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A Framework for Customer-Oriented Solution Applied to the Tourism Sector

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Advances in Tourism, Technology and Systems (ICOTTS 2020)

Part of the book series: Smart Innovation, Systems and Technologies ((SIST,volume 208))

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Abstract

Tourism is a very sensitive economic sector and depends heavily on the stability of market variables such as the political and social conditions of regions, as well as terrorism threats, natural disasters, nuclear or industrial risks (pollution) and epidemics or pandemics. In times of great uncertainty and volatility in the market, when the customer quickly demands new services or products, it is essential that tourism operators use information platforms that enable and agile these new responses to the market. New models of cross-organizational business collaborations have emerged to allow the integration of companies in a consortium to rapidly seize market opportunities. Service-Oriented Computing and Cross-organizational Business Processes provide the means to create and execute dynamic business environments, meeting constantly evolving customer requirements and support for current challenges in a turbulent market. This paper describes the basis of a conceptual adaptive framework that supports a method of service selection and ranking applied to Tourism sector relying on a set of services that satisfies the customer specific requests. The framework will provide the means to engage a collaborative network of tourism partners, taking into consideration mechanisms to deal with business process constraints and the dynamic environment. In a future work, a prototype oriented to Tourism sector will be developed and implemented.

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Notes

  1. 1.

    World Tourism Organization – A United Nations Specialized Agency https://www.unwto.org/.

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Authors and Affiliations

  1. CEOS.PP, Organizational and Social Studies Centre of the Polytechnic of Porto, Porto, Portugal

    Firmino Oliveira da Silva

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  1. Firmino Oliveira da Silva
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Correspondence to Firmino Oliveira da Silva .

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Editors and Affiliations

  1. Institute of Accounting and Administration of Porto (ISCAP), Polytechnic Institute of Porto, São Mamede de Infesta, Portugal

    João Vidal de Carvalho

  2. ISEG, University of Lisbon, Lisbon, Portugal

    Álvaro Rocha

  3. School of Hospitality and Tourism, Polytechnic of Porto, Vila do Conde, Portugal

    Pedro Liberato

  4. Universidad EIA, Envigado, Colombia

    Alejandro Peña

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da Silva, F.O. (2021). A Framework for Customer-Oriented Solution Applied to the Tourism Sector. In: de Carvalho, J.V., Rocha, Á., Liberato, P., Peña, A. (eds) Advances in Tourism, Technology and Systems. ICOTTS 2020. Smart Innovation, Systems and Technologies, vol 208. Springer, Singapore. https://doi.org/10.1007/978-981-33-4256-9_23

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