Tourism stakeholders' perceptions of service gaps in Arctic destinations: Lessons from Norway's Finnmark region

This research undertakes a case study on current challenges to the provision of tourism services at Arctic destinations. Qualitative method of inquiry is selected to glean the issues and problems proposed in a northernmost Arctic region of Norwegian continent. Three types of tourism stakeholders participate in the study: tourists, tourism professionals, and local residents. The data are collected on six tourism destinations and cruises sailing through the study regions. In total, 68 in-depth personal interviews and three focus group surveys are conducted. Study findings are able to shed some light on shortcomings in service delivery that may be best illuminated by four viewpoints: inadequate infrastructure, lack of government intervention, insufficient travel information at destinations, and an urgent need for sustainable development. The conclusion highlights a managerial implication which relates to the establishment of a collaborative mechanism propelled by government interventions incorporating the interests of all stakeholders in considering the triple bottom-line for sustainable living, that of economy, environment, and human capital. In addition, other valuable implications may entail streamlining e-channels for travel information delivery, monitoring the effects of climate change and instigating educational information at destinations. MANAGEMENT IMPLICATIONS The sensitive environment in the Artic and the increasing tourism lead to significant challenges for management. In order to enhance the conditions the paper proposes: To increase tourist's flexibility and enhance the local networking by improved local network, To develop a sustainable tourism policy under consideration of climate change and a changing accessibility, To implement concepts of growth management while strengthening the local livelihood and economy on a long run. (C) 2016 Elsevier Ltd. All rights reserved.