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The Influence of Smart Technologies on Customer Journey in Tourist Attractions within the Smart Tourism Management Framework

Author

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  • Shiwei Shen

    (Ningbo University—University of Angers Joint Institute/Sino-European Institute of Tourism and Culture, Ningbo University, Ningbo 315211, China)

  • Marios Sotiriadis

    (Ningbo University—University of Angers Joint Institute/Sino-European Institute of Tourism and Culture, Ningbo University, Ningbo 315211, China)

  • Yuwen Zhang

    (Ningbo University—University of Angers Joint Institute/Sino-European Institute of Tourism and Culture, Ningbo University, Ningbo 315211, China)

Abstract

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. The study takes a consumer behavior perspective with a specific focus on the visit cycle (prospective, active, and reflective phases), based on the theoretical foundations of customer journey process model. First, a research framework was elaborated, encompassing three hypotheses. Then, this model was empirically tested and validated by means of a quantitative research using as a study site the Ningbo Museum, Ningbo, China. This investigation allows us to get insights into consumer behavior, which is useful for tourist attraction to become ‘smarter’. The study’s findings indicate that smart technologies have an influence on the customer journey at all three phases, the most significant being at the prospective and active phases, without neglecting the reflective one. This article extends our knowledge by providing new insights into the influence of smart technologies that have theoretical and marketing implications for tourist attraction.

Suggested Citation

  • Shiwei Shen & Marios Sotiriadis & Yuwen Zhang, 2020. "The Influence of Smart Technologies on Customer Journey in Tourist Attractions within the Smart Tourism Management Framework," Sustainability, MDPI, vol. 12(10), pages 1-18, May.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:10:p:4157-:d:360241
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    References listed on IDEAS

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    1. Colin Shaw & John Ivens, 2002. "Building Great Customer Experiences," Palgrave Macmillan Books, Palgrave Macmillan, number 978-0-230-55471-9, October.
    2. Shiwei Shen & Marios Sotiriadis & Qing Zhou, 2020. "Could Smart Tourists Be Sustainable and Responsible as Well? The Contribution of Social Networking Sites to Improving Their Sustainable and Responsible Behavior," Sustainability, MDPI, vol. 12(4), pages 1-21, February.
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    Cited by:

    1. Sustacha, Inés & Baños Pino, José Francisco & del Valle, Eduardo, 2022. "Research trends in technology in the context of smart destinations: a bibliometric analysis and network visualization," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
    2. Yuejiao Wang & Shiwei Shen & Marios Sotiriadis & Li Zhang, 2020. "Suggesting a Framework for Performance Evaluation of Tourist Attractions: A Balance Score Approach," Sustainability, MDPI, vol. 12(15), pages 1-22, August.
    3. Santos, Susana & Gonçalves, Helena Martins, 2021. "The consumer decision journey: A literature review of the foundational models and theories and a future perspective," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    4. Koech, Alex Kipkorir & Buyle, Sven & Macário, Rosário, 2023. "Airline brand awareness and perceived quality effect on the attitudes towards frequent-flyer programs and airline brand choice - Moderating effect of frequent-flyer programs," Journal of Air Transport Management, Elsevier, vol. 107(C).
    5. Mateusz Naramski, 2020. "The Application of ICT and Smart Technologies in Polish Museums—Towards Smart Tourism," Sustainability, MDPI, vol. 12(21), pages 1-27, November.
    6. Danny Daniel Castillo Vizuete & Alex Vinicio Gavilanes Montoya & Eduardo Antonio Muñoz Jácome & Carlos Renato Chávez Velásquez & Stelian Alexandru Borz, 2021. "An Evaluation of the Importance of Smart Tourism Tools in the Riobamba Canton, Ecuador," Sustainability, MDPI, vol. 13(16), pages 1-22, August.
    7. Mark A. Williams & Xinyuan Wang & Melinda T. McHenry & Angus M. Robinson, 2024. "Australian Geotourism Discovery Platform: A Sustainable and User-Friendly Platform for Accessible Exploration of Geosites, Geotrails, Cultural, and Mining Heritage Sites," Sustainability, MDPI, vol. 16(13), pages 1-19, June.
    8. Chunbo Zhou & Marios Sotiriadis, 2021. "Exploring and Evaluating the Impact of ICTs on Culture and Tourism Industries’ Convergence: Evidence from China," Sustainability, MDPI, vol. 13(21), pages 1-18, October.
    9. Bahram Zikirya & Chunshan Zhou, 2023. "Spatial Distribution and Influencing Factors of High-Level Tourist Attractions in China: A Case Study of 9296 A-Level Tourist Attractions," Sustainability, MDPI, vol. 15(19), pages 1-18, September.
    10. Nguyet Luong Tran & Wawrzyniec Rudolf, 2022. "Social Media and Destination Branding in Tourism: A Systematic Review of the Literature," Sustainability, MDPI, vol. 14(20), pages 1-18, October.
    11. Assumpció Huertas & Antonio Moreno & Jordi Pascual, 2021. "Place Branding for Smart Cities and Smart Tourism Destinations: Do They Communicate Their Smartness?," Sustainability, MDPI, vol. 13(19), pages 1-18, October.
    12. Junjie Gao & Younghwan Pan, 2022. "Evaluating Influencing Factors of Tourists’ Experiences with Smart Tour Guide System: A Mixed Method Research," Sustainability, MDPI, vol. 14(23), pages 1-19, December.
    13. Yuwen Zhang & Marios Sotiriadis & Shiwei Shen, 2022. "Investigating the Impact of Smart Tourism Technologies on Tourists’ Experiences," Sustainability, MDPI, vol. 14(5), pages 1-21, March.

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