analyses two different types of terror attacks in Sweden during 2017 as media events. The focus of analysis is on identifying spatial and temporal patterns that underpin the narrative rhythm of the discussions of the events on Twitter and online news platforms.FindingsThe findings demonstrate that the unfolding of the events can be divided into three phases of varying intensity in rhythm and implications for city brand image. The manifestation of an imaginary terror attack in a digital environment had a greater impact on the narratives of the city than an actual one.Research limitations/implicationsRythmanalysis is introduced as a useful device to examine how urban space is mediatised through social media and online news flows.Originality/valueThe study contributes with novel knowledge on the mediatisation of city space on digital media platforms in a post-truth world. It shows that city administrations need to deal with both real and imaginary terror attacks, especially when there is an already established negative image of the city.
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| 14. |
- Cassinger, Cecilia, et al.
(author)
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Translating public diplomacy and nation branding in Scandinavia : An institutional approach to the Cartoon Crises
- 2016
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In: Place Branding and Public Diplomacy. - : Springer Science and Business Media LLC. - 1751-8040 .- 1751-8059. ; 12:3, s. 172-186
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Journal article (peer-reviewed)abstract
- Nation branding has been criticised for leading to the homogenisation and depoliticisation of national interest and identity. This study examines the politics of nation branding in relation to its configuration with public diplomacy and the institutional policy context in which they are embedded. Informed by Scandinavian institutionalism and the analytical concept of translation, the study reveals that the way that nation branding relates to public diplomacy within an institutional context sets the frame for its politicisation. Translation enables the understanding of nation branding as a dynamic process of becoming that unfolds in relation to time and place. The research contributes to a more nuanced view on nation branding in presenting its toolbox practices as less determined by a corporate marketing logic. Despite the uniformity that allegedly characterises nation branding practices, the processes by which nation branding initiatives are implemented in Scandinavia are found to differ profoundly.
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| 15. |
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| 16. |
- Cassinger, Cecilia, et al.
(author)
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Understanding overconsumption: symbolic and spatial transgressions in public places
- 2020
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Conference paper (peer-reviewed)abstract
- Consumer research has a long tradition of examining the limits of consumer society (e.g. Schor & Holt, 2000). Overconsumption refers to a harmful and excessive type of consumption practice, which is typical of contemporary consumerism (Kjellberg, 2008). In the past, overconsumption was used synonymously with more theoretical concept such as hyper-consumption (Kilbourne et al., 1997) and affluent consumption (Schaefer & Crane, 2005), and linked to responsible (Leigh et al., 1988) and sustainable (Prothero et al., 2011) consumption. In this paper, we approach overconsumption as the practice of overusing public places and common goods (Chatzidakis et al., 2012; Visconti et al., 2010). The aim of research is to provide insights into the mechanisms of overconsumption and how they may be managed to sustain sustainable urban environments. Previous research has mainly focused on the causes and effects of the overconsumption of food products and goods that contribute to individual identity (Kjellberg, 2008). By contrast, the practice informed approach adopted here shifts the focus from causality to narrative experiences of overconsumption. As a particular case in point, the study examines residents’ discontents with tourists’ overuse of public services, built environments, and tourism spectacles in the European cities of Stockholm, Amsterdam, Copenhagen, Berlin, and Barcelona (cf. Colomb & Novy, 2016; Lindberg et al., 2019; Miles, 2010). A combination of different qualitative methods was used to capture narrative experiences of overconsumption. The empirical data was collected between 2018 and 2020. It consists of social media narratives and online news stories on residents’ protests against tourism, narratives from in-depth interviews with members of citizen advocacy groups for reducing tourism consumption, and observations of meetings between advocacy groups, local governments, and destination management organisations. The research questions we pose are: What does overconsumption entail and how is it enacted? When does tourism consumption turn into overconsumption? In analysing residents’ narratives about tourism consumption, we draw on the consumer-citizen concept (Soper & Trentmann, 2008; Prothero et al., 2011), and the view of consumption as a site for citizenship, civic action (Micheletti, 2003), and moral conflicts (Lindberg et al. 2019). Our findings reveal that overconsumption is narratively construed in the transgression of symbolic and spatial boundaries between realms of residents and visitors. Narratives of overconsumption serve as a way to voice discontent with political issues tied to social inequalities and lack of housing in the cities. Protest narratives are justified by linking them to environmental damages and overuse of public transport and infrastructure. In conclusion, civic narratives of overconsumption make it possible to unpack the practices and conditions of the concept, which provides insights into how the consumption of cities may be made more sustainable.
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| 17. |
- Cassinger, Cecilia, et al.
(author)
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Varumärke för alla
- 2015
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In: Helsingborgs Dagblad. - 1103-9388.
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Journal article (pop. science, debate, etc.)
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| 18. |
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| 19. |
- Eksell, Jörgen, et al.
(author)
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A Nordic perspective on supranational place branding
- 2019
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In: The Nordic wave in place branding: poetics, practices, politics. - 9781788974318 ; , s. 25-38
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Book chapter (peer-reviewed)abstract
- The chapter concerns the supranational place branding by the Nordic countries. Earlier studies highlighlight the obstacles in supranational place branding initatives and the challanges for involved stakeholders’ to agree as geographical size and complexity increases. The branding initiative of the Nordic countries, executed by the Nordic Council of Ministers, represents a rare example of a group of nations that have agreed on a strategy. The purpose of the chapter is to develop knowledge on place branding by exploring significant antecedents and factors of the creation of the Nordic supranational place branding strategy. The analysis highlights the importance of the two-hundred years of interregional peace and established long-term political collaboration in official organs. Furthermore, the anlysis points to the significance of the heightened international interest in ‘Nordic’ culture, lifestyle, cuisine and politics. In addition, the analysis conveys a picture of a brand work that allowed the distinctive features of each country to present itself in both the supranational place branding strategy and the nation branding of the respective countries. Hence, the negotiation process and the strategy work can be characterized as productive, inclusive and pragmatic. Lastly, the study points to the importance of using a holistic perspective on the political governance context in supranational place branding initiatives including historical, cultural and societal antecedents, internal and external understanding of the countries, as well as contemporary contextual factors.
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| 20. |
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| 21. |
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| 22. |
- Eksell, Jörgen, et al.
(author)
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Exploring the constitution of resilience in places : a media place approach to tourism studies
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In: Tourism Culture & Communication. - 1098-304X.
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Journal article (peer-reviewed)abstract
- Resilience in tourism studies has mainly departed from a socio-ecological system-theory approach and has developed knowledge in relation to different tourism contexts. This approach has consequences for the conceptualization of resilience and sets limits. Calls for theory development on resilience see a need to take account of, for instance, politics and power relations, and conflicts over resources. As a response to this call, this conceptual article discusses the ontological underpinnings of resilience in tourism studies from an interdisciplinary approach and argues for a media place approach to resilience. From a general socio-ecological system approach a tourist place is ontologically constituted as a subject with clear boundaries even if it has interactions, relations and dependencies. The tourism place is therefore constituted as a fixed entity in its essence, even if equilibriums can be positioned differently. However, tourism resilience is a complex issue that calls for additional perspectives. The proposed interdisciplinary media place approach follows changes and dependencies between mediatization of tourism places and changes in the resilience of tourism places. The role of mediatization and its significance for changes in places are put at the centre of the analysis. The approach assumes that a tourist place is constituted as a verb that is constantly created and recreated in a process. Additionally, resilience in places must also be conceptualised ontologically as a fluid concept that evolves over time. In order to understand sudden and long term changes in tourism place resilience, special attention must be given to nodes or flows of information that connect the media systems and constitute places. Further, the articles conclude that resilience is molded by the politics of media practices. An interdisciplinary approach brings new answers to complex questions that cannot be solved from a single disciplinary perspective.
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| 23. |
- Eksell, Jörgen, et al.
(author)
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Framtidens möten
- 2024
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Reports (pop. science, debate, etc.)abstract
- The Future of Meetings is about new business models, interaction, and communication in the meetings industry. The report examines how the pandemic has affected it and whether the crisis has brought new opportunities.It focuses on changes in the industry's value proposition, how guests in physical, hybrid and digital meetings and conferences interact and the role of hosting and hospitality in these. A good meeting is of great importance for the development of society.in addition, the report contains interviews with Annika Hallman, Head of Meetings, Göteborg & Co and Göteborg Convention Bureau, and Krister Andersson, CEO Umeå Congress.
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| 24. |
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| 25. |
- Eksell, Jörgen, et al.
(author)
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Place-making of resilience in urban regions in the aftermath of Covid-19
- 2021
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Conference paper (peer-reviewed)abstract
- The Covid-19 pandemic has fundamentally changed travel patterns to and in major urban regions. Destinations have seen a dramatic shift from overtourism to undertourism. This has led to new challenges for regional destination management organisations (DMOs) as tourists and residents seek green areas in cities and visit adjacent natural reserves. Therefore this research explores how the Covid-19 pandemic has reconceptualised the relationship between the urban and rural in densely populated regions. In particular the paper discusses the relationship between media narratives, tourism flows, and place-making, and the implications for resilience in urban regions.This paper departs from theories of geography of communication (GoC). Media and communication scholars have this far been largely absent from resilience theorising and research (Houston et al., 2015). GoC explores the interconnectedness of media and space and has evolved as a result of the spatial turn (see Warf & Arias, 2009; Adams & Jansson, 2012). In addition, this paper introduces place-making of tourists, i.e. the organic and unplanned behaviour and actions of individuals (Lew, 2017) to further emphasize the consequences for resilience in regions. Place-making is generally separated from placemaking which imply a top-down plan and design of places reflecting norms and political structures of the community (Lew, 2017).The data consists of interviews with relevant stakeholders (DMO representatives and managers of nature reserves and tourist attractions) and online news media texts on the region Scania, Sweden. The region offers cities such as Malmoe and Lund, small towns and rural landscapes with a large number of national parks and reserves. A paradigmatic analysis of narratives that locate common themes or conceptual manifestations was conducted on the collected data (cf. Polkinghorne 1995). The reason is that narratives turn information and events into something that seems to be naturally occurring and meaningful to those encountering the narratives. The analysis reveals an intimate relationship between resilience in places and media narratives, and how the latter transform both conceptions of urban and rural places and place-making. During the pandemic, green and rural areas as well as natural reserves are contrived as places of physical distance. The latter is commonly understood as safe places and in consequence, new tourist groups have travelled to these areas. Tourists have performed place-making such as hiking and cycling on trails, but also set up fires in undesignated areas, and littered in reserves. To cope with the surge of tourists, site management of reserves has introduced new placemaking regimes such as parking services etc. The pandemic has changed the place-making of tourists, which in turn has affected the resilience of the places. The study points to a need for regional DMOs to not only develop placemaking in these areas, but also develop a GoC approach to place-making of tourists. The GoC-perspective advances an interdisciplinary approach to resilience in places that reveals how both place-making and the constitution of resilience in tourism places are molded by the politics by media and communication practices of a number of stakeholders.ReferencesAdams, P. C. & Jansson, A. (2012) Communication Geography: A Bridge Between Disciplines. Communication Theory, 22(3), 299–318.Berbés-Blázquez, M. & Scott, D. (2017) The Development of Resilience Thinking. In Butler, R. W. (Ed.), Tourism and resilience: 9-22. Allingford, Oxfordshire: CABI. Butler, R. (Ed) (2017) Tourism and resilience. Allingford: CABI. Houston, J. B., Spialek, m. L., Cox, J., Greenwood, M. M., & First, J. (2015). The Centrality of Communication and Media in Fostering Community Resilience: A Framework for Assessment and Intervention, American Behavioural Scientist, 59 (2): 270-283Lew A. A. (2017). Tourism planning and place making: place-making or placemaking? Tourism Geographies. 2017;19(3):448-466. Warf, B. & Arias, S. (2009). The Reinsertion of space in social sciences and humanities. In B.Warf, & S. Arias (Eds). The spatial turn: interdisciplinary perspectives: 1-10. London: Routledge.
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| 26. |
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| 27. |
- Eksell, Jörgen, et al.
(author)
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Semester på hemmaplan? Personer med utländsk bakgrunds resvanor och turismkonsumtion i Sverige.
- 2022
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Reports (other academic/artistic)abstract
- Sweden is a multicultural country in which about 20 percent of the population has a foreign background. People who belong to different population groups live here and have diverse cultural backgrounds and lifestyles. This means that the Swedish tourism and hospitality industry today communicates with a very diversified Swedish target group.This report, which is the result of a commissioned research project for Visit Sweden, is thus aimed at you who want to understand this growing target group. The study sheds light on Swedes with a foreign background in tourism consumption in Sweden by examining the segment's knowledge of Swedish destinations, sources for travel inspiration, travel reasons and obstacles to vacationing more in Sweden. The study shows that the foreign background is less important for tourism consumption compared with socioeconomics, level of education and establishment in the labor market. However, the segment is very heterogeneous and that there are few reasons to treat people with this background as a segment. Therefore, the report offers nuances about the segment people with foreign background, rather than general conclusions. The report also contributes with increased knowledge of how the Swedish tourism and hospitality industry can form offers to this target group. Inclusive communication is presented at one of several paths to improve communication, with swedes with foreign background.
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| 28. |
- Eksell, Jörgen, et al.
(author)
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Stakeholder Communication as a Strategy for Resilient Destinations in Sustainable Tourism Development
- 2022
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In: Tourism Recovery from COVID-19 : Prospects for Over- and Under-tourism Regions - Prospects for Over- and Under-tourism Regions. - : WORLD SCIENTIFIC. - 9789811260230 ; , s. 43-56
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Book chapter (peer-reviewed)abstract
- In the latest World Tourism Barometer, UNWTO (2020) predicts that global tourism could decline by up to 80% this year. While many tourism-dependent economies in Europe are currently suffering from under-tourism, the heated debate between tourism developers and local stakeholders about adverse impacts of over-tourism is likely to reignite even stronger once the inrush of tourists returns. As a result, tensions between different actors and among stakeholders will undoubtedly increase in an post-COVID-19 world, calling for urgent measures to maintain resilience in destinations. Even though the inclusion of stakeholders in tourism development has long been recognised (International Conference on Responsible Tourism in Destinations, 2002) to meet conflicts, tensions, and problems, there remains a vast gulf between ambition and reality. By developing stakeholder theory, this chapter argues for a credible stakeholder participation approach based on a strategic communication perspective that places the decision-making power of stakeholders at the centre of contemporary tourism development. The approach that builds on a ritual approach to communication (Carey, 2009) that regards communication as a process that enables social transformation, also relates and advances recent debates on organisational listening as a route to public participation and engagement (McNamara, 2016) and resilient societies. The chapter discusses the philosophical, normative, and acceptance-promoting foundation of stakeholder participation; the identification and empowerment of legitimate stakeholders; joint decision-making approaches and the prerequisite of an underlying strategically communicative infrastructure. Lastly, we argue that mutually beneficial relationships with stakeholders are vital in securing destinations’ resilience, popularity, and authenticity and thus quality of life.
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| 29. |
- Eksell, Jörgen, et al.
(author)
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Teorier om servicemötet - en historisk beskrivning
- 2005
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In: Multidisciplinära öppningar. - 9789147075980 ; , s. 11-31
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Book chapter (other academic/artistic)abstract
- I kapitlet behandlas tre historiska och tre nutida ansatser till servicemötet. Ansatsernas respektive särdrag analyseras och problematiseras.
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| 30. |
- Eksell, Jörgen, et al.
(author)
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The communication for resilience of urban destinations during the COVID-19 pandemic.
- 2022
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Conference paper (peer-reviewed)abstract
- This paper explores how urban Destination Management Organisations (DMOs) in Sweden, have understood their communicative role, developed communicative strategies and tactics during the COVID-19 pandemic. The overall aim of this research is to develop understanding of the role of communication strategies for developing urban destination resilience. This study is conducted in collaboration with the Swedish network of destination management organisations (SNDMO) in a research project financed by the Swedish Agency for Economic and Regional Growth (2021-2022). 40 semi-structured interviews with members of SNDMO were performed. The results show that in order to deal with the difficult situation many new stakeholder collaborations have started. An obstacle is the complexity that comes with stakeholder communication that includes several actors. The communicative role of the DMOS has expanded during the pandemic. The communicative strategies and tactics that evolved during the crisis are characterised by handling a number of contradictions and dilemmas. The results indicate the success of the DMO is dependent on its ability to be proactive, adapt to a constantly changing environment, and use established networks for communication work. This project increases the understanding of communicative strategies employed for urban resilience that emerges in complex interactions between stakeholders and the communicative role of DMOs in extraordinary situations.
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| 31. |
- Eksell, Jörgen
(author)
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The hotel check-in as a rite of incorporation: Enchantments of inclusion and exclusion
- 2007
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In: [Host publication title missing]. ; , s. 1-10
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Conference paper (peer-reviewed)abstract
- Introduction The hotel check-in is usually treated as a facilitating service as it is often assumed only to facilitate the use of the core service i.e. the lodging. In addition the check-in is a highly standardized process, which is repeatedly performed every day. Being only one part of the front office’s duties executed at the reception desk, it is usually given scant attention from management. Likewise, the check- in has also been unfairly treated by the research society, as it has not been given any substantial treatment. The position held in this paper is that the check-in is a value creating process with many facets to be explored. Hence, the purpose of the paper is two-fold. Firstly, to explore how the check- in can be seen as a ritual of incorporation in commercial hospitality. Secondly, to show how the check-in is creating value during a hotel check-in. Theory The paper draws on recent development in service research, which focuses on value creation (i.e. Vargo and Lusch 2004, Grönroos 2000) as well as on a number of writers in symbolic interactionism (Collins 2004; Goffman 1955/1967). The ritual is used as a metaphor in order to contextualize and clarify the value creation processes at the check- in (i.e. Van Gennep 1908/1960; Goffman 1955/1967). The theoretical standpoint can therefore be labeled cross disciplinary. Methodology The empirical material presented in this paper was collected in conjunction with fieldwork conducted on a middle class city hotel in southern Sweden during the spring of 2006. Participant observations as well as interviews with receptionists were performed during the fieldwork. The participant observations were performed two to three days a week over a course of an initial first three months. Following this, they were conducted one to two days a week during the following two months. Discussion and conclusion Commercial hospitality is usually only extended to checked-in guests, and therefore strangers/other present people are thus excluded from the scene. In consequence, the receptionists prevent people from exploring the value offering of hospitality by efficient boundary work in the lobby. For instance, the guest´s liquidity is controlled during the check-in, and those lacking in economic resources are asked to leave the hotel. All and all, this helps maintain the impression of an exclusive hospitality service, accessible only to paying guests. The personal greeting at the reception desk and the giving of the hotel-key are presented as vital processes in the rite of incorporation. The personal greeting is important as it is the moment in which the guest and the host stand face-to-face for the first time. It is here that they encounter one another, size on another up, and enter a relationship of hospitality with all that it implies. The hotel key is a powerful symbol of commercial hospitality. The delivery of the hotel-key to the guest is seen as the culmination of the ritual. Only when the guest has been presented with a key, can the stranger be called a hotel guest. In conclusion, the check-in is a moment of truth. It is the first time when host and guest meet and consequently a first time for the hotel receptionist to make an impression on the guests. The check-in is fundamental to commercial hospitality as it transforms the stranger into a guest. The mechanisms of control to which the guest is submitted to during the check-in is part of the value creation process which aims at producing a hospitality service only given to paying guests; in this way the check-in works as a rite of incorporation. As a final point, this paper argues for the need to understand the check-in as significant an aspect of the core service provided in a context of commercial hospitality.
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| 32. |
- Eksell, Jörgen, et al.
(author)
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Tourists' place-making performances through music
- 2020
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In: The Routledge Companion to Media and Tourism. ; , s. 235-245
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Book chapter (peer-reviewed)abstract
- Traditionally tourists are treated as passive media consumers but this chapter departs from a performance perspective emphasizing tourists’ active role. This chapter deals with how popular music affects tourists’ experiences in destinations by exploring the performance of place-making practices by tourists as they engage with music. The performance perspective is complemented with a ritual perspective that also allows an analysis of mundane practices. The problematization focus on two situations in Liverpool and highlight a number of different practices. The dynamics between planned and unplanned, and scripted and spontaneous performances are explored as well as the mediatized nature of these practices.
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| 33. |
- Eksell, Jörgen
(author)
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Värdeskapande gästfrihet : Hur gästfrihet som värde ramas in, etableras och förhandlas i hotellbranschen
- 2013
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Doctoral thesis (other academic/artistic)abstract
- Research in service management and marketing has in the past decade highlighted the concept of value creation. In service organizations value creation is described as a process in which the customer uses a company's value proposition in a meaningful way. However, research has tended to ignore the contextual meaning, and few empirical studies have shown how context is relevant. Therefore, the aim of this thesis to is to describe, problematize and analyze how hospitality as value is created, established and negotiated in the hotel industry. Three methods were employed in the collection of empirical material in this study. Ethnographic observations were performed at a mid-sized city hotel in southern Sweden. Qualitative interviews with hotel personnel in the Swedish hotel industry were conducted, and marketing materials such as brochures and post-cards, were collected. A holistic, interdisciplinary framework was used in the study, consisting of theories formulated by, among others, service researchers as Christian Grönroos and Richard Normann, and symbolic interactionists as Erving Goffman, Randal Collins, Arnold van Gennep, Johan Asplund and Michèle Lamont and Molnár Virág. The empirical findings shows that value is created, established and negotiated when interpersonal strategies and tactics, organizational procedures such as the check-in, and service strategies, are interwoven with social and cultural values that frame services, equipment and facilities as attractive. The conclusions suggest that creation of value is a complex phenomenon, consisting of processes that are rarely highlighted in service management and marketing. In order to highlight the interwoven, procedural character of these constellations, the concept of value transition is introduced. The concept of value transition encompasses the relevant phenomenon, and thus has an ontological focus that enables analytical sharpness. The results show that the theoretical foundations of how value is to be broadened in order to highlight the multiple, disparate processes and especially highlighting how they interact in different situations.
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| 34. |
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| 35. |
- Gustafsson, Nils, et al.
(author)
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Traditionella och virtuella fokusgrupper
- 2014
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In: Kvalitativa metoder i strategisk kommunikation. - 9789144096582 ; , s. 43-58
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Book chapter (peer-reviewed)abstract
- Fokusgrupper kan ibland framstå som ett lockande sätt att ”göra flera intervjuer samtidigt” och på ett tidsbesparande sätt snabbt få ihop ett stort empiriskt material. En fokusgrupp är dock minst av allt en samling enskilda intervjuer; i stället är den ett dynamiskt samtal mellan ett antal personer, styrt av en moderator. Att genomföra sina fokusgruppintervjuer online (virtuella fokusgrupper) med de ytterligare möjligheter till effektivisering som erbjuds kan vara ännu mer lockande, men onlineintervjuer bör ses som en särskild form av metod med sina egna fördelar och begränsningar. I det här kapitlet får du lära dig att en väl genomförd fokusgruppintervju kan vara oerhört givande för din forskning, men att det i själva verket ofta kräver mer arbete och förberedelser än ”vanliga” intervjuer.
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| 36. |
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| 37. |
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| 38. |
- Månsson, Maria, et al.
(author)
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A communicative approach to resilience in urban regions
- 2021
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Conference paper (peer-reviewed)abstract
- The Covid-19 pandemic has fundamentally changed travel patterns to and in urban regions. Destinations have seen a dramatic shift from overtourism to undertourism. This research explores how the pandemic has reconceptualised the relationship between the urban and rural. In particular this paper discusses the relationship between media narratives and tourism flows, and the implications for resilience in urban regions.This paper departs from theories of geography of communication (GoC). Media and communication scholars have this far been largely absent from resilience theorising and research (Houston et al., 2015). GoC explores the interconnectedness of media and space and has evolved as a result of the spatial turn (see Warf & Arias, 2009; Adams & Jansson, 2012). The data consists of interviews with relevant stakeholders (DMO representatives and managers of nature reserves and tourist attractions) and online news media texts on the region Scania, Sweden. The region offers cities such as Malmoe and Lund, small towns and rural landscapes with national parks and reserves. A paradigmatic analysis of narratives that locate common themes or conceptual manifestations was conducted on the collected data (cf. Polkinghorne 1995). The reason is that narratives turn information and events into something that seems to be naturally occurring and meaningful to those encountering the narratives. The analysis shows the intimate relation between resilience in places and media narratives, and how the latter transform both conceptions and practices about resilience in places. Rural areas as well as natural reserves are contrived as places of physical distance and therefore attractive for urban dwellers and visitors. These places are constructed as sustainable and safe places even with large numbers of visitors. Accordingly, the GoC-perspective advances an interdisciplinary approach to resilience in tourist places that reveals how the constitution of resilience in urban destinations is moulded by the politics of media and communication practices.ReferencesAdams, P. C. & Jansson, A. (2012) Communication Geography: A Bridge Between Disciplines. Communication Theory, 22(3), 299–318.Houston, J. B., Spialek, m. L., Cox, J., Greenwood, M. M., & First, J. (2015). The Centrality of Communication and Media in Fostering Community Resilience: A Framework for Assessment and Intervention, American Behavioural Scientist, 59(2), 270-283Lew AA. Tourism planning and place making: place-making or placemaking? Tourism Geographies. 2017;19(3):448-466.Polkinghorne, D. (1995) Narrative configuration in qualitative analysis. Qualitative studies in education, 8(1), 5- 23.Warf, B. & Arias, S. (2009). The Reinsertion of space in social sciences and humanities. In B.Warf, & S. Arias (Eds). The spatial turn: interdisciplinary perspectives: 1-10. London: Routledge.
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| 39. |
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| 40. |
- Månsson, Maria, et al.
(author)
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A resilience approach to DMO communication during the COVID-19 pandemic.
- 2022
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Conference paper (peer-reviewed)abstract
- This article addresses how urban Destination Management Organisations (DMOs) in Sweden, have understood their communicative role, developed communicative strategies and tactics in relation to stakeholders during the COVID-19 pandemic. The aim of this research is to explore communication strategies for urban destination resilience. DMOs have a key role in balancing the interest of stakeholders, the management and branding of a destination, and attracting visitors (Rodríguez-Díaz & Espino-Rodríguez, 2008; Stienmetz & Fesenmaier, 2019). DMOs are expected to facilitate the conditions for other organisations within a defined administrative boundary to meet political ambitions concerning economic and sustainable development (Elbe et al., 2017). Hence, urban DMOs have a particularly challenging communicative task given the number of stakeholders involved in a tourist destination. DMOs often have limited budgets (Pike, 2004), work in complex organizational settings, representing municipal, political, and industry interests, and work with stakeholders of various fields of operation, size, interest, and budget. Several previous studies have pointed to the arduous task of DMOs to develop a strategy to mobilize resources controlled by others (Buhalis, 2000; Gretzel et al., 2006). While the DMO is a central actor in the destination, the literature indicates that the task of the urban DMO is complex and challenging given the number of involved stakeholders and limited resources and decision-making power. Resilience at a destination is based on the individual and the organisational level and how these levels are connected to different networks in the tourism system like businesses, government, NGO’s and the community (Hall et al., 2017). The different stakeholder networks within each destination and surrounding regions are also of importance. Research concludes that the more range of networks there is, the more resilient is the destination (Hall et al., 2017). However, resilience is not the same for all stakeholders. It is important to take into consideration: resilience for whom, what, when, where, and why? (cf. Meerow et al, 2016). This needs to be carefully considered when developing the communicative strategies.This research is conducted in collaboration with the Swedish network of destination management organisations (SNDMO) in a research project financed by the Swedish Agency for Economic and Regional Growth (2021-2022). During 2021, 40 semi-structured interviews with members of SNDMO were performed. Additionally, a couple of DMOs in different urban regions in Sweden have been selected as partners to identify and discuss problems and best practises to develop communication strategies in collaboration. To deal with the difficult situation, DMOs established many new stakeholder collaborations locally. A hurdle in these collaborations is the complexity that comes with stakeholder communication that includes local businesses, residents, public organisations and so forth. Additionally, the communicative role of the DMOS has expanded during the pandemic and accentuated new actors and relationships. The communicative strategies and tactics that evolved during the crisis in relation to stakeholders are characterised by handling several contradictions and dilemmas. The results indicate the success of the DMO is dependent on its ability to be proactive, adapt to a constantly changing environment, and use established networks for communication work. To conclude, this ongoing project increases the understanding of communicative strategies employed for urban resilience that emerges in complex interactions between different stakeholders and the communicative role of DMOs in an extraordinary situation. References Buhalis, D. (2000) Marketing the competitive destination of the future, Tourism Management, 21, 97–116. Elbe, J., Gebert Persson, S., Sjöstrand, F. & Ågren, K. (2018), Network approach to public-private organizing of destinations, IMP Journal, 12(2), 313-332. https://doi.org/10.1108/IMP-06-2017-0035 Gretzel U., Fesenmaier DR, Formica S. & O’Leary JT. (2006) Searching for the Future: Challenges Faced by Destination Marketing Organizations. Journal of Travel Research, 45(2), 116-126. doi:10.1177/0047287506291598 Hall, C.M., Prayag, G. & Amore, A. (2017). Tourism and resilience: individual, organisational and destination perspectives. Channel View Publications. Meerow, S. & Newell, J. P. (2019) Urban resilience for whom, what, when, where, and why?, Urban Geography, 40:3, 309-329, DOI: 10.1080/02723638.2016.1206395 Pike, S. (2004). Destination Marketing Organisations. Elsevier Rodríguez-Díaz M. & Espino-Rodríguez TF. (2008). A Model of Strategic Evaluation of a Tourism Destination Based on Internal and Relational Capabilities. Journal of Travel Research, 6(4), 368-380. doi:10.1177/0047287507308324 Stienmetz JL & Fesenmaier DR. (2019). Destination Value Systems: Modeling Visitor Flow Structure and Economic Impact. Journal of Travel Research, 58(8), 1249-1261. doi:10.1177/0047287518815985
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| 41. |
- Månsson, Maria, et al.
(author)
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Communication work for influencing destination resilience–DMOs experiences during the COVID-19 pandemic
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In: Scandinavian Journal of Hospitality and Tourism. - 1502-2250.
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Journal article (peer-reviewed)abstract
- Previous research has identified good communication as one of several key factors essential for destination resilience. However, there has been a lack of research on how communication contributes to this development. To address this gap, this study explores the communication work done by Destination Management Organizations (DMOs) with stakeholders to influence destination resilience. The study examines the interrelationship between the DMO and the destination stakeholders on national, regional, and local levels. The study consists of 39 interviews with the largest DMOs in Sweden. The results suggest that DMOs employed various forms of communication work and roles. The work, such as working in networks and performing business intelligence, is connected to supporting environmental sensitivity and connectivity, which are crucial to destination resilience. The success of DMOs' communication work in influencing destination resilience depends on their ability to be proactive, adapt to a constantly changing environment, and use established networks. The DMOs learned from and mitigated the consequences of the pandemic while building strength to withstand anticipated future stressors. Thus, the DMOs influenced both planned and adaptive resilience. The study's findings increase our understanding of the communication work and roles employed by DMOs to influence the resilience of a destination.
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| 42. |
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| 43. |
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| 44. |
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| 46. |
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| 47. |
- Åkerström, Marja, et al.
(author)
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Olika vetenskapsteoretiska perspektiv ger olika kunskap: Leave the gun - take the cannoli
- 2014
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In: Kvalitativa metoder i strategisk kommunikation. - 9789144096582 ; , s. 249-269
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Book chapter (peer-reviewed)abstract
- Kapitlet handlar om hur vi kan nå kunskap om något med hjälp av vetenskapsteoretiska insikter; om hur vår förförståelse präglar tänkandet i en viss riktning vilket i sin tur styr typen av kunskapsproduktion. Kapitlet fokuserar således på själva tänkandet och blir därmed giltigt för såväl vetenskapen överlag som för kommunikatörsbranschen då det exempel som främst utvecklas, om storytelling, ligger inom fältet organisations- och förändringskommunikation. Exemplet som används från den amerikanska polisorganisationen analyserar hur vetenskapsteoretiska insikter om främst intentionalism och gadameriansk hermeneutik kan bidra till att förstå organisationskulturen vilket i sin tur kan ligga till grund för att strategiskt kommunicera en ny story och därigenom bidra till en önskad organisationsförändring och en mer jämställd organisation. Ontologins och epistemologins betydelse i och för tänkandet samt för de faktuella konsekvenserna diskuteras och analyseras i förhållande till två andra exempel; historien om den svenska rasbiologiska forskningen respektive demokratiforskningen i Sverige om medborgarna i den politiska kommunikationen. Författaren framhåller vikten av att ha ett dialektiskt förhållningssätt till vetenskapsteori och genom exemplen visas hur olika ontologiska och epistemologiska antaganden samt hur olika vetenskapsteoretiska perspektiv kan leda till disparata svar och undersökningsresultat såväl inom vetenskapen som i det omgivande samhället. Kapitlet ger också en insikt i varför förändringskommunikation ibland lyckas och ibland misslyckas. Kapitlet visar att inte bara insamlings- eller analysmetodologiska val styr utfallet i en studie utan i lika stor, eller högre grad,de steg i tänkandet som föregår dessa val.
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