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Voice-based artificial intelligence (AI) devices transform human-computer bidirectional interactions with new touchpoints. Despite the recent release of purpose-developed in-room voice assistants for hotels, they have not been widely deployed by hospitality companies. There is limited research on the phenomenon of voice-based digital assistants and a research gap in their adoption by hotels for automating workflows and enhancing guests’ experiences. This study analysed the role of voice devices for mediating interactions between hotels and guests from both the hospitality technology providers’ and guests’ perspectives. This was done by the means of inductive qualitative research using 28 semi-structured interviews. The findings revealed that benefits associated with the application of voice-based digital assistants in hospitality outweigh the drawbacks for both hotels and guests. The paper proposes a model which illustrates the essence of speech-based interactions between hotels and guests via voice assistants. This concept contributes to human-computer interactions in the hotel industry.

The Encyclopedia of Tourism Management and Marketing is, quite simply, the definitive reference work in the field. Carefully curated by leading tourism scholar Dimitrios Buhalis, this is the largest tourism management and marketing ontology that has ever been put together and offers a holistic examination of this interdisciplinary field This is a 4-volume set. Volume 1 contains entries A–D, Volume 2 contains entries E–I, Volume 3 contains entries J–R and Volume 4 contains entries S–Z. Page numbers start from 1 in each volume.

Pilot and article datasets.

Experience innovation through co-creation is crucial for the competitiveness of tourism businesses. Exploiting technology for enabling and managing experience within a space of co-creation can significantly increase value for consumers. Although this is becoming well documented in academic literature, a look at the tourism industry, however, often paints a quite different picture, with managers listing a plethora of reasons why academic views lack external validity. This knowledge exchange issue between academia and the industry may stem from academics’ often tenacious egalitarian view on expertise and the industry’s often obsessive cost controlling culture and occasionally outdated understanding of jobs as functions. In this paper, we argue that engaging and developing experience-space experts and technology-for-service experts can enable organizations to take advantage of great opportunities to co-create experience and value for all stakeholders. Building work and educational environments for these experts to develop is crucial for the competitiveness of tourism businesses.

tourismos, Vol. 12 No. 3 (2017)

The purpose of this paper is to develop a framework that describes the characteristics and the underlying drivers of electronic word-of-mouth (eWOM) at destination level. Tweets about a destination were collected while the destination hosted a hallmark event for 5 years(2011-2015). In each year, interactions on Twitter were analysed using macro and meso-level social network analysis to identify the network structure and hubs of eWOM activity. A K means clustering algorithm was then applied to create clusters of nodes with similar characteristics and eWOM content within each cluster was analysed using automated content analysis. The resulting model indicates that destination and event eWOM maintains a macro network structure in which a small number of accounts or hubs influence information sharing. Hub characteristics evolve over time, whereas eWOM content can fluctuate in response to high profile destination activities.

Esta será la segunda vez que Buhalis participe en el congreso TURITEC, pues ya fue conferenciante en la primera edición que tuvo lugar en 1999 En su conferencia inaugural el profesor Buhalis ha tratado de diversos puntos relacionados con sus líneas de investigación, como son los destinos y el turismo inteligente y la adopción de innovaciones para la cración de valor para consumidores y organizaciones. Universidad de Málaga. Campus de Excelencia Internacional Andalucía Tech.

This report describes the development of the Holy Grail Route in Europe examining why tourists might wish to follow such a route and its association with European culture and history.

The notion that tourists actively co‐create value with organisations is increasingly acknowledged in tourism marketing. Yet, not much is known about the processes in play when customers co‐create value with each other. This conceptual paper offers a theoretical basis for the study of customer‐to‐customer co‐creation in tourism contexts, while debating the epistemological assumptions of value‐related research in tourism. Proposed conceptual framework posits that value is socially constructed and embedded in tourists' social practices. Copyright © 2014 John Wiley & Sons, Ltd.

The notion that tourists actively co-create value with organisations is increasingly acknowledged in tourism marketing. Yet, not much is known about the processes in play when customers co-create value with each other. This conceptual paper offers a theoretical basis for the study of customer-to-customer [C2C] co-creation in tourism contexts, while debating the epistemological assumptions of value-related research in tourism. Proposed conceptual framework posits that value is socially constructed and embedded in tourists’ social practices.

The book Tourism management, marketing and development: the importance of networks and ICTs provides an overview of state-of-the-art research related to the implications of ICT in tourism, and on the main evolutions in the management of destinations. The book includes twelve articles from a diverse international group of academics, displayed in two parts, 'ICT and Tourism' and 'Tourism systems and Networks'.; L'ouvrage, Tourism management, marketing and development: the importance of networks and ICTs fait un point sur les implications des TIC dans le tourisme, et sur les principales évolutions dans le management des destinations. L'ouvrage contient douze chapitres, présentés en deux parties, 'ICT and Tourism' et 'Tourism systems and Networks'.

Experiences constitute the essence of the tourism industry. While the literature has recognized the recent impact of technology on experiences, its empirical exploration remains scarce. This study addresses the gap by empirically exploring five leading industry cases to generate a holistic understanding of technology-enhanced tourism experiences. The main contribution of this paper lies in the development of a nine-field experience typology matrix based on the increasing intensity of co-creation and technology implementation. The final contribution of this study is the development of an experience hierarchy and discussing its relevance for experience enhancement in tourism research and practice. © 2013 John Wiley & Sons, Ltd.

This conference communication illustrates the major outcomes emerging from the EIASM Conference on Tourism Management and Tourism Related Issues held in Nice (France), September 20-21, 2012. While a number of managerial issues pertaining to the tourism field were dealt with, this communication covers three specific areas of interest for destination management and marketing: (1) the increasing competition among tourism destinations and the rise and consolidation of BRIC countries as outbound travel markets; (2) the modification of the target markets for established tourism destinations; and (3) the increasing importance of collaboration and especially coopetition not only within a tourism destination but also among destinations.

This research examines the learning experiences of General Managers (GMs) in the hospitality industry, a sector much neglected in terms of research into management learning and human resource development. Our research focused on four large hospitality organizations (two hotels and two contract catering companies) and adopted an approach that integrates multiple data collection strategies in supporting our qualitative case studies. Data were collected by using document analysis plus detailed, qualitative interviews with 21 general managers, of whom seven were subsequently observed at work and observation notes generated. Data analysis revealed that the participants learned to manage the business primarily through experience, a process consisting of four key stages: Being Challenged, Information Searching, Information Transformation, and Testing. Reflective thinking plays a central role in their learning, taking the form of “actions” involving association, integration and validation, and of “products” involving content, process and context reflections. We argue that the way hospitality managers learn, while sharing the learning approaches taken by other professionals, differs in that these managers’ learning is more highly contextualized.

The fast technology and economic growth in China has attracted global attention in its tourism development. This study makes an effort on investigating China-s online tourism market and the Chinese online travelers- perceptions of hotel websites. The findings are expected to better understand Chinese customers- online preference and identified the differences among online travelers from different regions in the country. Empirical findings showed online reservation information is the most important factor to Chinese customers, and tourists from different regions of China have perception difference on user-friendly factor. The findings benefit hoteliers from understanding their websites development and formulating more appropriate online strategies to meet the requirements of Chinese travelers., {"references":["T.S.H. Teo, \"To buy or not to buy online: adopters and non-adopters of\nonline shopping in Singapore,\" Behavior and Information Technology,\nvol. 25, pp.497-509. 2006.","P. O-Connor and A. Frew, \"An evaluation methodology for hotel\nelectronic channels of distribution,\" International Journal of Hospitality\nManagement, vol. 23, pp.179-199. 2004.","G. Cui, and Q. Liu, \"Regional market segments of China: opportunities\nand barriers in a big emerging market,\" Journal Consumer Marketing,\nvol.17, pp.55-72. 2000.","China Tourism Statistics, \"China Tourism,\"\nhttp://www.travelchinaguide.com/tourism/, 2011, accessed on\n16/03/2013.","CNNIC (China Internet Network Information Center), \"Statistical report\non the Internet development,\"\nhttp://www.cnnic.cn/hlwfzyj/hlwxzbg/hlwtjbg/201301/P0201301226003\n99530412.pdf, 2013, accessed on 16/03/2013.","R. Feng, A. M. Morrison, and J. A. Ismail, \"East versus West: A\ncomparison of online destination marketing in China and the USA,\"\nJournal of Vacation Marketing, vol.10, pp.43-56. 2003.","Y. Lu, Z. H. Deng, and B. Wang, \"Analysis and evaluation of tourism\ne-commerce websites in China,\" International Journal of Services\nEconomics and Management, vol. 1, pp.6-22.2007.","Z. Lu, J. Lu, and C. Zhang, \"Website Development and Evaluation in the\nChinese Tourism Industry,\" Networks and Communication Studies, vol.\n16, pp.191-208. 2002.","T. Huang, and R. Law, \"Modeling and comparing Internet marketing: A\nstudy of mainland China based and Hong Kong based hotel websites\n(Published Conference Proceedings style),\" Information &\nCommunication Technologies in Tourism, New York: Springer-Wien,\n2003, pp. 173-182.\n[10] K. Liang, and R. Law, \"A modified functionality performance evaluation\nmodel for evaluating the performance of China based hotel\nwebsites,\"Journal of Academy of Business and Economics, vol.2,\npp.193-208.2003.\n[11] R. Law, D. Ho, and C. Cheung, \"A study of the functionality of hotel\nwebsites in Mainland China and the United States,\" Journal of the\nAcademy of Business and Economics, vol. 3, pp.202-209. 2004.\n[12] L. Li, and D. Buhalis, \"E-Commerce in China: The case of travel,\"\nInternational Journal of Hospitality Management, vol.2, pp.153-166.\n2006.\n[13] J. Rong, G. Li, and R.Law, \"A contrast analysis of online hotel web\nservice purchasers and browsers´╝î\"International Journal of Hospitality\nManagement, vol. 28, pp. 466-478. 2009.\n[14] R. Law, B. Bai, and B. Leung, \"Travel website uses and cultural\ninfluence: A comparison between American and Chinese travelers,\"\nInformation Technology & Tourism, vol. 10, pp. 215-225. 2009.\n[15] W. G.Kim, X. J. Ma and D. J. Kim, \"Determinants of Chinese hotel\ncustomers- e-satisfaction and purchase intentions,\" Tourism\nManagement, vol. 27, pp. 890-900. 2006.\n[16] T. Hu, C. Cheung, and R. Law, \"A study of the availability of\nChina-based travel websites based on the investigation of Haikou\ncitizens,\" Tourism Science, vol. 22, pp. 47-52 (in Chinese). 2008.\n[17] G. Cui, and Q. Liu, \"Regional market segments of China: opportunities\nand barriers in a big emerging market,\" Journal Consumer Marketing, vol.\n17, pp.55-72. 2000.\n[18] S. Qi, R. Law, C. Cheung, and D. Buhalis, \"Motivations for Visiting Hotel\nWebsites: Chinese versus International Consumers,\" Journal of Travel\nand Tourism Research. Fall. 2011.\n[19] T. Au Yeung, and R. Law, \"Evaluation of usability: A study of hotel web\nsites in Hong Kong,\" Journal of Hospitality & Tourism Research, vol. 30,\npp.1-22. 2006.\n[20] M. T. Lu, and W. L.Yeung, \"A framework for effective commercial web\napplication developmen,\" Internet Research: Electronic Networking\nApplications and Policy, vol. 8, pp.166-173. 1998.\n[21] C. Zafiropoulos, and V. Vrana, \"A framework for evaluation of hotel\nwebsites: The case of Greece,\" Information Technology & Tourism, vol.\n8, pp.239-254. 2006.\n[22] J. Wong, and R. Law, (2005). Analysing the intention to purchase on hotel\nwebsites: A study of travelers Hong Kong. International Journal of\nHospitality Management, vol.24, pp.311-329. 2005."]}

Invisible, attentive and adaptive technologies that provide tourists with relevant services and information anytime and anywhere may no longer be a vision from the future. The new display paradigm, stemming from the synergy of new mobile devices, context-awareness and AR, has the potential to enhance tourists’ experiences and make them exceptional. However, effective and usable design is still in its infancy. In this publication we present an overview of current smartphone AR applications outlining tourism-related domain-specific design challenges. This study is part of an ongoing research project aiming at developing a better understanding of the design space for smartphone context-aware AR applications for tourists.

Advances in information and communications technologies (ICTs) have strategic implications for a wide range of industries. \ud \ud Tourism and hospitality have dramatically changed by the ICTs and the Internet and gradually emerge as the leading industry on online expenditure. The Internet revolutionised traditional distribution models, enabled new entries propelled both disintermediation and reintermediation and altered the sources of competitive advantage. This paper explores the strategic implications of ICTs and the perceived advantages and disadvantages of Internet distribution for small and medium-sized hospitality enterprises (SMEs). Primary research in Athens hotels demonstrates the effects of the Internet and ICTs for secondary markets, where there is lower penetration and ICT adoption. Interviews and questionnaires identified a number of strategies in order to optimise distribution. The analysis illustrates the strategic role of ICTs and the Internet for hospitality organisations and Small and Medium-sized organisations in general. Most hotels employ a distribution mix that determines the level and employment of the Internet. The paper demonstrates that only organisations that use ICTs strategically will be able to develop their electronic distribution and achieve competitive advantages in the future.

Embedded in information search theory and based on exploratory research, this paper investigates accessibility tourism information schemes as information communication sources and their potential to fulfill the informational needs of tourists with a disability. Five interrelated need components are identified: richness and reliability of information, appropriate information sources, communication tools and customer-orientation. The results show that the existing schemes studied only partly comply with informational requirements. Major limitations include their high fragmentation and lack of geographical reach, which result in deficiencies in quality, depth and breadth of information, appropriate customer-oriented and communication services using mainstream media. To achieve information satisfaction and fully enable disabled people, it is advocated that a pan-European approach to accessibility is necessary to remove informational barriers that currently restrict travel options of disabled individuals.

This paper identifies a number of key changes in Information Communication Technologies (ICT) that gradually revolutionize the tourism industry. E-tourism and the Internet in particular support the interactivity between tourism enterprises and consumers and as a result they re-engineer the entire process of developing, managing and marketing tourism products and destinations. All stakeholders related to tourism and hospitality, therefore, gradually see their role being changed and new opportunities and challenges emerging. The paper demonstrates that future of e-Tourism will be focused on consumer centric technologies to ensure that the new sophisticated and experienced consumers are served. Therefore, agile strategies are required at both strategic and tactical management levels to develop the ‘infostructure’ for tourism organizations to manage their internal functions, their relationships with partners and their interactions with all stakeholders including consumers. Only those organizations that appreciate the opportunities which ICTs bring and manage their resources successfully will be able to enhance their innovation and competitiveness in the future.

ICTs stimulate radical changes in the operation, distribution and structure of the tourism industry. The proliferation of technology throughout the tourism distribution channels essentially means that both consumers and professionals use the newly available tools in order to retrieve information, identify suitable products and perform reservations. ICTs will increasingly determine the ability of principles to distribute their product efficiently and to communicate interactively with their clientele. ICTs can introduce great benefits to the efficiency, differentiation, cost reduction and response time of tourism organisations. Should tourism principals neglect the significance of ICTs in their distribution function, they will effectively jeopardise their competitiveness and become marginalised., AS TICs provocam mudanças radicais na operacionalização, distribuição e estruturação da indústria do turismo. A proliferação da tecnologia ao longo dos canais de distribuição do turismo basicamente reflecte que, tanto os consumidores como os profissionais do sector, usam as recentes ferramentas disponíveis de modo a obter informação, identificar produtos apropriados e efectuar reservas. As TICs irão gradualmente determinar a capacidade dos diversos agentes intervenientes no sector do turismo em distribuir os seus produtos de forma eficiente e em comunicar interactivamente com os consumidores. As TICs podem beneficiar fortemente a eficiência, a diferenciação, a redução dos custos e dos tempos de resposta nas organizações do sector do turismo. Ao se negligenciar a importância das TICs na fase de distribuição, poder-se-á comprometer a competitividade dos agentes, que correm o risco de serem marginalizados.

International journal of information management 71, 102642 (2023). doi:10.1016/j.ijinfomgt.2023.102642, Published by Elsevier : Pergamon, Kidlington

PurposeBuilding on recent smart hospitality systematic reviews and extensive literature analyses, this paper aims to explore recent developments, themes and issues within smart hospitality. It synthesises existing knowledge, extrapolating forward and contributes to the future development of smart hospitality by serving as a reference to enrich academic/industry discussions and stimulate future research.Design/methodology/approachThe research examined 8 recent review articles on smart hospitality and tourism and extracted 145 articles in peer-reviewed sources from Web of Science focussed on smart hospitality. These publications supported in-depth analysis to explore the body of knowledge and develop foresight for the future of smart hospitality within business ecosystems at tourism destinations. It synthesises knowledge and provides the basis for the development of a comprehensive in-depth research agenda in smart hospitality innovations as well as the formulation of agile hospitality ecosystems.FindingsThis paper illustrates that smart hospitality introduces disruptive innovations that affect the entire hospitality ecosystem. Smart hospitality takes advantage of smart cities and smart tourism towards establishing agile business ecosystems in networked destinations. Having reviewed the existing literature, the study developed a conceptual framework and introduced a comprehensive future research agenda. This includes the drivers of smart hospitality, namely, customer-centricity, personalisation, individualisation and contextualisation; marketing-driven hospitality excellence and metaverse; as well as operation agility, asset strategy, talent management and supplier interoperation. It also identified the foundations that provide the infostructure for smart hospitality, including ambient intelligence, big data, processes and sustainability, providing the capability blocks to co-create value for all stakeholders in the hospitality ecosystem.Originality/valueThis study conceptualises smart hospitality as a disruptive and innovative power that will affect the competitiveness of hospitality and tourism organisations as part of a comprehensive ecosystem. It identifies the key stakeholders and explores how they can take advantage of emerging developments. This paper proposes the drivers and foundation for future research on smart hospitality. The research provides a conceptual synthesis of the literature and the concepts that have been elaborated. The foundations are effectively the infostructure that enables the drivers to add value to different stakeholders. Key issues are identified to stimulate further research on the area to support smart hospitality development and adoption.

Understanding how Artificial Intelligence (AI) impacts organizational functions supports stakeholders to prepare accordingly and profit from these developments. Adopting a grounded theory approach, this study uses three interlinked stages (in-depth interviews, focus groups and a questionnaire-based survey) to explore the impact of AI on the marketing function of hotels. The results identify ten trends related to AI’s contribution to hotel marketing, clustered in four themes. AI reengineers internal processes and procedures by enabling data and content as catalysts of competitiveness; empowering the augmented worker and performing mass personalization and customization. AI also impacts relationships with stakeholders by determining return on investment; improving sustainability; and governing legal aspects and ethics regarding data use. AI supports networks to which the organizations belong by concentrating and integrating organizations and transforming distribution models. AI transforms customer processes and services by engaging smart and predictive customer care and by employing predictive and augmented product and service design. The study illustrates the changes that AI will likely bring to hospitality and tourism marketing, developing a research agenda and raising discussion points for academic and industry practitioners respectively. Refereed/Peer-reviewed

Fieldwork in tourism is defined as the study of tourism-related activities in a particular place or destination. It is often characterized by travel away from a home area for the purpose of research or working in a different environment\ud or location. Fieldwork enhances the learning experience by providing unique insights that are different from those obtained in a classroom.

Management is commonly described as getting things done through other people to achieve organizational objectives. This view of management is generic and lends itself to different interpretations. The job of the manager is therefore viewed in terms of roles or\ud sets of behaviours that are specific to the position within any tourism and hospitality (T&H) organization. ‘Managerial roles’ are defined as the essential functions of the manager’s job. Managerial roles tell us what managers within a T&H organization actually do. They\ud are a useful tool for setting the expectations for\ud the manager, assessing the manager’s overall\ud performance and identifying potential areas for\ud further development.\ud According to Mintzberg, managerial roles are classified into ten functions, which are divided into three key areas: interpersonal roles, informational roles and decisional roles.\ud As illustrated in the figure, these three areas are\ud interconnected. The formal status and authority\ud of the manager are associated with the development of strong interpersonal relationships and related behaviours. To perform their interpersonal roles, managers need to collect and process information. These informational roles are fundamental in making strategic and operational decisions to ensure the sustained growth of the T&H organization.

This entry in the Encyclopaedia of Tourism Management and Marketing, (Buhalis, D., ed.) published by Edward Elgar Publishing, Cheltenham reflects on the challenges and opportunities of tourism and its development in the upper northern hemisphere.

Personology, the knowledge and the study of a person, is a term coined by Henry A. Murray in the 1930s in personality research. It origin­ated as an approach to personality and personality assessment. He emphasized the importance of studying the whole personality in a life historical context. Therefore, it refers to an in-depth, holistic study of the person (Murray, 1981). It also means analysing how the past, present and future influence their personality. This is a more descriptive, interpretative attempt to understanding lives, rather than an experimental, quantitative examination favoured in behaviourism or trait approaches. Knowledge about a person’s whole life provides details about the internal factors that impact on their behaviour, including their actions, thoughts and social activities.

Today, over half of the world’s population lives in cities and the United Nations has forecast this to increase to two thirds by 2050. Yet, despite the key role that global tourism cities play in urban tourism, relatively little research exists on the challenges they are increasingly facing. This entry explores the concept of the tourism city. It also draws from the latest research to provide insights into critical developments affecting tourism cities today, challenges ahead and future research in this rapidly growing field.

Students (of tourism) are typically found in universities studying courses in higher education and also in colleges offering specialized courses from pre-university level, to university (graduate) and post-graduate provision.