A best practice framework for visitor information centres in Gauteng Province, South Africa
Year: 2019
Type: dissertation
Study design: Observational Study
Abstract: Globally, Visitor Information Centres are increasingly recognised touchpoints contributing to the success \nof tourism destinations. In Gauteng, South Africa, their numbers continue to decline. The service level of \nthese remaining VICs differ across and fall below expectation. Furthermore, most models of operation \nare obsolete, with these centres having minimal exposure to best practices. Limited research focuses on \nthe supply side, namely the staffing and management of centres. \nThe study focuses on Gauteng VICs and the best practices that could improve future effectiveness. An \nexploratory design was followed which commenced with a concise review of best practice literature, \nglobal case studies and examples on the operation of effective VICs. An empirical study then reported \non the opinions of 25 VIC staff and eight managers from eight Gauteng VICs regarding the current \nsituation and future needs. A two-tiered approach was used to gather data via two custom-designed \nsurveys with Gauteng VIC staff and managers respectively. A snowball sample of 25 staff members and \na purposive sample of eight key informants were obtained. Data were analysed quantitatively using SPSS \nand qualitatively using thematic content analysis; and presented in three parts. The literature, the \nfindings and the researcher’s recommendations culminate in a best practice framework for Gauteng \nVICs. The framework advocates for an integration of traditional and new media services and platforms \nin the dissemination of tourism information based on the funding available to a particular VIC. It is \nenvisaged that if managers implement the best practice framework, it could avert further decline in the \nnumber of VICs. Moreover, it could improve their effectiveness in meeting the needs of the \ntechnologically-savvy and the traditional visitor, thereby ushering the Gauteng VICs into the 21st century.
Author: Shybow Chikati
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2991686840