Tourist Guide Role and Performance – Element of Visiting Experience at a Tourism Destination

Abstract

The constant development of the tourism industry was accompanied, both, by positive and negative effects. The increased number of visitors generated substantial revenues for tourism companies and other firms which offer tourist services. Also, destinations' overcrowding is the source of different conflicts which may arise between locals and visitors. One solution is to support visitors' confidence in the services of local tourist guides. The article presents the results of a quantitative marketing research organized among students and master students from the Faculty of Economic Sciences and Business Administration, Transilvania University of Brașov. The sample included 306 respondents, and the findings pointed out that visitors appreciate tourist guide's competence, its oratorical and amusement qualities. At the same time, by fulfilling several roles the tourist guide can enhance visiting experience, can contribute to avoid conflicts and, at the same time, could postpone visitors' intentions to replace its services by a smartphone application.

Keywords

• tourist guide
• tourism destination
• smartphone applications
• visiting experience