Smart tourism destination triggers consumer experience: the case of Porto (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.
Visiting Tourism Destination: Is It Influenced by Smart Tourism Technology?
Journal of Indonesian Tourism and Development Studies, 2020
The development of technology has changed various sectors in life to be smart, including tourism. This study aims to analyze the effect of smart tourism technology attributes on visit intention and visiting tourist destinations. This study used a sample of 324 tourists in West Java Province, Indonesia. Partial Least Square is applied to test the relationship between variables. The results of the study revealed that smart tourism technology attributes such as smart information systems, smart tourism management, smart sightseeing, e-commerce systems, smart safety, smart traffic, and virtual tourism objects affect visit intention. The study also revealed the effect of visiting intentions on visits to tourist destinations. The findings of this study provide the basis for formulating strategies for implementing smart tourism technology that is appropriate in attracting tourist visits.
Atlantis highlights in social sciences, education and humanities, 2022
During the developments of smart cities' technologies and "5G+" technology, various smart tourism technologies were intensively developing and upgrading. But before a trip, what factors could affect travelers' use intention and travelers' perceived value placed on smart tourism technology? What factors could influence a traveler's feelings of overall tourism destination satisfaction? Little literature focuses on this interesting and value question and inquiry regarding motivation. Therefore, this research was constructed. A quantitative analysis was carried out using a questionnaire. The Yunnan mobile tour application was chosen as the research case. After analyzing the research data, relative advantage, compatibility, and observability could all positively affect travelers' use intentions of smart tourism technology. Observability and travelers' use intention could both positively affect travelers' perceived value of smart tourism technology. Travelers' use intention and travelers' perceived value could both positively affect overall tourism destination satisfaction with smart tourism technology. The research results and conclusions provided some insights for authors who are interested in this theme, and also provided some suggestions for the providers of smart tourism technology.
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...
Impact of Mobile Applications in Changing the Tourist Experience
European Journal of Tourism, Hospitality and Recreation, 2021
This exploratory study investigates the impact of technology on the tourist experience. This research analyzed the effect of new technologies on the behaviour of new tourism consumers, the importance of mobile technology in the tourism industry, and the phenomenon of mobile tourism in the change of the tourism experience. It also studied the spillover effect that these changes have had on the use of mobile applications in tourism, trying to understand their impact on the tourism experience. A quantitative and qualitative analysis supported this investigation through a survey of 110 Portuguese tourists using applications and two interviews with administrators of mobile application development companies, and, finally, through the analysis of four case studies. The main conclusion is that smartphones and mobile travel applications can substantially alter the tourist experience. Tourists assume that smartphones have motivated changes in the activities and emotions experienced, especiall...
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A Smart Tourism Destination (STD) focuses on improving the tourist experience through the integrated use of Information and Communication Technologies (ICT) in cities. This study investigated how tourists’ perception of the “degree of smartness” of a given destination can be influenced by the STD dimensions outlined by the specialized literature, namely Sustainability, Accessibility, Technology, and Innovation. To this end, we conducted a quantitative survey with 303 tourists visiting the cities of Natal, Rio de Janeiro, and São Paulo, Brazil. Multiple Linear Regression analysis revealed that the indicators associated with the Innovation and Sustainability dimensions influenced the STD dependent variable. The indicators with the most significant impact on STD according to tourists’ perception were: “New technologies employed by companies in the tourism sector,” “Innovation projects for improving tourism products and services,” and “Urban planning.” Although low, significant correlat...
Transport Behaviour, Perceived Experience and Smart Technology Usage of Tourist Destination Visitors
Ekonomska Misao i Praksa, 2022
With the purpose of establishing differences in behaviour of tourist destination visitors this paper aims to identify their habits, attitudes and activities with regard to transport modalities used on a daily basis, during the trip to the destination, and while staying in the destination, highlighting the aspect of smart technology usage. The results of this study are part of a more extensive research on the behaviour of tourist destination visitors, conducted as part of the Project Cekom-Competence Center for Smart Cities, whereby the research tools and methods were built on the ETIS (European Tourism Indicators System) methodology. Approximately seven hundred visitors of the Primorje-Gorski Kotar County, which was taken as a case 1 This paper is the result of project activities 9.2. "Studying the concept of spatial management with regard to destination management and the movement of residents and tourists", as part of the subproject Living, within the project Centre of Competence for Smart Cities. The Centre of Competence for Smart Cities is the outcome of the joint application and development of six research and development projects by 20 partners, based on the call for "Support for the Development of Centres of Competence". The duration of the project is from 1 March 2020 to 1 March 2023. EKON. MISAO I PRAKSA DBK. GOD XXXI. (2022.) BR. 2. (439-472) N. Kovačić et al: TRANSPORT... 440 study, were included in the research. The study showed that accessibility was one of the key factors in destination choice for the respondents, and that their everyday transport behaviour patterns differ somewhat from their behaviour pattern when travelling and vacationing. Statistically significant differences were determined in the perceived experience of different groups of destination visitors', as well as in the frequency of use of smart technologies among groups of visitors with different transport behaviour. One of the research limitations with regard to generalization of conclusions is research focus on a specific destination area, as well as the predefined structure of the research sample, which is in line with the requirements of the funding EU project. Differences in transportation behaviour among groups of respondents in general, and in relation to the use of smart technologies, should be verified on a larger sample, in other destination areas. Acknowledging the behavioural aspects, i.e. the differences in the transport behaviour and smart technologies usage has social and practical implications for destinations, in the context of the changed dynamics in the relationships and roles of stakeholders on the tourism market.
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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”.