Purpose: The purpose of this paper is to clarify the mechanisms of conflict between residents and tourists and to propose a conceptual model to assess the impact of such conflicts on city tourism and to suggest a framework to develop strategies to deal with such conflicts and mitigate negative impacts. Design/methodology/approach: Based on desk research a conceptual model was developed which describes the drivers of conflicts between residents and visitors. Building blocks of the model are visitors and their attributes, residents and their attributes, conflict mechanisms and critical encounters between residents and visitors, and indicators of the quality and quantity of tourist facilities. Subsequently the model was used to analyse the situation in Hamburg. For this analysis concentration values were calculated based on supply data of hotels and AirBnB, app-data, and expert consultations. Findings: The study shows that in Hamburg there are two key mechanisms that stimulate conflicts: (1) the number of tourists in relation to the number of residents and its distribution in time and space; (2) the behaviour of visitors measured in the norms that they pose onto themselves and others (indecent behaviour of tourists). Research limitations/implications: The model that was developed is a conceptual model, not a model with which hypotheses can be tested statistically. Refinement of the model needs further study. Practical implications: Based on the outcomes of the study concrete strategies were proposed with which Hamburg could manage and control the balance of tourism. Originality/value: City tourism has been growing in the last decades, in some cases dramatically. As a consequence, conflicts between tourists, tourism suppliers and inhabitants can occur. The rise of the so-called sharing economy has recently added an additional facet to the discussion. The ability to assess and deal with such conflicts is of importance for the way city tourism can develop in the future. This study is an attempt to contribute to the understanding of the mechanism behind and the nature of those conflicts, and the way they can be managed and controlled. Besides it illustrates how data generated by social media (apps) can be used for such purposes.

Purpose – Online data collection is gaining momentum throughout the market research business. At the same time internet users and their online information and booking behaviour are becoming more and more important for the travel and tourism industry. This paper aims to investigate this issue. Design/methodology/approach – The paper researches internet users' travel and information/booking behaviour through online surveys. However, this approach is prone to critical methodological limitations. One of the main issues in this respect is the question of proper definition of the universe and sampling procedures. The paper shows today's chances and limitations of sampling using list-based e-mail invitations and online access panels. Findings – Results indicate that sampling method and length of field time have a substantial influence on response rates. It can further be shown that results from online travel research differ from results obtained in face-to-face interviews even when focussing on the same target group. Research implications – As long as online research differs from research on internet users to such an extent, online surveys seem to be rather a good complement than a substitution for more traditional research methods. Originality/value – The paper shows the limitations and chances of online travel research based on the unique comparison of data from a face-to-face and online access panel surveys.

Visitor management is one way to avoid or mitigate the negative effects of overcrowding in tourism destinations. Visitor management depends upon a set of interventions aimed at guiding visitors and recommending alternatives. Here, we present a conceptual framework of such interventions using an escalation from information, nudging, pricing, and reservation to stoppage (INPReS). The interventions are discussed against the backdrop of the changing role of destination management organisations (DMOs) in smart destinations, the challenges to DMO stewardship in avoiding overcrowding, and the design considerations between nudging and persuasion.

Zusammenfassung: Die Interaktion von Tourist:innen und Einheimischen und damit die Akzeptanz von Tourismus ist verstärkt in den Blick von Tourismusforschung und Destinationspraxis geraten. Studien zeigen, dass fehlende Tourismusakzeptanz ein punktuelles Problem ist und dass die Übernachtungsintensität einen Einfluss auf die Reaktion von Einheimischen hat. Bislang fehlen jedoch flächendeckende Daten zur Übernachtungsintensität und -konzentration der Gemeinden in Deutschland. In dieser Studie werden erstmals die statistisch erfassten Übernachtungsangebote und zusätzlich die Angebote in den Buchungssystemen von Airbnb und Fewo-direkt mit dem Ziel zusammengeführt, eine gemeindescharfe Abbildung der Übernachtungskonzentration und -intensität zu erarbeiten. Die Ergebnisse zeigen zum einen, dass 81 % der Gemeinden in Deutschland übernachtungstouristische Angebote vorhalten. In diesen Gemeinden leben 98 % der Einwohnerinnen und Einwohner. Tourismus geht also fast alle an. Die Ergebnisse zeigen außerdem, dass Privatvermietungen nicht zu einer Entzerrung der räumlichen Konzentration führen, das Konzentrationsmaß ist bei Privatvermietungen höher als bei statistisch meldepflichtigen Betrieben.