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This study aims to provide an overview of the evolution of knowledge on smart destinations and identify the key issues addressed in the smart destination research domain, the main themes and sub-themes and research gaps in smart destination research as well as the future research agenda to address those gaps.

A bibliometric analysis of 409 studies published on smart destinations literature was conducted using the Bibliometrix R-package to provide a comprehensive review of studies published on smart destinations and identify the main research themes, gaps in the literature and future research opportunities.

Based on the research findings, a conceptual model of smart destination research has been proposed. This conceptual model can serve as a foundation for further knowledge generation in this research area. The findings also shed light on future research directions, highlighting research opportunities for the exploitation of cutting-edge innovations and digitalization across various dimensions of smart destinations.

Although past research has paid attention to the theme of smart destinations, this work advances scientific knowledge by providing a foundation for a new smart destination management paradigm focusing on accessibility, sustainability, digitization, experience co-creation and creativity as milestones.

本研究旨在提供关于智慧目的地知识演变的概览, 并确定智慧目的地研究领域中涉及的关键问题、主要主题和子主题, 以及智慧目的地研究的研究空白, 同时提出未来研究议程以填补这些空白。

本研究利用 Bibliometrix R 软件对发表的409篇智慧目的地文献进行了文献计量分析, 以全面回顾关于智慧目的地的研究, 并确定主要研究主题、文献中的空白以及未来的研究机会。

基于研究结果, 本研究提出了智慧目的地研究的概念模型。该概念模型可作为进一步知识生成的基础。研究发现还为未来研究方向提供了启示, 强调了利用先进创新和数字化技术在智慧目的地各个维度上进行研究的机会。

尽管过去的研究关注了智慧目的地的主题, 但本研究通过提出以可达性、可持续性、数字化、体验共创和创意为里程碑的新智慧目的地管理范式, 推进了科学知识的发展。

In recent decades, a significant number of research contributions have been made to the intersection of digital technologies and the tourism industry. However, a thorough examination of digitalization and digital transformation in the tourism industry has not been given sufficient consideration. This study aims to provide a bibliometric review of digitalization and digital transformation research in the tourism industry and devise future research agendas to advance the research field.

This study uses the Scientific Procedures and Rationales for Systematic Literature Reviews (SPAR-4-SLR) protocol and a bibliometric analysis to examine the research progress and scientifically map the research domain of digitalization and digital transformation in the tourism industry from 2002 to 2023 using bibliographic data retrieved from the Scopus and Web of Science.

This study presents the trends in publications and citations within the digitalization and digital transformation research domain in tourism. The findings also provide insights into the four primary clusters of the research field: digital innovation, smart tourism ecosystem, eTourism and smart destination experience. To further augment the application of digital transformation, this study offers several recommendations for future research on digitalization and digital transformation of the tourism industry.

This study provides valuable implications to researchers, managers and policymakers seeking to understand the current state and future research directions in tourism’s digitalization and digital transformation research field.

This study advances the research field of digitalization and digital transformation in the tourism industry by thoroughly examining the primary research clusters in the research corpus of the past two decades. Furthermore, it guides future research, thereby setting the stage for further progress in this domain.

近几十年来, 数字技术与旅游业的交叉领域做出了大量研究贡献。 然而, 对旅游业数字化和数字化转型的深入审视尚未得到充分考虑。本研究旨在对旅游业数字化和数字化转型研究进行文献计量回顾, 并制定未来的研究议程以推进该研究领域的发展。

本研究利用系统文献综述的科学程序和原理（SPAR-4-SLR）协议和文献计量分析来检验研究进展并科学地绘制旅游业数字化和数字化转型的研究领域 使用从 Scopus 和 Web of Science (WOS) 检索到的书目数据从 2002 年到 2023 年。

本研究呈现了旅游业数字化和数字化转型研究领域出版物和引用的趋势。 研究结果还提供了对该研究领域的四个主要集群的见解：数字创新、智能旅游生态系统、电子旅游和智能目的地体验。 为了进一步增强数字化转型的应用, 本研究为旅游业数字化和数字化转型的未来研究提出了几点建议。

本研究通过深入研究过去二十年研究语料库中的主要研究集群, 推进了旅游业数字化和数字化转型的研究领域。 此外, 它指导了未来的研究, 从而为该领域的进一步进展奠定了基础。

本研究为寻求了解旅游业数字化和数字化转型研究领域现状和未来研究方向的研究人员、管理者和政策制定者提供了有价值的启示。

En las últimas décadas, se ha realizado un número significativo de contribuciones de investigación a la intersección de las tecnologías digitales y la industria del turismo. Sin embargo, no se ha prestado suficiente atención a un examen exhaustivo de la digitalización y la transformación digital en la industria del turismo. Este estudio tiene como objetivo proporcionar una revisión bibliométrica de la investigación sobre digitalización y transformación digital en la industria del turismo y diseñar futuras agendas de investigación para avanzar en el campo de la investigación.

Este estudio utiliza el protocolo de Procedimientos y fundamentos científicos para revisiones sistemáticas de la literatura (SPAR-4-SLR) y un análisis bibliométrico para examinar el progreso de la investigación y mapear científicamente el dominio de investigación de la digitalización y la transformación digital en la industria del turismo. de 2002 a 2023 utilizando datos bibliográficos recuperados de Scopus y Web of Science (WOS).

Este estudio presenta las tendencias en publicaciones y citas dentro del dominio de investigación sobre digitalización y transformación digital en turismo. Los hallazgos también brindan información sobre los cuatro grupos principales del campo de investigación: innovación digital, ecosistema de turismo inteligente, turismo electrónico y experiencia de destino inteligente. Para aumentar aún más la aplicación de la transformación digital, este estudio ofrece varias recomendaciones para futuras investigaciones sobre la digitalización y la transformación digital de la industria turística.

Este estudio avanza en el campo de investigación de la digitalización y la transformación digital en la industria del turismo al examinar en profundidad los principales grupos de investigación en el corpus de investigación de las últimas dos décadas. Además, orienta la investigación futura, sentando así las bases para mayores avances en este ámbito.

Este estudio proporciona implicaciones valiosas para los investigadores, administradores y formuladores de políticas que buscan comprender el estado actual y las direcciones futuras de la investigación en el campo de la digitalización y la transformación digital del turismo.

The COVID-19 pandemic has significantly impacted global tourism, with international travel bearing the burden of restrictions. Domestic tourism has also faced substantial challenges. This paper aims to analyse the impact of the COVID-19 pandemic on domestic tourism in Spain, focusing on travel from Madrid (the country’s capital) to other tourist destinations.

Mobile phone data has been used to study the evolution of tourist trips over the summers of 2019, 2020 and 2021. Regression models are used to explain the number of visitors at destinations.

The pandemic not only caused a drastic drop in tourist flows but also disrupted the overall pattern of the domestic flow system. Winning destinations were typically areas in proximity to Madrid and less densely populated destinations, while urban destinations were major losers. The preferences of domestic tourists varied notably by income group, but the decrease in trip volumes showed only marginal differences.

The paper demonstrates the potential of mobile phone data analysis to study the uneven impact of external shocks, such as the COVID-19 pandemic, on tourist destinations. This approach considers spatial resilience heterogeneity within regions or provinces. By incorporating income information, the analysis introduces a social dimension to highly detailed spatial data, surpassing traditional studies conducted at the regional or national levels.

COVID-19大流行对全球旅游业产生了重大影响，国际旅行受到了限制的影响最为严重。国内旅游也面临着重大挑战。本文分析了COVID-19大流行对西班牙国内旅游的影响，重点关注从马德里（该国首都）到其他旅游目的地的旅行。

本研究使用移动电话数据研究了2019年、2020年和2021年夏季旅游出行的演变。采用回归模型解释了各目的地游客数量。

大流行不仅导致了旅游流量急剧下降，还扰乱了国内流动系统的总体模式。获胜的目的地通常是马德里附近的地区和人口较稀少的目的地，而城市目的地是主要的输家。国内游客的偏好在收入群体之间有明显差异，但旅行量的减少只显示出边际差异。

本文展示了使用移动电话数据分析研究外部冲击（如COVID-19大流行）对旅游目的地的不均匀影响的潜力。该方法考虑了区域或省份内的空间弹性异质性。通过整合收入信息，该分析为高度详细的空间数据引入了社会维度，超越了传统在区域或国家水平进行的研究。

The normalization of COVID-19 disease prevention has presented a major opportunity for the transformation and upgrade of cultural and tourism products in Taiwan. This paper aims to explore the attractiveness of Taiwanese military dependents’ villages, known as juancun, two studies were conducted to test the path relationships of juancun experiencescape, authenticity, memorability and revisit intention.

This research conducted two studies by using a mixed sampling of snowball sampling and purposive sampling for the questionnaire survey. Based on the 397 valid questionnaires retained in Study 1, a cultural heritage site experiencescape was developed and validated; in Study 2, 393 valid questionnaires were collected, and structural equation modeling was conducted to test hypotheses that were developed drawing on the stimulus–organism–response model and theory of buyer behavior.

It is revealed that cultural heritage site experiencescape include natural and cultural, social, sensory and functional factors and that the experiencescape affects authenticity positively; “existential authenticity–memorability” mediates the relationship of experiencescape and revisit intention, whereas co-creation behavior has the positive moderating effects on the relationship of experiencescape and authenticity.

The research developed an experiencescape scale for cultural heritage sites and described the managerial implications for destination management organizations regarding product development and service design.

COVID-19疫情防控的常态化为台湾的文化和旅游产品升级转型提供了巨大的契机。为了明确台湾眷村的旅游吸引力, 本研究操作两个研究设计以检定眷村体验景观、真实性、难忘性及重游意图之间的路径关系。

本研究操作的两个研究设计皆采用滚雪球抽样和目的性抽样的混合抽样方法进行问卷调查。基于研究设计一回收的397份有效问卷, 发展和验证了眷村文化遗产地体验景观量表; 运用研究设计二回收的393份有效问卷, 操作结构方程模型分析以检定基于刺激-机体-反应理论和买方行为理论发展的假设。

本研究揭示了文化遗产地体验景观包含自然与文化、社会、感官、功能性因素; 体验景观正向影响真实性; “存在主义真实性-难忘性”中介调节体验景观和重游意图的关系; 共创行为正向调节体验景观与真实性的关系。

本研究发展了文化遗产地体验景观量表, 并就产品发展和服务设计为旅游目的地管理组织提供了实务建议。

Esta investigación llevó a cabo dos estudios mediante un muestreo mixto de bola de nieve y muestreo intencionado para la encuesta por cuestionario. A partir de los 397 cuestionarios válidos retenidos en el Estudio 1, se desarrolló y validó el experiencescape del patrimonio cultural; en el Estudio 2, se recogieron 393 cuestionarios válidos y se realizó un modelado de ecuaciones estructurales para probar las hipótesis que se desarrollaron a partir del modelo estímulo-organismo-respuesta y la teoría del comportamiento del comprador.

La normalización de la prevención de la enfermedad COVID-19 ha supuesto una gran oportunidad para la transformación y mejora de los productos culturales y turísticos de Taiwán. Para explorar el atractivo de las aldeas de los familiares de militares en Taiwan, conocidos como juancun, se realizaron dos estudios para probar las relaciones de trayectoria del experiencescape del juancun, la autenticidad, la memorabilidad y la intención de volver a visitarlo.

Se revela que el experiencescape del patrimonio cultural de la aldea militar incluye factores naturales y culturales, sociales, sensoriales y funcionales, y que el experiencescape afecta positivamente a la autenticidad; la “autenticidad existencial-memorabilidad” media en la relación del experiencescape y la intención de volver a visitarlo, mientras que el comportamiento de cocreación tiene los efectos moderadores positivos en la relación del experiencescape y la autenticidad.

La investigación desarrolló una escala de experiencescape para el patrimonio cultural del sitio y describió las implicaciones gerenciales para las organizaciones de gestión de destinos en relación con el desarrollo de productos y el diseño de servicios.

This study aims to conduct a bibliometric analysis of sustainable tourism research published in Scopus-indexed journals covering the period from 1997 to 2021. Articles published during these 25 years were subjected to science mapping and performance analysis to propose potential areas for future research.

A bibliometric analysis using performance analysis and science mapping was conducted on 1,754 research papers retrieved from the Scopus database using the keyword “sustainable tourism.” Biblioshiny and VOSviewer are commonly used bibliometric tools. Science mapping techniques use coauthorship, keyword co-occurrence and co-citation analyses.

This study revealed the sustainable tourism publications’ spatial and temporal patterns, indicating a yearly growth rate of 19.9% during a 25-year period. The study identified Stefan Gossling as the most influential author, the “Journal of Sustainable Tourism” as the leading journal and Australia as the most productive country in sustainable tourism literature. The study used co-citation analysis to identify five thematic clusters, namely, reconceptualization and criticism, the role of residents, eco-labeling and the role of stakeholders, community-based tourism and the shift toward establishing sustainability indicators and effective governance and policymaking. The coauthorship analysis identifies the most influential author in collaborative efforts, and the most common pattern of collaboration is between researchers from different institutions in the same country, such as China and the Philippines, followed by collaborations between authors from other countries. The keyword co-occurrence analysis uncovered keywords that aligned with theme clusters generated from the co-citation analysis.

This study comprehensively uncovers five thematic clusters that have never been extracted so far in the literature. Also, it attempts to fill the gaps related to sustainable tourism by suggesting directions for future research.

Tourism destination marketers use videos that incorporate storytelling and visual and audio components to evoke emotional arousal and memorability. This study aims to examine the increase in participants’ level of arousal and the degree of memorability after watching two different videos.

A quasi-experimental study was conducted with 45 participants who watched two destination promotional videos. One video used storytelling whereas the other used scenic images and music. The level of arousal was measured using both tonic and phasic electrodermal activity levels. The memorability of each video was measured after seven days by testing the recall accuracy.

Scenic imagery and music videos were associated with higher-than-average arousal levels, while storytelling videos generated larger-amplitude arousal peaks and a greater number of arousal-evoking events. After a week, the respondents recalled more events from the storytelling video than from the scenery and musical advertisements. This finding reveals that the treatment, storytelling and sensory stimuli in advertising moderate the impact of arousal peaks and memorability.

These results indicate that nonnarrative videos using only sceneries and music evoked a higher average level of arousal. However, memorability was associated with higher peak levels of arousal only in narrative storytelling. This is the first tourism study to report the effects of large arousal peaks on improved memorability in advertising.

This study aims to focus on assessing the psychometric properties necessary to validate the internal structure of the TOURQUAL scale.

A quantitative research study was conducted in collaboration with the Brazilian Network of Tourism Observatories, comprising 927 respondents surveyed between October 2021 and May 2022. The data analysis involved the application of descriptive statistics and exploratory factor analysis, in alignment with the principles outlined in the Standards for Educational and Psychological Testing 2014 to validate the scale.

The findings of this study validate the TOURQUAL scale as a robust tool for assessing the perceived quality of tourist services, with results demonstrating one-dimensionality and replicability.

To the best of the authors’ knowledge, this study is the first to assess the psychometric properties for validating the internal structure of the TOURQUAL scale.

This study aims to explore how social media affects decision-making among tourists and whether there is a potential effect of age, which is studied through generations. For this purpose, baby boomers, Gen X, Gen Y and Gen Z tourists are studied and real-time implications are offered.

The study adopts a descriptive and exploratory design where the conceptual model of social media-based decision-making is developed through a review of the literature. Quantitative analysis is conducted on primary data from 600 Indian tourists. This is done using a self-administered questionnaire adopted from Gulati (2022) after checking its validity and reliability. The statistical analysis for hypothesis testing is done using PLS-SEM path modelling on pooled data. To study the categorical moderating effect of generations, partial least squares multigroup analysis (PLS-MGA) is performed as a paired comparison on every successive generation.

After testing every successive younger generation with an older generation through PLS-MGA, none of the pairs found any significant differences in path coefficients, as the values obtained were 0.05 < p < 0.95 for all five paths (SM → NR, SM → IS, SM → E, SM → P, SM → PPB). This indicates all the generations behave in a similar manner irrespective of them being older or younger, and age does not moderate social media’s impact on decision-making among Indian tourists.

The study establishes India as a unique geographical market and suggests tourism marketers to treat all generations at par, irrespective of age, as they behave and interact with social media in a similar manner. But, because this study is restricted to a single geographical location, i.e. India, further regions can be explored for global generalisation. Future research can also explore other demographics for combined, moderated analysis. Findings from the study suggest that marketers should ensure that equal attention is given to all generations as they engage with social media in a similar manner. Targeted marketing using artificial intelligence can help in ensuring custom ads. Personalisation according to generations can also facilitate greater purchases.

The study fills a major population and knowledge gap by exploring a topic that has been highly under-researched. Also, the study adopts an inclusive approach by analysing all the generations, both younger and older, to understand the potential effect of age on moderating the impact that social media has on tourist decision-making. Further, real-time suggestions and implications are offered to tourism marketers with special reference to the Indian tourism industry.

The purpose of the chapter was to examine the impact of customer care chatbots on customer satisfaction levels in the mobile telephony industry in Zimbabwe, with a special focus on the company Econet Wireless. This chapter shows the conceptual framework used. An online questionnaire was administered to a sample of 100 Econet Wireless subscribers who were selected using probability stratified random sampling from Zimbabwe’s 10 provinces. The research data were collected and analysed for correlation, and a multiple regression analysis was carried out to identify the relationship between customer satisfaction and the three customer service improvements brought in by the introduction of customer service chatbots. The study discovered that there is a positive relationship between customer satisfaction levels and each of the three customer service improvements brought in by customer service chatbots, namely customer service convenience, speed of response, and omnichannel strategies. This study thereby proves that the introduction of customer service chatbots in the mobile telephony industry in Zimbabwe can lead to an improvement in customer satisfaction levels. However, addressing service quality only as a determinant of customer satisfaction in isolation is not sufficient to fully improve customer satisfaction levels. Therefore, organisations that seek to improve their customer satisfaction should consider strategies that address all determinants of customer satisfaction, namely price, product quality, service quality, situational factors, and personal factors. This study contributes to the body of knowledge, particularly regarding the use of artificial intelligence (AI) for customer service in developing economies.