TECHNOLOGIES IN SMART TOURIST DESTINATIONS AND CUSTOMER SUCCES ACTIONS: WAYS TO ENABLE BETTER TOURIST EXPERIENCE? (original) (raw)
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TECHNOLOGIES IN SMART TOURIST DESTINATIONS AND CUSTOMER SUCCESS ACTIONS: WAYS TO ENABLE A BETTER
CONTEMPORARY TOURISM CHALLENGES PROCEEDINGS OF THE INTERNATIONAL SCIENTIFIC CONFERENCE, 2022
The use of technology has increased expressively and tourism is no exception, forcing the industry to change its approach to presenting products and services to a consumer who has also changed significantly, and he is now hyper-connected and much more demanding. As a result, cities follow this trend, and Smart Tourist Destinations emerge with the potential to improve the quality of the tourist experience across all dimensions and resources. However, how can we make tourists learn the best way to take advantage of these resources? This is where customer success (CS) strategies take action,that intend to educate the customer about the best way to use the available resources So, this article aims to analyse the publications in the Scopus database, about the customer success subject and identify possibilities of improvement in the tourist experience with the use of CS in Intelligent Tourism Destinations. Exploratory research was applied, using a qualitative approach and a survey of studies linked to the proposed themes, as well as a study of what has been published on the theme of customer success and its relationship with tourism in the Scopus database. After considerable refinement, a total of seventy-four articles only on CS were found in the database, and none of them related to tourism, indicating there is a significant gap that needs to be addressed by future study.
" Smart Tourism " : Growth for Tomorrow
Journal 4 Research - J4R Journal, 2016
Smart tourism is an upcoming and novel exhortation applied to portray the growing reliance of tourism destinations globally. The tourism industry and its consumers (tourists) are emerging forms of information and communications technology (ICT) that permit for substantial quota of information in the form of data to be modified into value propositions. Nevertheless, it remains vague concept, which hampers its theoretical development. The efforts in this study are put together for defining smart tourism, and the research sheds light on present trends in smart tourism, and then laying out its business and technological establishment. This is pursued by a concise dialogue on the scenario and limitations of smart tourism. The research further draws attention to the immense call for investigation to enlighten smart tourism management and development in present scenario.
Smart tourism: foundations and developments
Smart tourism is a new buzzword applied to describe the increasing reliance of tourism destinations, their industries and their tourists on emerging forms of ICT that allow for massive amounts of data to be transformed into value propositions. However, it remains ill-defined as a concept, which hinders its theoretical development. The paper defines smart tourism, sheds light on current smart tourism trends, and then lays out its technological and business foundations. This is followed by a brief discussion on the prospects and drawbacks of smart tourism. The paper further draws attention to the great need for research to inform smart tourism development and management.
How smart tourism technologies affect tourist destination loyalty
Journal of Hospitality and Tourism Technology
Purpose The purpose of this study is to investigate how smart tourism technologies and memorable tourism experiences affect tourist satisfaction and tourist destination loyalty. Design/methodology/approach A total of 600 questionnaires were distributed, 360 were returned (60% response rate) and a covariance-based structural equation modeling technique was used to test the hypotheses. Findings The results of this study explain that smart tourism technologies and memorable tourism experiences play essential roles in enhancing tourist satisfaction and tourist destination loyalty. Practical implications This study specifies that tourists have pleasant memories and are satisfied at a tourist destination; as a result, they are more likely to revisit and recommend a tourist destination to their friends, family and other tourists. If a tourist has a negative experience with smart city info-structure facilities, a tourist might reach an overall conclusion to not revisit or recommend the loca...
2018
According to the research conducted by the European Commission, over 95% of travelers use digital resources in the course of their travel, which indicates the significance and influence of digitalization on tourism. The aim of this paper is to analyze the impact of digital technology on the events and changes in tourism. The paper focuses on new approaches in tourism which, aided by digital technology, aim to improve service quality and attract a larger number of tourists. Today, numerous papers deal with the issues of modern tourism and employee’s efforts to establish rapport with the more and more demanding tourists. The conclusion is that tourism is quickly abandoning the traditional way of working in order to embrace the digital way of conducting business. Future research should not focus on the introduction of the digitalization in tourism, but on the ways to train employees in order to satisfy the needs of “smart tourism”.
Future Trends for Smart Tourism Destinations: Case of Antalya
2019
Smart Tourism Destinations (STD) concept has taken serious attention as a result of the developments in Smart Cities. Technology connects all organizations, entities, activities, and elements. Tourism is a multidimensional service system covering different actors and organizations. When a tourism destination gets smarter, the tourists’ needs and demands are expected to be fulfilled more efficiently to create a better tourist experience. This paper aims at examining the content of Future Trends for Smart Tourism Destinations considering Antalya as a case.
Smart tourism destination triggers consumer experience: the case of Porto
European Journal of Management and Business Economics, 2018
Purpose The purpose of this paper is to emphasize the increasing importance of information and communication technologies (ICTs) in smart tourism destinations, in their integration in the activity of the tourism companies, and in their interaction with visitors/tourists. In summary, it is intended to evaluate in the city of Porto how the use of technology before, during and after the visit influences the tourist experience. Design/methodology/approach The authors empirically investigate the importance of using ICTs during tourism experience, assess the access/availability of ICT at the destination and its importance in tourist’s decisions. It is analyzed if the applications and/or information available on the internet are important and positively influence the tourism experience in Porto, that is, the degree of tourist satisfaction. The empirical evidence is based on a quantitative analysis, using a data set involving 423 tourists in the city of Porto. Findings The importance of the...
Advances in Tourism, Technology and Smart Systems
Smart Innovation, Systems and Technologies, 2020
The term "smart" is increasingly being applied to aspects of our daily lives. It is linked mainly to technology that makes routine tasks easier for us. Also, in the case of tourism, its emergent application has a consequence of the evolution of the sector, and a result of the current needs and consumption habits of tourists. Technology already plays a role throughout the entire tourist purchasing process, from information search to post-trip valuations, both conducted online. New smart products and services have emerged to facilitate travel and enjoy a destination, such as augmented reality in tourist attractions, smart cards for public transport and smart rooms in hotels. The present work aims to contribute to a better understanding of the concept of smart tourism; to that end, this paper undertakes a bibliometric study of the historical research on smart tourism, analyzing the main related themes and determining that direction of the leading research in this field.
This paper defines smart tourism as tourism supported by integrated efforts at a destination to find innovative ways to collect and aggregate/harness data derived from physical infrastructure, social connections, government/organizational sources and human bodies/minds in combination with the use of advanced technologies to transform that data into enhanced experiences and business value-propositions with a clear focus on efficiency, sustainability and enriched experiences during the trip. It delineates smart tourism from general e-tourism and describes the experience smart tourists are expected to have at smart destinations. The paper then discusses a series of challenges currently neglected in the practical smart tourism agendas and the academic literature.
The potential offered by smart cities to promote smart tourist destinations
Technium Social Sciences Journal, 2021
Abstract. The digital revolution has radically changed the world, as new digital technologies have introduced important innovations in factories, hospitals and schools, especially cities, improving the efficiency of city operations and life quality of its citizens and visitors. This study is a demonstration of the capabilities provided by smart cities to promote smart tourism through global experiences, where the study concluded that the inclusion of smart city determinants will make it a smart tourism destination and thus realize the concept of smart tourism as part of smart city, and improve the Provided tourism services quality and tourism experiences, since the innovation and sustainability are the only way to improve life quality and social value of both local residents and tourists.