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Digital Omotenashi: Toward a Smart Tourism Design Systems

Author

Listed:
  • Chaeyoung Lim

    (Department of Industrial Engineering and Economics, Tokyo Institute of Technology, Tokyo 152-8552, Japan)

  • Noha Mostafa

    (Industrial Engineering Department, Zagazig University, Zagazig 44519, Egypt)

  • Jaehyun Park

    (Department of Industrial Engineering and Economics, Tokyo Institute of Technology, Tokyo 152-8552, Japan)

Abstract

The tourism industry is currently facing many challenges; one of the main challenges is the lack of having smart tourism systems that make use of the recent advances in information and communication technology. Another challenge is designing such smart tourism systems while embracing diversified tourists’ sustainable values of experience (functional values, social values, emotional values, and epistemic values). In light of these challenges, the overall objective of this work is to design a smart tourism experience-centered system that considers social and technical perspectives. The Socio-Technical Systems theory was adopted as a theoretical foundation, and the Design Science Research methodology was used to develop a smart tourism system and a practical design artifact. A case study from the Japanese tourism context was studied by exploring tourists’ sustainable values of experiences and local staffs’ behaviors. The main problem was the dysfunctional communication between local service staffs and foreign tourists during the service process. After identifying the problem and the objectives, a relevant smart tourism system was synthesized and tested as a design artifact. The results of the utility test of the proposed artifact showed its effectiveness and efficiency in facilitating the service process and in creating multi-dimensional values of experience.

Suggested Citation

  • Chaeyoung Lim & Noha Mostafa & Jaehyun Park, 2017. "Digital Omotenashi: Toward a Smart Tourism Design Systems," Sustainability, MDPI, vol. 9(12), pages 1-20, November.
    • Handle: RePEc:gam:jsusta:v:9:y:2017:i:12:p:2175-:d:120377
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    References listed on IDEAS

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    Cited by:

    1. Chunyu Jiang & Seuk Wai Phoong, 2023. "A ten-year review analysis of the impact of digitization on tourism development (2012–2022)," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-16, December.
    2. Vitor Rodrigues & Celeste Eusébio & Zélia Breda, 2023. "Enhancing sustainable development through tourism digitalisation: a systematic literature review," Information Technology & Tourism, Springer, vol. 25(1), pages 13-45, March.
    3. Meron Tekalign & Nicole Groot Zevert & Amanuel Weldegebriel & Jean Poesen & Jan Nyssen & Anton Van Rompaey & Lindsey Norgrove & Bart Muys & Liesbet Vranken, 2018. "Do Tourists’ Preferences Match the Host Community’s Initiatives? A Study of Sustainable Tourism in One of Africa’s Oldest Conservation Areas," Sustainability, MDPI, vol. 10(11), pages 1-19, November.
    4. Sanaz Shafiee & Ali Rajabzadeh Ghatari & Alireza Hasanzadeh & Saeed Jahanyan, 2022. "Developing a model for smart tourism destinations: an interpretive structural modelling approach," Information Technology & Tourism, Springer, vol. 24(4), pages 511-546, December.

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