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Heritage site management: from dark tourism to transformative service experience?

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  • Roxanna Magee
  • Audrey Gilmore

Abstract

This paper investigates the managerial perspectives of dark heritage sites and considers how visitors can benefit from and ideally be transformed by the overall experience. Initially the paper provides a review of dark tourism literature and considers the relevance of the servicescape concept for this context. An in-depth case-based method was used to investigate site managers' perspectives and key issues related to visitor's experience and engagement. Heritage sites no longer want to be seen as dark places and are striving to become sites of sensitive heritage where the focus is on visitor and social engagement. The contribution of this study to services theory is in its illumination of the integrative role of socially symbolic dimensions for heritage sites. The role of the servicescape is central to the co-creation of individual, personal socially symbolic experiences and to the longer-term societal mission of social change and global citizenships.

Suggested Citation

  • Roxanna Magee & Audrey Gilmore, 2015. "Heritage site management: from dark tourism to transformative service experience?," The Service Industries Journal, Taylor & Francis Journals, vol. 35(15-16), pages 898-917, November.
    • Handle: RePEc:taf:servic:v:35:y:2015:i:15-16:p:898-917
    DOI: 10.1080/02642069.2015.1090980
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    Cited by:

    1. Luna-Cortés, Gonzalo & López-Bonilla, Luis Miguel & López-Bonilla, Jesús Manuel, 2022. "The consumption of dark narratives: A systematic review and research agenda," Journal of Business Research, Elsevier, vol. 145(C), pages 524-534.
    2. Karina A. Rus & Ștefan Dezsi & Ovidiu R. Ciascai & Florin Pop, 2022. "Calibrating Evolution of Transformative Tourism: A Bibliometric Analysis," Sustainability, MDPI, vol. 14(17), pages 1-40, September.
    3. Soulard, Joelle & McGehee, Nancy Gard & Stern, Marc, 2019. "Transformative tourism organizations and glocalization," Annals of Tourism Research, Elsevier, vol. 76(C), pages 91-104.
    4. Light, Duncan, 2017. "Progress in dark tourism and thanatourism research: An uneasy relationship with heritage tourism," Tourism Management, Elsevier, vol. 61(C), pages 275-301.
    5. Soulard, Joelle & McGehee, Nancy Gard & Stern, Marc J. & Lamoureux, Kristin M., 2021. "Transformative tourism: Tourists' drawings, symbols, and narratives of change," Annals of Tourism Research, Elsevier, vol. 87(C).

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