Meet Customer Expectations

choppedspleenΜηχανική

21 Φεβ 2014 (πριν από 3 χρόνια και 5 μήνες)

59 εμφανίσεις

Enhancing Resources to
Meet Customer Expectations

Lisa Pennisi, PhD

University of Nebraska, Lincoln

What do visitors want?


Motivations


Push and
pull

Why Nebraska?

The experience!

Pioneer Spirit



Benefits sought

Motivations for Outdoor Recreation


Achievement


Leadership


Risk Taking


Equipment


Family Togetherness


Being with People


Meeting
-
Observing New
People


Learning
-
Discovery
-
Exploration


Relationships with Nature


Reflect on Personal Values


Creativity


Nostalgia


Exercise
-
Physical Fitness


Physical Rest


Escape Personal
-
Social
Pressures


Escape Physical Pressures


3 Primary Inputs


Visitor

Management

Natural Resource

(Setting)

The Visitor


Understand the
Visitor


Needs Hierarchy


physiological needs,
safety, acceptance,
attachment, self
-
actualization


Visitor Motives


Style of Participation


Visitor perception


What does the visitor expect?

Natural Resource


Impacted by tourism
and recreation


Impact?


A change in condition


Neutral word


good or
bad


Impacts


Soil compaction & erosion


Water edges


sedimentation & erosion


Change in vegetation species


Damage to trees


Wildlife



Need to be addressed whether visitors
notice or not


Soil Impacts


Loss of organic litter

Loss of organic soils

Soil compaction

Decreased soil moisture

Soil erosion

Vegetation Impacts


Loss of vegetation cover

Compositional change

Spread of non
-
native species

Tree damage & root exposure

Tree cutting, loss of regeneration

Loss of shrubs

Water Resource Impacts


Increased turbidity, sedimentation

Oil & gas from engines

Soaps (phosphates)

giardia

Wildlife Impacts


Feeding & breeding
patterns


Parent
-
offspring bonds


Vulnerability to predators
& competitors


Transmission of diseases


Habituation or emigration


Mortality

Social Impacts

Conflict

Crowding

Depreciative Behavior

Littering

Cultural Resource

Impacts

Theft of artifacts

Damage to historic structures

Damage to cultural features

Impacts can increase

the difficulty of travel

Impacts can represent

depreciative behavior

Impacts can intensify

conflict between use types

Social Significance

Impacts reduce the quality of recreational experiences . . .

Ecological Significance

Impacts can alter

natural processes

Impacts are a departure

from natural conditions

Impacts can threaten natural conditions and processes . . .

Managerial Significance

Impacts threaten resource

protection objectives

Impacts are expensive to repair

Impacts noticed by visitors


Functionality


Muddy campsites and
trails


Absence of wildlife

fishing, birding, etc.



Grossly Artificial


Litter and/or trash


Noise


Extensive painting


Too many signs

What’s management to do?


Staging


Clean
-
up


“Remodel”


Enhance desirable
elements


Views


visual experiences


Shade/sun areas screening


Vegetation

beautification


Experience


Hands
-
on activities


Interpretation


What’s management to do?


Minimize visitor impacts proactively


Directly


Limit numbers


“zoning”
-

restrict access to areas


Disperse visitors to avoid concentration


Properly design trails and water access


Indirectly
-

education



Monitor Impacts


Erosion


soil type and slope important


Vegetation damage


Area popularity


Visitor complaints


Desirable Elements to Enhance


Access (handicap,
parking, RV, trails)


Energy Efficiency


Signage


Stage/Ambience

Minimize Undesirable Elements


Noise


Wind


Drainage


Anything Unsightly
(backstage)


Sun


Management Concepts


Durability of the site


Ability to sustain itself under use


Deterioration of vegetation is faster than
recovery


Initial use causes the most impact


Resilience of species varies and is very
important


Ability to recover


Some use types are not compatible

Most important Manager
Considerations

Establish a
substantial experience



make people want to come back & tell friends


examine the design and effects of structures
on aesthetics of each site


Establish an Appropriate Experience



Consider the personality of the place


Consider the personality of the users