Haywantee Ramkissoon (PhD)

Monash University, Monash Business School, Adjunct

University of Johannesburg, South Africa, College of Business and Economics, Senior Research Associate

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Dr Haywantee (Rumi) Ramkissoon is Full Professor of Tourism Marketing. She is based in Europe and Australia. She is also a Senior Research Associate at the University of Johannesburg. Rumi was honored with the international prestigious global Emerging Scholar of Distinction award, from the International Academy for the study of tourism for her contribution to innovative, ground-breaking research in tourism. She is a double doctorate 1)Applied environmental psychology, (2) Tourism. She has been a visiting scholar/professor at several reputable state universities in USA, and Canada, Australasia, Asia, and Europe. She got 4 scholarships for her doctoral studies and 2 postdoctoral fellowships based on academic excellence. She holds a Masters of Science degree in Tourism, Conservation and Sustainable Development from University of Greenwich, UK and her Bachelors degree is in Philosophy from University of Pune, India. Rumi also holds a graduate certificate in classical Indian dance Kathak.

Rumi has taught on undergraduate and postgraduate tourism programs at accredited world renowned universities. She writes and publishes on a range of issues in Sustainable Tourism Development. Her research has been published in high quality tourism and hospitality journals such as Annals of Tourism Research, Tourism Management, Journal of Travel Research, Journal of Sustainable Tourism, Tourism Analysis, and Journal of Hospitality and Tourism Research among others. She is the book review editor for Current Issues in Tourism and serves as Research Note Editor for the Journal of Hospitality Marketing & Management. She serves on the Editorial (Advisory) Board of 15 prestigious journals. She is a reviewer for several Tier 1 tourism, hospitality and natural resources journals. She is a joint recipient of research grants and an executive member of tourism/marketing boards.
Supervisors: Prof Muzzo Uysal, Prof Betty Weiler, and Assoc. Pof. Liam Smith

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Book chapters by Haywantee Ramkissoon (PhD)

Tourism institutions and agencies. The Sage Handbook of Tourism Management

Tourism institutions and agencies. The Sage Handbook of Tourism Management, 2018

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Role of Ethnic Cultural Events to Build an Authentic Destination Image: A case of “Pohela Boishakh”. In A. Hassan & A. Sharma (eds) Tourism Events in Asia. Routledge: Oxon, UK.

by Haywantee Ramkissoon (PhD) and Afreen Choudhury

Local festivals are becoming increasingly important tourist attractions for the sophisticate... more Local festivals are becoming increasingly important tourist attractions for the sophisticated tourist in quest of new authentic experiences (Ramkissoon and Uysal, 2014, Ramkissoon, 2015; 2016). The extent to which local festivals can grow as a point of attraction for international tourists while fulﬁlling their social and cultural roles at the national level is an issue of immense importance to social and cultural policy makers and destination marketers. This chapter explores the local festival of ‘Pohela Boishakh’, which is the celebration of the Bengali New Year, ‘Pohela Boishakh’. It is recognized by UNESCO as ‘Intangible Cultural Heritage of Humanity’ and identified as the largest national event of Bangladesh, a developing economy with crucial geo-political importance in the South-Asian region, with substantial economic promises for the local population (UNESCO, 2016). This chapter draws on Getz, Andersson and Larson (2007)’s framework to explore festival stakeholder relationships, especially, resource dependency issues, with a view to advancing the application of stakeholder theory to festival tourism, festival management and marketing in an integrated manner. Implications for tourism and event management along with theoretical advances are discussed with suggestions for future research in the field.
Keyword: festival branding, stakeholder theory, cultural heritage, heritage tourism

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Ramkissoon, H. & Uysal, M. (2018). Authenticity as a value co-creator of tourism experiences. In Prebensen, N. K., Chen, J. S. and Uysal, M.S. (eds.) Creating Experience Value in Tourism, 3rd Edition. CABI, Wallingford, UK, pp. 98 – 109.

Authenticity as a value co-creator of tourism experiences., 2018

Augmented Reality Application in Visitor Experiences

Chapter Synopsis Technology as Augmented Reality (AR) is applied in tourist destinations mainly m... more Chapter Synopsis Technology as Augmented Reality (AR) is applied in tourist destinations mainly museums across the world to enhance visitor experiences. AR is a technology that integrates digital information with live video displays in the user's real time environment. AR application in museums can add relative advantages in terms of visitor experience. AR technology evidently is in application in museums in countries of the world, those typically tagged as having improved technological structures. In these museums mostly in Europe, AR plays a crucial role in knowledge sharing allowing spaces for visitor experience generation. Also, AR technology application arguably supports marketing and branding of that particular destination either by word-of-mouth recommendation or by repeat visit. The competitive advantages of AR technology application in museums suggest that this technology can possibly be replicated in countries with emerging tourism economies. This envisages Bangladesh as the instance. The country as a promising tourist destination has a considerable number of museums. Epitomizing the Bangladesh National Museum, the chapter concludes that the replication of AR technology application is a possibility in Bangladesh requiring three initial facts namely (1) lack of experts with relevant expertise, (2) display space capacity enhancement and (3) interest creation within the visitors.

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Impact of sustainability practices on hospitality consumers’ behaviors and attitudes: A Case of LUX* Resorts & Hotels

by Vishnee Sowamber, Haywantee Ramkissoon (PhD), and Felix Mavondo

In Dogan Gursoy (ed). Routledge Handbook of Hospitality Marketing.

Hospitality Consumers’ Information Search Behavior: Reinforcement and Displacement of Traditional Media, D. Gursoy (ed.) Routledge Handbook of Hospitality Marketing

There is a growing interest from researchers and hospitality providers to understand how consumer... more There is a growing interest from researchers and hospitality providers to understand how consumers look for various products and services provided by the hospitality industry. With consumers using different media technologies, hospitality providers are now accelerating the flow of information across different channels of communication. This chapter seeks to explore significant gaps on the role of online media referred to as the “new media” on hospitality consumers’ information search behavior. This chapter contributes to the theoretical advancement of knowledge by delving into the significance of current trends in hospitality consumers’ information search behavior through the lens of convergence culture.

Keywords: Information search behaviour; new media; convergence culture; reinforcement; displacement

Hospitality Consumers’ Decision Making

D. Gursoy (ed) Routledge Handbook of Hospitality Marketing

With growing insights and the call for more sustainable practices to contribute to the protection... more With growing insights and the call for more sustainable practices to contribute to the protection of the environment, consumers of tourism and hospitality are becoming more ecologically conscious, demanding for more sustainable products. This chapter provides a review of behavioral models most relevant to choice of hospitality products and services. It contributes to the existing repertoire of knowledge through an exploration of information processing, personal efficacy, innovation and image as important factors influencing hospitality consumers’ decision-making, and brings forward a range of theoretical and practical implications. It is expected to assist hospitality providers to understand consumers’ decision-making in choice of sustainable hospitality products and services. This will allow practitioners make informed decisions in provision of sustainable innovative hospitality products and services sought by the target audience.

Keywords: Decision-making; Information processing; personal efficacy; innovation; image

Therapeutic landscapes, restorative environments, place attachment and well-being (Published in Nature and Public Health, eds. William Bird and Maltilda Annerstedt vab den Bosch)

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Hassan, A. & Ramkissoon, H. Augmented reality application for visitor experiences: Examples and replication. Visitor Management, eds. Julia N. Albrecht, CABI)

Technology as Augmented Reality (AR) is applied in tourist destinations mainly museums across the... more Technology as Augmented Reality (AR) is applied in tourist destinations mainly museums across the world to enhance visitor experiences. AR is a technology that integrates digital information with live video displays in the user’s real time environment. AR application in museums can add relative advantages in terms of visitor experience. AR technology evidently is in application in museums in countries of the world, those typically tagged as having improved technological structures. In these museums mostly in Europe, AR plays a crucial role in knowledge sharing allowing spaces for visitor experience generation. Also, AR technology application arguably supports marketing and branding of that particular destination either by word-of-mouth recommendation or by repeat visit. The competitive advantages of AR technology application in museums suggest that this technology can possibly be replicated in countries with emerging tourism economies. This envisages Bangladesh as the instance. The country as a promising tourist destination has a considerable number of museums. Epitomizing the Bangladesh National Museum, the chapter concludes that the replication of AR technology application is a possibility in Bangladesh requiring three initial facts namely (1) lack of experts with relevant expertise, (2) display space capacity enhancement and (3) interest creation within the visitors.

Keywords: Augmented Reality, visitor experiences, museum, Bangladesh, replication

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Ramkissoon, H. (2016). Place satisfaction, place attachment and quality of life: development of a conceptual framework for island destinations. Sustainable island tourism: competitiveness and quality of life, 106-116.

Existing research in island destinations have focussed largely on perceived positive and negative... more Existing research in island destinations have focussed largely on perceived positive and negative environmental, social, cultural and economic impacts. Recognizing the contribution of these studies, this chapter delves into how visitors’ place satisfaction contributes to overall quality of life, without which the sustainability of the tourism industry in small island economies may be threatened. Adopting the attitude-behaviour framework, the objective of this study is to propose and develop a theoretical framework bridging the nexus between place satisfaction, place attachment, pro-environmental behavior and overall quality of life of local visitors at distinctive cultural and natural attractions in island destinations. The integrated model draws from the environmental psychology literature proposing the mediating effects of (1) place attachment on the relationship between local visitors’ place satisfaction and pro-environmental behavior (2) local visitors’ pro-environmental behavior on the relationship between place attachment and their overall quality of life. The main theoretical contribution relates to the development of a conceptual framework proposing place attachment with the inclusion of the four dimensions (affect, identity, dependence, social bonding) and pro-environmental behavior as a mediating constructs in a single model. Suggestions for the implementation of sustainable island tourism and quality of life and limitations of the study are discussed.
Key words: Place attachment; Place satisfaction; Pro-environmental behavior; Quality of life

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Ramkissoon. H. & Mavondo, F. Managing Customer Relationships in Hotel Chains: A Comparison between Guest and Manager Perceptions (Published in Routledge Handbook of Hotel Chain Management, eds. Vince Magnini, Maya Ivanova and Stanislav Ivanov p. 295)

by Haywantee Ramkissoon (PhD) and Felix Mavondo

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Hristov, D. & Ramkissoon, H. Bringing Cross-disciplinarity to the Fore: A Methodological Framework for Leadership in Destination Management Organisations (published in R. Nunkoo (ed). Handbook of Research Methods in Tourism and Hospitality Management)

by Dean Hristov and Haywantee Ramkissoon (PhD)

Grounded in three core paradigms from the mainstream organisational literature, namely DMOs and d... more Grounded in three core paradigms from the mainstream organisational literature, namely DMOs and destinations, leadership and DL and Network theory and SNA, this chapter puts forward and discusses a cross-disciplinary, three-phase methodological framework for the study of the enactment and practice of DL in contemporary DMOs.

Ramkissoon, H. Traditional cultural festivals: The development of a conceptual framework. In J. Laing, & W. Frost. Rituals and traditional events in a modern world. Routledge

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Ramkissoon, H. & Uysal, M. Authenticity as a value co-creator of tourism experiences. In N. Prebensen, J. Chen, & M. Uysal (eds). Experience value in tourism. CABI.

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Ramkissoon, H. Samadhi Spa & Wellness Retreat: An Australian Case Study in Jay Kandampully Service Management (pp. 394-397). Kendall Hunt Publishing Company.

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Papers by Haywantee Ramkissoon (PhD)

Sport tourists’ preferred event Attributes and MotiveS: A Case of Sepak Takraw, Malaysia

Journal of Hospitality and Tourism Research, 2020

This study investigates differences in motives, event attributes, and information sources, which ... more This study investigates differences in motives, event attributes, and information sources, which influenced sport tourists’ decision and attendance at the Sepak Takraw event in Malaysia. Data were collected from 224 domestic sports tourists and 92 foreign sports tourists. Findings show that domestic and foreign sports tourists significantly differed in their motives and preferred event attributes. Domestic sports tourists indicate using mass communication items in their decision making to attend the event. Social networking was the most important information source for foreign sports tourists. Practical implications for local sports tourism marketers within small-scale sports events in Malaysia are discussed.

Online Tourism Information and Tourist Behavior: A Structural Equation Modeling Analysis Based on a Self-Administered Survey

Frontiers in Psychology, 2020

This study presents the interacting phenomena of perceived tourist destination online content (TD... more This study presents the interacting phenomena of perceived tourist destination online content (TDOC) and tourists’ behavioral intentions with a mediating role of tourists’ satisfaction, which is as yet under-explored in hospitality and tourism research. A model based on three main constructs, namely TDOC (with sub-constructs of online information quality and user-friendly accessibility), satisfaction, and tourists’ behavioral intentions [with sub-constructs of intentions to visit a tourist destination and electronic word-of-mouth (eWOM)], is presented to determine the growth of tourism business with the internet. Data were collected via a questionnaire-based survey from 413 tourists staying at hotels in Lahore city in Pakistan. Partial least square structural equation modeling was used to statistically analyze the gathered data. The findings indicate that tourists’ perceived TDOC directly influences their behavioral intentions, while tourists’ satisfaction exerts a mediating influence between tourists’ perceived TDOC and their behavioral intentions. Taking advantage of an economical and widespread online environment, destination marketing organizations could attract more tourists by fostering confidence in TDOC and positive eWOM to remain competitive in the long run. Important theoretical and practical implications are discussed.

Keywords: online tourism information, tourist perceptions, satisfaction, tourist behavior, electronic word-of-mouth, destination marketing

Industrialization of Nature in the Time of Complexity Unawareness, The Case of Chitgar Lake, Iran (forthcoming). Journal of Hospitality & Tourism Research

by arash akhshik and Haywantee Ramkissoon (PhD)

Industrialization of Nature in the Time of Complexity Unawareness, The Case of Chitgar Lake, Iran (forthcoming). Journal of Hospitality & Tourism Research, 2020

Employing a value-belief-norm framework to gauge Carthage residents’ intentions to support sustainable cultural heritage tourism. Journal of Sustainable Tourism, March 2020

by HUDA A . megeirhi, Haywantee Ramkissoon (PhD), and Tara Joyce Denley

Employing a value-belief-norm framework to gauge Carthage residents’ intentions to support sustainable cultural heritage tourism. Journal of Sustainable Tourism, 2020

In light of the recent conflicts in Carthage over land use, Cultural heritage preservation, and s... more In light of the recent conflicts in Carthage over land use, Cultural heritage preservation, and sustainable tourism, this work utilized a value-belief-norm (VBN) theoretical framework to consider psychological antecedents of residents’ behavioral intentions to support Cultural heritage tourism. As such, personal values, cultural worldview, awareness of consequences, ascription of responsibility, and subjective norms were considered antecedents of intentions to support Cultural heritage tourism. Data were collected from 475 Carthage residents in nine neighborhoods adjacent to UNESCO World Heritage Sites using an on-site self-administered questionnaire. The proposed model was assessed through confirmatory factor analysis (to demonstrate sound psychometric properties across all 11 factors within the model), followed by structural equation modelling. Overall, 15 of the 19 proposed hypotheses were supported, ultimately contributing to 28% of the variance explained in residents’ behavioral intentions to support Cultural heritage tourism. This work not only provides support for the utilization of the VBN model within the context of cultural heritage tourism, it also deepens our understanding of the theoretical framework through the inclusion of the multi-dimensional construct cultural worldview.

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Social customer relationship management An integrated conceptual framework (2018). Journal of Hospitality Marketing & Management

Social customer relationship management An integrated conceptual framework. , 2018

In recent years, the concept of customer relationship management (CRM) has undergone a major chan... more In recent years, the concept of customer relationship management (CRM) has undergone a major change from being a strategy that focused solely on establishing financial bonds with customers to one that promotes both transactional and interactional relationships with customers. This has given rise to a new form of CRM which is known as social customer relationship management (SCRM) or CRM 2.0. Hence, this study develops and proposes a conceptual model to address rela- tionships between customer relationship management, social media technologies, customer engagement, positive word of mouth and brand loyalty. This paper brings significant contributions to hospitality CRM literature and marketing communication theory. It serves as a reference for hospitality practitioners who can derive insights on the potential economic advantage such as brand loyalty and consumer behaviour benefits in the form of positive word of mouth which can result from the effective implementation of a SCRM strategy.

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Haywantee Ramkissoon (PhD)

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