A framework to analyse tourism vs.

residential uses conflicts in historical neighbourhoods

The case of Bairro Alto neighbourhood

Maria do Carmo Anjos de Sousa Rêgo

Instituto Superior Técnico, University of Lisbon, Lisboa, Portugal

Abstract: The coexistence of residents and tourists in historical neighbourhoods and the increased nightlife pressure in the
same area, often lead to conflicts. An in-depth analysis of the sources of conflict is crucial for developing the appropriate
strategies to manage these urban areas. This paper specifically addresses conflicts between tourism and residential uses in
historical neighbourhoods. For this purpose, a case study was carried out in Bairro Alto (Portugal). A typical neighbourhood in
Lisbon‟s historical centre, with strong identity and historical value, and simultaneously one of Lisbon‟s top night districts. For the
purpose of conflict analysis six variables were chosen - Key Stakeholders; Stakeholders‟ Interests; Residential vs. Tourism
uses in conflict; Stakeholders‟ Power; Dimensions of the conflict and Conflict Mitigation. The proposed framework is initially
based on interviews carried out with four types of stakeholders – residents; tourists and visitors; business owners and entities –
and proposes the use of The Progress Triangle Tool in the later phase analysis. It can be concluded, among other things, that
the measures applied to control and mitigate noise production during night hours, is not producing the expected results. In a
broader view of the work done, the use of this tool to conflict analysis in historical neighbourhoods came out beneficial.

Keywords: conflict analysis, progress triangle tool, stakeholders‟ interests, urban conflicts, land use conflict, tourism impacts,
historical neighbourhoods

The methodology used comprises document research, as

well as quantitative research based on interview results. The
1 INTRODUCTION interviews were applied to business owners and employees,
Tourism is often considered key to the survival and local residents, visitors and tourists of Bairro Alto in the first
development of historical centres, and it has in fact been trimester of 2018. The identified stakeholders‟ entities were
used as strategy of economic revival in many European cities also interviewed, personally or telephonically. This paper is
( Gotham 2005; Trust 2009). On the other hand, the organized in five chapters. After the introduction, the second
exponential growth of tourism flows is sometimes seen as section is dedicated to literature review. Methodology, section
threatening to the local values and site‟s identity (Franklin & three, includes four subsections. These are destined at
Crang 2001; Gotham 2005; Nasser 2003). As tourism presenting the variables we will be working with, describing
development is highly dependent on local community‟s data collection and treatment methods, presenting in detail
adaptation and support, resident‟s perspectives on tourism tools and other methods used in this framework, and finally
have a significant influence (An 2016). Moreover, as the describing and characterizing the case study area. The
perceptions of residents and tourists are in constant change, results are reported and discussed in section number four,
the arising of conflicts within historical centres undertaking which follows the variables‟ order. Finally, main conclusions
tourism-oriented-regeneration strategies (Coleman & Crang are reported in section number five alongside methodology
2002) is frequent. To gain insight on the way these limitations and future recommendations, just before
perceptions change and evolve allows for a deeper bibliographic references and attachments.
understanding, and consequently better management, of the
conflict situation. Urban planners, policy-makers and other
parties involved in the development of strategies with regard 2 LITERATURE REVIEW
to the future management of these sites can benefit
immensely from these perceptions analysis. This study 2.1 Conflict Analysis
objective is to illustrate stakeholders‟ perceptions about land
Conflict analysis is mentioned in the most varied topics of
uses conflicts between residents and tourists in Bairro Alto,
literature including: alternative disputes resolution (Susskind
applying a collaborative learning approach strongly based on
& Cruikshank 1987); consensus building (Susskind &
the Progress Triangle tool (B.Walker 1997) and semi-
Thomas-Larmer 1999); negotiation and mediation techniques
structured interviews. The work developed can be divided in
(Moore 2003), specific application to natural resources
two parts. First part, where we identify and describe the
management (Daniels & Walker 2001); coastal tourism
stakeholders involved, as well as their interests and relations
conflicts (Almeida, Costa & Nunes da Silva 2017); and finally
of interdependence. Second part, is where we map the
also, in conflict management study and theory (Daniels &
conflict in three dimensions and present mitigation ideas,
Walker 2001; Fisher, Abdi, Ludin, Smith & Williams 2000;
according to stakeholders‟ perceptions. During the research
Wher 1979; Wilmot & Hocker 2010).
phase about conflict analysis methods and tools it was hard
to find specific previous applications of the Progress Triangle Stakeholders‟ analysis in conflicting situations is also object
tool to land use conflicts‟ analysis. of study of scholars (Eden & Ackermann 1998; Schemeer
1999). Most of us are notoriously inaccurate at describing our

1
own behaviour in a conflict, let alone describing the entire locations, due to the arise of potential conflicts, restrictions to
situation itself. Conflict analysis - or as it is often referred each land use typology are legally defined, affecting
conflict assessment - is useful for describing the workings of inevitably land owners and investors‟ projects and plans.
the overall conflict as a system. This approach, analyses Managing land use conflicts is not an easy task, it requires
conflicts as systems (Ackoff 1974; B. Walker 1974; Daniels & compromising, and it never pleases all the players. Many
Walker 1996). A full assessment will describe the workings of governments fail to keep their land use plans up to date,
the overall conflict system, identify recurring patterns within delay their renovations and fall into the category of lacking
the conflict, and identify individuals' contributions to the urban planning policies, which according to Ianoş, Sorensen
conflict (Wilmot & Hocker 1998). According to the & Merciu (2017) generates land use conflicts between former
aforementioned authors, conflict analysis allows: prioritization ownerships, authorities, population and NGO‟s. In order to
and clarification of the issues to address; identification of avoid these consequences government entities, especially
conflict impacts and causes important for choosing the branches of land and territorial management need to
appropriate strategies; understanding stakeholders' interests, solve property problems and stop the responsibility transfer
needs, concerns and perspectives regarding conflict; from an institution to another Ianoş et al. (2017). Passive
assessment of relationships‟ nature among stakeholders, urban management encourages an emotional and
including willingness and potential for negotiation with each speculative management for an encapsulated space.
other; awareness of the conflict situation and necessary
In studies specifically about historical centres under pressure
information for its mitigation; assessment abilities to manage
of tourism (García-Hernandéz, de la Calle-Vaquero & Yubero
conflict, within the existing institutions; assessment of the
2017) the conclusions are that local government are
stakeholders‟ needed scope of powers to tackle current and
searching for the difficult balance between the interests of all
future conflicts efficiently; and understanding the relations
local stakeholders. In fact, the challenge of balancing tourism
between land use and resource use conflicts and their social,
growth is frequently one of the key themes in Master Plans.
political and economic contexts (Almeida, Costa & Nunes da
Aware of this struggles and difficulties, we believe in the
Silva 2017). Specifically related with urban conflicts, which is
benefit of an integrated approach. Authors (Almeida et al.
the subject of study, there is an undeniable relevance of
(2018); Daniels & Walker (2001); Fisher et al. (2000);
studying conflict in land use planning context. Stakeholders
Susskind and Thomas-Larmer (1999); Wehr (1979); Wilmot &
involved on spatial planning and tourism development, as
Hocker (2010) ) have specifically tackled land and resource
well as in local values conservation, have different
use conflicts suggesting that the most appropriate approach
perspectives on strategic and policy making decisions, and
in managing a conflict is its prior analysis.
this often leads to conflicts. An in-depth analysis of the
sources of conflict is crucial for developing the appropriate
2.2 Tools to analyze conflicts
strategies to manage them (Almeida et al. 2017).
In urban context, planning teams deal with land use conflicts
There are many different approaches to urban conflicts,
frequently. Some examples of these conflicts are „Noise
almost as many as there are disciplines whom embrace
pollution‟, „Visual blight‟, „Health hazards‟, „Nature
urban formations as their object of analysis. When
conservation‟, „Preservation of the past‟ and „Changes to the
multidisciplinary scholars and professionals in fields related
neighbourhood‟, as well as „Residential vs. Industrial
to urban processes and planning are interviewed (Sevilla-
development‟. Land use conflicts are closely related and do
Buitrago 2013) there, the most recurrent conflict mentioned is
not happen independently. Approaches like cluster analysis
„Social inequality‟. In order to resolve, or at least mitigate,
with Jaccard's distance measurement (von der Dunk, Grêt-
urban conflicts, it is necessary to work with multidisciplinary
Regamey, Dalang, Hersperger 2011) and GIS participatory
teams, consisting of elements from different fields. Actors
mapping (Brown & Raymond 2014), are examples of
from different fields tend to push responsibility towards each
methods used to analyse land use conflicts and also the
other. Claiming that the actions needed to resolve urban
potential for conflict to arise. Other authors, such as (Almeida
conflicts “are outside their disciplinary fields and entered into
et al. 2017) propose a framework to analyse conflicts
wider social and political dimensions”. However these actors
between tourism development and land use planning and
also refer that there are specific, positive contributions that
natural values management, based on the theoretical
can be made in this respect by their respective areas
framework of Moore's model. According to this framework,
(Sevilla-Buitrago 2013). Even when conflicts present wider
conflicts are categorized as institutional organization, public
general patterns, there seems to be a common implicit
policies and legislation, power, others structural constraints
agreement on the need for local and particular solutions,
(e.g. time and resources), information and stakeholders'
adapted to each case. For some scholars conventional urban
interests, values and relationship.
studies might have negative effects or narratives, while
others are concerned about the short-circuiting of knowledge Progress is another way of thinking about a conflict situation
caused by the division of academic labour (Sevilla-Buitrago (B.Walker 1997). This approach recognizes that conflicts are
2013). “It is clear that there is still a long way to go in the inevitable and ongoing, and that the competent management
different disciplines that have decided to embrace urban of those conflicts comes from continual improvements in
formations as their object of analysis, but we can certainly areas of substance, procedure, and relationships. These
reduce the distance if we (...) assume the need to face the three dimension constitute a tool – the Progress Triangle tool.
real conflicts of contemporary cities more directly and with The progress triangle is distinct from Galtung‟s Triangle of
greater cooperation. “ – in (Sevilla-Buitrago 2013) Conflict (also known as ABC – triangle of Conflict). The ABC
- Triangle of Conflict results from Johan Galung, a peace
Land use management, or by other words, urban planning is
scholar, and it reflects the visible behaviour (B) on top, the
tied with government entities, legislation and regulations. It
hidden aspects attitudes (A) and contradictions (C) at the
impacts strongly on land owners, entrepreneurs and
base (Hofmann 2010). Approaches using these kind of tools,
investors, whose focus is in urban developments. When land
and strongly supported on collaborative learning theory for
uses are assigned, ideally after careful determination of their

2
the subsequent part of conflict management, have been foundation for helping to understand residents‟ perceptions of
mostly used in peace constructing scenarios and research, tourism development (Andereck, Valentine, Knopf & Vogt
as well as in environmental complex policy decisions. 2005). It is becoming clear that broad-based education and
awareness campaigns may be a step toward increased
It was hard to find specific previous applications of the
understanding of the tourism industry and, ultimately, greater
Progress Triangle tool in analysis of land use conflicts.
support of the benefits to a community (Andereck et al.
However we are aware we are not entirely breaching
2005). A vast majority of studies are focused specifically on
previous research, once this tool is part of the collaborative
the residents‟ perceptions about tourism impacts,
learning approach, which is frequently used in urban context
categorizing the former or the latest. Almeida-Garcia, Peláez-
conflict management. In fact, collaborative learning has
Fernández, Balbuena-Vásquez & Cortés-Macias (2016)
already been used in Portugal, namely in tourism conflict
study perceived tourism impacts with triple bottom line
management by Almeida, Costa & Nunes da Silva (2018).
approaches, Šegota, Mihalič & Kuščer (2017) suggest
Summarizing the entire literature on conflict analysis tools
categorization of residents in order to predict negative
cannot be done entirely in this chapter. However how this
attitudes towards tourism, Woosman, Draper, Jiang,
concepts relate to conflicts between tourism and residential
Aleshinloye & Erul (2018) defend that residents past
uses in historical neighbourhoods, is what we explore in the
travelling experience is related with their level of support on
next section.
tourism development, while Lundberg (2017) defend an
importance measure to better understand resident attitudes
2.3 Tourism impacts and consequent conflicts
and claims that residents‟ local involvement has a moderating
between tourism and residential uses in
effect on what they find important. All these studies produce
historical neighbourhoods
extremely interesting results, and give us different
The encounter between the two major actual uses on perspectives on what might affect residents‟ perceptions on
historical urban neighbourhoods - residential and tourism tourism. In this study we will not try to explain why the
uses – is often a problematic situation. Commonly it is seen answers are distributed in a specific way, we will analyse and
as conflict, due to the incompatibility, i.e. perceived use them to map the conflict from the stakeholders‟
divergence of interests of the parts. Yet it is one that can be perceptions. Moreover we will be considering triple bottom
improved. Residents and tourists in historical urban line approach to the categorization of tourism impacts,
neighbourhoods are interdependent, despite having different namely: socio cultural, economical and environmental
goals and aspirations. Their own status, of tourist or resident, impacts. The opposite - studying tourists‟ perceptions and
foments their unique and characteristic cognitive frame of the impact on sites - is also common subject of study. Results by
place. They not only perceive the neighbourhood from Lu, Chi & Liu (2015) indicate that perceived authenticity and
different angles, aligned with their own interests, as they also tourists' involvement in local activities directly contribute to
perceive the problem solving attempts differently. In addition the formation of destination image of the historic district. And
to this, each stakeholder involved has its own judgement. that tourists' involvement is positively associated with tourists'
These judgements appear as conceptualizations of accepted satisfaction.
or right behaviours: residents create the idea of the perfect Even if it might be hard to remember - as in probably the
tourist behaviour (acting in a certain way and respecting their most extreme case, Venice - historical urban areas were
values); while tourists, some better informed than others, mainly residential before becoming complete touristic
conceptualize the typical area accordingly to the information attractions. One might ask, what role do the residents play in
they are given and wait for it to match their expectations. If or the tourism scene? And the funny answer is, according to
when these imaginary behaviours and conceptualizations fail Kirshenblatt-Gimblett (1998),that “tourism is a genre erros
confronted with reality – for instance disrespectful tourists or where the quotidian of one group is staged for the
unwelcoming locals – then there‟s room for conflict. entertainment of another”. From this point of view, the
Our problematic question is specifically about land use relation between local sites and the touristic experience, is
conflicts, between touristic and residential ones, from the destructive, threatening the very authenticity of the historical
stakeholders‟ perceptions point of view. There are several site, which is the objective sought in the first place by the
studies made about each of the aforementioned group‟s tourist. Yet from a different perspective (Coleman & Crang
perceptions on each other: if residents have a positive 2002) the distinction between hosts and tourists, residents
perception of tourism development, they are more likely to be and visitors, is difficult in contexts where “the locals might be
encouraged to value co-creation with tourist, at the same tourists somewhere else and where tourists might be
time when residents perceive costs of tourism development, considered locals after a long term stay for example, or after
there is a negative correlation to the same co-creation coming back several times. So while tourists and other
(Binkhorst 2006); as it is expectable life satisfaction positively temporary visitors might be conventionally seen as
influences residents‟ value co-creation with tourists (Lin, extraneous to local culture undermining the autonomy of
Chen & Filieri 2017); other studies focus on residents‟ places, they can alternatively be regarded as helping to
perception of tourism in specific economic moments, Garau- reconstitute it by adding a relational dimension to local
Vadell, Gutierrez-Taño & Diaz-Armas (2018) defend that an performances and perceptions of the distinctiveness of place
economic recession causes a significant growth of the (Abram et al. 1997) ” - in (Coleman & Crang 2002).
residents' support towards tourism, particularly due to a
significant decrease in the residents' perception of costs This means that not only the residents build the authenticity
related to such development. While other studies are focused of a place - mutable and ever growing – as it is also subject
on Social Exchange Theory Research, which claims that the to tourists‟ positive interference and contributions. Coleman
perceptions of the locals concerning tourism development are and Crang (2002) suggest that “tourism and global
not only based on what they know about its impacts as are connections produce particular local configurations”. Factors
also affected by their own values and characteristics. In this like globalization, demographic changes, tourism, economic
matter social exchange theory has been used as a theoretical

3
pressures and increased population density are interrelated Indeed, the idea of local and threatened culture may be
factors that strongly affect historical urban areas. As intensified or created through the investment in cultural
examples we might list the proliferation of in-chain tourism that needs an object to visit (Franklin & Crang 2001).
commercial spaces, decreasing number of resident families, Destination cities do not simply exist nor naturally happen,
appearance of tourism dedicated services and flow of capital there is the intentional creation of regions, excluding some
into the real estate market. The consequent impacts might be places while highlighting others. As a response to
positive or negative, depending on how the management of globalization one can address yet another relevant term,
the historical urban areas is done. Moreover, historical urban „glocalisation‟ – “a need for the local to be recovered,
areas “conservation is determined by how successful they packaged and sold. This strategy has been applied in the
are managed. (…) And despite each neighbourhood having accentuated preservation of historic urban sites. The
its particular set of conditions, that requires specific packaging of places, and especially the marketing of their
responses, in what it comes to urban management, there are heritage has become almost unifying in many parts of the
evident common patterns and trends among historical urban West, bringing together disparate sites and activities in the
neighbourhoods that allow the use of parallels and inferences promotion of a place (...) almost providing a unity in diversity,
to a certain level” (Gotham 2005). or similarity at a higher level by making all these sites
Simultaneously to the growth of global cities, surges the equivalent as potential places to visit. It does not require a
reaction of “nostalgic and defensive creation of seemingly great leap of imagination to move from such urban
more fixed and stable entities” (Coleman & Crang 2002). It is reconstruction to the fabrication of places." - in Tourism:
common that historical areas are intrinsically related to Between Place and Performance edited by (Coleman &
heritage. Whether defined as tangible or intangible, this Crang 2002). The previous quote highlights two very
heritage, constitutes identity. A recent dominant strategy of important topics - the fabrication of places (Coleman & Crang
economic revival is the reorganization of space around 2002) and the appropriation of someone‟s space - in other
heritage and tourism (Coleman & Crang 2002), or so called words, gentrification (Gotham 2005). These two topics are
tourist-oriented-regeneration. It is by betting on the tourism recurrently mentioned by other authors.
economy that strategy makers seek revival of historical sites There is need for preservation of heritage in historical urban
and surrounding neighbourhoods. In fact according to a study neighbourhoods, consequently the tourism-oriented-
on city tourism (Roland Berger 2015): “Tourism has regeneration strategy surges, and is being widely applied in
expanded much faster than the overall economy in Europe many European capitals. This strategy results in the
over the last years – City tourism has performed best”. unification of many western tourism oriented cities. All
When an urban historical area undergoes an intervention like different cities, seen as levelled and equal possibilities, when
this, the main goal is economic revitalization, and the chosen the tourist decision today is as simple as: “I want to go
mean to achieve it is through fulfilling tourists‟ needs and somewhere”. This approach draws a very thin and unclear
wishes, and these are varied depending on the type of line between, the preservation of real historical urban
tourist. Kotler (2002) defends a behavioural segmentation heritage and the fabrication of touristic attractive places that
theory of the tourism market: the heritage must be full of fit in the mold (Coleman & Crang 2002). Ricci & Valentino
representation and meaning for the cultural tourist; low cost, (2010) study the importance of tourism for the survival and
varied and constantly stimulation offer is what the backpack development of small historical towns, focusing on bench
tourist seeks, whereas to the business tourist the services market analysis, strengths and weaknesses evaluation in
should be effective, provide appropriate work environment, order to categorize the development potentiality of every
while still stimulating informal networking. In a global market class of small towns. The limitations of this kind of analysis
where tourists have a wide choice of similar destination, it are clear: “The scarcity of available data compels to resort to
has become vital to make a distinctive pitch (Coleman & the method of case studies that clearly depends heavily on
Crang 2002). However the chase and competition to become the researcher‟s vision but often cannot be refuted by
the most desirable destination, might lead to undesirable empirical evidence”. In order to avoid inputs from our own
consequences. As with any economic activity, tourism makes vision, we will not be using any of these methods. We will
use of resources and produces an environmental impact that gather significant data, in the form of interviews, and we will
amounts to exploitation, if the quantity and quality of those try to infer solely from it, producing a consistent conflict
resources are degraded (Nasser 2003). At first, when tourism analysis, based on perceptions. In work in accordance with a
is being rentable, generating money to conserve and support common tool of qualitative sociology: semi-structured
heritage and its valuable environments, culture is seen as interviews by which the researcher can immerse himself or
shared identity (Newby 1994). At this point, the regeneration herself into the situation; the goal is to understand the
is process seems to be working, however the constant situation as the research subjects understand it and to keep
competition among cities to become first in the tourism the influences of the researcher's own values to a minimum
market, destroys the former balanced situation. Therefore the (Daniels & Walker 2001). Furthermore, according to Gotham
tourism economy can be seen as nostalgic, one that is (2005), tourism analysis can shed light on the causes and
always mourning the loss of which it itself as ruined consequences of gentrification - a multidimensional process
(Coleman & Crang 2002). In the next two stages - that is fraught with conflict and tension; gentrification is both a
denominated culture being exploited and culture being strategy of economic development and a form of social
created - the commercial values override heritage reproduction for an upper or middle class (Gotham 2005) -
conservation, tourism becomes central to the local economy better than existing accounts that focus on identifying the
and heritage turns into a consumer product. Product that is population and demographic variables responsible for
susceptible to territorial marketing options and mass tourist residential and commercial change in cities. With the goal of
preferences (Newby 1994) - such as fashion, taste, choice, investigating deeper into the conflict in Bairro Alto, this work
attractiveness, ranking, etc. From this point of view, tourism analyzes the stakeholders‟ perceptions and will hopefully
can be seen as the production of local difference (Friedman highlight some of the existing gaps there are: measures that
1995). And it is not necessarily exogenous to localities. don‟t produce the desired effects, constant disagreements

4
and distorted knowledge and even lack of communication awareness and main issues identified in Bairro Alto by the
between the conflict players about each other. interviewees; Dimensions of the conflict – It is not possible
to identify mutually exclusive categories for conflict (Sidaway
2005), conflict‟s multi-dimensional nature is recognized by
3 METHODOLOGY several authors. We will work in accordance with the
Progress Triangle Tool (Daniels & Walker 2001) which
This chapter will present the methodology used to analyze relates the multiple issues involved in a complex conflict
tourism vs. residential uses conflicts in historical situation to any of the following three dimension of conflict:
neighbourhoods. First we will identify and describe the substance, relationship and procedure; Conflict Mitigation -
variables analyzed and introduce the semi-structured This variable will take us from the needs and desires of
interviews used during data collection. Secondly we will respondents, to their interest in mitigation, passing through
describe the other complementary methods used. And lastly, their problem solving ideas and ending with their future plans.
we will present the case study area, Bairro Alto, its
demographics, limits, history, contextualization with urban 3.2 Data collection and treatment
plans and tourism strategy. This chapter precedes the results
and discussion chapter, where the results obtained from this The literature review research provided auxiliary tools for the
methodology are presented. construction of the interview script and its application –
essential during data collection phase - as well as to the
3.1 Variables in research categorization of the answers obtained – a recurrent task
We analyze a total of six variables – stakeholders, during data treatment. The main method used consisted of
stakeholders‟ interests, conflict, interdependence of semi structured interviews - a common tool of qualitative
stakeholders, dimensions of the conflict and mitigation – that sociology by which the researcher can immerse himself or
constitute the conflict analysis. Wach variable is related to herself into the situation. The goal is to understand the
one or more questions on the interview script. Table 3.1 situation as the research subjects understand it and to keep
illustrates the variables, respective goals and methods used the influences of the researcher's own values to a minimum
to collect data in order to work with each one of them. (Daniels & Walker 2001). Having said this for every key
stakeholder who holds the character of institution, which we
Table 3.1 - Variables to analyse and methods used for each one of will be calling by „entities‟, we scheduled meetings and
them
interviewed a representative personally. For key stakeholders
Goal Variable Hpw to work with it? who represent informal groups we used the same semi-
Who are the structured interview scripts, and the interviews were carried
stakeholders Key Stakeholders Document analysis
out spontaneously on site, in the form of face-to-face
involved?
interviews. We have used two types of interview scripts, the
What are their Stakeholders‟ Document analysis and
interests? Interests interviews first destined at Bairro Alto residents and business
Residential vs. Document analysis, owners/employees (see Table 3.2) and the second for
Which conflicts
are there?
Tourism uses in history of the conflict, tourists and visitors of Bairro Alto (see Table 3.3). The reason
conflict interviews for this division is the importance given to direct the questions
What is the
relationship at interviewer. The interview scripts consist of three main
Stakeholders‟ Document analysis,
between sections. In the first section, respondents are categorized. In
Power interviews
stakeholders? the second section, information on socio-demographic
Document analysis,
characteristics of the respondents is collected (such as sex,
What are the age, nationality, education, and other relevant information
Dimensions of the interviews and progress
dimensions of
conflict triangle tool depending on the initial category). Finally, in the most
conflict?
extensive section of the interview, the respondents are asked
Interviews and integrated
How to mitigate? Conflict Mitigation analysis of the tools used seventeen questions according to the aforementioned goals.
before The quantifiable questions were made with a seven point
We will shortly present each variable, describing it: Key scale variable, depending on the question context. The
Stakeholders - A comprehensive brainstorming will help psychometric literature suggests that having more scale
points is better, however there is a diminishing return after
identifying these groups, the stakeholders, which will then be
around 10 or 11 points (Preston & Colman 2000). Therefore
classified as primary, secondary or key; Stakeholders’
Interests - To understand who the key stakeholders are, we believe our choice to be suitable. There were also several
open answer questions, which were later fitted into
after identifying them, we will analyse their interests. As
categories during the data processing phase. These
theory of conflict analysis recommends (Daniels & Walker
categories were chosen based on previous Lisbon‟s tourism
2001) we will be focused on stakeholders' concerns and
reports and tourism impact perception studies (An 2016;
interests rather than positions; Stakeholders’ Power -
Vareiro & Mendes 2015). The type of questions made,
Stakeholder analysis often fails to recognize the power that
assesses respondents‟ perception of tourism vs. residents
small or medium size companies can have in stopping large
organizations from abusing market power. Residential vs. conflict in Bairro Alto area, and is based on guidelines from
Tourism uses in conflict - Not aiming at describing types of method of collaborative learning (Daniels & Walker 2001). A
total of 136 interviews were analyzed in this study. While 4 of
conflicts nor categorizing them, with this variable we are
the total interviews are entities‟ interviews, the following
aiming at understanding the conflict itself in more depth.
answers are 43% from residents, 32% from visitors/tourists
Namely, we will be looking at change of perception, level of
and 29% from business related respondents.

5
Table 3.2 - Variable assignment in Resident/Business Owner Interview script

Variable Goal Nr Question

Map the interviews and obtain extra details about In which area of Bairro Alto do you live? Relevant data about your
- 1
housing situation and surroundings housing:

Collect people‟s personal impression, without

Dimensions of the conflict (S) 2 What does Bairro Alto represent to you? Tell us in three aspects.
introducing the conflict theme.

Conflict 3 How would you describe Bairro Alto to a tourist coming to Lisbon?
Understand changes of perception, when
pretending to inform a tourist vs. a resident
Conflict 4 How would you describe it to someone wanting to live here?

Stakeholders Rate the experience of being a resident in BA 5 Rate your experience as resident of Bairro Alto:

Mitigation Collect needs and desires 6 What would you like to see in Bairro Alto to improve your daily routine?

Dimensions of the conflict Introduce the tourism topic with an open question,
7 What is the impact of tourism to you? Describe it:
(R,P,S) leave space for free answers

Dimensions of the conflict

Rate the tourism impact 7 Rate it:
(R,P,S)

Understand the level of awareness about the Are you aware of the tense relationship between tourists and residents in
Conflict 8
tourism-residents conflict Bairro Alto?

Rate the importance given to the tourism- How interested are you in the problem and in its mitigation? Rate your
Mitigation 9
residents conflict interest:

Collect interests of the stakeholder group the

Stakeholders‟ interests 10 What are your interests? Describe and detail:
respondent is included in

Conflict Collect difficulties, main issues 11 Identify 3 current problems:

Mitigation Collect measurement ideas, understand which Write 3 measures that in your opinion would help solving the 3 problems
12
ones have more adherence are more recurrent between residents and tourists?

How well do you believe the problem and the implemented measures are
Dimensions of the conflict (P) Opinion on the current management attempts 13
being handled?

Stakeholders & Who implements the above solutions, who do you believe is responsible
Understand if there is a pattern in accountability of
Interdependence of 14 for listening and act for your needs as residents? Choose from the options
stakeholders
stakeholders below:

Understand affinity or belief in entities or

Interdependence of In your opinion, who holds more power in the progress of the current
representatives and also how their power is 15
stakeholders situation?
perceived.

Mitigation Future plans of the interviewed. 16 Are you going to take action? What are your future plans?

- Leave it open. 17 Anything else?

Table 3.3 - Variable assignment in Tourists/Visitor Interview script

Variable Goal Nr Question

- Assure interview validity 1 Do you know where Bairro Alto is?

Collect people‟s personal impression, without

Dimensions of the conflict (S) 2 What does Bairro Alto represent to you? Tell us in three aspects.
introducing the conflict theme.

Conflict 3 How would you describe Bairro Alto to a tourist coming to Lisbon?
Understand changes of perception, when
pretending to inform a tourist vs. a resident
Conflict 4 How would you describe it to someone wanting to live here?

Stakeholders Rate the experience of visiting BA 5 Rate your experience in Bairro Alto:

6
 Mitigation Collect needs and desires 6 What would you like to have seen Bairro Alto, that doesn‟t already exist,
to improve your experience?

Introduce the tourists-residents relation topic with

Dimensions of the conflict (R) 7 How was your experience meeting residents and locals? Describe it:
an open question, leave space for free answers

Rate the interaction tourist-residents from the

Dimensions of the conflict (R) 7 Rate it:
tourists point of view

Understand the level of awareness about the Are you aware of the tense relationship between tourists and residents in
Conflict 8
tourism-residents conflict Bairro Alto?

Rate the importance given to the tourism-residents How interested are you in the problem and in its mitigation? Rate your
Mitigation 9
conflict interest:

Collect interests of the stakeholder group the

Stakeholders‟ interests 10 What are your interests? Describe and detail:
respondent is included in

Conflict Collect difficulties, main issues 11 Identify 3 current problems:

Mitigation Collect measurement ideas, understand which Write 3 measures that in your opinion would help solving the 3 problems
12
ones have more adherence are more recurrent between residents and tourists?

How well do you believe the problem and the implemented measures are
Dimensions of the conflict (P) Opinion on the current management attempts 13
being handled?

Stakeholders & Who implements the above solutions, who do you believe is responsible
Understand if there is a pattern in accountability of
Interdependence of 14 for listening and act for your needs as residents? Choose from the options
stakeholders
stakeholders below:

Understand affinity or belief in entities or

Interdependence of In your opinion, who holds more power in the progress of the current
representatives and also how their power is 15
stakeholders situation?
perceived.

Mitigation Future plans of the interviewed. 16 Are you going to take action? What are your future plans?

- Leave it open. 17 Anything else?

understanding policy conflicts, and as such, for determining the

3.3 The progress triangle tool
potential for managing a given conflict through collaboration. As an
To work with each variable we use a combination of methods, as assessment tool, the Progress Triangle includes a variety of questions
described in Table 3.1. Document analysis and history of the conflict in each of the three areas. A number are presented here, but the
research are methods used from the beginning until the end of the framework is not limited to these particular items (B.Walker 1997).
work, and are present for every variable as it is expectable. However We have selected a few from those questions that better illustrate the
to work with the variable 'Conflict Dimensions' we make use of the steps given in our methodology:
aforementioned Progress Triangle tool - see • Substance | Includes the items are the "tangible" aspects of a
conflict, such as the issues about which the disputants negotiate.
Figure 3.1 - The Progress Triangle tool Substance also includes issues that parties may consider "symbolic,"
such as "righting a past wrong" (B.Walker 1997)| What are the issues?
What are the tangible issues? What are the likely sources of tension
Substance over these issues (e.g., facts, culture, history, jurisdiction, values,
interests, people)? Is information needed? Is it available? Are
meanings, interpretations, and understandings quite varied?
• Procedure | Includes those elements that pertain to the ways in
which conflicts are managed and decisions made. It also includes the
rules, both regulative and generative, that parties adhere to in working
through the conflict situation. Just as progress on the substance of a
conflict relies in part on relationship factors, so too does it depend on
Procedure Relationship procedures parties regard as appropriate and fair | What are the legal
constraints ? Who has jurisdiction? What management approaches
have been used in the past (procedural history)? Is mutual learning
The three vertices of the triangle illustrate three different dimensions
desired? Are resources sufficient (e.g., time, money, and staff)? What
present in any conflict. And the shape suggests that one can address
are the procedural alternatives?
the conflict situation initially through any of the three dimensions. • Relationship | Includes the parties in the conflict and their history
Furthermore, the Progress Triangle also acts as transformative
with one another. It also includes the "intangibles" of any conflict
cognitive frame. It is important to understand the existing cognitive
situation, such as trust, respect, and legitimacy (B.Walker 1997) | Who
frame and to be able to change the way the parties look at the conflict
are the parties/stakeholders? Who are the primary parties? Who are
situation. The Progress Triangle provides exactly that - a non-
the secondary parties? What are the parties': Stated positions?
traditional way to think about conflict situations, suggesting progress
Interests (concerns, fears. goals)? What are the parties' relational
instead of success. Portraying conflict management as a triangle of
histories? For further information about this tool we refer you to (B.
three interrelated dimensions - substance, procedure, and
Walker 1997; Daniels & Walker 2001).
relationship. First, any conflict situation includes substance,
procedure, and relationship dimensions. Second, the three
3.4 Case study: Bairro Alto neighbourhood
dimensions overlap and affect one another. A procedural element, for
example, may become a substantive issue. Third, one can address The case study Bairro Alto is located in Portugal, within Lisbon‟s
the conflict situation initially through any of the three dimensions. historical centre. It covers an area of 0,18 km2, and has a population
Progress on one dimension likely contributes to progress on the other of approximately 3200 (INE, CENSUS 2011). The study area belongs
dimensions. The Progress Triangle can serve as a guide to to the renewed Misericórdia municipality - which results from the

7
unification of four older parishes, however the study are only covers amount of details, the Progress Triangle allows a quick and
two of them (Santa Catarina e Encarnação) - for a better visualization complete understanding of the conflict analysis made so far.
of the above description please see the scheme in Figure 3.2.
There is a clear and simple read regarding the substance
Founded in 1558 as a delimited neighbourhood, Bairro Alto is one of
dimension of conflict. The conflict is about Bairro Alto being
the most well known Lisbon‟s historical neighbourhoods, as well as a
famous and crowded party district in most nights of the week. Bairro simultaneously a night district and an iconic neighbourhood,
Alto is enclosed in Lisbon‟s centre. It is located North of Cais do Sodré and the difficulty to manage these both essences. Noise
and West of Lisbon‟s Castle. It has always been a residential area during night time is the main complaint. While residents
despite the constant struggle, since its early times, with nightlife perceive positive tourism impacts for the economy, they also
related issues (numerous taverns, prostitution, drugs, sometimes even notice tourism‟s negative social-cultural impacts. On the
crime, bars, over drinking and consequent loud behaviours). Despite
procedural dimension, the results allow us to point six main
these issues, Bairro Alto persist as touristic attraction for its historical
concerns: a serious problem with legislation concerning PSP
architecture, neighbourhood identity and strong cultural significance.
authority (especially over drug dealers); also strongly related
Figure 3.2 – Scheme showing the study area territorial location and its with the current time needed for expedition of mandatory
relation with, past and recent, parish administrative limits legal processes (namely for tourism business authorizations,
and police occurrences treatment); the streets/walls/public
space cleaning agreements which seem not to be defined
(resulting in negative perceptions towards overall Bairro Alto
cleanliness); the need for reviewing the way accommodation
entities are inspected (namely hostels, Airbnb‟s, local
housing, etc avoiding the collected perception of constant
proliferation of illegal accommodation businesses); and finally
the fact that determining earlier closing hours for night
establishments did not produce positive results. The
relational vertex of the triangle is probably the most complex
in terms of results: the overall interactions between residents
and tourists (main informal stakeholders on this conflict) is
positive, however we recall that residents feel negatively
impacted by tourism in their habits (in other words, they feel
the negative socio cultural impacts of tourism), which lead us
to the need to study and differentiate those whom we might
call the frequenters of Bairro Alto (distinguishing between
national visitors and international tourists for instance, to
perceive their behaviours individually or in groups, especially
during the night, and its consequent impacts in Bairro Alto).
Another finding was the need for associations realignment
with their potential associates expectations, this is the need
to reinforce the communication and either adapt the goals or
more clearly explain them. So that reactions of disbelief, lack
4 RESULTS & DISCUSSION
of awareness and unwillingness to be associated, are
thwarted. This goes hand in hand with the fact the focus of
In this chapter will be presented the results of the analysis, in
the stakeholders, namely those with formal organization, is
two formats. In Table 4.1 the results are presented in an
shifted outwards Bairro Alto when it should be focused
overall matrix that summarizes the results of the analysis per
inwards to education and awareness. Finally the results
variable and per group of stakeholders, in a total of six
pointed to the importance that social media plays in the
variables and four stakeholders‟ groups. In Figure 4.1 the
stakeholders‟ relationships status. This topic highlights the
specific results concerning the three dimensions of conflict
negative outcomes arising from unsupported news articles,
are visually organized in the Progress Triangle Tool. While
dramatization of specific cases and intensification of pressure
the overall matrix contains more information and a significant
on urban issues.
Figure 4.1 – Complete Progress Triangle, with conflict analysis results in the three dimensions

8
Table 4.1 –-Matrix with overall results of the conflict analysis per variable and per group of stakeholders, in a total of six variables and four stakeholders‟ groups, concerning tourism vs. residential uses conflicts in Bairro Alto
Highlights of the results by group of stakeholders
Business
Variable Questions Overall results description Residents Visitors/Tourists Entities
owners/employees

AMBA: „Very bad‟

All groups have positive experiences in BA. PSP is
Key Q5 Positive experience, with ALEP: „Neutral‟
identified as new key stakeholder. CML, TL, MEE are Positive experience Positive experience
Stakeholders Q14 24% excellent rating ACBA: „Excellent‟
excluded from the key stakeholders listing.
PSP: „Very Good

„I‟m not aware/not AMBA: „Protect the residents‟

I‟m not aware/not
Stakeholders’ affected/not ALEP: „Social tolerance, find a balance‟
Q10 Overall significant lack of interest and discredit. „Other interests‟ affected/not interested/or
Interests interested/or I‟m ACBA: „Find a balance combining interests‟
I‟m discredited‟
discredited‟ PSP: „Control over vandalism, noise, safety and dirtiness‟
CML was the entity with more perceived responsibility as
Stakeholders’ Q14 well as PSP. Visitors/tourists are aware that they play a Empower: CML, JFM Empower: CML, JFM Empower: CML, CMVN
All entities attribute more responsibility and power t o CML and JFM
Power Q15 significant role in the situation. Police is considered the and AMBA and Police and Tourists
least powerful.

Besides noise, the entities referred:

Residential vs. Q3
BA is considered better for tourists to visit than for residents Main issue is AMBA: dirtiness and drunk people
Tourism uses in Q4
to live in. There is overall awareness about the conflict. The Main issue is „Noise‟ Main issue is „Noise‟ „Safety,/Police presence ALEP: lack of communication and trash collection times needing adjustment
conflict Q8
main problem referred is „Noise‟. and actuation‟ ACBA: safety, graffiti, bad sidewalks
Q11
PSP: drug dealers, excess of alcohol

AMBA: It is an open area for the world

Positive experience
Dimensions of Negative socio cultural Positive economic impact ALEP: BA top5 neighbourhoods for us
Q7 Overall it is considered as positive the impact of tourism meeting residents and
the conflict impact of tourism of tourism ACBA: Struggling restaurants growth vs. accommodation growth
locals
PSP: Disfigurement of BA

AMBA: Reference, disfigurement, Chaos

BA as night district vs BA as iconic neighbourhood; Noise
Q2 Nightlife; Identity; ALEP: Entertainment, restaurants, nightlife
Substance during night time; Balance the Positive Economic and the Nightlife; Identity; Chaos Nightlife; Work; Chaos
Q7 Leisure ACBA: Career, diversity, business
Negative Socio cultural impacts
PSP: Work, complex, challenges
Legal empowerment of PSP; Cleaning outsourcing „Safety/Police presence Negative measures:
agreements; Inspection of Accommodations; Tourism and actuation‟ and „Supermarket, food „Closing hours & alcohol AMBA: Noise meters, streets cleaning, plastic glasses
Q7
Procedure dispersion strategies at local level; Expedition of mandatory „Closing hours & alcohol offer and prices‟ laws and restrictions‟ ALEP: court issues, police involved, trash collection times
Q13
legal processes; Earlier closing hours don‟t produce the laws and restrictions‟ negative rating negative rating ACBA: police presence, graffiti, sidewalks
desired results negative rating PSP: laws, drunk people behaviour, safety
Direct interaction between tourists and residents is positive;
Socio-cultural impact of tourism in residents‟ habits is
AMBA: exterior partnerships, few associates
negative; There might be a need to study the difference Positive experience
Negative socio cultural Positive economic impact ALEP: avoids PSP and educates associates
Relational Q7 between tourists and national visitors‟ flows in BA; ACBA meeting residents and
impact of tourism of tourism ACBA: not aligned with businesses needs
needs realignment with business owners expectations, and locals
PSP: Good relation with JFM, but dependent
vice versa; Shift focus inwards, raise awareness and
educate; Media influence
All entities demonstrated maximum interest in mitigation, and varied
Necessity for „more safety & cleanliness‟ and „public space
measures of mitigation including: change the nightlife to the waterfront, have
Q6 & offer improvements‟. There is a positive interest in Suggest measures on
Suggest measure on Suggest measures to certified mediators for the meetings with residents, have more police, laws
Conflict Q9 mitigation. However the % of respondents planning to leave „Safety/Police
„Safety/Police presence „Control tourism & protect that allow PSP to act upon drug dealers, make awareness activities, have
Mitigation Q12 BA equals those who plan to stay. Measures needed more presence and
and actuation‟ residents and local trade‟ inspection and fines, forbid drinking outside after 23h, fine the shops that
Q16 voted are „control tourism & protect residents and local actuation‟
use public space as its outdoor area, translate trash rules, and simplify them
trade‟.
as possible, use video surveillance, it helps to identify after the robberies;
CMVN - Nightlife Monitoring Council | Conselho de Monitorização da Vida Nocturna
ACBA - Bairro Alto local Shopkeepers Association/ Associação de Comerciantes do Bairro Alto
DK/DA – Don‟t Know/Don‟t Answer
ALEP - Portugal‟s Local Lodging Association/ Associação de Alojamento Local de Portugal
JFM - Bairro Alto' Parish Council/ Junta de Freguesia da Misericórdia
AMBA - Bairro Alto Residents Association/ Associação de Moradores do Bairro Alto
MEE - State Ministry for Economic Affairs and Labour/ Ministério da Economia e do Emprego
BA – Bairro Alto
NA – Non available
CML - Lisbon Municipality Council/ Câmara Municipal de Lisboa
PSP - Police Force/ Polícia de Segurança Pública

9
 relational dimension we highlight the need to study and
differentiate those whom we might call the frequenters of
5 CONCLUSION Bairro Alto (distinguishing between national visitors and
international tourists for instance, to perceive their
An in-depth analysis of the sources of conflict is crucial for
behaviours individually or in groups, especially during the
developing the appropriate strategies to manage them
night) and its consequent impacts in Bairro Alto.
(Almeida et al. 2017). There are numerous studies on
tourism impacts, addressing residents‟ and stakeholders‟ This research method as any other has some limitations.
perceptions, and applying different integrated methods of Firstly, the conflict analysis is based on the perceptions of
conflict analysis (Almeida-García et al. 2016; An 2016; key stakeholders through interviews. The interviews did
Andereck et al. 2005). Simultaneously, there are not always happen in the same method (varying from face-
successful applications of similar triangular tools of conflict to-face, telephone, via Skype, online surveys) impacting
analysis to environmental and peacemaking situations. negatively the coherence of the answers obtained.
Specifically, the Progress Triangle Tool has been used Secondly, the stakeholders‟ are not neutral and impartial to
mainly in complex environmental issues, with policy and the problem that is being analyzed; consequently the
decision making associated (Daniels & Walker 2001). reliability of part of the information collected is very difficult
to check. The fact that the interviewees are an active part
There is however a lack of application of the Progress
of the process is an information gathering limitation
Triangle tool to conflict analysis in urban context,
(Almeida, Costa & Nunes da Silva 2018). However, it can
specifically in historical neighbourhoods. In order to
also be seen as an advantage due to the fact that their
contribute to that research field this thesis, based in Bairro
direct participation in the conflict allows a direct access to
Alto case study, focused in the analysis of tourism vs.
that information. Finally, it became clear that, the
residential uses conflicts in historical neighbourhoods. In
application of the Progress Triangle Tool to conflict
this respect, this paper brings forth two main contributions.
analysis in historical neighbourhoods, is beneficial and
The first one is the integrated vision of the conflict situation
produces valuable results.
with six variables (see Table 3.1) - Key Stakeholders;
Stakeholders‟ Interests; Residential vs. Tourism uses in
conflict; Stakeholders‟ Power; Dimensions of the conflict
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