Book Part Writing Smart Tourism

Department of Tourism &Hospitality Management
Book Part writing

Smart Tourism
Submitted To:
Tanvir Ahmed
Lecturer
Department of Tourism and Hospitality Management
Noakhali Science & Technology University
Submitted By:
Skywalkers Group
SL. Member’s Name ID Topic Page
01 Sanjid Islam ASH1921004M 3.1, 3.2, 3.3, 3.4 49 to 56,62

& 3.9
02 Mikat Hossain ASH1921005M 1.10, 1.11 & 21 to 26
1.12
03 Sahanaj Afroj Sathi BFH1921014F 1.6, 1.7, 1.8 & 19 to 20
1.9
04 Joy Chakraborty ASH1921015M 3.5, 3,6, 3.7 & 57 to 61
3.8
05 Anubhuti Chakma BFH1921020F 2.3 44 to 48
06 Abdullah Al Nabil ASH1921029M 2.1 & 2.2 31 to 43
07 Fatematuj Johura BFH1921037F 1.1, 1.2, 1.3, 5 to 18,27
Lavoni 1.4 & 1.5
Date of Submission: 05 November, 2023

Table of Contents
Chapter One: Smart Tourism And Smart Tourism Destination
Learning Objectives: .................................................................................................................. 5

1.1 Introduction:......................................................................................................................... 6
1.2 What is Smart Tourism? Why does it matter? ..................................................................... 6
Why does Smart Tourism matter? .......................................................................................... 7
1.3 The Concept & Components of Smart Tourism. ................................................................. 9
1.4 Five A's of Tourism and Smart Tourism. .......................................................................... 15
1.5 Values ................................................................................................................................ 17
Co-creation of value, Smart technology and Smart tourism ................................................ 17
1.6 The Relationship between AI and Tourism ....................................................................... 19
1.7 Technology Acceptance: Smart tourism ............................................................................ 19
1.8 Smart. Tourism destination ................................................................................................ 20
1.9 Smart cities to Smart tourism destination .......................................................................... 20
1.10 Challenges & Benefits of Smart Tourism. ....................................................................... 21
1.10.1 Challenges of Smart Tourism .................................................................................... 21
1.10.2 Benefits of Smart Tourism ........................................................................................ 22
1.11 Sustainability of Tourism................................................................................................. 24
1.12 Smart Tourism & Tourist Satisfaction ............................................................................. 25
- Summary ............................................................................................................................ 27
- Keywords ........................................................................................................................... 27
-References ........................................................................................................................... 28
Chapter 02: Smart Tourism Development And Application
2.1. Introduction ....................................................................................................................... 31

2.1.1 Definition and importance of smart tourism development and application ................ 31
2.1.2 Brief overview of the current state of smart tourism .................................................. 31
2.2 Components of Smart Tourism Development ................................................................... 32
1. Digital Connectivity and Infrastructure: .......................................................................... 32
The Skywalkers Group 2|Page

2. Mobile Applications and Platforms: ................................................................................ 33
3. IoT (Internet of Things) Integration: ................................................................................ 34
4. Data Analytics and Insights: ............................................................................................ 34
5. Augmented Reality (AR) and Virtual Reality (VR): ....................................................... 35
6. Smart Attractions and Landmarks: ................................................................................... 37
7. Digital Payment & Transaction: ....................................................................................... 39
8. Data Security and Privacy: ............................................................................................... 40
9. Collaboration and Partnerships: ....................................................................................... 41
2.3 Sustainability and Responsible tourism practice ............................................................... 44
2.3.1 Sustainable Tourism .................................................................................................... 44
2.3.2 Sustainability and Responsible Tourism Practices...................................................... 46
Chapter 03: Smart Cities: Smart Tourism For The Future
Chapter objectives ................................................................................................................ 49

3.1 Understanding Smart Tourism and Smart Cities ............................................................... 49
Six key smart city objectives – and one major ..................................................................... 52
3.2 Evaluation of Smart City Tourism ..................................................................................... 53
3.3 Dimensions of Smart Tourism ........................................................................................... 54
3.4 World Smart Tourism Cities .............................................................................................. 55
3.5 Smart Cities and tourism: What future they bring ............................................................. 57
3.6 Innovative Technologies for Smart tourism Destinations ................................................. 57
3.7 Smart Island & Virtual Technology effect in Smart Tourism ........................................... 60
3.8 Enhancing Mobility in Smart Cities for Tourists............................................................... 60
3.9 Conclusion ......................................................................................................................... 62
References ............................................................................................................................... 63

List of Figure
Figure 1: Component and layers of smart tourism............................................................. 12

Figure 2: Component of smart tourism (Lee et al., 2020) ....................................................... 13
Figure 3: Smart City components ............................................................................................ 51
Figure 4: Six key smart city objectives to make cities more livable ....................................... 53
Figure 5. Dimensions of Smart city Source: (Giffinger, et al., 2007) ...................................... 54
List of Table
Table 1 Differences Between E-tourism and Smart TourismSource: (Gretzel, Sigala, Xiang, &
Koo, 2015) ............................................................................................................................... 51
Table 2 Factors of a Smart City............................................................................................... 52

Chapter One: Smart Tourism and Smart Tourism Destination
CHAPTER ONE: SMART TOURISM AND SMART TOURISM DESTINATION
Learning Objectives:
➢ To understand the concept of smart tourism and its implications for the travel and
hospitality industry.
➢ To examine the components and characteristics of smart tourism destinations.
➢ To understand the relationship between smart tourism of AI and Technology.
➢ To know about Smart Tourism Destination.
➢ To analyze the benefits and challenges associated with implementing smart tourism
initiatives.
➢ To assess the economic, social, and environmental sustainability of smart tourism
destinations.

1.1 Introduction:
As a result of technologies that rely on sensors, big data, open data, new forms of connectivity
and information exchange (such as the Internet of Things, RFID, and NFC), as well as the
capacity for inference and reasoning, the term "smart" has emerged as a new catchphrase to
describe technological, economic, and social developments. Höjer and Wangel (2015) contend
that smartness is defined by the connectivity, synchronization, and deliberate usage of several
technologies rather than individual technological advancements. Harrison et al. (2010)
conceptualize smart as exploiting operational, near-real-time real-world data, integrating and
sharing data, and using complex analytics, modeling, optimization, and visualization to make
better operational decisions. The term has been added to cities (smart cities) to describe efforts
aimed at using technologies innovatively to achieve resource optimization, effective and fair
governance, sustainability, and quality of life. In connection with physical infrastructure (e.g.,
smart home, smart factory), the focus is on blurring the lines between the physical and the
digital and on fostering technology integration. Added to technologies (smartphones, smart
cards, smart TVs, etc.), it describes multi-functionality and high levels of connectivity. In the
context of markets/economies (smart economy), it refers to technologies supporting new forms
of collaboration and value creation that lead to innovation, entrepreneurship, and
competitiveness. In the context of tourism, smart is used to describe a complex amalgam of all
of the above. There is incredible institutional support and, in some instances, even pressure to
realize smart tourism. Especially in Asia, there have been concerted efforts to drive the smart
tourism agenda forward. Governments in China and South Korea are heavily funding initiatives
mostly focused on building the technological infrastructure that supports smart tourism
(Hwang et al. 2015).
1.2 What is Smart Tourism? Why does it matter?

Smart tourism is the dynamic integration of smart technologies and human experiences. It is
closely tied to the development of smart cities and goes hand in hand with technological
breakthroughs like artificial intelligence, the Internet of Things, big data, or 5G.
According to the European Union, Smart tourism is the practice of a destination that facilitates
the use of ICT-based technology to access tourist and hospitality-related goods, services,
locations, and experiences. By putting money into and developing these resources, a city can
become more intelligent and attract more tourists. This has effects on businesses as well as
individuals who benefit from enhanced infrastructure and service provision.

According to UNWTO, “A social, cultural and economic phenomenon which entails the
movement of people to countries or places outside their usual environment for personal or
business/professional purposes”.
The travel, tourism, and city marketing sectors have widely embraced the phrase "smart
tourism," which is more recent. The European Capital of Smart Tourism Initiative has the
greatest summary of it:
“A destination is facilitating access to tourism and hospitality products, services, spaces, and
experiences through ICT-based tools. It is a healthy social and cultural environment, which can
be found through a focus on the city’s social and human capital. It also implements innovative,
intelligent solutions and fosters the development of entrepreneurial businesses and their
interconnectedness.”
The goal of smart tourism is to improve the efficiency of resource management, maximize
competitiveness, and enhance sustainability through the use of innovative technologies. As a
result, an increasing number of locations are modernizing their business practices, from
payment options to different engaging activities.
Why does Smart Tourism matter?

Smart tourism plays a crucial role in the development of smart cities, as its initiatives to attract
tourists can cause a significant increase in people and vehicles. This affects traffic, in its
congestion or in the difficulty of finding parking. This is why tourism and cities must work
hand in hand to remedy these problems and provide a better experience for tourists and
residents.
Besides, Economic, environmental, and sociocultural benefits are supposed to come from smart
tourism. The financial advantages of smart tourism stem from an investment in a destination's
infrastructure. This injection helps increase the competitiveness of that region through the use
of digital technologies. The environmental component is directly related to sustainability
because smart tourist locations typically have infrastructure that enables self-sufficiency (e.g.
green areas, improved water and air quality, and sustainable mobility). The sociocultural
component, which is the last, relates to the indirect hedonic value produced by innovative
tourist strategies. People want to participate in and help shape their community; offering them
the chance to do so will improve their quality of life and lower the likelihood of resource waste.

Smart Cities and Tourism
In "smart cities," services and networks are improved for the benefit of residents and companies
by using various electronic techniques and digital solutions. The obtained data and big data are
then employed to manage resources, services, and assets effectively to enhance operations
throughout the city. Smarts are about networks of interconnected things working together to
increase the ecosystem's overall competitiveness. The smart cities of tomorrow engage locals,
visitors, governments, and businesses in an intelligent, collaborative, and connected ecosystem.
Smart tourism integrates the entire tourism ecosystem and supports value creation for all
stakeholders.
The Smart Cities growth is having an impact on many industries, including tourism, which is
progressively moving toward a smart destination model. Smart tourism development is
inextricably linked to the expansion of Smart Cities. These cities seek to improve the quality
of life for their residents while also generating more sustainable environments. As a result,
smart tourism follows these endeavors by providing richer and more environmentally
responsible experiences.
Tourism and Artificial Intelligence can be a game-changing combination!
The tourism industry has numerous applications for artificial intelligence, benefiting both
consumers and businesses. For the former, AI improves mobility, supports decision-making,
and elevates the trip experience. It also facilitates their rapid discovery of pertinent information.
Artificial intelligence has several applications in the tourist sector for both businesses and
customers. First off, it improves customers' travel experience, increases their mobility, and
helps with decision-making. Additionally, it makes it possible for consumers to find the most
relevant information faster. AI helps businesses manage resources, boosting productivity and
sustainability. Some of the common examples are:
• Translation applications:
One of the fundamental aspects of tourism is the opportunity to interact with people
from different cultures and languages. However, it can also be a major hurdle for
travelers when it comes to deciding where to go and avoiding uncomfortable situations.
Fortunately, with the help of machine translation, users can easily explore and partake
in a wide range of activities in each location.
• Conversational platforms, such as voice assistants and chatbots:

Utilizing speech recognition and natural language processing (NLP) technology can be
extremely beneficial. These systems offer a more personalized, human-like experience
that users can access at any time. Chatbots are an excellent example of this, as they help
businesses save time that would otherwise be spent on mundane tasks. This allows
personnel to focus on more crucial activities, ultimately improving overall efficiency.
• Systems for personalization and recommendation:
Artificial Intelligence empowers users to quickly and effectively find the most fitting
options by eliminating irrelevant possibilities and delivering customized suggestions
for each circumstance. Companies can leverage the valuable information at their
disposal to build precise customer profiles and provide personalized experiences for
each client.
• Making use of contextual and historical data:
It is possible to make better decisions about the future with the help of forecasting
technologies. For the tourism industry, it is crucial to know the visitor demand for
different periods and regions. This knowledge is useful for creating effective marketing
plans, managing finances, making staffing decisions, preventing fraud, and managing
facilities.
Smart tourism improves the overall experience of travelers, promotes sustainable tourism
practices, stimulates economic growth, and leads to better destination management. It plays an
important role in transforming the tourism industry into a smart tourism industry. The relevance
of smart tourism will only grow in the future due to the travel and tourist industry's
technological advancements.
1.3 The Concept & Components of Smart Tourism.

The term "smart tourism" refers to the fusion of ICT and travel and describes how technology
is transforming the travel industry. It represents a shift in tourism when integrated efforts are
made at a destination to gather and analyze data from many sources while also utilizing cutting-
edge information technologies to improve the quality, effectiveness, and sustainability of travel
experiences (Gretzel U. , Sigala, Xiang, & Koo, 2015). In this regard, smart tourism is a social
phenomenon arising from the incorporation of ICT into the tourism experience. Moreover,
smart technology has been significantly changing the way visitors make diverse travel
decisions, such as those about transportation, accommodation, and activities available at a

desired tourism destination. Smart tourism identifies three travel phases: pre-travel, travel, and
post-travel wherein tourists’ expectations and behavior may change.
During the pre-travel (planning) phase, tourists decide where to go, how to get there, and where
to stay. During the travel (onsite) phase, tourists decide where and what to eat or what activities
to engage in. During the post-travel (evaluation) phase, tourists express varying degrees of
satisfaction which they share in travel reviews. Further advanced smart devices enable tourists
to obtain real-time travel-related information and enhance visitors’ ability to acquire
information. Accordingly, tourists take more initiative in creating customized travel
experiences. The smart experience refers to technology-mediated tourism experiences and their
enrichment via personalization, uniqueness, and real-time monitoring. The smart experience
refers to technology-mediated tourism experiences and their enrichment via personalization,
uniqueness, and real-time monitoring the overall experience has progressed from e-tourism
(managing data) to smart tourism (maximizing interest).
Wang, Xiang, and Fesenmaier noted that travelers were becoming more creative with the use
of gadgets like cameras and had greater freedom to choose more individualized travel
experiences (2012). A comparative analysis of the features of traditional and smart tourism-
integrated tourist information services was carried out by Li, Hu, Huang, and Duan against the
Chinese market (2017). They discovered that smart tourism information services have a big
impact on businesses, travel destinations, and travelers themselves. From the standpoint of the
hotel sector, ICT is used in operations to boost output, save costs, and enhance service quality.
It also results in more sustainable profits and higher levels of visitor satisfaction. . They
discovered that smart tourism information services have a big impact on businesses, travel
destinations, and travelers themselves. From the standpoint of the hotel sector, ICT is used in
operations to boost output, save costs, and enhance service quality. It also results in more
sustainable profits and higher levels of visitor satisfaction. ICT applications are vital for hotels
to operate their strategies effectively, according to Abdul, Bakhtiar, Syaquif, Kamaruddin, and
Ahmad (2012). As a result, the departments in charge of reservations, room management,
accounting, and telecommunication use ICTs to reduce workloads. Conversely, some research
clarifies the viewpoint of patrons utilizing applications linked to hotel services. It looks at how
consumers use mobile apps developed by hospitality companies to book hotels. The results
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showed that the applications needed minimal usage fees, an easy-to-use layout, high
information quality, and strong system quality.
Gretzel, Sigala, Xiang, and Koo (2015) proposed three components of smart tourism:
• Smart Destination
• Smart Experience
• Smart Business.
Smart Destination: In addition to offering their citizens access to resources, mobility, and a
sustainable standard of living, smart cities (also known as smart destinations) also promote
tourism by creating integrated smart environments that improve the visitor experience (smart
experience). Smart Destinations are unique examples of smart cities. They use smart city ideas
to urban or rural locations and work to improve mobility, resource availability and allocation,
sustainability, and quality of life/visits while also taking into account tourists. Lopez de Avila
( 2015)defines the smart tourism destination as: “an innovative tourist destination, built on an
infrastructure of state-of-the-art technology guaranteeing the sustainable development of
tourist areas, accessible to everyone, which facilitates the visitor’s interaction with and
integration into his or her surroundings, increases the quality of the experience at the
destination and improves residents’ quality of life.”
The incorporation of ICTs into physical infrastructure is a crucial component of smart

destinations. For example, interactive bus shelters in Barcelona provide tourists with tourist
information, bus arrival timings, and USB connections for charging personal gadgets.
Smart business: Smart business refers to the complex business ecosystem of dynamically
interconnected stakeholders and the exchange and co-creation of touristic resources. The term
"smart business" describes the intricate network of businesses that develops and facilitates the
sharing of tourism-related resources and the collaborative production of the traveler
experience. According to Buhalis and Amaranggana (2014 ) the organizational agility,
digitalization of essential business operations, and dynamically interconnected stakeholders
characterize the commercial aspect of smart tourism. The exceptional degree of public-private
collaboration that is a feature of this smart business component stems from governments
becoming more transparent and technology-focused in their role as infrastructure and data

suppliers. Furthermore, smart tourism acknowledges that customers can monitor, produce, and
provide value in addition to taking on business or governance tasks.
The smart experience: The smart experience component concentrates on improving

technology-mediated tourism experiences through context awareness, customization, and real-
time monitoring (Buhalis, D., & Amaranggana, A., 2015). According to Neuhofer et al. (2015),
the main forces behind these kinds of smart tourism experiences are information aggregation,
ubiquitous connectivity, and real-time synchronization. The experience of smart tourism is
meaningful and effective. Visitors actively contribute to its creation. They produce, annotate,
and otherwise improve the data that forms the experience's foundation in addition to consuming
it. Using their cellphones, the digital selves (also known as data bodies) and savvy travelers
access virtual or on-site information infrastructures to enhance their travels.
Importantly, smart tourism spans three layers across these three components: a smart
information layer that aims at collecting data; a smart exchange layer that supports
interconnectivity; and, a smart processing layer that is responsible for the analysis,
visualization, integration and intelligent use of data (Tu, Q. & Liu, A, 2014)
Figure 1: Component and layers of smart tourism
Figure 1 illustrates these three components based on another three layers of data-related factors:
a smart information layer that indicates data collection; a smart exchange layer that aids
interconnectivity and a smart processing layer related to the analysis, visualization, integration
and intelligent use of data.
Smart tourism, also known as intelligent or digital tourism, is a contemporary approach to the
tourism industry that leverages technology and data to enhance the overall travel experience
for tourists and optimize destination management for governments and businesses. The goal of

smart tourism is to provide more personalized, efficient, and sustainable experiences for
travelers while also benefiting the local communities and ecosystems
As previously said, travelers participating in smart tourism not only utilize data from their
travel experiences, but also facilitate the generation and visualization of data. There are
multiple methods for identifying potential data for smart tourism. Smart cities have six primary
components that are relevant to tourism: smart mobility, smart government, smart economy,
smart people, smart living and smart environment. There are also the six As of tourism-
attractions, accessibility, amenities, available packages, activities, and ancillary services-which
are the attributes that eventually generate profit and benefits for the destination by offering
valuable experiences to tourists . Figure 2 also summarizes the essential components of smart
tourism: transportation, accommodation, gastronomy, attraction and ancillary service.The
foundation of a smart tourist experience is a tangible smart business ecosystem at a location
that functions via stakeholder data exchange. This improved model adds new variables, such
"gastronomy," and removes some previously specified possible data components, like
"availability package," to reflect the more complex and personalized smart travel experience.
Through unique culinary and beverage experiences, gastronomic tourism is having a growing
impact on travelers' motivations and behaviors.
Here are the key components of smart tourism:
The essential components of smart tourism are explained below:

Figure 2: Component of smart tourism (Lee et al., 2020)

1. Accommodation:
When it comes to accommodations, smart tourism entails the use of websites and mobile
applications to reserve hotels, rental homes, and other types of lodging. Based on a
traveler's tastes and past selections, these systems frequently provide customized
recommendations. Smart accommodation may also incorporate keyless entry systems, IoT
devices for room customization, and energy-saving features for sustainable stays.
2. Attractions:
Advanced technologies such as augmented reality, virtual reality, and interactive maps are
being utilized in the tourism industry to enrich the exploration of tourist destinations. With
the use of their smartphones, visitors can access comprehensive information about
historical landmarks, cultural heritage sites, and other attractions. The integration of
augmented reality in mobile apps provides an immersive experience by blending digital
data with the physical landscape.
3. Ancillary Services:
Ancillary services are an essential part of the integrated travel experience, providing
additional services such as currency exchange, travel insurance, language assistance,
medical care, and more. Smart tourism has revolutionized the way these services are
delivered by integrating them into digital platforms, making them easily accessible to
tourists through apps and websites.
4. Gastronomy:
Smart tourism empowers people to make the most out of their dining experience by offering
online resources for finding, reserving, and navigating restaurants. With the help of apps
that suggest nearby restaurants based on culinary preferences, dietary restrictions, and user
reviews, people can discover new and exciting dining destinations. Additionally, by
leveraging emerging technologies like augmented reality (AR), interactive menus and
virtual dining experiences can be offered, providing an immersive and engaging experience
for users.
5. Transportation:
Smart tourism expertly integrates modern technology to make traveler mobility effortless. This
includes providing real-time travel information, leveraging smartphone apps for seamless

booking of flights, trains, buses, and ride-sharing services, and utilizing advanced navigation
tools that expertly direct users to the shortest routes, help them avoid traffic congestion, and
facilitate the use of a variety of transportation options.
The growth of smart tourism can be attributed to several factors, including the widespread use
of mobile devices and smartphones, the development of the Internet of Things (IoT), the
availability of big data analytics, and the emphasis on resource efficiency and sustainability.
Smart tourism makes use of real-time data to enable destination administrators to manage
crowds and allocate resources more effectively, while also enhancing the passenger experience.
The aim of smart tourism is to provide customers with a seamless, personalized, and sustainable
travel experience by integrating technology into all aspects of the travel industry, encompassing
lodging, transportation, restaurants, attractions, and supplementary services.
1.4 Five A's of Tourism and Smart Tourism.

The term "smart tourism" was coined by the European Union's Smart Tourism Directive, which
aims to "promote smart tourism in the EU, network and reinforce destinations, and encourage
the exchange of best practices." We must first evaluate tourism as a concept before diving
further into smart tourism. The "Five A's of tourism" are an often-used breakdown of the
industry (Accessibility, Accommodation, Amenities, Attractions, and Activities).
• Accessibility: This is directly related to a city's accessibility, both physically and

online. Smart tourist locations can therefore foster some degree of equity among the
local population. This design will primarily target tourist information centers. Is the
tourist information center easily accessible and identifiable? Does it encourage
customer involvement in service delivery and use some sort of feedback system?
• Accommodation: Has the ideal atmosphere for tourists been developed to allow for a
higher capacity for activities? The majority of these activities, according to Visit
Britain, will be reserved before travelers arrive, underscoring the importance of an
efficient infrastructure to assist tourists.
• Amenities: This is the "cherry on top," and it includes all the extra amenities a tourist
destination offers. The emphasis will be on visitor and tourist information centers.
• Attractions: According to Phocuswright, one-third of people value travel as a pastime

and would have the discretionary funds available to spend on it. Only destinations that
stand out and are worthwhile of trip will attract tourists.

• Activities: Most significantly, your guests will require entertainment. If you don't have
enough natural resources to support a variety of activities, you should turn to artificial
resources. However, make sure to collect feedback from your visitors before you take
any action!
We can see the potential for citizen and participatory technology to further improve the overall
tourist experience in a region by interpreting the five A's of tourism within the context of smart
tourism:
Attraction: Using a variety of technical tools, attractions can be improved in the framework
of smart tourism. Applications like augmented reality (AR) and virtual reality (VR) can give
travelers immersive experiences before they even reach their destination. Exploration may be
made more interesting by providing thorough information on attractions using interactive
maps, audio guides, and mobile apps.
Accommodation: Smart tourism could bring about a transformation in the hotel business.
Smart room controls that allow guests to adjust the lighting, temperature, and entertainment
systems from their phones may be offered by hotels. Booking systems can utilize AI to generate
personalized hotel suggestions based on past user behavior and preferences.
Accessibility: Utilizing technology, smart tourism may significantly increase accessibility.

Travelers can use real-time navigation apps to find the best routes to their destinations by
considering traffic, and schedules for public transportation, and even offering alternate routes.
Tourists may also find it simpler to get around thanks to smart transportation solutions like
self-driving shuttles or electric scooters.
Activities: Technology has the potential to broaden the scope of activities available to tourists.
Smart tourism might offer guided tours incorporating historical and cultural information while
visitors explore using mobile apps. Additionally, wearable technology that tracks health
parameters and offers safety information might enhance adventure activities.
Amenities: Digital solutions can help Smart Tourism offer better amenities. Travelers can find
nearby eateries, stores, and services, as well as real-time evaluations and suggestions , with the
use of destination applications. Smart touchpoints or kiosks can offer details on amenities in
public areas.
A seamless and improved experience for visitors may be created by places by incorporating
the Five A's of Tourism into the context of Smart Tourism. It is imperative to ensure that

privacy and security concerns are considered when putting smart tourism solutions into
practice. Better decision-making, more tailored service, and efficient management of tourism-
related operations can be achieved by leveraging technology, data, and connections.
1.5 Values
Smart technologies disrupt the industry structure and lead to a variety of service improvements,
having previously unheard-of effects on both the macro and micro social levels (Lee et al.,
2021). These tools are distinguished by real-time synchronization, ubiquitous mobile
connectivity, and information aggregation (Koo et al., 2021). Additionally, these technologies
can help travel destinations and service providers create dynamic, personalized, and interactive
tourist experiences (Bethune et al., 2022). The travel, tourism, and hospitality industries have
become more interested in incorporating smart technologies in recent years (Lee, 2022). But
not all businesses have effectively incorporated these technology, since many of the services
offered call for complex responses to client requests (Hsu and Tseng, 2022)
Co-creation of value, Smart technology and Smart tourism

Over the last ten years, there has been an increase in study on co-creation of value as a strategy
for adding value for both customers and companies (Song et al., 2022). This phrase implies
that the interaction should be beneficial to all parties involved (Sthapit and Björk, 2020).
According to Vargo and Lusch (2008), co-creation of value is defined as the integration of
resources among the supplier and the client. Value co-creation research has not been fully
established in the tourist industry, although it does include more qualitative and theoretical
investigations. Research in both theory and practice supports the significance of value co-
creation in the travel industry (Giuseppe et al., 2022; Buzova et al., 2022). Value co-creation
has been examined by researchers from a variety of angles and viewpoints, such as how co-
creation affects consumer behavior and experience (Zhang et al., 2018), elements influencing
how customers and businesses collaborate to produce value, how customers participate in value
co-creation, or how value co-creation is analyzed from the supplier's point of view (Lee et al.,
2017). Studies have examined the co-creation of value from various disciplines (Font et al.,
2021). In particular, service-dominant reasoning contends that clients contribute to the
production of a service by influencing the value offer with their expertise and experience
(Lusch and Vargo, 2014). Service-dominant logic offers a global mentality for businesses by
creating a vision of ecosystems in the service context, giving them a broad umbrella to conceive
the evolving processes of value cocreation in the era of services (Cano et al., 2020). Service

ecosystems are described by Vargo and Lusch (2011) as comparatively independent, self-
adjusting networks of actors that integrate resources, are linked by a common institutional
logic, and create value for each other through the exchange of services. In order to investigate
the ecosystems of smart services that result from fusing the IT approach with the service system
and the social approach to the ecosystem, Polese et al. (2018) suggest a circular approach. The
result of this unification is a thorough framework that identifies the key factors that
practitioners need to consider while managing value co-creation. The distinct qualities of smart
technologies have significantly increased the co-creation prospects in the tourism industry as
well as the experiences between the entities and individuals engaged in the service encounter
(Casais et al., 2020). Thus, the concept of a smart tourism system emerged in the field of
tourism.
The term "smart tourist service" (STS) refers to a category of services that are derived from
"smart system" projects, with particular applications targeted at the travel industry or travel
destinations (Xiang et al., 2021). An STS system's objective is to combine accuracy and
convenience with an intuitive interface in the context of evolving technology. Therefore, a
software platform that enables travelers to combine service offerings in a single smart
environment and provides an enhanced user experience due to travel information on routes and
their status is referred to as an STS platform (e.g., smart travel mobile APPs or websites (Choe
and Fesenmaier, 2017). Travelers now find it simpler to plan their journeys thanks to the
platform's decision assistance features, and practitioners may expand it to handle other rental
and booking services that are pertinent to the travel industry. Put differently, this kind of
platform integrates administration with services targeted towards tourists, highlighting the
significance of informing visitors via technology (Li et al., 2017). A smart system highlights
the contributions made by several sectors, including attractions, transportation, lodging, and
shopping, to connect a number of online reservations and preferred services in a place. A smart
system highlights the contributions made by several sectors, including attractions,
transportation, lodging, and shopping, to connect a number of online reservations and preferred
services in a place.

1.6 The Relationship between AI and Tourism

A smart tourism destination is one that is built on a foundation of cutting-edge technology, and
accessible to all. It makes it easier for visitors to interact with and integrate into their
surroundings, improves the quality of their experience at the destination, and enhances the
quality of life for locals. Smart tourism involves many different "smart" elements and layers,
such as (Hsu, C. C., 2018) "smart destinations," which are unique examples of how smart cities
integrate ICTs into their physical infrastructure, and (Buhalis, D., & Leung, R, 2020) "smart
experiences," which focus on the technology-mediated travel experience and how it engages
users through personalization, context awareness, and real-time monitoring. (Xiang, Z., Du,
Q., Ma, Y., & Fan, W., 2017) The complex business environment that fosters the flow of
touristic resources and the co-creation of tourism is referred to as "smart business." (Hsu, C.
C., 2018) Besides AI is changing the tourism industry by providing creative ideas and
increasing overall effectiveness. Tourism and artificial intelligence are increasingly important
to each other. Personalized recommendations are made possible by AI technologies that are
being integrated into numerous facets of the travel and tourism sectors. For instance, AI-driven
chatbots help tourists plan their. vacations and find answers to their questions .Additionally,
AI-driven data analytics assist companies in better comprehending the tastes and behaviors of
tourists, which results in better services and marketing plans .AI can also help with language
translation, which will facilitate communication for visitors from other nations (D'Antrassi, P.,
Shah, V., Verma, P., & Shah, P, 2019)
1.7 Technology Acceptance: Smart tourism

More quickly than ever before, technology is evolving. In order to increase their clientele and
revenue, it is crucial for hotels and the hospitality sector to combine the most recent
technological advancements. The experience of using virtual technology while traveling is
more appealing to today's vacationers. Tourists require access to easy-to-find online lodging
information wherever they travel. Tourists would be interested in a hotel with virtual graphics
on their website or other booking applications. The majority of travelers, it was discovered,
also choose to view a virtual hotel tour before making a reservation. With the aid of a virtual
hotel tour, visitors may fully immerse themselves in the hotel amenities and assess the
property's condition, in contrast to earlier images and digital imaging. In order to improve
tourists' intentions to travel to and stay at hotels, this study attempts to demonstrate customer
approval of the performance of virtual reality technology in the hospitality sector. Purposive
sampling approaches will be used to gather primary data for this study from surveys that were

distributed. Structure equation modeling analytic methods will be used to examine this study.
(Arif Zulkarnain, 2022)
1.8 Smart. Tourism destination

The term "smart tourism destination" describes the integration and promotion of the tourism
type used in places with extensive use of technology with the goals of enhancing the visitor
experience, implementing cutting-edge technologies that make it easier to access services and
share information quickly, meeting the needs of stakeholders (tourists, tourism institutions and
organizations, government, citizens, etc.), minimizing resource use, and pursuing a sustainable
social model (Dimitrios Buhalis, 2013)
1.9 Smart cities to Smart tourism destination

In the past ten years, the concepts of "smart cities" and "smart tourism destinations" have
gained enormous popularity. The study investigates the relationship between the trendy terms
"smart cities" and "smart tourism destinations. This essay's goal is to review the literature that
has been written about smart cities and smart tourist destinations. The study focuses in
particular on examining the ideas behind smart cities and smart tourist destinations, as well as
the connections between them. To achieve the goal of the study, the author has adopted the
literature review methodology. Numerous journals, books, research papers, and reports were
read in order to review the most recent findings and to consider what may be discovered in the
future. The extensive literature reviewed in this research demonstrates that the idea of a smart
city is intimately related to smart tourism and does not stand alone. In actuality, smart cities
serve as a stepping stone for the creation of smart tourist attractions. Smart cities that make use
of information technology and advances to provide tourists with enjoyment and experiences
are considered smart tourism destinations. The study's conclusions imply that smart tourism is
an integral component of smart cities. Since it is urgent to design and implement sustainable
plans for the development of smart cities, which will ultimately pave the way for smart tourism,
this study will assist in understanding the current scenario of the growing popularity of smart
cities in India. In actuality, smart cities serve as a stepping stone for the creation of smart tourist
attractions. Smart cities that make use of information technology and advances to provide
tourists with enjoyment and experiences are considered smart tourism destinations. The study's
conclusions imply that smart tourism is an integral component of smart cities. Since it is urgent
to build sustainable plans for smart city development, which will ultimately pave the way for

smart tourism destinations, this study will aid in understanding the current situation of the rising
popularity of smart cities in India (Aruditya Jasrotia , 2018)
1.10 Challenges & Benefits of Smart Tourism.

Smart tourism integrates a variety of factors and elements, including high-level physical and
IT infrastructure services, trained staff, management practices with a strong sense of leadership,
efficient marketing and promotion strategies, stakeholder cooperation, and environmental
awareness.
1.10.1 Challenges of Smart Tourism
The challenges of smart tourism refer to the various barriers, difficulties, and issues arising in
the implementation and management of intelligent or digital tourism systems and technologies.
It refers to the various barriers, difficulties, and issues arising in the implementation and
management of intelligent or digital tourism systems and technologies.
Cybersecurity risk: cyberattacks have become more common as technology evolves. The major
technological trends of today are e-commerce, mobile payments, cloud computing, big data,
everything, the Internet, artificial intelligence, and social media, all of which increase the risk
of server attacks for tourists and companies. Tourism companies are attractive targets for
hackers and cybercriminals as they deal with large and valuable amounts of tourist data, making
it a major challenge for smart tourism development.
Lack of infrastructure development: Many destinations lack infrastructural development,

which may hinder the viability of smart tourism initiatives. Any tourist above all expects a
destination to have good infrastructural development, but when they see the lack of
infrastructure, it can cause disappointment among tourists.
Limited and slow internet network: It is very important for smart tourists to stay online at all
times because, without the internet, they cannot access online maps, tickets, or social media.
This is essential for DMOs and tourism organizations, as tourists can stream live when they are
online, share their opinion posts on social media, and create generic so-called UGC that can
encourage other travelers to view, but tourists can’t share information instantly on slow
networks.

Insufficient funds: Expressing smart tourism is a smart tourism strategy, and funding is the
biggest challenge for strategy implementation. Smart tourism destinations mean putting in
place complex infrastructure to implement digital technologies, but these cannot be developed
due to a lack of funds.
Lack of resources: Inexperienced human resources are a major hindrance to smart tourism
development. Water management and drainage systems are a major challenge across cities in
every monsoon.
Lack of Accommodation: The number of hotel rooms and luxury categories of hotels in the
city is not sufficient to cater to tourists during the peak tourism season.
Lack of Information: Tourists have difficulty accessing essential information about a

destination, such as accommodation, attractions, local services, and transport options,
particularly in areas with limited digital infrastructure and poor internet connectivity. A
disorganized web portal hotel that provides wrong information and a terrible experience to
tourists creates a bad experience that leads to negative word of mouth.
Change Reluctance: Traditional businesses adopting new technologies in the tourism industry
may face resistance from local communities or even tourists. Concerns about the loss of jobs,
local livelihoods, and authenticity may hinder the adoption and implementation of smart
tourism solutions.
Lack of digital technology: Technology has become essential for smart tourism development.
The Internet provides a platform to promote travel destinations to the public, but the digital
divide puts tourists at risk, which can lead to disappointment among tourists.
1.10.2 Benefits of Smart Tourism
Smart tourism combines a diversity of factors and elements, including superior physical and
IT infrastructure services, management practices, trained staff with a strong sense of leadership,
proficient marketing and stakeholder collaboration, promotion strategies, and environmental
cognition.
There are various benefits that come with smart tourism:

Revenue generation: Smart tourism is capable of increasing revenue for various stakeholders
within the tourism industry by creating new organizations to generate revenue through smart
initiatives. There are huge opportunities in the tourism industry through various sales channels,
which can generate huge amounts of money in this industry.
Proper information: Smart tourism is a great facility, and it has accurate and real information
from various sources about attractions, events, weather, transportation, and much more. In this
case, the data that is handled is not sample-based but reliable and representative, which has a
direct impact on specific decision-making for tourists.
Improved Infrastructure: Smart Tourism highlights the importance of infrastructure

components, including transport, drainage, irrigation, buildings, and other public facilities
necessary to meet people's needs. Smart tourism infrastructure is a collection of several devices
and institutions that become basic tools and management for tourism development.
Cultural preservation: Cultural conservation effectively maintains the right balance between
cultural heritage and preserves it for future generations. It is a local heritage history, and guide
members can see the lifestyle of the people of the local resources.
Improved safety and security: Safety and security are critical to delivering smart tourism value.
It enhances security with technologies such as location monitoring, emergency announcements,
and continuous communication with local authorities. The success of any tourist destination
depends on being able to provide a safe and secure environment for visitors.
Smart Transportation: Transportation is vital to tourism. Smart transportation technologies

change the tourist landscape by allowing cities to use their current infrastructure more
responsibly. If he gets lost in an unknown city, he can request help from the hotel to send a
taxi. Always stay updated on public transport and ride-sharing services.
Reduce environmental aspects: smart tourism improves the sustainability of tourism and
ensures that technology is used in a responsible and equitable way. It raises awareness, protects
wildlife and the environment, and draws more attention to cultural heritage. This reduces the
negative impact of mass tourism on local ecosystems.
Increased digital platforms: digital platforms enhance the competitiveness of tourism sector
development. The development of smart tourism is due to the rapid growth of information

technology such as cloud computing, internet-connected everything, and 5G mobile

communication, so the tourist can easily access his pre-planned destination.
Improved Resources Management: Smart tourism destinations can manage their resources
more efficiently, such as by optimizing energy consumption in hotels and minimizing waste
through intelligent waste management systems.
Engaged stakeholders: engaged stockholders who use the platform dynamically as a neural
system. Stakeholders may be involved in designing a tourism strategy, coordinating tourism
promotion and branding, raising local tourism awareness, organizing tourism facilities,
formulating ticket pricing policies, and communicating with tourist attractions.
1.11 Sustainability of Tourism

Sustainable tourism, as defined by the World Tourism Organization, is "tourism that takes full
account of its current and future economic, social, and environmental impacts, addressing the
needs of visitors, the industry, the environment, and host communities." Sustainability is an
extensively common concept in economic and local development—especially in the tourism
sector, where it has become not only an indispensable working tool that is closely related to
the maintenance of and respect for environmental resources but also a defining element of new
actualizations in the field of tourism, such as smart tourism destinations (STDs) and so-called
sustainable tourism, whose "development is necessary for economic growth". Though
sustainability must be considered comprehensively in order to deal with the current crisis,
environmental sustainability actions have been scarce, practically limited to capacity control
and compliance with health and prevention criteria but not with environmental resource
protection.
In 1987, the World Commission on Environment and Development explained that the concept
of sustainable development refers to meeting the needs of the present generation without
compromising the ability of future generations to meet The Commission on Development and
Environment was established by the United Nations in 1983 as a result of increased public
understanding of sustainable development. The World Conservation Union contributed to this
idea by stating that "sustainable development implies the improvement of the quality of life
within the limits of ecosystems" in 1991. Sustainability brings about processes of change in
which technical and technological resources such as mindsets and cultural resources can
support changes in practices and relationships, and as a result, it will evolve into a more radical

one. Their own needs, especially concerning economic, social, and environmental
development, Smartness and sustainability are connected on two complimentary levels: the
destination strategy and the application of technologies for better environmental management.
Without a doubt, these levels are vital to one another.
In the tourism sector, sustainability is a crucial factor in destination competitiveness due to the
demand for more environmentally sustainable products and services. The awareness of the
interconnection between the essential elements of economic development, social policy, and
environmental protection sets apart the global movement for sustainable development from
prior environmental initiatives. Even though most current tourist city models still place a
greater value on competition than overall sustainability, it has been shown that sustainability
has an important effect on a destination's capacity for success. It is vital to mention that social
responsibility and sustainable development should not be controlled and governed by a single
institution but by all organizations working in the area. Therefore, tourism should rely on both
the business sector's executives and workforce, as well as that of the closest industries, to
positively contribute to sustainable social and environmental development.Sustainability in the
hospitality industry is becoming increasingly significant as travelers become more conscious
of the impact their trips have on the environment. The accumulation of smart technology in
hotels is helping to address this issue by decreasing the use of resources, such as energy and
water, and improving the overall sustainability of operations. Energy consumption control with
smart hotel technology, guest experience improvement with smart hotel technology,
community support with smart hotel technology Reuse of waste with smart hotel technology
and carbon reduction with smart hotel technology are the main focus of smart hotels in smart
tourism. There are a few examples of smart hotels in the world in smart tourism, such as the
Michelin-starred Savoy Grill in London, UK; the Katana Japanese Robata Grill in Dubai,
United Arab Emirates; the Alila Villas Uluwatu in Bali, Indonesia; Andaz Tokyo, Japan; the
Oberoi Udaivilas in Udaipur, India; etc.
1.12 Smart Tourism & Tourist Satisfaction

Tourist Satisfaction Effect of Smart Tourism:
Satisfaction plays an essential role in the development of much-needed tourist services and
products. According to Oliver, tourist satisfaction is the result of assessing the difference
between tourist expectations and received value of quality. Satisfaction distinguishes between
an individual’s cognitive and effectiveness which is achieved through tourist experience.

Satisfaction depends on a tourist's experience which builds individual insight and emotional
elements that arouse in a tourism destination. The determination of whether a product or service
in this context, a tourism product, service attribute, and overall trip offers an acceptable degree
of contentment upon consumption is known as satisfaction. Smart destination described place
satisfaction as the effective value of a place that encounters some essential need which extends
from sociability to services and physical qualities. The significance of the satisfaction of the
place is considered an accomplishment reaction to understand and assess the tourist experience
in the marine park. These definitions specify that seat satisfaction focuses on assessing the
tourists based on their experience at a tourist destination. It is essential to understand how
visitors perceive destination attributes that lead to satisfaction. There is obviously a correlation
between the perceived quality of the experience, value, satisfaction, and behavioral intentions.
It is also clear that tourist satisfaction with a destination is correlated with the image of the
destination and the recollection of experiences after the visit. Destination attractiveness does
not directly affect loyalty, but destination attractiveness affects loyalty mediated by tourist
satisfaction. Tourist satisfaction is a significant aspect of effective destination promotion for
the reason that it affects the consumption of services and products, the decision to come again
to the place, and the destination choice. Few scholars are mainly focused on evaluating quality
services provided by the employee and destination are fulfillment refreshment areas.
Satisfaction has certainly played a significant role in developing products and services for
marketable tourism. Satisfaction is an appreciation of the tourist experience, widely considered
as part of tourism. Tourist satisfaction impacts behavioral intentions. As an important
instrument for evaluating experiences, it has a profound impact on destination choice, product
and service consumption, future reconsideration intentions, and recommendations to others.
Satisfied tourists have been shown to return to a destination and refer them to friends and
family. Tourist satisfaction increases the probability of revisiting the site and speaking by word
of mouth on social networks. As numerous studies have shown, satisfaction leads to the
repeated purchase of a product or word of mouth for this product. To this point, the significance
of online content in tourist satisfaction has been established.
The planning of trips and the tourism experience are significantly impacted by smart tourism
technologies. This study centers on the impact of STT, encompassing various online tourism
applications, information sources (like personal blogs, public websites, company websites,
social media, and smartphone apps), and other smart technologies (like cloud computing,
artificial intelligence, and Internet of Things) on various travel-related aspects, including pre-

travel planning, trip purchasing, decision-making, and expr Studies on smart tourism have
recently shifted their focus to looking at how STT affects travelers' experiences. For instance,
a number of research look into the connections between STT and traveler pleasure, place
experience, and trip expectations. Four characteristics of online tourist information sources—
personalization, interaction, accessibility, and information reliability—are seen to be crucial
for trip planning during the planning stage. Travelers have discovered that the Internet is
helpful for making decisions on where to stay, what to see, and what to do while traveling.
Additionally, new media like social networks and cell phones assist travelers in broadening the
scope of their information searches to include information about travel-related experiences
rather than just travel-related goods and services. session of loyalty, electronic word-of-mouth,
customer engagement, and attitudinal factors.
- Summary
The term "smart tourism" recently emerged to characterize the growing reliance of tourism
destinations, sectors, and travelers on new ICT developments that enable the conversion of vast
volumes of data into value offers. The tourism industry's patterns have also changed as a result
of the complete environmental restructuring brought about by ICTs, which have provided
access to enormous volumes of data. Furthermore, communities use the benefits of tourism by
implementing enhanced living environments to get a competitive edge in the tourism sector.
This chapter identified smart destinations, smart business ecosystems and smart experiences as
the three basic components supported by layers of data creation, processing and exchange. In
doing so it established smart tourism as distinct from general e-tourism not only in the core
technologies of which it takes advantage but also in the approaches to creating enhanced at-
destination experiences.
- Keywords
Smart Tourism
Smart Cities or Destination
Component of Smart Tourism
Tourist Satisfaction
Relationship with AI

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Chapter 02: Smart Tourism Development and Application
CHAPTER 02: SMART TOURISM DEVELOPMENT AND

APPLICATION
2.1. Introduction
2.1.1 Definition and importance of smart tourism development and
application
The concept of smart tourism development implies the incorporation of technological advancements
and innovative strategies within the tourism sector, with the aim of improving the overall travel
experience for individuals visiting various destinations. The concept covers the utilization of digital
technologies, including mobile applications, artificial intelligence, and big data analytics, with the aim
of delivering tailored and uninterrupted services to individuals engaged in travel activities. The potential
of smart tourism development to improve the tourism industry's competitiveness, sustainability, and
efficiency makes it significant. Through the use of technology, destinations may streamline their
operations, manage their resources more effectively, and offer tourists unique experiences.
2.1.2 Brief overview of the current state of smart tourism
These days, smart tourism is becoming more and more popular throughout the world, with
many vacation locations actively embracing digital transformation to improve the whole travel
experience. This includes putting Internet of Things (IoT) devices into use, adopting data-
driven methodologies, and putting smart city initiatives into action. Applications for mobile
devices and AI-powered virtual assistants have become increasingly common, giving travelers
instant access to real-time information, personalized recommendations, and simplified booking
features. Additionally, by using big data analytics, travel destinations can gain insightful
knowledge about the behavior and preferences of travelers, which makes it easier to launch
more targeted marketing campaigns and improves visitor experiences. Data can be used by
urban areas to better understand the needs and preferences of its visitors, which can result in
the provision of more meaningful and customized services. In addition, the incorporation of
Internet of Things (IoT) devices facilitates the effective administration of resources, including
energy and transportation, which fosters a tourism sector that is more sustainable and
environmentally conscious. The future of travel and tourism is expected to become more
interconnected, convenient, and enjoyable for both visitors and residents through the

implementation of smart city initiatives, integration of IoT (Internet of Things), and the
utilization of data-driven strategies.
2.2 Components of Smart Tourism Development
The tourism industry is going through a significant and fundamental shift in this modern era of
quick technological advancement and increased global connectivity. The recent development
of smart tourism, a visionary concept that encompasses a combination of technology, travel,
and experiential aspects, is fundamentally transforming the strategies employed by destinations
to captivate, involve, and accommodate contemporary tourists. The development of smart
tourism relies on digital innovation, data analytics, and connectivity to transform all aspects of
the tourist experience, which includes activities such as planning, exploration, interaction, and
creating lasting memories. The objective of smart tourism is to enhance the tourism experience
by effectively incorporating advanced technologies into the tourism ecosystem, resulting in a
highly engaging and customised adventure for every individual traveller.
Here are some key components of smart tourism development:
1. Digital Connectivity and Infrastructure:
The growth of smart tourism depends upon the development of a resilient, sustainable digital
infrastructure encompassing elements such as high-speed internet connectivity, uninterrupted
mobile networks, and widespread Wi-Fi availability. The scope of this infrastructure extends
beyond specific locations, embracing many elements such as transportation hubs, lodging
facilities, public spaces, and remote areas. The utilization of technology is of utmost
importance for those engaged in both professional and recreational travel, as it facilitates easy
and quick access to information, enables detailed inspection and evaluation of potential
locations, and supports the process of discovering and experiencing new places. Real-time
navigation tools and maps facilitate the process of wayfinding, and travelers have the ability to
promptly share their experiences on social networking platforms. The presence of a connection
facilitates the smooth integration of sophisticated technologies, including mobile applications,
Internet of Things (IoT) devices, augmented reality (AR) guides, and virtual reality (VR)
experiences. As various locations allocate resources towards improving their digital
connectivity and infrastructure, they create opportunities for novel experiences that enhance
the manner in which travellers interact with and discover the globe. Digital connections and

infrastructure serve as the fundamental components of the overall ecosystem, granting

travellers access to information, supporting smooth interactions, and allowing for the
incorporation of advanced technologies that revolutionise the trip encounter.
2. Mobile Applications and Platforms:
Mobile applications and platforms have become essential tools that enable travellers to
effectively navigate, explore, and enhance their journeys. These applications utilise the
widespread presence of smartphones and tablets to offer a wide range of information and
services readily accessible to travellers.
Smart tourism mobile applications are specifically developed to provide a wide range of
functionalities that serve various phases of a tourist's journey, encompassing the planning stage
all the way through to post-trip reflections. These apps give you quick and easy access to tonnes
of data about eateries, events, and places that are fascinating in your area. Individuals have the
opportunity to evaluate reviews, critiques, and visual examples posted by other individuals who
have engaged in travel experiences, thereby assisting them in making well-informed choices.
Key features of smart tourism mobile apps include:
Personalised Recommendations: By incorporating data analysis techniques and taking

into consideration customer preferences, these applications provide customised suggestions for
tourist attractions, activities, and eateries that are in line with the traveller's individual interests.
Real-time Navigation: The implementation of integrated maps and GPS features in travel
technology enables individuals to effectively explore unknown locations. These applications
frequently offer step-by-step navigation instructions, details on public transport options, and
approximate durations for trips.
Booking and Reservations: The programme allows users to immediately make bookings for
lodgings, excursions, activities, and transportation. This approach enhances the efficiency of
the planning process and minimises the necessity of transitioning between several platforms.
Local Insights: Smart tourism apps offer the opportunity for travellers to gain local insights,
allowing them to uncover distinctive experiences that are not typically included in conventional
travel guides. This not only serves to enhance the overall travel experience but also contributes

to the sustenance of local businesses and communities. Furthermore, these applications

frequently offer instantaneous updates and suggestions derived from user preferences,
guaranteeing that travellers can optimise their time in an exciting location.
Language Translation: Certain applications offer functionalities for instantaneous translation,

facilitating the ability of travellers to overcome linguistic obstacles and engage in effective
communication with individuals from the local community.
Real-time Updates: Mobile applications have the capability to provide up-to-date information
pertaining to weather conditions, events, traffic patterns, and unforeseen interruptions, enabling
those who are on a journey to make necessary adjustments to their plans.
Digital Wallets: Integrated payment systems provide effortless transactions, enhancing user
convenience by eliminating the necessity for tangible currency when making payments for
services and items. Mobile applications increase the whole travel experience by combining
several aspects that offer convenience, access to correct information, and the capability to
customise the journey according to individual tastes. These applications have become an
essential component of contemporary travel, enabling travellers to confidently explore and
discover while maintaining connectivity to the digital resources upon which they depend.
3. IoT (Internet of Things) Integration:
The term "Internet of Things" (IoT) refers to a network of interconnected physical things,
devices, sensors, and systems that engage in communication and data exchange over the
internet. The integration of technology into many facets of the tourism sector facilitates
seamless connections, boosting the entire travel experience for visitors and optimising the
efficiency of tourism-related services and activities.
The use of Internet of Things (IoT) technology in the context of smart tourism encompasses
the utilisation of various sensors, devices, and data-driven solutions inside destinations, hotels,
transit systems, attractions, and other organisations associated with the tourist industry. These
interrelated components collaborate to provide a dynamic and adaptable setting that
accommodates the requirements and inclinations of contemporary travellers.
4. Data Analytics and Insights:

When it comes to smart tourist development, data analytics and insights play a crucial role in
defining the landscape. In the current era characterised by a surplus of data, entities within the
tourism industry, including destinations and enterprises, are increasingly utilising data-driven
approaches to make informed decisions. This strategic utilisation of data aims to improve the
overall experiences of travellers, streamline operational procedures, and customise offers to
effectively cater to the changing preferences of contemporary visitors. The growth of smart
tourism is propelled by the use of data analytics and insights, which facilitate the conversion
of unprocessed data into valuable knowledge. This knowledge, in turn, influences decision-
making processes, improves tourist experiences, and optimizes operational efficiency.
Locations can fulfill the needs and tastes of modern travelers by creating a tourism ecology
that is customized, efficient, and ecologically sensitive by utilizing the knowledge obtained
through data analysis.
5. Augmented Reality (AR) and Virtual Reality (VR):

The use of augmented reality (AR) and virtual reality (VR) in the context of smart tourism
Augmented reality (AR) refers to a technological advancement that overlays digital content—
like images, videos, or three-dimensional models—onto the user's actual environment.
Augmented reality (AR) is a technology that improves people's perception of reality by fusing
virtual elements with the real world. Through immersive and interactive experiences,
augmented reality (AR) offers a way to improve travelers' engagement with a variety of
destinations, attractions, and cultural sites within the context of smart tourism.
The purpose of this study is to examine the salient characteristics and potential uses of
augmented reality (AR) in relation to smart tourism. Because AR technology has the potential
to improve travel experiences, it has attracted a lot of interest recently. Augmented Reality
(AR) allows travelers to access engaging and relevant content by superimposing digital
information over the real world, which enhances their comprehension and interaction with the
trip.
Enhanced Information Accessibility: Applications for augmented reality (AR) offer current
information about a range of topics, historical sites, and monuments. This is accomplished by
superimposing digital content onto the user's field of vision, making the experience more
engaging and immersive. Through direct physical exploration, tourists can learn about the
historical, cultural, or symbolic significance of a specific area.

Guided Tours: Guides for augmented reality (AR) offer self-guided tours with audiovisual
cues. People navigate throughout a location by using virtual arrows or markers to make sure
they don't miss any important details or components.
Language Translation: Travelers may communicate more easily and fully immerse
themselves in the local culture with the help of augmented reality programs, which can translate
textual content like menus and signage quickly.
Virtual navigation is an application that leverages augmented reality (AR) to help people find
their way around complex environments, such as large event venues, train stations, and airports,
in an effort to increase their efficiency in doing so.
Virtual wayfinding is a technology that uses augmented reality (AR) to assist individuals in
navigating intricate settings, like airports, railway stations, and expansive event sites, with the
aim of enhancing their efficiency in finding their desired destinations.
Museum displays: Guides for augmented reality (AR) offer self-guided tours with audiovisual
cues. People navigate within a particular location by using virtual arrows or markers to make
sure they don't miss any important details or aspects.
Interactive Marketing: Enterprises have the ability to utilise augmented reality (AR)
technology to develop interactive advertising campaigns and promotional activities that
effectively captivate visitors, providing them with distinctive and enduring experiences.
Virtual reality (VR) refers to a technological innovation that facilitates the immersion of users
into a fully digital world, often achieved via the use of specialised headgear. Within the realm
of smart tourism, virtual reality (VR) presents a unique prospect of immersing users in distant
locales, historical periods, and fictitious narratives, therefore engendering a palpable feeling of
being present and engaged, all without necessitating physical presence at the actual location.
The present discourse aims to elucidate the fundamental characteristics and practical uses of
virtual reality (VR) within the context of smart tourism.
1. Virtual tours have become increasingly popular in recent years. Virtual reality (VR)
technology enables travellers to engage in virtual tours of various places, sites, and attractions.
Individuals have the opportunity to engage with 360-degree panoramic perspectives, therefore

immersing themselves in a simulated environment that replicates the sensation of physically

occupying the depicted area.
2. Cultural and historical reenactments are events that aim to recreate and portray specific
aspects of culture and history. Virtual reality (VR) technology has the capability to faithfully
replicate historical events, providing users with the opportunity to engage in immersive
experiences that allow them to relive and engage with major moments from a destination's past.
3. Virtual reality (VR) is employed as a training tool for those working in the tourism industry,
enabling them to engage in lifelike simulations that facilitate the development of customer
service, emergency response, and various other proficiencies.
4.Pre-trip planning refers to the process of organising and preparing for a trip before embarking
on it. The utilisation of virtual reality (VR) technology enables travellers to obtain a
comprehensive preview of various lodgings, attractions, and locations, thereby facilitating
informed decision-making processes prior to finalising their bookings.
5. Virtual reality (VR) facilitates immersive storytelling by enabling locations to communicate

their storylines in novel and interesting ways, attracting audiences through immersive
encounters.
6. Virtual Events: Virtual reality enables individuals to engage in virtual events, conferences,
and festivals, fostering global connectivity by bringing together individuals from diverse
geographical locations inside a unified digital environment.
Both augmented reality (AR) and virtual reality (VR) have the capacity to fundamentally
transform the manner in which travellers engage with and encounter various places. The use of
augmented reality (AR) overlays and virtual reality (VR) is significantly transforming the
domain of smart tourism. These technologies provide captivating, educational, and
unforgettable experiences, whether by enriching practical explorations through AR overlays or
by immersing travellers in wholly novel surroundings with VR.
6. Smart Attractions and Landmarks:

In the field of smart tourism, various attractions and landmarks are undergoing a
metamorphosis, wherein they are being converted into interactive and immersive encounters
through the seamless integration of advanced technological elements. Intelligent attractions

employ a variety of cutting-edge technologies to augment visitor engagement, offer

information enriched with contextual details, and generate lasting experiences that surpass
conventional forms of sightseeing.
Key Features and Applications of Smart Attractions and Landmarks:
Interactive displays are a form of smart attractions that offer visitors engaging and dynamic
means of acquiring knowledge about the historical, cultural, and distinctive aspects of
attractions or landmarks. These displays make use of interactive touchscreens, gesture
recognition, and augmented reality (AR) technology to enhance the learning experience.
Multimedia presentations encompass a range of audiovisual elements, such as videos,

animations, and virtual tours, which serve to enhance visitors' comprehension of the attraction's
historical context and cultural significance.
The utilisation of technology in interactive storytelling enables smart attractions to effectively

engage visitors by immersing them in compelling narratives that are intricately connected to
the historical, mythical, and anecdotal aspects associated with the specific site.
Self-guided tours offer visitors the opportunity to explore their surroundings independently,
utilising mobile applications and wearable devices. These technological tools provide users
with up-to-date information, personalised suggestions, and interactive features to enhance their
experience.
The implementation of technology is utilised to enhance the accessibility of attractions for

individuals with disabilities. This is achieved through the provision of features such as sign
language interpretation, audio descriptions, and tactile exhibits.
Community engagement in the context of smart landmarks encompasses various strategies

aimed at involving the local community. These strategies include the utilisation of social media
campaigns, the promotion of user-generated content, and the organisation of interactive events.
By implementing these approaches, smart landmarks seek to cultivate a sense of ownership
and connection among community members.

Sustainability and conservation Certain tourist attractions employ technological means to

impart knowledge to visitors regarding environmental conservation and sustainable practises,
thereby fostering consciousness and advocating for responsible tourism.
In essence, the concept of smart attractions and landmarks seeks to enrich the visitor experience
by seamlessly blending technology with cultural, historical, and natural heritage. By offering
interactive, educational, and immersive encounters, these sites contribute to the evolution of
smart tourism, ensuring that travellers engage with destinations in meaningful and memorable
ways.
7. Digital Payment & Transaction:
The incorporation of digital payment solutions into the smart tourism ecosystem is significantly
transforming the manner in which passengers conduct transactions and handle their
expenditures while traveling. Digital payments comprise a diverse array of electronic and non-
cash techniques, which include mobile wallets, contactless cards, online payment platforms,
and peer-to-peer (P2P) payment applications. In the realm of smart tourism, the utilization of
payment technology is fundamentally transforming the manner in which travelers engage in
activities such as reserving accommodations, acquiring tickets, dining, and engaging in retail
transactions during their journeys.
Key Features and Applications of Digital Payments and Transactions in Smart Tourism:
Cashless Convenience: Digital payment systems offer a convenient and safe alternative to real
cash, enhancing the ease of transactions for visitors throughout their travels. This practice
contributes to the promotion of safety by mitigating the potential for theft and obviating the
necessity of carrying substantial amounts of cash.
Contactless and Mobile Payment: Mobile payment applications and digital wallets, such as
Apple Pay, Google Pay, and other payment services, enable travelers to securely save their
payment details on their smartphones and conveniently make contactless transactions via Near
Field Communication (NFC) at various establishments, encompassing hotels, restaurants, and
retail outlets. This innovative approach allows tourists to effortlessly make transactions by
merely tapping or waving their cards or smartphones near a payment terminal.

Online Booking: The utilization of digital payment networks enables travelers to make online
reservations for lodgings, flights, tours, and activities. These platforms frequently include
secure payment methods in order to safeguard sensitive financial information.
QR Code and Peer-to-Peer (P2P) Payments: QR code-based payment systems, like Alipay
and WeChat Pay in China, are commonly utilized by international tourists for the purpose of
purchasing products and services. This is especially prominent in regions where these platforms
are widely adopted. Peer-to-peer (P2P) payment applications such as PayPal, Venmo, Bkash,
Nagad, and Cash App offer the convenience for visitors to divide expenses, distribute costs,
and transfer funds to individuals or relatives instantly, thereby enhancing the feasibility of
group travel.
Mobile Banking: Mobile-first banking is a common practice in the field of smart tourism,
within which mobile banking applications are utilized by travelers to effortlessly access and
manage their financial activities. These applications enable users to check their account
balances, monitor transactions, and effectively handle their money through the use of
smartphones.
Local Payment Integration: The integration of local digital payment solutions into the
infrastructure of smart tourism destinations is witnessing a notable surge. These developments
are primarily driven by the desire to provide access to the diverse preferences of both
international and domestic travelers.
8. Data Security and Privacy:
The security and privacy of data are of utmost importance in the context of smart tourism, given
its heavy reliance on data gathering, processing, and sharing. The growth of smart tourism
involves strict adherence to established standards and procedures in order to safeguard the
personal data of visitors and maintain the integrity of tourism-related systems.
In the context of smart tourism, the following is an overview of the most important aspects of
data security and privacy:
Secure Data Storage: The secure storage of sensitive data, such as personal information,
payment details, and trip plans, is crucial for the effective functioning of smart tourism systems.

The implementation of secure encryption and access restrictions is important in order to

effectively mitigate the risk of unwanted access.
Data Encryption: It is essential to employ industry-standard practices for encrypting data

transmitted among visitors, service providers, and destinations in order to effectively protect it
from interception and theft.
Compliance with Regulations: In order to adhere to regulatory requirements, smart tourism

initiatives are obligated to comply with appropriate data protection legislation, including the
General Data Protection Regulation (GDPR) in Europe, the California Consumer Privacy Act
(CCPA) in the United States, and applicable municipal privacy laws in other geographical
areas. This entails the acquisition of appropriate consent for the gathering and processing of
data.
Transparent Privacy Policies: Tourists must be provided with transparent privacy rules that
offer easily comprehensible and brief clarifications about the utilization, dissemination, and
retention of their personal data. Explicit and readily revocable consent should be obtained for
the purpose of data collection.
Data Minimization: The principle of data minimization advocates for the collection of just
the essential data that is specifically required for certain reasons. The act of minimizing data
mitigates the potential risks that arise from the storage of excessive information.
User Access Control: It is imperative that tourists are granted authority over their personal
data. People should be able to access, modify, and remove the personal information that
businesses connected to the tourism industry collect.
Secure Payment Processing: The safe processing of payments necessitates the

implementation of measures that adhere to the Payment Card Industry Data Security Standard
(PCI DSS) and employ tokenization techniques to substitute sensitive card information with
distinct tokens.
9. Collaboration and Partnerships:
The development of smart tourism necessitates the participation of many stakeholders, such as
governmental bodies, local communities, tourism boards, enterprises, and technology

suppliers. Partnerships have the potential to facilitate synergistic endeavors and foster a
comprehensive approach to growth.
In the realm of smart tourism, cooperation and partnerships emerge as important tactics that
facilitate destinations, businesses, and stakeholders in leveraging their combined capabilities,
pooling resources, and providing enriched experiences to passengers. These collaborative
efforts establish a mutually beneficial environment that promotes creativity, long-term
viability, and the efficient incorporation of technology into the tourism sector.
The Significance and Advantages of Collaboration and Partnerships in the Field of Smart
Tourism:
Cross-Sector Collaboration: Cross-sector collaboration encompasses relationships with

various stakeholders, including technology businesses, government agencies, local
communities, academia, and non-profit groups, extending beyond the conventional boundaries
of the tourist industry. These heterogeneous collaborations contribute novel viewpoints,
expertise, and assets to the discourse.
Technology Integration: Collaborative efforts with suppliers of technology enable the smooth
incorporation of digital solutions, including mobile applications, Internet of Things (IoT)
devices, and data analytics, into the operations and services of the tourist industry.
Data Sharing: Data sharing is facilitated by partnerships, which promote the exchange of data
and insights among many stakeholders. This collaborative approach enables a comprehensive
comprehension of visitor behavior, preferences, and trends. The utilization of this shared data
has the potential to enhance marketing tactics and facilitate informed decision-making.
Infrastructure Development: Joint efforts have the potential to foster the advancement of
intelligent infrastructure, encompassing elements such as digital signs, areas with
complimentary Wi-Fi access, and interactive kiosks. These enhancements serve to augment the
overall quality of the visitor experience.
Sustainable Practices: Sustainable practices in the tourist industry are facilitated by

collaborations with environmental groups and local communities. These partnerships play a
crucial role in promoting the adoption of eco-friendly initiatives, conservation efforts, and
responsible tourism rules.

Marketing and promotion: It is common for destinations to engage in collaborative efforts

for marketing campaigns with the aim of appealing to a wider demographic. The
implementation of joint promotions and cross-marketing methods has demonstrated significant
potential for augmenting visitor arrivals.
Public-Private Partnerships (PPPs): Public-Private Partnerships (PPPs) refer to

collaborative arrangements between public authorities and private sector firms aimed at the
development and maintenance of tourist infrastructure, with the objective of satisfying the
requirements of both visitors and local communities.
Cultural Preservation: The preservation of culture is facilitated by collaborative efforts

between local communities and cultural institutions, which serve to save and exhibit the
cultural history of a given location. This collaborative approach not only enhances the tourism
experience but also demonstrates a profound respect for the values held by the host community.
Visitor Safety: The augmentation of visitor safety is achieved by the establishment of

partnerships with law enforcement agencies and emergency services, which contribute to the
implementation of enhanced safety protocols for tourists. These collaborations provide prompt
and effective responses to emergency situations, as well as the dissemination of up-to-date
information in real-time.
Tourist Feedback: The establishment of partnerships with review platforms and the
implementation of feedback systems enable destinations and enterprises to collect and respond
to tourist evaluations and ideas, therefore enhancing the quality of their services.
Skill Development: The establishment of partnerships between educational institutions and

vocational training centers has valuable prospects for enhancing skill development within the
tourism workforce. This association guarantees that employees possess up-to-date
technological proficiencies, hence enhancing their overall competency.
Regulatory Alignment: The process of regulatory alignment involves the collaboration of

entities and regulatory organizations to facilitate the development of rules and laws pertaining
to smart tourism. This collaboration aims to achieve a harmonious balance between fostering
innovation and addressing issues connected to safety and privacy.

Resilience and Crisis Management: The importance of collaboration among stakeholders in

crisis circumstances, such as natural disasters or health emergencies, cannot be overstated. This
collaboration is essential for providing coordinated responses that effectively safeguard tourists
and uphold the reputation of the destination.
2.3 Sustainability and Responsible tourism practice

Tourism is a global industry that has the potential to bring about both positive and negative
impacts on the environment, local communities, and cultural heritage. Sustainable and
responsible tourism practices have emerged as essential strategies to mitigate the negative
consequences of tourism while maximizing its benefits. Sustainable and responsible tourism
refers to sustainable responsible practices in and by the tourism industry. (Global suatainable
tourism council, 2022) The goal of sustainable and responsible tourism is to make tourists more
responsible. The sustainable and responsible tourism practice implores travelers to travel in a
considerate manner and push their comfort zones. It serves as a reminder to tourists that their
destination is someone's home. It’s about "making better places for people to live in and better
places for people to visit." It also requires that operators, hoteliers, governments, local people
and tourists take responsibility, act to make tourism more sustainable. Tourist strategies aimed
at minimizing adverse effects on the environment, local communities, and cultures while
increasing benefits for all parties concerned are known as sustainable and responsible tourist
practices. These procedures are crucial for guaranteeing the tourism sector's long-term
profitability and protecting the natural and cultural treasures that draw tourists. (Goodwin,
September 24,2014)
2.3.1 Sustainable Tourism

Sustainable tourism is a concept that covers the complete tourism experience, including
concern for economic, social and environmental issues as well as attention to improving
tourists' experiences and addressing the needs of host communities. The World Tourism
Organization defines sustainable tourism as “tourism that takes full account of its current and
future economic, social and environmental impacts, addressing the needs of visitors, the
industry, the environment and host communities". (United Nations, n.d.) Sustainable tourism
should embrace concerns for environmental protection, social equity, and the quality of life,
cultural diversity, and a dynamic, viable economy delivering jobs and prosperity for all. It has
its roots in sustainable development and there can be some confusion as to what "sustainable
tourism" means. There is now broad consensus that tourism should be sustainable. In fact, all

forms of tourism have the potential to be sustainable if planned, developed and managed
properly. Tourist development organizations are promoting sustainable tourism practices in
order to mitigate negative effects caused by the growing impact of tourism, for example its
environmental impacts. (wikipedia, 2023)
Environmental Sustainability
Environmental sustainability is the responsibility to conserve natural resources and protect

global ecosystems to support health and wellbeing, now and in the future. Because so many
decisions that impact the environment are not felt immediately, a key element of environmental
sustainability is its forward-looking nature. (Team, 2020) It discuss about the importance of
minimizing the environmental impact of tourism, including topics like resource conservation,
waste management, and biodiversity preservation.
Economic Sustainability
Economic sustainability is the practice of conserving natural and financial resources to create
long-term financial stability. A system that's sustainable can last far into the future with
minimal negative impacts. In finance, this can mean reducing the worldwide consumption of
valuable resources to ensure they're available to future generations to create financial stability
and wealth. It explains how tourism can contribute to the economic well-being of host
communities, and discuss the concept of leakages and how they can be reduced. For example,
by reducing the usage of fossil fuels and focusing on alternative fuel sources, companies,
governments and consumers can help reduce the global impact of emissions and pollution from
fossil fuels. (team, 2022)
Social and Cultural Sustainability
Social sustainability refers to the ability of a society to maintain or enhance the well-being,
quality of life, and equity of its current and future generations. It encompasses factors like
access to education, healthcare, social justice, and community cohesion. And the cultural
Sustainability is the idea of protecting and sustaining the world’s cultural heritage. It is about
ensuring that future generations can enjoy the same cultural experiences and traditions that we
enjoy today. (simon, 2023) Social and Cultural Sustainability are explore the significance of
preserving the cultural heritage and social structures of local communities in the context of
tourism, addressing issues like cultural appropriation and over tourism.

2.3.2 Sustainability and Responsible Tourism Practices
Community Engagement
`Community engagement in the tourism industry refers to the active involvement and
participation of local communities in tourism-related activities and decision-making processes.
It is a critical aspect of responsible and sustainable tourism practices. Community engagement
seeks to ensure that tourism benefits not only the industry and tourists but also the residents of
the destination, their cultural heritage, and their environment. Local communities should have
a say in how tourism is developed and managed in their area. This can include input on zoning
regulations, the approval of new tourism developments, and the formulation of tourism
policies. Tourism can provide economic opportunities for communities through job creation,
the establishment of local businesses, and the sale of locally produced goods and services to
tourists. Community engagement ensures that these economic benefits are accessible to the
local population. Community engagement encourages cultural exchange between tourists and
locals. This can involve cultural events, workshops, and other activities that allow tourists to
learn about and respect the traditions, customs, and way of life of the host community. It also
can enhance the overall tourist experience. Visitors often appreciate interactions with locals,
cultural performances, and the opportunity to purchase authentic local products.
Minimizing Environmental Impact
Minimizing environmental impact in the tourism industry refers to the efforts and strategies
employed to reduce the negative effects of tourism activities on the natural environment.
Tourism can have significant environmental consequences, including habitat degradation,
pollution, resource consumption, and greenhouse gas emissions. Reducing the use of plastic,
such as plastic water bottles, is another sustainable practice that can prove useful when
traveling. Travelers can reduce their environmental footprint while on vacation with reusable
containers. Finally, they can support the local economy by choosing to visit local restaurants
and cafes, shopping in small family-run businesses and planning activities with local guides.
(enel, 2023) Therefore, minimizing these impacts is crucial for the long-term sustainability of
tourism.
Education and Awareness

Education and awareness in the tourism industry refer to initiatives and strategies aimed at
informing and enlightening tourists, industry professionals, and local communities about
various aspects of tourism, including its impact on the environment, culture, and local
communities. These efforts are essential for promoting responsible and sustainable tourism
practices.
Responsible Wildlife Tourism
Responsible wildlife tourism, also known as ethical wildlife tourism, refers to tourism activities
that involve observing and interacting with wildlife in a manner that prioritizes the welfare and
conservation of animals and their natural habitats. The primary focus of responsible wildlife
tourism is to minimize negative impacts on animals and ecosystems while providing
educational and enjoyable experiences for tourists. Responsible wildlife tourism emphasizes
the importance of observing animals from a safe and respectful distance. This reduces stress
on the animals and minimizes the risk of disturbance to their natural behaviors. Responsible
wildlife tourism avoids the use of bait, artificial lures, or any practices that habituate animals
to humans or disrupt their natural hunting or foraging behaviors.
Discussion how smart tourism can contribute environmental preservation and cultural
heritage preservation
Smart tourism, which leverages technology and data to enhance the tourist experience and
improve the management of tourist destinations, has the potential to make significant
contributions to both environmental preservation and cultural heritage preservation.
Sustainable Transportation:
Eco-friendly mobility solutions, such as electric or hybrid automobiles and effective public
transportation networks, can help reduce carbon emissions related to travel. Smart tourism
should encourage these options. Cutting down on idling and congestion through the use of
advanced traffic management technologies can reduce air pollution and fuel usage.
Efficient Resource Management:
Smart tourism destinations can implement energy-efficient technologies like smart lighting,
heating, and cooling systems, as well as renewable energy sources, to reduce energy
consumption and greenhouse gas emissions. Smart sensors and systems can monitor water
usage and detect leaks, enabling more efficient water management in hotels and public spaces.

Smart waste management solutions can track waste generation, optimize collection routes, and
encourage recycling and composting, thereby reducing the environmental impact of tourism-
related waste.
Environmental Monitoring and Conservation:
Intelligent tourism locations can utilize data analytics to track environmental factors like air
and water quality and quickly address any issues that may arise, helping to preserve natural
ecosystems. The protection of endangered animals and their habitats can be ensured with the
help of technology like drones and remote cameras in wildlife monitoring and conservation
initiatives.
Cultural Heritage Preservation:
In order to preserve cultural items, records, and historical locations for future generations and
to make them available to a worldwide audience, smart tourism can promote their
digitalization.

Chapter 03: Smart Cities: Smart Tourism for The Future

Chapter objectives
➢ To comprehend the concept of smart tourism and its relation to smart cities,
emphasizing technological advancements.
➢ To describe the key technologies enabling smart tourism, including IoT, AI, and mobile
apps.
➢ To find out the differences between smart tourism and e-tourism, highlighting their
distinctive features.
➢ To explain the components of smart cities, such as smart economy, mobility, living,
environment, people, and governance.
➢ To recognize the objectives of smart cities in enhancing urban livability and quality of
life.
➢ To understand how technology integration enhances guest experiences in smart hotels.
➢ Discuss the role of technology in improving tourist mobility, including mobile apps,
digital assistants, smart luggage, biometrics, and sustainable transportation solutions.
3.1 Understanding Smart Tourism and Smart Cities

The practice of smart tourism is emerging as an advancement force, combined with the
advancement of smart cities, in an era of rapid technological developments and urbanization.
These interrelated trends are changing how we perceive the future of both tourism and urban
living, as well as how we travel and interact with cities. Smart tourism is based on the
incorporation of various technologies such as the Internet of Things (IoT), artificial intelligence
(AI), mobile applications, and real-time data analysis. This integration empowers tourists with
pertinent information, facilitating the ability to make dynamic decisions, and fostering a more
profound affiliation with the culture, history, and environment of the destination. The World
Tourism Organization first defined smart tourism as clean, green, ethical, and high-
quality service at every level of service. In the second approach in 2015, the concept appears
to be described by using information and communication technology as well as the concept of
intelligent destination. It is stated in 2017 that the concept of smart destinations represents the
future of tourism development. Smart destinations are intelligent, sustainable, and competitive

tourism destinations that utilize data-linked resources, such as geo-referenced data, large data,
and the Internet of Things, with an involvement of all stakeholders.
The European Capital of Smart Tourism, define a smart destination as: ‘A destination
facilitating access to tourism and hospitality products, services, spaces and experiences through
ICT-based tools. It is a healthy social and cultural environment, which can be found through a
focus on the city´s social and human capital. It also implements innovative, intelligent solutions
and fosters the development of entrepreneurial businesses and their interconnectedness.’ The
main focus of smart tourism is to boost resource management efficiency, optimize
competitiveness, and promote sustainability by utilizing technological advances and practices.
It is often associated with e-tourism as this will involve the use of technology. To further
elaborate, Buhalis and Amaranggana explain that: (Dimitrios Buhalis & Aditya Amaranggana,
2014) Smart Tourism Destinations take advantage of:
1. Technology embedded environments
2. Responsive processes at micro and macro levels
3. End-user devices in multiple touch-points
4. Engaged stakeholders that use the platform dynamically as a neural system.
Smart tourism and E-tourism are often confused with each other because they both use
information and communication tools, information systems, and social media. With the growth
of information and communication technologies, global marketing and central reservation
systems in tourism have been combined with web-based technologies to create e-tourism. E-
tourism has gotten better as more people use social media and more people travel with their
smartphones. Smart tourism is seen as the last step in the development of information and
communication technologies. It involves a physical ecosystem that includes the experiences of
destinations, businesses, individuals, or the state. In this way, the major difference between
smart tourism and e-tourism is that smart tourism combines information and communication
technologies with physical infrastructure. sphere, core technology, travel stage, lifeblood,
paradigm, structure, and exchange are some of the other major differences between smart
tourism and e-tourism (Gretzel, Sigala, Xiang, & Koo, 2015). The differences between e-
tourism and smart tourism are shown in Table 1.

Table 1 Differences Between E-tourism and Smart TourismSource: (Gretzel, Sigala, Xiang, &
Koo, 2015)
E-tourism Smart tourism

Sphere Digital Bridging digital and physical
Core technology Websites Sensors and smartphones
Travel phase Pre- and post- travel During trip
Lifeblood Information Big data
Paradigm Interactivity Technology-mediated co-creation
Structure Value chain/intermediaries Ecosystem
Exchange B2B, B2C, C2C Public-private-consumer collaboration
Smart Health
Smart
Smart Home
Government
Education
Smart Open Data
City
Smart Smart
Mobility Grid/Energy
Smart Retail
Figure 3: Smart City components
The smart city idea was created to make cities, which use more than 75% of the world's energy
and produce 80% of its greenhouse gas emissions, more technological, connected, green,
comfortable, attractive, and reliable ( Lazaroiu & Roscia, 2012). The concept of a Smart
Tourism City refers to an urban destination that effectively utilizes sophisticated technology
and data-driven strategies in order to optimize and improve the overall tourism experience for
travelers. The scope of this strategy extends beyond typical aspects of tourism management,
including a comprehensive perspective that enhances the city's accessibility, sustainability, and
involvement. Smart city is defined as a city equipped with ICT infrastructure to lead social and
urban growth through reinforcement of economic level, citizens’ participation and government
efficiency (Hollands, 2008). And also Business dictionary defines smart city as a developed
urban area that creates sustainable economic development and high quality of life by excelling

in multiple key areas; economy, mobility, environment, people, living, and government
(Business Dictionary, 2011).
Table 2 Factors of a Smart City
Source: Centre of Regional Science (SRF), Vienna University of Technology in October
2007. (Giffinger, et al., 2007)
Smart economy (competitiveness) Smart people (social and human capital)
▪ Innovative spirit ▪ Level of qualification
▪ Entrepreneurship ▪ Affinity to lifelong learning
▪ Economic image and trademarks ▪ Social and ethnic plurality
Productivity ▪ Flexibility
▪ Flexibility of labour market ▪ Creativity
▪ International embeddedness ▪ Cosmopolitanism/Open-mindedness
▪ Ability to transform ▪ Participation in public life
Smart governance (participation) Smart mobility (Transport and ICT)
▪ Participation in decision-making ▪ Local accessibility
▪ Public and social services ▪ (Inter-)national accessibility
▪ Transparent governance ▪ Availability of ICT-infrastructure
▪ Political strategies and perspectives ▪ Sustainable, innovative, and safe transport
systems
Smart environment (natural resources) Smart living (quality of life)
▪ Attractivity of natural conditions ▪ Health conditions
Pollution ▪ Individual safety
▪ Environmental protection ▪ Housing quality
▪ Sustainable resource management ▪ Education facilities
▪ Touristic attractivity
▪ Social cohesion
Six key smart city objectives – and one major

So instead of talking about smart parking, smart healthcare, smart agriculture, smart
transportation, smart government, smart energy or smart this or that, one can look at how smart
city initiatives are initiated to achieve one or more of the following objectives:

• Efficiency of services – to optimize the use of public resources and provide a high level
of citizen service.
• Sustainability – to grow & develop the city with strong consideration to environmental
impact.
• Mobility – to make it easy for citizens, workers and visitors to move around in the city,
whether by foot, bike, car, public transport etc. (regardless of transportation means).
• Safety & security – to improve public safety & security in every-day life and at special
events, as well as being best possibly prepared for emergencies and disasters.
• Economic growth – to attract businesses, investors, citizens and visitors.
• City reputation – to constantly improve the city’s image & reputation.
Successful smart city projects, regardless of their core objectives, will help cities get closer to
their ultimate goal to improve the overall quality of life, or in smart city terms, “Livability”.
Efficiency of
services
City
Sustainability
reputation
Livability
Economic
Mobility
Growth
Safety &
Security
Figure 4: Six key smart city objectives to make cities more livable
3.2 Evaluation of Smart City Tourism

The tourist sector is undergoing significant change as a result of new techniques and business
models made possible by technological advancements. The technical advances that have had
a significant impact on the travel industry include the development of Computerized
Reservation Systems (CRS) during the 1970s, the emergence of Global Distribution Systems

(GDS) towards the end of the 1980s, the introduction of the Internet in the 1990s, and the
advent of mobile technologies in the 2000s. These advancements have played a crucial role in
shaping the way travel reservations are made and accessed (Werthner, Koo, Gretzel, &
Lamsfus, 2015). In the past few years, changes in information and communication systems
have led to big changes that people did not expect. The travel and tourism sectors have seen
significant transformation, particularly with the spread of the Internet of Things (IoT) (Chiappa
& Baggio, 2015). Technological advancements have a significant impact on the progress of
tourism, particularly in terms of sustainability and the storage of tourist data. The concept of
technological sustainable development in the tourism industry is commonly considered from
dual dimensions. The first is the development of products with technologies that provide
effective resource management in all tourism subsectors (transportation, accommodations,
etc.). The second is advancements in information technology that allow for the global sharing
of information (Şanlıöz-Özgen, 2016).
3.3 Dimensions of Smart Tourism

The term ‘smart’ signifies a marketing word for all things that are embedded or enhanced by
technology. One smart concept, which has gained drive in recent years, is Smart City. It mainly
focuses on how to increase the quality of life of citizens by using Information and
Communication Technologies (ICT). As the term “smart city” is gaining popularity, there is
still confusion about what are the dimensions of the smart cities.
Smart Smart
Governance Economy
Smart
Smart People
Mobility
Smart
Smart Living
Environment
Figure 5. Dimensions of Smart city Source: (Giffinger, et al., 2007)

As shown in Fig 3.1 the various dimensions of smart city are Smart Economy (Public
expenditure on Research & Development), Expenditure on education, GDP, Unemployment
rate), Smart Mobility (Sustainable and safe transportation, Pedestrian lanes, Walkways, Cycle
lanes Innovative transportation, Efficient traffic control systems), Smart Living (Availability
of recreational and leisure areas, Public libraries, Entertainment centers, Sustainable resource
management, Education and Health facilities, Green areas, Availability of ICT), Smart
Environment (CO2 reduction strategies, Efficient use of water and electricity, Availability of
green space, Policies to handle urban development, Recycling of waste), Smart People
(Education level of citizens, Language skills, Learning programs, Technical skills) and Smart
Governance (Number of educational institutes, e-Governance facility, Internet access for
citizens, Easy access basic to facilities). All of these dimensions act as pillars which constitute
the foundation of smart cities. Hence, it can be said that a smart city is a sustainable, livable,
interconnected and intelligent city.
3.4 World Smart Tourism Cities

The European Union (EU) has annually assessed the outstanding smart tourism capitals with
the following four categories: accessibility, sustainability, digitalization, and cultural heritage
and creativity (Compendium of best practices, 2020). The Seoul Tourism Organization
evaluated 12 cities with the following 5 categories: attractiveness, accessibility, digitalization
readiness, sustainability, and collaborative partnership (Chung, Lee, Ham, & Koo, 2021)
(Smart Tourism Cities’ Competitiveness Index: Final Report, 2021). These categories reflect
that a smart tourism city is one that has (1) enough infrastructure for anyone regardless of age,
nationality, or physical ability, (2) balanced economic and social systems for a fair distribution
of economic and social benefits to all stakeholders of the smart tourism ecosystem, (3) social
efforts for environmental sustainability, (4) strategies for natural and cultural heritage by
offering an innovative tourism experience based on information communication technologies
(ICTs). Therefore, we can state that a smart tourism city achieves economic, social, cultural,
and environmental sustainability based on the convergence of tourism and technologies.
Many cities have incorporated some aspects of “Smart” to their tourism sector, including
Barcelona, which has interactive bus shelters, and Brisbane, which has more than 100 points
of interest integrated through a mobile app (Gretzel, Sigala, Xiang, & Koo, 2015). London,
U.K. has been carrying out the Smart London Plan since 2013 (Smart London Plan, 2013), with
a focus on open data and digital technologies. London’s multifaceted plan includes Visit

London—a tour guide application that uses big data to provide personalized experiences for
tourists. Many cities are advancing the idea of smart cities by fusing augmented reality (AR)
and virtual reality (VR) experiences. In augmented reality (AR), digital displays, explanations,
and guides lead the user through a real-world encounter. For example, an interactive kiosk in
New York City can help you find your way to The Empire State Building. In contrast, a VR
experience is totally contained within the metaverse; for instance, you may experience
wandering through an Egyptian tomb without ever leaving your living room.
Many cities have already developed entire worlds in the metaverse, including:
o The Finnish capital of Helsinki, which entered the metaverse in 2018 with a
photorealistic digital replica of the city. The explorable digital setting is accessible via
VR headsets like Oculus as well as a YouTube 360 video (Virtual Helsinki, n.d.).
o Seoul, South Korea, already known as a pioneering smart city, announced a plan to
enter the metaverse in 2023. VR headsets will enable users to attend cultural events,
shop, and watch city official congregations.
o Also, in South Korea, the city of Incheon has designed an impressive smart city
comprised of two separate AR and VR experiences (Um, et al., 2022). The VR part of
Incheon’s development, dubbed “Incheoncraft” is created through Minecraft, a sandbox
game which player explore a virtual world freely as avatars, allowing tourists to
experience Incheon without a physical visit.
o Pafos (Cyprus) and Seville (Spain) were selected as the winners of the 2023 European
Capital of Smart Tourism, following a European Jury meeting in Brussels on 9
November 2022 (Cities 2023, 2023).
According to World Travel Tech Awards among these 17 smart destination, Abu Dhabai
(UAE), Barcelona (Spain), Boston (USA), Copenhagen (Sweden), Dubai (UAE), Gothenburg
(Sweden), Glasgow (Scotland), Helsinki (Finland), Hong Kong, Macao, Malaga (Spain),
Melbourne (Australia), Oslo (Norway), San Francisco (USA), Seattle (USA), Singapore & Ufa
(Russia). In 2021, Gothenburg (Sweden) was the world's best tourism destination.

3.5 Smart Cities and tourism: What future they bring

With today’s technological advancement, the population growth of cities and the subsequent
natural resource shortage have given rise to the need to restructure some processes in order to
efficiently manage available resources.
The smart cities concept presents itself as a viable answer aiming to support the restructuring
of these processes, focusing on smart mobility, smart economy, smart people, smart
governance, smart environment and smart living. Being a relatively new concept and still rather
less-known, cities are investing more often in related solutions, Sharing Cities and Aveiro
Steam City holding €24 million and €6.1 million in investments, respectively. Obtaining funds
is still the major obstacle to be overcome, since such investments do not cover every focus
point of the smart cities concept. Although just in the phase of initial investment, it will generate
additional mid- and long-term funds resulting in higher sustainability levels, governance and
living quality around cities.
An application of smart cities is smart tourism, which is subtracted from the smart living
concept. As smart living is related to the experience of living in the city, smart tourism, on the
other hand, is related to the experience of going in and out of the city. This can cause the
community to become weary, mainly due to the lack of knowledge and exposure to the subject.
As well as smart guides, smart tourism aims to respond to customer needs by crossing data
around personal preferences and current location. People in general are not using smart tourism
applications to enrich themselves but as a way to smooth their tourism experience, meaning
that people still prefer human contact and the whole cultural experience. “… culture is not
replaceable. Pictures are not enough.” – interviewee João Costa, October 2018, affirming that
virtual reality is not going to replace tourism in a near future.
In conclusion, smart city solutions will be going ever further and they will overcome barriers
such as financing and lack of political support. Although communities have a relatively low
level of knowledge on the subject, exposure will be increasing, and people will embrace smart
city technologies with more ease.
3.6 Innovative Technologies for Smart tourism Destinations

Cities and small municipalities are embracing the smart city movement—the growing practice
of connecting traditional infrastructure to “smart” technology to improve public safety, quality
of life, and environmental management. Smart city technologies have been adopted across the
world, and tourism destinations have begun to realize how these technologies can advance

sustainability, accessibility, business innovation, destination branding and marketing, and the
preservation of cultural heritage. Recent industry efforts, like Democracy, have highlighted
the important role technology can play in cultivating a participatory approach to tourism
governance and development.
Research at both Harvard and Cornell Universities on the Invisible Burden of Tourism has
demonstrated that tracking tourism costs at the utility level can help cities to understand the
underlying costs of tourism on their infrastructure. These costs—both social and
environmental—often remain “invisible” until the destination hits a breaking point. In fact,
destination managers require a new set of tourism indicators that enable ongoing monitoring
of tourism’s social and environmental impacts. Indicators should track six key areas:
• Energy and Greenhouse Gas Emissions

• Water
• Solid Waste
• Sewage and Wastewater Treatment
• Natural Capital
• Social Capital
Worldwide, Destination Management Organizations (DMOs) are transitioning to new models

that are better adapted to today’s tourism issues and destination managers are responsible for
the active management of tourism’s impacts. This makes working with local smart city
initiatives even more enticing, as these innovations can help destination managers address
negative tourism impacts like overcrowding, rising housing costs, the disruption of residents’
way of life, and the degradation of precious natural and cultural heritage.
Smart hotels and rooms
Smart hotels and rooms have incorporated voice-activated assistants, smart mirrors, and
automated lighting, temperature controls and activating entertainment from the guests’ mobile
devices. In many hotels, guests can control their in-room experience through their smartphones
and smartwatches without ever having to interact with hotel staff. At the same time, powerful
solutions like Samsung LYNK Cloud and LG Pro:Centric allow hotels to customize menus and
their guest room TVs to look, feel and act like the property itself.

Additionally, some hotels now offer keyless check-in, eliminating the need for traditional room
keys. Guests simply use their smartphones to access their rooms, enhancing safety and security
while also providing a more seamless check-in experience
Augmented and virtual reality
Augmented and virtual reality (AR and VR) technologies are transforming travel experiences,
allowing travelers to experience a destination before they arrive. AR and VR can provide
virtual tours and immersive experiences, allowing travelers to explore and interact with
destinations, attractions, and landmarks.
AR and VR could aid in real-time and reliable navigation, room booking, and virtual visits to
hotels, restaurants, spas, and fitness centers. Tourists can enjoy rich gourmet restaurants, locate
notable historical events, and cultural experiences of surrounding places with this technology,
which improves guest satisfaction through efficient marketing and works as a tool in hospitality
management. Virtual guides can help tourists navigate foreign cities, providing directions and
suggestions for places to visit.
For example, Villa, a prominent VR world creation and collaboration platform, allows users to
fly around the world, or hone-in on Jerusalem, and five other 3D cities and regions around the
world. Users can ride a hot air balloon in Denver, Colorado, or go jet skiing in Tel Aviv, for
example.
Contactless technology
Contactless technology has become increasingly popular in the travel industry as a result of the
COVID-19 pandemic. In addition to promoting safety, contactless technology also enhances
the travel experience by eliminating the need to stand in long lines or handle physical keys. As
such, contactless technology is likely to remain a prominent trend in the travel industry even
after the pandemic becomes history.
For example, the US-based airline JetBlue Airways launched a pilot program in Boston Logan
International Airport that allowed travelers to board their flights by scanning their faces instead
of using a physical boarding pass. The technology utilizes biometric matching to verify that
the traveler's face matches the photo on their passport and eliminates the need for travelers to
physically touch any boarding pass or kiosk.
Artificial Intelligence

The integration of AI into the hospitality and tourism industry has the potential to revolutionize
the sector. A study by the World Travel & Tourism Council suggests that AI and Machine
Learning could result in a $1 trillion boost in global economic activity from the travel and
tourism sector by 2025. The study found that AI-enabled features such as smart personalization,
automated customer service, voice recognition, virtual reality, and facial recognition are all
expected to become more prevalent shortly.
3.7 Smart Island & Virtual Technology effect in Smart Tourism

New developments in technology and science have drawn substantial attention worldwide since
the last century and motivated designers and researchers to investigate the potential of applying
new devices and techniques to change people’s lives and environments. With the wide
diffusion of the concepts of the digital city and the smart city in addition to governments and
organizations, planners and designers have also realized that tremendous advances will result
from new technologies. Dubai is a location where innovation and tradition exist together.
Situated in the centre of the Middle East, this vibrant metropolis dazzles with its opulent towers,
luxurious shopping malls, and endless golden sand dunes. However, beneath the gloss and
flash, there is a thriving centre of technical advancement, a place where the future is warmly
embraced. This is especially true in Dubai's tourism sector, where several Smart Tourism
Initiatives have been put into practice. Imagine your hotel room door sensing your presence
and opening automatically as you approach, or having your face scanned at the airport in place
of your passport. It sounds like something from a science fiction novel. However, it's already
taking place in many countries. Smart tourism initiatives are those ingenious technological
applications that streamline, personalize, and bring travel to a completely new level. Staying at
a place like Anantara World Islands Dubai is an experience in itself. It's even better with smart
hotels. Imagine a space that knows how you like it to be lighted and heated and a smart mirror
that can provide you with the news while you brush your teeth. It all comes down to offering a
distinctive and unique experience.
3.8 Enhancing Mobility in Smart Cities for Tourists

The travel industry has recently shifted its focus to improving travellers' mobility through
technological and innovative ways. Travel planning, booking, and experiences have changed a
lot because of technological advances. Some examples of how technological advancements and
new ideas are making travel easier for tourists:

• Mobile Applications: Mobile apps that are related to travel have changed how travellers
get information and services. Apps like Google Maps help travellers get around cities they
aren't familiar with by giving them real-time directions and transportation choices. Other
apps make things easier to do and more accessible by letting you book flights and hotels,
handle your plans, translate languages, and get suggestions from people in your area.
• Digital Travel Assistants: Virtual assistants, like chatbots and gadgets that can be
controlled by voice, help customers right away and make personalised suggestions. These
workers can help tourists book flights, hotels, and car rentals, and they can also answer
queries regarding places to visit, the weather, and fun things to do in the area. They simplify
the process of planning a trip and make the trip itself better.
• Smart Luggage and Tracking: Traveling is safer and faster because of to innovative
luggage that has GPS tracking and smart locks. Travellers can keep an eye on their bags in
real-time, get alerts about where they are, and lock or open their bags from afar. Some smart
luggage even has phone chargers and digital scales built in, so you don't need any other
tools.Biometrics and Facial Recognition: Biometric technology, such as facial recognition,
has simp
• lified airport check-in and security processes: Travelers may now swiftly confirm their
identities, cutting down on wait times and improving security. Additionally, biometrics
facilitate smooth border control, making it easy for travelers to navigate immigration
checkpoints.
• Internet of Things (IoT): Smart airports and hotels have been made possible by the
Internet of Things. When electronic devices and sensors are connected, travel goes more
smoothly. For example, airports equipped with IoT technology can provide real-time
updates on flight delays, gate changes, and baggage tracking. IoT-enabled technology lets
smart hotels offer automated check-ins, personalized services, and rooms that are tailored
to each guest.
• Virtual and Augmented Reality: The way travelers discover new places is changing
because of virtual reality (VR) and augmented reality (AR) technologies. Virtual tours let
tourists experience a place before they go there, which helps them decide what to do. AR
can give travelers real-time information about historical places, points of interest, and
directions, which helps them understand and get around in a new place.
• Sharing Economy Platforms: Travelers now have more alternatives for lodging and
transportation because of apps like Uber and Airbnb. These platforms provide simple and

cost-effective substitutes for traditional services by matching tourists with nearby hosts or
drivers. Travelers now have more options and freedom as a result of sharing economy
services, which improve transportation between locations.
Sustainable Mobility Solutions: Sustainable mobility options are also being driven by
innovation and technology. Ride-sharing services, electric cars, and bike-sharing services all
help reduce carbon emissions and encourage environmentally beneficial transportation options.
By using smartphone apps, travelers may access these possibilities, making their trips more
environmentally friendly and sustainable.
3.9 Conclusion
In conclusion, smart tourism and smart cities change how we travel and live. These interrelated
concepts use IoT, AI, and data analysis to improve tourism and city life. Smart tourism
emphasizes clean, green, ethical, and high-quality services at all levels to strengthen destination
bonds. Instead, smart cities attempt to make cities more technologically linked, green, and
comfortable, addressing energy usage and environmental effects. Smart tourism and smart
cities are changing how we travel and live.
Smart tourism combines information and communication technology with physical

infrastructure to create a more immersive travel experience. Smart and e-tourism differ in how
they integrate technology with the physical ecosystem. Smart cities are changing urban life
with sustainability, mobility, safety, economic growth, and reputation enhancement. They
provide an effective resource management, accessibility, and citizen quality of life plan. Smart
islands and virtual technologies combine history and innovation to create remarkable vacation
experiences. Smart technologies in tourism are personalizing and streamlining hospitality.
Smart tourism and smart cities, along with breakthrough technologies, will change how we
travel, experience locations, and engage with cities. It offers more sustainable, accessible, and
pleasurable tourism for all.

References
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Analyzing the effects of a network structure. Journal of Destination Marketing &
Management, 4(3), 145-150.
Chung, N., Lee, H., Ham, J., & Koo, C. ( 2021). Smart Tourism Cities’ Competitiveness Index:
A Conceptual Model. In Information and Communication Technologies in Tourism
2021 (pp. 433–438). Switzerland: Springer: Cham.
Cities 2023. (2023). Retrieved from European Capital and Green Pioneer of Smart Tourism:
https://smart-tourism-capital.ec.europa.eu/winners-and-finalists/cities-2023_en
(2020). Compendium of best practices. European Commission.
Dimitrios Buhalis, & Aditya Amaranggana. (2014). Smart Tourism Destinations. Switzerland:
Springer International Publishing Switzerland.
Giffinger, R., Fertner, C., Kramar, H., Kalasek, R., Milanović, N. P., & Meijers, E. (2007).
Smart cities - Ranking of European medium-sized cities. Vienna University of
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developments. Electronic Markets, 25, pages179–188.
Hollands, R. G. (2008). Will the real smart city please stand up? Taylor & Francis online, 303-
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Şanlıöz-Özgen, H. (2016). SUSTAINABLE TOURISM MANAGEMENT. Ankara: Detay
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(2013). Smart London Plan. London: London: Greater London Authority.
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systems: Convergence of information. Computers in Human Behavior, 50, 556-557.

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Department of Tourism &Hospitality Management

Book Part writing

01 Sanjid Islam ASH1921004M 3.1, 3.2, 3.3, 3.4 49 to 56,62

Date of Submission: 05 November, 2023

Chapter One: Smart Tourism And Smart Tourism Destination

Learning Objectives: .................................................................................................................. 5

Chapter 02: Smart Tourism Development And Application

2.1. Introduction ....................................................................................................................... 31

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Chapter 03: Smart Cities: Smart Tourism For The Future

Chapter objectives ................................................................................................................ 49

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Figure 1: Component and layers of smart tourism............................................................. 12

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CHAPTER ONE: SMART TOURISM AND SMART TOURISM DESTINATION

➢ To examine the components and characteristics of smart tourism destinations.

➢ To understand the relationship between smart tourism of AI and Technology.

➢ To know about Smart Tourism Destination.

➢ To assess the economic, social, and environmental sustainability of smart tourism

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1.2 What is Smart Tourism? Why does it matter?

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Why does Smart Tourism matter?

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Smart Cities and Tourism

Tourism and Artificial Intelligence can be a game-changing combination!

• Conversational platforms, such as voice assistants and chatbots:

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• Systems for personalization and recommendation:

• Making use of contextual and historical data:

1.3 The Concept & Components of Smart Tourism.

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The incorporation of ICTs into physical infrastructure is a crucial component of smart

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The smart experience: The smart experience component concentrates on improving

Figure 1: Component and layers of smart tourism

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Here are the key components of smart tourism:

The essential components of smart tourism are explained below:

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1.4 Five A's of Tourism and Smart Tourism.

• Accessibility: This is directly related to a city's accessibility, both physically and

• Attractions: According to Phocuswright, one-third of people value travel as a pastime

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Accessibility: Utilizing technology, smart tourism may significantly increase accessibility.

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Co-creation of value, Smart technology and Smart tourism

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1.6 The Relationship between AI and Tourism

1.7 Technology Acceptance: Smart tourism

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1.8 Smart. Tourism destination

1.9 Smart cities to Smart tourism destination

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