Impact of Smart Tourism Technologies in the Tourist Experience

Quintana, Andrea Ortiz

Publication

Impact of Smart Tourism Technologies in the Tourist Experience

2024-12-09Master thesis

datacite.subject.fos	Ciências Sociais
dc.contributor.advisor	Rafael, Célia Maria da Conceição Salmim
dc.contributor.advisor	Sousa , Ana Elisa Carreta de
dc.contributor.author	Quintana, Andrea Ortiz
dc.date.accessioned	2025-04-04T15:25:39Z
dc.date.available	2025-04-04T15:25:39Z
dc.date.issued	2024-12-09
dc.description.abstract	This dissertation explores the impact of smart tourism technologies on tourists, focusing on the importance of social media, generational usage patterns, and the transformation of the customer journey map. Through a comprehensive analysis, this study reveals how these technologies are reshaping the tourism industry, influencing tourism behaviors, expectations, and experiences. Social media has become an essential tool throughout the travel journey, from inspiration and planning to real-time updates during and post travel. User-generated content and influencing posts significantly influence travel decisions, while businesses leverage social media for marketing, engagement, and feedback, enhancing customer satisfaction and loyalty. This research highlights distinct generational differences when using smart tourism technologies. Generation Z and Millennials are more open to these technologies, as they value personalized, tech-enhanced experiences and seamless connectivity. On the other hand, Generation X and Baby Boomers adopt these technologies selectively, prioritizing convenience and safety. Smart tourism technologies have significantly altered the traditional customer journey map, introducing new dimensions of interactivity and personalization in each stage (prospective phase, active phase, and reflective phase). The synthesis of these themes illustrated the interconnectedness of social media, generational usage patterns, and customer journey in shaping the modern tourist experience. Smart tourism technologies have revolutionized interactions between tourists and destinations, leading to more informed, connected, and satisfying travel experiences. A quantitative investigation will be conducted though a questionnaire answered by 200 people. Through it will be discover that one of the main smart technologies used by the younger generations is social media, where they get inspiration and are able to connect with other travelers, they also use AI and virtual reality tools. On the other hand, the older generations are more drawn to search engines technologies that help them plan the trip by choosing the options that best suit their preferences. The findings of this dissertation underscore the importance of leveraging smart tourism technologies to enhance the service and offer tailored trips to the diverse generational needs. This research provides valuable foundation for future studies and practical applications, guiding stakeholders in maximizing the potential of smart tourism technologies.	eng
dc.identifier.tid	203932323
dc.identifier.uri	http://hdl.handle.net/10400.8/12758
dc.language.iso	eng
dc.rights.uri	N/A
dc.subject	Smart tourism technologies
dc.subject	Social media
dc.subject	Customer journey
dc.subject	Generational differences
dc.subject	Tourist behavior
dc.subject	Travel experience
dc.title	Impact of Smart Tourism Technologies in the Tourist Experience
dc.type	master thesis
dspace.entity.type	Publication
thesis.degree.name	Mestrado em Gestão e Sustentabilidade no Turismo