No abstract

Purpose Information communication technologies (ICTs) of destination are not a mere mechanism of technical interaction; they are, above all, new mixed realities that integrate physical and digital resources. Using the utility of technology indicator, the purpose of this paper is to evaluate a new experiential model. Design/methodology/approach A survey of 377 tourists that stayed at hotels was conducted. It dealt with three different issues: the value of digital technologies when creating experiences, the different appeal of the digital device applications, and the measurement of the level of satisfaction with the destination, stay and expenditure. Findings ICTs are the main tool for building the value of the tourist experience and technological utilities increase the competitiveness of the destination. Furthermore, two types of ICT utility were identified: individual and social experience. Research limitations/implications These include the problems of a sampling procedure, operating with a database of tourists’ opinions, and also the specificities of each destination in particular. Practical implications Smart tourism destination should be considered a part of the tourist service. They are not merely information feedback but facilitate the generation of experiences built on the new digital realities. Social implications The Phygital phenomenon represents a radical change in the personal and social behaviour of tourists, incorporating technological matters as a direct component in their decisions and actions. Originality/value Phygital experience is a radical change for co-creation in tourism. Tourists are not demanding improvements but rather a new experiential model.

Purpose Smart tourism (ST) needs the development of smart business. The purpose of this study is to evaluate the future of the smart component of tourism companies, what their perspectives are and what factors can help to accelerate it. Design/methodology/approach A survey of 133 managers of tourist companies is the basis of the empirical information. The study was a personal survey carried out during FITUR 2019 International Tourism Fair of Madrid. The main element of the study is the future development of Information and Communication Technologies (ICTs) and smart tourism (ST) in business. Findings The results indicate that there is little development at present of the smart business eco-system and that development will continue to be slow in the future. Moreover, this is not a critical issue in the agendas of companies. It was found that tourists pressure tourism through the extensive use of their smartphones, but only at the level of tourism resources. Furthermore, it will be the consolidation of the smart tourism destination that marks the medium and long-term design of smart business. Research limitations/implications The limitations concern the problems of a sampling procedure. Firstly, it operates with a database of managers’ opinions; secondly, there are specificities of each company in particular. Practical implications The design of the smart tourism destination must incorporate the integration of tourism companies, both with a useful vision of ICTs towards the creation of experiences. Originality/value Research on smart business tourism is very scarce compared to smart destination and smart tourists. Also, the data are supported by managers of important tourism companies, as their companies are present at FITUR.

No abstract

Purpose This paper aims to analyze the antecedents of two variables concerning the presence of quality certifications in hotel chains: the (ex ante) decision to become a member of the quality system and the (ex post) trend to increase or decrease the number of certified properties. Six hypotheses are posed and tested. Design/methodology/approach The empirical investigation is carried out on the Spanish Q for Quality in Tourism using a database including 295 hotel chains and 2,727 hotels. Findings The results evidence the presence of differences in the behavior of hotel chains relative to certification depending on their size, market segment, customer origin and the geographical concentration of their establishments. Originality/value This research deepens in how the hotel chain characteristics affect the effectiveness of a quality certification. The consideration of two stages in investment decisions allows the authors to identify differences in the ex ante and ex post decision processes. As a result, one factor (geographical concentration) has been detected as being underrated by managers in the first stage.