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Digital transformation and tourist experience co-design: Big social data for planning cultural tourism

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  • Cuomo, Maria Teresa
  • Tortora, Debora
  • Foroudi, Pantea
  • Giordano, Alex
  • Festa, Giuseppe
  • Metallo, Gerardino

Abstract

Digital transformation has completely changed the demand/offering interaction in the travel industry, as well as largely affecting the customer journey. In this direction, “big social data” and user-generated content have become key sources of well-timed and rich knowledge supporting data driven decision approaches addressed the managing of complex relationships. Based on this theoretical framework, the paper suggests how to apply “big social data” in the tourist experience co-design, providing an increased value for the visitors and a better decision making approach for managers. In this respect, the field analysis concentrated specifically on user-generated content regarding the Pompeii Archaeological Site (P.A.S.), to trace valuable insights for the tourist experience. Based on double stage of research – netnographic analysis and a supplementary online survey – the study aimed to detect: (a) tourist perception on the P.A.S.; (b) random chat on the part of internet users (tourists and other browsers, not necessarily visitors) on the topic of the P.A.S.; (c) the main characteristics of the P.A.S. that attract internet user attention; (d) the main topics debated by influencers/opinion leaders managing online discussions on the P.A.S. managerial and theoretical implications were investigated highlighting the main limitations of the study as well.

Suggested Citation

  • Cuomo, Maria Teresa & Tortora, Debora & Foroudi, Pantea & Giordano, Alex & Festa, Giuseppe & Metallo, Gerardino, 2021. "Digital transformation and tourist experience co-design: Big social data for planning cultural tourism," Technological Forecasting and Social Change, Elsevier, vol. 162(C).
    • Handle: RePEc:eee:tefoso:v:162:y:2021:i:c:s0040162520311719
    DOI: 10.1016/j.techfore.2020.120345
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    Cited by:

    1. Cuomo, Maria Teresa & Colosimo, Ivan & Celsi, Lorenzo Ricciardi & Ferulano, Roberto & Festa, Giuseppe & La Rocca, Michele, 2022. "Enhancing Traveller Experience In Integrated Mobility Services Via Big Social Data Analytics," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    2. Song Liu & Xiaoyan Ma, 2021. "How Social Networks Affect the Spatiotemporal Planning of Smart Tourism: Evidence from Shanghai," Sustainability, MDPI, vol. 13(13), pages 1-18, July.
    3. Lapuz, Mark Chris M., 2023. "The role of local community empowerment in the digital transformation of rural tourism development in the Philippines," Technology in Society, Elsevier, vol. 74(C).
    4. Xu, Yong & Yuan, Ling & Khalfaoui, Rabeh & Radulescu, Magdalena & Mallek, Sabrine & Zhao, Xin, 2023. "Making technological innovation greener: Does firm digital transformation work?," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
    5. Thowayeb H. Hassan & Amany E. Salem & Mahmoud I. Saleh, 2022. "Digital-Free Tourism Holiday as a New Approach for Tourism Well-Being: Tourists’ Attributional Approach," IJERPH, MDPI, vol. 19(10), pages 1-14, May.
    6. Ziqi Yuan & Guozhu Jia, 2022. "Systematic investigation of keywords selection and processing strategy on search engine forecasting: a case of tourist volume in Beijing," Information Technology & Tourism, Springer, vol. 24(4), pages 547-580, December.
    7. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & García-Henche, Blanca, 2022. "Word of mouth and digitalization in small retailers: Tradition, authenticity, and change," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    8. Maria Teresa Cuomo & Debora Tortora & Alessandro Danovi & Giuseppe Festa & Gerardino Metallo, 2022. "Toward a ‘New Normal’? Tourist Preferences Impact on Hospitality Industry Competitiveness," Corporate Reputation Review, Palgrave Macmillan, vol. 25(3), pages 212-225, August.
    9. Hannes Thees & Elina Störmann & Franziska Thiele & Natalie Olbrich, 2021. "Shaping digitalization among German tourism service providers: Processes and implications," Post-Print hal-03373971, HAL.
    10. Yuzong Zhao & Hui Wang & Zhen Guo & Mingli Huang & Yongtao Pan & Yongrui Guo, 2022. "Online Reservation Intention of Tourist Attractions in the COVID-19 Context: An Extended Technology Acceptance Model," Sustainability, MDPI, vol. 14(16), pages 1-17, August.
    11. Ruixue Liu & Jing Xiao, 2020. "Factors Affecting Users’ Satisfaction with Urban Parks through Online Comments Data: Evidence from Shenzhen, China," IJERPH, MDPI, vol. 18(1), pages 1-22, December.
    12. Moein Abdolmohamad Sagha & Nader Seyyedamiri & Pantea Foroudi & Morteza Akbari, 2022. "The One Thing You Need to Change Is Emotions: The Effect of Multi-Sensory Marketing on Consumer Behavior," Sustainability, MDPI, vol. 14(4), pages 1-18, February.
    13. Fernandez-Lores, Susana & Crespo-Tejero, Natividad & Fernández-Hernández, Ruth, 2022. "Driving traffic to the museum: The role of the digital communication tools," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    14. Thees, Hannes & Störmann, Elina & Thiele, Franziska & Olbrich, Natalie, 2021. "Shaping digitalization among German tourism service providers: Processes and implications," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 7, pages 3-15.

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