Smart Tourism: Effects on Consumer Experience and Business Competitiveness

Authors

  • Estrella Díaz Law and Social Sciences School University of Castilla-La Mancha
  • Águeda Esteban Juridical and Social Sciences School University of Castilla-La Mancha
  • Luisa Andreu School of Economics University of Valencia

Keywords:

smart tourism, SMEs, consumer behaviour, value creation, competitiveness

Abstract

This study analyses the effects of smart tourism on consumer experience and small and medium-sized enterprises (SMEs). Its main contribution is the integration of the demand and supply perspectives of smart tourism. The demand view considers the impact of smart consumer experience on different aspects of consumers and the moderating effects of gender. The supply view focuses on how the use of smart technologies affects different aspects of tourism SMEs (service cannibalisation, co-creation and value offerings) and the competitiveness of SMEs. The empirical study will be undertaken in the USA and Europe.

Author Biographies

Estrella Díaz, Law and Social Sciences School University of Castilla-La Mancha

Estrella Díaz is an Associate Professor of Marketing at the University of Castilla-La Mancha (Spain) and a Marie Curie Fellow at San Diego State University (USA). Her research focuses on consumer behaviour, distribution and logistics management, new technologies, and tourism marketing.

Águeda Esteban, Juridical and Social Sciences School University of Castilla-La Mancha

Águeda Esteban is Professor of Marketing at the University of Castilla-La Mancha (Spain) and sub-director of Business Administration Department. Her main research concerns the demand behaviour, tourism and digital marketing, service marketing and strategic marketing.

Luisa Andreu, School of Economics University of Valencia

Luisa Andreu is an Associate Professor of Marketing at the University of Valencia and a Visiting Research Fellow at the University of Surrey. Her main research interests are destination marketing, tourist behaviour, service marketing, corporate social responsibility and digital marketing. 

Downloads

Published

2019-12-07

How to Cite

Díaz, E., Esteban, Águeda and Andreu, L. (2019) “Smart Tourism: Effects on Consumer Experience and Business Competitiveness”, e-Review of Tourism Research, 17(2). Available at: https://journals.tdl.org/ertr/index.php/ertr/article/view/510 (Accessed: 3August2021).

Issue

Section

Late Breaking Results