Bert Smit | Breda University of Applied Sciences (original) (raw)

Papers by Bert Smit

Zenodo (CERN European Organization for Nuclear Research), Nov 30, 2022

This project has received funding from the European Union's Horizon 2020 research and innovation ... more This project has received funding from the European Union's Horizon 2020 research and innovation programme under grant agreement No. 870708 Deliverable D7.5 Disclaimer: The contents of this deliverable are the sole responsibility of one or more Parties of the SmartCulTour consortium and can under no circumstances be regarded as reflecting the position of the Research Executive Agency and European Commission under the European Union's Horizon 2020 programme.

Zenodo (CERN European Organization for Nuclear Research), Dec 31, 2022

This project has received funding from the European Union's Horizon 2020 research and innovation ... more This project has received funding from the European Union's Horizon 2020 research and innovation programme under grant agreement No. 870708 Deliverable D7.4 Disclaimer: The contents of this deliverable are the sole responsibility of one or more Parties of the SmartCulTour consortium and can under no circumstances be regarded as reflecting the position of the Research Executive Agency and European Commission under the European Union's Horizon 2020 programme.

Sustainable Customer Experience Design, 2018

The Routledge Handbook of Tourism Experience Management and Marketing, 2020

The document shows the results of D7.1, namely, a Manual – also known as a Menu – that consists o... more The document shows the results of D7.1, namely, a Manual – also known as a Menu – that consists of a set of service design and art-based tools/methods for cultural tourism stakeholder consultation and engagement. The Manual serves as one building block of a system of instruments within WP7, along with the SmartCulTour Game, the SmartCulTour Toolkit, and the Strategic Roadmap, which will be developed in the next stages under WP7, constantly evolving to keep pace with the needs of the Living Labs (hereafter referred to as 'the Labs' or 'LLs') throughout the lifecycle of the SmartCulTour project. The methods included in this Manual will be adopted and further developed in collaboration with the Labs, while the Manual itself can also serve as a valuable tool for the organisation and facilitation of community workshops in general. The double-diamond design process model serves as a service design framework to help narrow down the set of tools/methods to be developed, test...

Sustainable Customer Experience Design, 2018

Sustainable Customer Experience Design, 2018

Current Issues in Tourism, 2020

Experiences are at the core of tourism and hospitality. Understanding how to design, manage and m... more Experiences are at the core of tourism and hospitality. Understanding how to design, manage and measure such experiences has become a key topic in academic literature focused on this sector. This paper presents the characteristics of an optimal design process model for experiences, based on the results of a meta-ethnographic synthesis of such processes. The characteristics can be seen as critical success factors in delivering the right solution to the right problem efficiently and effectively. Depending on the context, starting level and aim of the design, designers can benefit from applying several different design processes. Such a process benefits from design capabilities developed in multidisciplinary teams. Moreover, the design process aids design teams through steering the collection of explicit and tacit knowledge on problem and solution aspects with stakeholders in a specific order. The success of a design process depends on procedural knowledge of lead designers and their ability to orchestrate and integrate contributions from various disciplines and stakeholders at the right times. Existing design processes for tourism and hospitality experiences lack maturity and flexibility, resulting in them having poor structural validity. However these processes, with insights from design science, can form a base for further theoretical development.

Current Issues in Tourism, 2019

The tourism industry tries to strategically manage a customer's experience by carefully designing... more The tourism industry tries to strategically manage a customer's experience by carefully designing, staging and managing the customer journey, in order to create a memorable experience. But what if that memory already has its onset during the experience itself? In this article, we introduce the concept of 'anticipatory nostalgia' and define it as a moment immediately after a peak moment in the experience, which entails the creation of a mental image of a future moment in time that is accompanied by an emotional response. We present a theoretical model to explicate a process in which anticipatory nostalgia can enhance the meaningfulness and memorability of an experience. We reason that anticipatory nostalgia is characterized by a joyous feeling yet followed by the elicitation of sad emotions. This implies that the tourist already begins to miss aspects of the experience before it is over. This moment results in a reflection which might replace the joy-sadness connection with a joy-calmness connection. Thereby, placing more emphasis on the uniqueness of the total experience. Potential methods for research are discussed in detail and address the explorative content analysis of autobiographical narratives and photo-elicited interviews, complemented by the use of virtual reality vignettes while measuring several physiological signals.

International Journal of Contemporary Hospitality Management, 2019

PurposeThis paper aims to stimulate the discussion in the fields of hospitality, tourism and leis... more PurposeThis paper aims to stimulate the discussion in the fields of hospitality, tourism and leisure on what exactly constitutes “an experience” and how to measure it; the authors unpack the experience construct into its core constituent elements, namely, emotions.Design/methodology/approachThe paper reviews insights from psychology and cognitive neuroscience that define experiences as a fine-grained temporal succession of emotions that occur during an experiential episode. Limitations of current methods for measuring experiences are discussed, after which biometric and neuroscientific methods are reviewed that are optimally geared toward measuring emotions, as they occur during an experience with fine temporal detail.FindingsAn overview is presented of the available studies within the fields of hospitality, tourism and leisure that use these methodologies. These studies show that using these methodologies provides a fruitful methodological approach to measuring experiences in real ...

Tourism Management Perspectives, 2016

This paper identifies and analyses a specific psychological barrier that plays a crucial role in ... more This paper identifies and analyses a specific psychological barrier that plays a crucial role in explaining why the tourism accommodation sector so far has only made a limited contribution to sustainable development. This barrier represents a so-called social dilemma and relates to behavioural patterns and conflicting interests of relevant stakeholders and their inability to resolve the resulting lock-in. Through presenting and reviewing the outcomes of three empirical studies and relating them to relevant literature, this paper explores the details of this particular social dilemma. It also establishes promising avenues for moving beyond the current stagnation point. The paper concludes that there is an urgent need for more research into the social, cultural and psychological structures and barriers that lock-in the behaviour of relevant stakeholders. However, it is also concludes that actually resolving the dilemma is a shared responsibility of all stakeholders and requires more than just research, for instance setting up galvanising action groups and adjusting tourism and hospitality curricula.

Annals of Tourism Research, 2021

This conceptual paper develops and justifies a pro-active, design-driven approach to sustainable ... more This conceptual paper develops and justifies a pro-active, design-driven approach to sustainable destination development. Using insights from design science, it helps explain the limited practical usability of concepts such as the Tourism Area Life Cycle, by noting that these often focus on an aggregated 'topological' level of destination design, while a focus on experiences and product development on a 'typological' and 'morphological' level is key to constitute change. The 'Tourism Destination Design Roadmap' is introduced, its potential to scrutinise 'visitor flows' is explored as well as ways in which it can contribute to developing desirable qualities in a destination, while minimising negative impacts. The paper concludes by highlighting its conceptual contribution and identifying directions for future research.

Facilities, 2015

Purpose – This paper aims to develop an understanding of the potential for application of facilit... more Purpose – This paper aims to develop an understanding of the potential for application of facilities management concepts and principles in the context of the “zoo sector”. Design/methodology/approach – The paper is a conceptual one and begins with a narrative designed to provide sufficient background to understanding key issues relevant to the practice of facilities management in zoological and similar institutions, including the implications of conservational/scientific and display imperatives of zoological facilities for facilities management. We then consider how these issues can be worked through in the context of four broad dimensions of facilities management: strategies for the management of stakeholder behaviour (non-human animals, personnel and visitors); building and environmental design (including space usage); safety, security and health; and “miscellaneous” services. The paper concludes by providing a provisional framework for further research into facilities management ...

Zenodo (CERN European Organization for Nuclear Research), Nov 30, 2022

This project has received funding from the European Union's Horizon 2020 research and innovation ... more This project has received funding from the European Union's Horizon 2020 research and innovation programme under grant agreement No. 870708 Deliverable D7.5 Disclaimer: The contents of this deliverable are the sole responsibility of one or more Parties of the SmartCulTour consortium and can under no circumstances be regarded as reflecting the position of the Research Executive Agency and European Commission under the European Union's Horizon 2020 programme.

Zenodo (CERN European Organization for Nuclear Research), Dec 31, 2022

This project has received funding from the European Union's Horizon 2020 research and innovation ... more This project has received funding from the European Union's Horizon 2020 research and innovation programme under grant agreement No. 870708 Deliverable D7.4 Disclaimer: The contents of this deliverable are the sole responsibility of one or more Parties of the SmartCulTour consortium and can under no circumstances be regarded as reflecting the position of the Research Executive Agency and European Commission under the European Union's Horizon 2020 programme.

Sustainable Customer Experience Design, 2018

The Routledge Handbook of Tourism Experience Management and Marketing, 2020

The document shows the results of D7.1, namely, a Manual – also known as a Menu – that consists o... more The document shows the results of D7.1, namely, a Manual – also known as a Menu – that consists of a set of service design and art-based tools/methods for cultural tourism stakeholder consultation and engagement. The Manual serves as one building block of a system of instruments within WP7, along with the SmartCulTour Game, the SmartCulTour Toolkit, and the Strategic Roadmap, which will be developed in the next stages under WP7, constantly evolving to keep pace with the needs of the Living Labs (hereafter referred to as 'the Labs' or 'LLs') throughout the lifecycle of the SmartCulTour project. The methods included in this Manual will be adopted and further developed in collaboration with the Labs, while the Manual itself can also serve as a valuable tool for the organisation and facilitation of community workshops in general. The double-diamond design process model serves as a service design framework to help narrow down the set of tools/methods to be developed, test...

Sustainable Customer Experience Design, 2018

Sustainable Customer Experience Design, 2018

Current Issues in Tourism, 2020

Experiences are at the core of tourism and hospitality. Understanding how to design, manage and m... more Experiences are at the core of tourism and hospitality. Understanding how to design, manage and measure such experiences has become a key topic in academic literature focused on this sector. This paper presents the characteristics of an optimal design process model for experiences, based on the results of a meta-ethnographic synthesis of such processes. The characteristics can be seen as critical success factors in delivering the right solution to the right problem efficiently and effectively. Depending on the context, starting level and aim of the design, designers can benefit from applying several different design processes. Such a process benefits from design capabilities developed in multidisciplinary teams. Moreover, the design process aids design teams through steering the collection of explicit and tacit knowledge on problem and solution aspects with stakeholders in a specific order. The success of a design process depends on procedural knowledge of lead designers and their ability to orchestrate and integrate contributions from various disciplines and stakeholders at the right times. Existing design processes for tourism and hospitality experiences lack maturity and flexibility, resulting in them having poor structural validity. However these processes, with insights from design science, can form a base for further theoretical development.

Current Issues in Tourism, 2019

The tourism industry tries to strategically manage a customer's experience by carefully designing... more The tourism industry tries to strategically manage a customer's experience by carefully designing, staging and managing the customer journey, in order to create a memorable experience. But what if that memory already has its onset during the experience itself? In this article, we introduce the concept of 'anticipatory nostalgia' and define it as a moment immediately after a peak moment in the experience, which entails the creation of a mental image of a future moment in time that is accompanied by an emotional response. We present a theoretical model to explicate a process in which anticipatory nostalgia can enhance the meaningfulness and memorability of an experience. We reason that anticipatory nostalgia is characterized by a joyous feeling yet followed by the elicitation of sad emotions. This implies that the tourist already begins to miss aspects of the experience before it is over. This moment results in a reflection which might replace the joy-sadness connection with a joy-calmness connection. Thereby, placing more emphasis on the uniqueness of the total experience. Potential methods for research are discussed in detail and address the explorative content analysis of autobiographical narratives and photo-elicited interviews, complemented by the use of virtual reality vignettes while measuring several physiological signals.

International Journal of Contemporary Hospitality Management, 2019

PurposeThis paper aims to stimulate the discussion in the fields of hospitality, tourism and leis... more PurposeThis paper aims to stimulate the discussion in the fields of hospitality, tourism and leisure on what exactly constitutes “an experience” and how to measure it; the authors unpack the experience construct into its core constituent elements, namely, emotions.Design/methodology/approachThe paper reviews insights from psychology and cognitive neuroscience that define experiences as a fine-grained temporal succession of emotions that occur during an experiential episode. Limitations of current methods for measuring experiences are discussed, after which biometric and neuroscientific methods are reviewed that are optimally geared toward measuring emotions, as they occur during an experience with fine temporal detail.FindingsAn overview is presented of the available studies within the fields of hospitality, tourism and leisure that use these methodologies. These studies show that using these methodologies provides a fruitful methodological approach to measuring experiences in real ...

Tourism Management Perspectives, 2016

This paper identifies and analyses a specific psychological barrier that plays a crucial role in ... more This paper identifies and analyses a specific psychological barrier that plays a crucial role in explaining why the tourism accommodation sector so far has only made a limited contribution to sustainable development. This barrier represents a so-called social dilemma and relates to behavioural patterns and conflicting interests of relevant stakeholders and their inability to resolve the resulting lock-in. Through presenting and reviewing the outcomes of three empirical studies and relating them to relevant literature, this paper explores the details of this particular social dilemma. It also establishes promising avenues for moving beyond the current stagnation point. The paper concludes that there is an urgent need for more research into the social, cultural and psychological structures and barriers that lock-in the behaviour of relevant stakeholders. However, it is also concludes that actually resolving the dilemma is a shared responsibility of all stakeholders and requires more than just research, for instance setting up galvanising action groups and adjusting tourism and hospitality curricula.

Annals of Tourism Research, 2021

This conceptual paper develops and justifies a pro-active, design-driven approach to sustainable ... more This conceptual paper develops and justifies a pro-active, design-driven approach to sustainable destination development. Using insights from design science, it helps explain the limited practical usability of concepts such as the Tourism Area Life Cycle, by noting that these often focus on an aggregated 'topological' level of destination design, while a focus on experiences and product development on a 'typological' and 'morphological' level is key to constitute change. The 'Tourism Destination Design Roadmap' is introduced, its potential to scrutinise 'visitor flows' is explored as well as ways in which it can contribute to developing desirable qualities in a destination, while minimising negative impacts. The paper concludes by highlighting its conceptual contribution and identifying directions for future research.

Facilities, 2015

Purpose – This paper aims to develop an understanding of the potential for application of facilit... more Purpose – This paper aims to develop an understanding of the potential for application of facilities management concepts and principles in the context of the “zoo sector”. Design/methodology/approach – The paper is a conceptual one and begins with a narrative designed to provide sufficient background to understanding key issues relevant to the practice of facilities management in zoological and similar institutions, including the implications of conservational/scientific and display imperatives of zoological facilities for facilities management. We then consider how these issues can be worked through in the context of four broad dimensions of facilities management: strategies for the management of stakeholder behaviour (non-human animals, personnel and visitors); building and environmental design (including space usage); safety, security and health; and “miscellaneous” services. The paper concludes by providing a provisional framework for further research into facilities management ...