Abstract
With the tourist experience at the heart of tourism and considering that it is shaped and influenced by the interaction between supply and demand, the nature of this interaction is a fundamental concept, namely for its design, communication, and facilitation. The smart tourism ecosystem integrates (i) systems, which include actors, who exchange skills, experiences, and knowledge; (ii) institutions, which promote the integration of resources, based on a common set of social arrangements; (iii) technology, which generates and renews social arrangements. It is a reality with multiple impacts, susceptible to change in various elements of the market, such as the exchange object, actors, structure, institutions, and practices. Also in business models, it is possible to admit significant changes, at the levels of customer segments and relationships, value propositions, channels, revenue streams, resources, activities, partnerships, and cost structure. Given the above, a conceptual approach is proposed, highlighting the importance of a positively differentiating tourism experience from the perspective of a smart tourism ecosystem, considering its multi-participant structure. This will be the first stage of a broader work, where we hope to obtain far-reaching results, highlighting the importance of interaction between stakeholders, mediated by technology, capable of providing a positively differentiating tourist experience. The suggested approach has relevant implications at the management level, given the need to obtain differentiating factors, with the incorporation of added value for the parties involved, capable of achieving and renewing balances between supply and demand, using technology, which is now unavoidable.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Agapito, D.: The senses in tourism design: a bibliometric review. Ann. Tour. Res. 83, 102934 (2020). https://doi.org/10.1016/j.annals.2020.102934
Andrejevic, M., Burdon, M.: Defining the sensor society. Television New Media 16(1), 19–36 (2015). https://doi.org/10.1177/1527476414541552
Anttiroiko, A.-V., Valkama, P., Bailey, S.J.: Smart cities in the new service economy: building platforms for smart services. AI & Soc. 29(3), 323–334 (2014). https://doi.org/10.1007/s00146-013-0464-0
Anuar, F., Gretzel, U.: Privacy Concerns in the Context of Location-Based Services for Tourism (2011)
Barile, S., Ciasullo, M.V., Troisi, O., Sarno, D.: The role of technology and institutions in tourism service ecosystems: findings from a case study. The TQM Journal 29(6), 811–833 (2017). https://doi.org/10.1108/TQM-06-2017-0068
Beritelli, P., Reinhold, S., Laesser, C.: Visitor flows, trajectories and corridors: Planning and designing places from the traveler’s point of view. Ann. Tour. Res. 82, 102936 (2020). https://doi.org/10.1016/j.annals.2020.102936
Boes, K., Buhalis, D., Inversini, A.: Smart tourism destinations: ecosystems for tourism destination competitiveness. Int. J. Tourism Cities 2(2), 108–124 (2016). https://doi.org/10.1108/IJTC-12-2015-0032
Borrie, B., Roggenbuck, J.: The dynamic, emergent, and multi-phasic nature of on-site wilderness experiences. J. Leis. Res. 33, 202–228 (2001). https://doi.org/10.1080/00222216.2001.11949938
Buhalis, D., Amaranggana, A.: Smart tourism destinations enhancing tourism experience through personalisation of services. In: Tussyadiah, I., Inversini, A. (eds.) Information and Communication Technologies in Tourism 2015, pp. 377–389. Springer, Cham (2015). https://doi.org/10.1007/978-3-319-14343-9_28
Clawson, M., Knetsch, J.: Economics of Outdoor Recreation. John Hopkins University Press (1966)
Cohen, E.: A phenomenology of tourist experiences. Sociology 13(2), 179–201 (1979). https://doi.org/10.1177/003803857901300203
Cutler, S., Carmichael, B.: The dimensions of the tourist experience. In: The Tourism and Leisure Experience, pp. 3–26. Channel View Publications (2010). https://doi.org/10.21832/9781845411503-004
Graburn, N.H.H., Barthel-Bouchier, D.: Relocating the tourist. Int. Sociol. 16(2), 147–158 (2001). https://doi.org/10.1177/0268580901016002001
Gretzel, U., Sigala, M., Xiang, Z., Koo, C.: Smart tourism: foundations and developments. Electron. Mark. 25(3), 179–188 (2015). https://doi.org/10.1007/s12525-015-0196-8
Gretzel, U., Werthner, H., Koo, C., Lamsfus, C.: Conceptual foundations for understanding smart tourism ecosystems. Computers in Human Behavior 50(C), 558–563 (2015). https://doi.org/10.1016/j.chb.2015.03.043
Guo, Y., Liu, H., Chai, Y.: The embedding convergence of smart cities and tourism internet of things in China: an advance perspective. Advances in Hospitality and Tourism Res. 2, 54–69 (2014)
Hayllar, B., Griffin, T.: The precinct experience: a phenomenological approach. Tour. Manage. 26, 517–528 (2005). https://doi.org/10.1016/j.tourman.2004.03.011
Henrique de Souza, L., Kastenholz, E., Barbosa, M.A.: Relevant dimensions of tourist experiences in unique, alternative person-to-person accommodation—sharing castles, treehouses, windmills, houseboats or house-buses. Int. J. Hospitality Tourism Admin. 21(4), 390–421 (2020). https://doi.org/10.1080/15256480.2018.1511495
Hirschman, E.C., Holbrook, M.B.: Hedonic consumption: emerging concepts, methods and propositions. J. Mark. 46(3), 92–101 (1982). https://doi.org/10.2307/1251707
Hosany, S., Witham, M.: Dimensions of cruisers’ experiences, satisfaction, and intention to recommend. J. Travel Res. 49, 351–364 (2009). https://doi.org/10.1177/0047287509346859
Jensen, J.M.: Shopping orientation and online travel shopping: the role of travel experience. Int. J. Tour. Res. 14(1), 56–70 (2012). https://doi.org/10.1002/jtr.835
Kim, J., Fesenmaier, D.R.: Tourism experience and tourism design. In: Fesenmaier, D.R., Xiang, Z. (eds.) Design Science in Tourism. TV, pp. 17–29. Springer, Cham (2017). https://doi.org/10.1007/978-3-319-42773-7_2
Kim, D., Perdue, R.R.: The effects of cognitive, affective, and sensory attributes on hotel choice. Int. J. Hosp. Manag. 35, 246–257 (2013). https://doi.org/10.1016/j.ijhm.2013.05.012
Koens, K., Smit, B., Melissen, F.: Designing destinations for good: using design roadmapping to support pro-active destination development. Ann. Tour. Res. 89, 103233 (2021). https://doi.org/10.1016/j.annals.2021.103233
Kuppelwieser, V.G., Klaus, P.: Measuring customer experience quality: the EXQ scale revisited. J. Bus. Res. 126, 624–633 (2021). https://doi.org/10.1016/j.jbusres.2020.01.042
Lamsfus, C., Martín, D., Alzua-Sorzabal, A., Torres-Manzanera, E.: Smart tourism destinations: an extended conception of smart cities focusing on human mobility. In: Tussyadiah, I., Inversini, A. (eds.) Information and Communication Technologies in Tourism 2015, pp. 363–375. Springer, Cham (2015). https://doi.org/10.1007/978-3-319-14343-9_27
Larsen, S.: Aspects of a psychology of the tourist experience. Scand. J. Hosp. Tour. 7, 7–18 (2007). https://doi.org/10.1080/15022250701226014
López de Avila, A.: Smart destinations: XXI century tourism. In: Journal of Destination Marketing & Management. ENTER2015 Conference on information and communication technologies in tourism, Lugano, Switzerland (2015)
Lovelock, C., Gummesson, E.: Whither services marketing? in search of a new paradigm and fresh perspectives. J. Services Research 7, 20–41 (2004). https://doi.org/10.1177/1094670504266131
Maglio, P., Spohrer, J.: Fundamentals of service science. J. Acad. Mark. Sci. 36, 18–20 (2007). https://doi.org/10.1007/s11747-007-0058-9
Manthiou, A., Lee, S.(Ally), Tang, L., Chiang, L.: The experience economy approach to festival marketing: vivid memory and attendee loyalty. J. Services Marketing 28, 22–35 (2014). https://doi.org/10.1108/JSM-06-2012-0105
McIntosh, A.J., Prentice, R.: Affirming authenticity: consuming cultural heritage. Annals of Tourism Research 26(3), 589–612 (1999). https://doi.org/10.1016/S0160-7383(99)00010-9
Miao, L., Lehto, X., Wei, W.: The Hedonic value of hospitality consumption: evidence from spring break experiences. J. Hosp. Market. Manag. 23, 99–121 (2014). https://doi.org/10.1080/19368623.2013.766582
Minghetti, V., Buhalis, D.: Digital divide in tourism. J. Travel Res. 49(3), 267–281 (2010). https://doi.org/10.1177/0047287509346843
Morabito, V.: Big Data and Analytics: Strategic and Organizational Impacts (2015)
Mossberg, L.: A marketing approach to the tourist experience. Scand. J. Hosp. Tour. 7(1), 59–74 (2007). https://doi.org/10.1080/15022250701231915
Neuhofer, B., Buhalis, D., Ladkin, A.: Technology as a catalyst of change: enablers and barriers of the tourist experience and their consequences. In: Tussyadiah, I., Inversini, A. (eds.) Information and Communication Technologies in Tourism 2015, pp. 789–802. Springer, Cham (2015). https://doi.org/10.1007/978-3-319-14343-9_57
Nickerson, N.: Some Reflections on Quality Tourism Experiences, pp. 227–235 (2006). https://doi.org/10.1016/B978-0-7506-7811-7.50023-7
Phi, G., Dredge, D.: Critical issues in tourism co-creation. Tour. Recreat. Res. 44, 281–283 (2019). https://doi.org/10.1080/02508281.2019.1640492
Polese, F., Botti, A., Grimaldi, M., Monda, A., Vesci, M.: Social innovation in smart tourism ecosystems: how technology and institutions shape sustainable value co-creation. Sustainability 10(1), 140 (2018). https://doi.org/10.3390/su10010140
Rasoolimanesh, S.M., Seyfi, S., Hall, C.M., Hatamifar, P.: Understanding memorable tourism experiences and behavioural intentions of heritage tourists. J. Destin. Mark. Manag. 21, 100621 (2021). https://doi.org/10.1016/j.jdmm.2021.100621
Rojas, C., Camarero, C.: Visitors’ experience, mood and satisfaction in a heritage context: evidence from an interpretation center. Tour. Manage. 29, 525–537 (2008). https://doi.org/10.1016/j.tourman.2007.06.004
Seabra, C., Cravidão, F., Gomes, G.: Tourism industry after the COVID-19 crisis in Portugal - Now what?. In: “Over Tourism” and “Tourism Over” Recovery from COVID19 Tourism Crisis in Regions with Over and Under Tourism. Eds. Anna, T., Tomasz, D., Jurgen, S.: World Scientific Publisher, London (2021)
Sigala, M.: Gamification for crowdsourcing marketing practices: applications and benefits in tourism. In: Garrigos-Simon, F.J., Gil-Pechuán, I., Estelles-Miguel, S. (eds.) Advances in Crowdsourcing, pp. 129–145. Springer, Cham (2015). https://doi.org/10.1007/978-3-319-18341-1_11
Tu, K., Liu, A.: Framework of Smart Tourism Research and Related Progress in China. pp. 140–146 (2014)
Tung, V., Ritchie, J.R.: Exploring the essence of memorable tourism experiences. Annals of Tourism Research - Ann Tourism Res 38, 1367–1386 (2011). https://doi.org/10.1016/j.annals.2011.03.009
Vargo, S., Akaka, M.: Value cocreation and service systems (re)formation: a service ecosystems view. Serv. Sci. 4, 207–217 (2012). https://doi.org/10.1287/serv.1120.0019
Vaz Serra, P., Seabra, C.: Digital influencers and tourist destinations: cristiano ronaldo and madeira island, from promotion to impact. In: Guarda, T., Portela, F., Santos, M.F. (eds.) ARTIIS 2021. CCIS, vol. 1485, pp. 302–317. Springer, Cham (2021). https://doi.org/10.1007/978-3-030-90241-4_24
Vogt, J.W.: Wandering: youth and travel behavior. Ann. Tour. Res. 4(1), 25–41 (1976). https://doi.org/10.1016/0160-7383(76)90051-7
Voigt, C., Howat, G., Brown, G.: Hedonic and eudaimonic experiences among wellness tourists: an exploratory enquiry. Annals of Leisure Research 13(3), 541–562 (2010). https://doi.org/10.1080/11745398.2010.9686862
Walls, A., Okumus, F., Kwun, D.: An epistemological view of consumer experiences. Int. J. Hospitality Manage. – Int. J. Hosp. Manag. 30, 10–21 (2011). https://doi.org/10.1016/j.ijhm.2010.03.008
Williams, A., Rodríguez Sánchez, I., Makkonen, T.: Innovation and smart destinations: critical insights. Annals of Tourism Res. 83, 102930 (2020). https://doi.org/10.1016/j.annals.2020.102930
Xiang, Z., Stienmetz, J., Fesenmaier, D.R.: Smart tourism design: launching the annals of tourism research curated collection on designing tourism places. Ann. Tour. Res. 86, 103154 (2021). https://doi.org/10.1016/j.annals.2021.103154
Yoo, K.-H., Sigala, M., Gretzel, U.: Exploring TripAdvisor. In: Egger, R., Gula, I., Walcher, D. (Eds.): Open Tourism – Open Innovation, Crowdsourcing and Collaborative Consumption challenging the tourism industry (2015)
Zaltman, G.: How Customers Think: Essential Insights into the Mind of the Market (1st edition). Harvard Business School Press (2003)
Acknowledgments
This research received support from the Centre of Studies in Geography and Spatial Planning (CEGOT), funded by national funds through the Foundation for Science and Technology (FCT) under the reference UIDB/04084/2020.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Vaz Serra, P., Seabra, C., Caldeira, A. (2022). The Tourism Experience: A Smart Tourism Ecosystem Perspective. In: Guarda, T., Portela, F., Augusto, M.F. (eds) Advanced Research in Technologies, Information, Innovation and Sustainability. ARTIIS 2022. Communications in Computer and Information Science, vol 1676. Springer, Cham. https://doi.org/10.1007/978-3-031-20316-9_10
Download citation
DOI: https://doi.org/10.1007/978-3-031-20316-9_10
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-20315-2
Online ISBN: 978-3-031-20316-9
eBook Packages: Computer ScienceComputer Science (R0)