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This commentary critically examines the integration of smart tourism technologies within the tourism and hospitality sectors, focusing on their role in enhancing tourist experiences and operational efficiencies. Through a multidisciplinary approach encompassing a literature review, case studies, and empirical data analysis, the analysis adopts a constructivist perspective to explore tourists’ subjective experiences with technology. It highlights significant personalization, efficiency, and sustainability advancements while acknowledging challenges related to digital infrastructure and privacy concerns. Advocating for a balanced and sustainable approach that respects environmental integrity and cultural heritage, the commentary concludes with recommendations for future research on the socio-economic impacts of smart tourism, ethical data usage, and the adaptation of technologies to diverse contexts. It calls for increased investment in digital infrastructure and stakeholder collaborative efforts to promote sustainable and inclusive tourism development.
The importance of the image of the tourist destination in the communication and marketing of a tourist destination is beyond doubt. For this reason, numerous studies address these issues. However, not so many do so from the perspective of the emotion the receiver feels, which is why this study deals with analyzing the emotion generated in the receiver through neuromarketing techniques and measuring the level of engagement felt. As a fundamental part of this study, we added the variable of cultural differences, both generically and specifically for gender and age. We are mainly guided by the theories of Life Cycle Theory and Generational Theory to analyze age differences. At the same time, gender differences are approached from the Gender Role Theory. The sample comprises one hundred individuals with apparent cultural differences, one sample of German origin and residence and the other of Spanish origin and residence, 50/50. We approached the study from the point of view of the emotion felt by the receiver of the message based on ten neuromarketing techniques (EGG) and ten images used by a famous tourist destination known in both countries. The results suggest that not only are there differences in the emotion felt after viewing images of a tourist destination, but that these differences are also explained by cultural background, gender, and age.
Advancements in arena technology: Enhancing customer experience and employee adaptation in the tourism and hospitality industry
Article ID: 2330
Vol 4, Issue 2, 2023
DOI: https://doi.org/10.54517/st.v4i2.2330
Vol 4, Issue 2, 2023
Received: 7 July 2023; Accepted: 15 August 2023; Available online: 19 August 2023; Issue release: 30 December 2023
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Abstract
In today’s fast-paced and highly competitive tourism and hospitality industry, technological advancements play a pivotal role in shaping customer experiences and employee adaptation. Technological innovations such as mobile apps, artificial intelligence (AI), virtual reality (VR), and the Internet of Things (IoT) have revolutionized how businesses interact with their clientele. Mobile apps enable guests to make reservations, check in, and access key information conveniently; while AI-powered chatbots provide instant responses to queries. VR and IoT enhance the immersive experience, allowing customers to preview destinations and control room features seamlessly. Moreover, technology-driven data analytics and personalization algorithms enable businesses to gain valuable insights into customer preferences and behaviour, facilitating customized service delivery. The hospitality industry is seeing the integration of robotics and automation in tasks such as room cleaning and food delivery, freeing up employees to focus on more personalized guest interactions. In this endeavour, technological advancements have emerged as a powerful catalyst, revolutionizing both customer experiences and employee roles within this sector. The significance of this study is indicative in the fact that it addresses a major concern of the level of technology that needs to be adapted and areas where restraint is needed. This research paper delves into the evolving landscape of technology in the tourism and hospitality industry, focusing on its profound impact on enhancing customer experiences and the essential need for employee adaptation.
Keywords
tourism; hospitality industry; customer; technology; artificial intelligence; robotics
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