Reimagining the tourists? customer journey post-COVID-19: a case study of two world heritages sites ? Robben Island Museum and Table Mountain
| dc.contributor.advisor | Dlamini, Siphiwe | |
| dc.contributor.author | Khangala, Shonisani David | |
| dc.date.accessioned | 2026-06-26T09:24:49Z | |
| dc.date.available | 2026-06-26T09:24:49Z | |
| dc.date.issued | 2026 | |
| dc.date.updated | 2026-06-26T09:20:28Z | |
| dc.description.abstract | This study investigated the customer journeys of two strategically significant World Heritage Sites (WHS): Robben Island Museum and Table Mountain, which represent WHS in developing countries, and a cultural and natural WHS. Research is scarce among WHS in developing countries, and more so comparing different WHS types. Grounded in the Experience Economy Theory and incorporating the Service Dominant Logic (SDL) theory, the study harnesses perspectives from tourists, frontline employees, and management to fill significant gaps within the post-pandemic WHS context. It explores the influence of WHS status awareness, perceived Covid-19 risks, and the four realms of the Experience Economy Theory (Education, Entertainment, Escapism, and Esthetic) on customer experience, Self-Brand Concept, Customer Engagement, Satisfaction, and Loyalty. Furthermore, the study compares experience perceptions and WHS awareness among local and international visitors. The study used mixed methodologies to collect data from 600 tourists (300 at each WHS), and data were analysed using IBM SPSS (Statistical Package for the Social Sciences). The qualitative data, collected from 38 respondents comprising WHS management, frontline staff, and tourists through participant observation, semi-structured interviews, and focus groups, was analysed using MAXQDA (MAXimising Qualitative Data Analysis). The findings revealed low WHS awareness at both sites, varied perceptions of Covid-19 risks and perceptions of the four experience realms. The study challenges the notion that WHS status awareness alone enhances the customer experience. Additionally, significant experience perception and WHS awareness differences were noted between local and international tourists, highlighting the need to explore distinct strategies for each group. By comparing a cultural and a natural WHS, the study revealed nuanced differences in visitor engagement, highlighting the need for typology-sensitive strategies to enhance customer journeys. The findings advance scholars' and practitioners' understanding of WHS post-COVID-19 recovery by developing a post-COVID-19 framework for reimaging customer journeys at World Heritage Sites in developing countries. The study's insights can help WHS managers, authorities, and the tourism business develop targeted strategies for post-pandemic tourism experiences. | |
| dc.identifier.apacitation | Khangala, S. D. (2026). <i>Reimagining the tourists? customer journey post-COVID-19: a case study of two world heritages sites ? Robben Island Museum and Table Mountain</i>. (). University of Cape Town ,Faculty of Commerce ,School of Management Studies. Retrieved from http://hdl.handle.net/11427/43401 | en_ZA |
| dc.identifier.chicagocitation | Khangala, Shonisani David. <i>"Reimagining the tourists? customer journey post-COVID-19: a case study of two world heritages sites ? Robben Island Museum and Table Mountain."</i> ., University of Cape Town ,Faculty of Commerce ,School of Management Studies, 2026. http://hdl.handle.net/11427/43401 | en_ZA |
| dc.identifier.citation | Khangala, S.D. 2026. Reimagining the tourists? customer journey post-COVID-19: a case study of two world heritages sites ? Robben Island Museum and Table Mountain. . University of Cape Town ,Faculty of Commerce ,School of Management Studies. http://hdl.handle.net/11427/43401 | en_ZA |
| dc.identifier.ris | TY - Thesis / Dissertation AU - Khangala, Shonisani David AB - This study investigated the customer journeys of two strategically significant World Heritage Sites (WHS): Robben Island Museum and Table Mountain, which represent WHS in developing countries, and a cultural and natural WHS. Research is scarce among WHS in developing countries, and more so comparing different WHS types. Grounded in the Experience Economy Theory and incorporating the Service Dominant Logic (SDL) theory, the study harnesses perspectives from tourists, frontline employees, and management to fill significant gaps within the post-pandemic WHS context. It explores the influence of WHS status awareness, perceived Covid-19 risks, and the four realms of the Experience Economy Theory (Education, Entertainment, Escapism, and Esthetic) on customer experience, Self-Brand Concept, Customer Engagement, Satisfaction, and Loyalty. Furthermore, the study compares experience perceptions and WHS awareness among local and international visitors. The study used mixed methodologies to collect data from 600 tourists (300 at each WHS), and data were analysed using IBM SPSS (Statistical Package for the Social Sciences). The qualitative data, collected from 38 respondents comprising WHS management, frontline staff, and tourists through participant observation, semi-structured interviews, and focus groups, was analysed using MAXQDA (MAXimising Qualitative Data Analysis). The findings revealed low WHS awareness at both sites, varied perceptions of Covid-19 risks and perceptions of the four experience realms. The study challenges the notion that WHS status awareness alone enhances the customer experience. Additionally, significant experience perception and WHS awareness differences were noted between local and international tourists, highlighting the need to explore distinct strategies for each group. By comparing a cultural and a natural WHS, the study revealed nuanced differences in visitor engagement, highlighting the need for typology-sensitive strategies to enhance customer journeys. The findings advance scholars' and practitioners' understanding of WHS post-COVID-19 recovery by developing a post-COVID-19 framework for reimaging customer journeys at World Heritage Sites in developing countries. The study's insights can help WHS managers, authorities, and the tourism business develop targeted strategies for post-pandemic tourism experiences. DA - 2026 DB - OpenUCT DP - University of Cape Town KW - Table Mountain KW - Covid-19 KW - Robben Island Museum LK - https://open.uct.ac.za PB - University of Cape Town PY - 2026 T1 - Reimagining the tourists? customer journey post-COVID-19: a case study of two world heritages sites ? Robben Island Museum and Table Mountain TI - Reimagining the tourists? customer journey post-COVID-19: a case study of two world heritages sites ? Robben Island Museum and Table Mountain UR - http://hdl.handle.net/11427/43401 ER - | en_ZA |
| dc.identifier.uri | http://hdl.handle.net/11427/43401 | |
| dc.identifier.vancouvercitation | Khangala SD. Reimagining the tourists? customer journey post-COVID-19: a case study of two world heritages sites ? Robben Island Museum and Table Mountain. []. University of Cape Town ,Faculty of Commerce ,School of Management Studies, 2026 [cited yyyy month dd]. Available from: http://hdl.handle.net/11427/43401 | en_ZA |
| dc.language.iso | en | |
| dc.language.rfc3066 | eng | |
| dc.publisher.department | School of Management Studies | |
| dc.publisher.faculty | Faculty of Commerce | |
| dc.publisher.institution | University of Cape Town | |
| dc.subject | Table Mountain | |
| dc.subject | Covid-19 | |
| dc.subject | Robben Island Museum | |
| dc.title | Reimagining the tourists? customer journey post-COVID-19: a case study of two world heritages sites ? Robben Island Museum and Table Mountain | |
| dc.type | Thesis / Dissertation | |
| dc.type.qualificationlevel | Doctoral | |
| dc.type.qualificationlevel | PhD |