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Nowadays, smartness and smart management of tourism destinations and suppliers are becoming a top priority and big challenge. This article focuses on tourist attractions and aims at exploring how smart technologies influence the customer journey. The main research question is how smart technologies are influencing the tourists’ visit experience. Th...
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... is worth noticing that 'smart' is not the advance of a single technology, but the interconnection and collaborative progress/advance of various technologies simultaneously. Smart technologies include a variety of computing and information technologies, as depicted in Table 1. A network capable to process identification, location, tracking, monitoring, and management through RFID, infrared sensor, GPS, laser scanning, and other information sensing equipment, and connect the goods with the network for information exchange and communication. ...Similar publications
Los Itinerarios Culturales del Consejo de Europa suponen una certificación a rutas culturales cuyo patrimonio implica un recurso de relevancia turística en diversos destinos. Esta singularidad implica una gestión en red basada en la cooperación y la colaboración de diferentes localidades para su desarrollo. Mediante el estudio de fuentes secundaria...
In order to make Quanzhou’s tourism industry more intelligent and informatized, and to respond to the country’s policies call for the new industry model of “Internet + Tourism”, a new type of smart tourism management platform in Quanzhou came into being. The article first analyzes the development status of Quanzhou tourism, and then analyzes and in...
Las relaciones entre los programas de Licenciatura en Gestión Turística (LGT) y la Maestría en Ciencias: Gestión Sustentable de Turismo (MCGST) de la Universidad Autónoma de Guerrero (UAGro) implican un compromiso conceptual y teórico-metodológico. El objetivo fue exponer cinco coincidencias entre la LGT y la MCGST para la construcción de indicador...
The Philippines is an emerging tourism destination in Asia. In the last decade, the country’s tourism industry has experienced significant growth in terms of international tourist arrivals and visitor receipts. While sustainable tourism has been institutionalised as a motor for national development, several issues challenging the sustainability and...
The purpose of this study is to develop a new method that allows calculating the characteristics of tourist paths, favoring the understanding of visitor behavior. Changes and complexities are considered between a first phase of quasi-random "search" of attractions and tourist sites to visit, and a second phase of direct access to places of interest...
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... The concept of a smart tourism destination pertains to a geographical area that has effectively incorporated technological advancements into its tourism sector, thereby enhancing the overall experience for visitors (Shen et al., 2020). These destinations utilize cutting-edge technologies such as artificial intelligence, big data, and the Internet of Things (IoT) to provide customized and immersive experiences. ...
The ongoing expansion of the tourism sector in Bangladesh has created opportunities for future development through the adoption of smart tourism destinations. The notion of smart tourism destinations encompasses incorporating every facet of a tourist's experience, including planning activities. By adopting this particular strategy, Bangladesh can cultivate a tourism industry characterized by enhanced cohesion and effectiveness, thereby augmenting the overall experience for both local and international tourists. This article emphasizes several vital aspects of smart destinations, such as heightened financial gains, enhanced tourism infrastructure, and bolstered sustainability efforts. Furthermore, this paper also addresses the difficulties associated with implementing the proposed approach. It explores potential strategies to overcome these challenges. The concept of smart tourism destinations in Bangladesh offers significant potential for growth and development in the tourism industry.
... The author collected contents from different news articles, journals, and patents, and text analysis has been carried out with the help of T-LAB software. Some authors also studied mobile application reviews from users using Leximancer software [11][12][13] . Recently, researchers in 14 designed a mobile application that will suggest and guide the routes to the zoo and display some related images of currently existing animals in the zoo. ...
لقد سعى باحثو العلوم الاجتماعية إلى عرض الأدبيات المختلفة لأنظمة التوصية المتنقلة الفردية لمساعدة أصحاب المصلحة في قطاع السياحة. إن التحدي المتمثل في صياغة معادلة رياضية للتنبؤ بالنمو السياحي في مواقع محددة ينشأ بسبب الظروف البيئية المتنوعة الفريدة لكل وجهة. يسعى هذا البحث إلى تطوير نموذج لتطبيقات الهاتف المحمول يعزز الاتصال بين أصحاب المصلحة الرئيسيين في مجال السياحة. داخل التطبيق، يمكن لأصحاب المصلحة استرداد المعلومات حول الآخرين بسهولة والتفاعل مباشرة مع السلطات ذات الصلة دون الخروج من التطبيق. يوفر التطبيق أيضًا إرشادات ملاحية للوجهات السياحية. وتستكشف الدراسة معدل النمو النوعي للسياح، بافتراض تضاعف أعداد السياح بعد فترة زمنية محددة. في حين أنه قد يكون هناك نمو هائل مبدئي في أعداد السياح في الوجهة، إلا أن العدد يستقر في النهاية. تم استخدام معادلة مونود مع المعادلة السياحية للحصول على تمثيل شامل في هذه الدراسة. بالإضافة إلى ذلك، يتعمق البحث في التحليل الرسومي لشروط الجدوى التي يقترحها نموذج الاتصال الخاص بـCasagrand i و Rinaldi. و من الضروري ملاحظة أن هذا التحليل يظل مجردًا، وأن إنشاء نموذج رياضي رياضي قابل للتطبيق عالميًا لكل وجهة يكاد يكون مستحيلًا.
... The rapid advancements in information and communication technology (ICT), such as artificial intelligence (AI), mobile devices, big data mining, and social media, have increased the popularity of computing, storage, and communication software and hardware (Shin et al., 2021). Shen et al. (2020) listed 12 sorts of STTs which were applied in smart tourism and concluded these technologies provided real-time connectivity and advanced analysis of the physical environment, assisting businesses and organizations in optimizing business operations and enhancing performance. The role of STTs in smart tourism is crucial in developing tourists' smart tourism experience and revisiting intention to STDs (Balakrishnan et al., 2021). ...
The issue this study explores is to investigate the determinants of smart tourism destinations (STDs) on tourists’ experiences. To address this issue, this study purports to identify different configuration paths of determinants that lead to tourists’ positive experiences in STDs and explain the mechanism of the configuration effects of different determinants. The fuzzy-set qualitative comparative analysis (fsQCA) method was adopted to conduct a survey on 266 tourists who went to five Chinese STDs between 2021 and 2022. Smart tourism technologies, smart destination governance, personalized service, and smart infrastructure, co-creation formed distinct combination paths through different configurations. The findings demonstrated that smart infrastructure and co-creation are necessary conditions to arouse tourists’ positive experiences. The results of fsQCA analysis further revealed five causal configurations leading to tourists’ positive experiences. The study provides theoretical and practical implications for STDs to design effective tourism services as well as enhance tourists’ overall experiences.
... The use of mobile apps also allows travelers to obtain recommendations and tips from fellow users or from official sources, which can help them plan their trips better and enrich their experiences. Therefore, this hypothesis states that the penetration level of mobile applications in the travel process will have a positive impact on tourists' travel experience (Shen, 2020). ...
... This can increase tourists' interest and engagement during their trip, thereby potentially improving the overall tourism experience. Therefore, this hypothesis states that the adoption of virtual reality and augmented reality technology in tourist destinations will have a positive impact on tourists' travel experience (Shen, 2020). ...
This research investigates the influence of digital transformation in tourism on tourists' travel experiences through systematic literature analysis. The main focus is on the availability of online booking platforms, the integration of virtual reality and augmented reality technology, and the adoption of the Internet of Things (IoT) in tourist destinations. A systematic literature review method was used to investigate global developments and the situation in Indonesia in the context of tourism digitalization. The results of the analysis show that these factors contribute positively to tourists' travel experience, by providing easier access, more immersive experiences, and more connected facilities. However, challenges and obstacles remain, including the need for better regulation and more thorough integration of technology in tourism infrastructure.
... The term is used broadly and encompasses outdoor platforms, analog tour guide books, and individual local knowledge how digitalization has changed effective visitor management strategies to mitigate negative impacts on natural ecosystems. We investigated the usage of digital and analog tools in the two phases of the customer journey-planning (mainly before the activity) and navigating (during the activity)-which also changes with the use of smartphones, and considered interrelations with factors such as age, location of the activity, and type of activity (Huertas & Orden-Mejía, 2022;Kang et al., 2020;Mieli, 2023;Shen, Sotiriadis, & Zhang, 2020). The tools used in our survey were also employed in other comparable surveys (BTE Tourismus-und Regionalberatung & Deutscher Wanderverband, 2018). ...
Effective visitor management requires reaching visitors with fitting information at the right time through the channels they already use. To identify effective communication channels, 410 recreationists were interviewed in north-east Bavaria to determine how they plan and navigate their outdoor activities. Interviews were conducted onsite (38%) as well as through digital media (62%). The study found that the majority of people use digital tools when planning (86%) and navigating (73%) outdoor activities. Additionally, most people (84%) use more than one tool for planning activities, while almost half (48%) use only one tool for navigation. The choice of tools was largely influenced by the planned activity. Trail running (93%), mountain biking (93%), and hiking (84%) were mostly planned using a digital main tool, while sport climbing was mainly planned using an analog main tool (57%), with 87% of sport climbers using printed guidebooks. Age had a smaller effect on tool choice, with 90% of 30-year-olds using a digital main tool for planning outdoor activities compared to 73% of 60-year-olds. The study demonstrates the importance and the diversity of digital tools used for outdoor activities that need to be considered for effective visitor management in tourism as well as nature conservation.
... According to Pai, Kang, Liu, and Zheng (2021), STTs are the basic infrastructure that integrates hardware, software and networks, travel services, and ICTs to provide real-time data to facilitate smarter decision-making by destination stakeholders. They include a variety of solutions, such as the internet of things (IoT), cloud computing, artificial intelligence, mobile devices and applications, big data, Wi-Fi, virtual reality, augmented reality, chatbots, wearable devices, QR codes, near field communication (NFC), radio frequency identification (RFID), social networks and beacons (Gajdošík & Orelová, 2020;Shen, Sotiriadis, & Zhang, 2020;Wang, Li, & Li, 2013). Overall, STTs encompass a broad range of applications that can enrich tourists' experiences while also generating additional value (Neuhofer et al., 2015). ...
... fter the visit influences the tourist experience.Find the correlation between smart tourism experience, perceived value, memorable tourism experience, and revisit intention.Highlight the role and significance of information technology in creating the tourist experience. Comprehend the effect of the use of ICT by tourists on their travel experience.Shen et al. (2020) Explore how STT influences tourists' visit experience.Shin et al. (2021) Examine the influence of STT and travellers' technology readiness on satisfaction and future behavioural intention.Study the impact of smart tourism destinations that affect revisit intentions during the COVID-19 pandemic.Torabi et al. (2022) Explore an integrated ...
... al, 2021;Sepe & Marzullo, 2022). Museums have been a preferred field of research in the aftermath of the emergency caused by the Covid-19 virus, which imposed the introduction of new technologies (Shen et al., 2020) and required a reskilling process for institutions traditionally reluctant to change. Virtual tours, applications with augmented reality systems, interactive and immersive experiences, gamification, and artificial intelligence are just some of the tools adopted in order to provide the visitor with a new mode of enjoyment and to develop new value propositions (Khan et al., 2020;Carignani et al., 2023). ...
In recent years, the cultural value proposition has acquired an innovative technological component. The daily overexposure to multimedia platforms and the pervasiveness of social networks requires cultural organizations to develop strategic trajectories that can stimulate interest and involvement of current audiences on a par with the attraction of potential audiences. This chapter explores, from a managerial perspective, emerging experimentations regarding the use of artificial intelligence for the enhancement of the cultural-based experience through chatbot technology. The research's findings highlight that this technology can take on different characteristics depending on the implementation used and the purpose to be achieved. The innovativeness of the approach lies in the components of interactivity and customization of human-like interaction, through which museums attract and involve more effectively current and potential audiences.
... Technology can enhance the experience of both tourists and residents in many ways, but it can also damage it, especially if the technology is overwhelming, of poor quality or constantly breaks down. In this process, the first stage is the technology-mediated experience, where social media interactions are the first driver to find inspiration for the destination, followed by mobile technology assuring on-site information gathering and memory sharing (Buhalis, 2020;Shen et al., 2020). Later, the co-creation of the experience through technology is the next stage according to Femenia-Serra et al. (2019). ...
... Existing positivist research primarily investigates the influence of smart services on consumer behavior (Roy et al., 2017) and their impact on customers' post-service evaluations (Castelo et al., 2023). Considering the current state of literature on the effects of smart services on CX, this study contributes to the academic discourse on smart services and customer journeys (Shen et al., 2020) in multiple ways. ...
Scholarly understanding of customer journeys has evolved from a linear, single service provider perspective to encompass complex service delivery networks that involve multiple touchpoints governed by various service providers. This intricate setting often gives rise to experiential pain points for customers. To investigate this phenomenon within the context of airport services, our research employs critical incident and problem‐centered interviews as well as an analysis of 7192 online airport reviews. In Studies 1a and 2a, we explore the crucial pain points that travelers encounter throughout their airport journey. Complementing these insights, Studies 1b and 2b assess the impact of the identified pain points on travelers' emotions. Building upon a classification of pain points into information, performance, and hospitality themes, Study 3 further examines how smart service solutions, as new technologies, can address and resolve these pain points, ultimately enhancing the customer experience (CX). By accomplishing these objectives, our work contributes a comprehensive classification scheme for experiential pain points in complex customer journeys to the academic discourse on customer journeys. Furthermore, it establishes a connection to the emerging field of research on the impact of smart service solutions on the CX.
... Zha J et al. divided the tourism scenic business process into production and environmental governance sub-processes, evaluated them using a rangeadjusted measurement network data envelopment analysis model, and explored the determinants of tourist attraction operation efficiency [17]. Sotiriadis M used the Ningbo Museum as a research object to explore the impact of smart technology on customer journeys in tourist attractions and empirically tested and validated it from the perspective of consumer behavior [18]. ...
In this paper, we apply FCM to data fusion and continuously iterate to create a data fusion model that achieves classification and fusion. The model has been improved to form the ARFCM data fusion model. Then, we select the evaluation indexes of urban tourism scenic spot management satisfaction and build the evaluation system of urban tourism scenic spot management satisfaction based on multiple data fusions. Finally, gender differences, age differences, importance, and other indicators of tourist satisfaction are selected to evaluate the management level of urban tourism scenic spots. The p-value of the t-test on staff service satisfaction is 0.008, the p-value of the t-test on scenic spot price satisfaction is 0.01, and the p-value of the t-test on scenic spot comprehensive service satisfaction is 0.03. This paper’s research provides strong support and a scientific basis for improving the management level of urban tourism scenic spots.
