Typology of people–process–technology framework in refining smart tourism from the perspective of tourism academic experts

ABSTRACT

Smart tourism is receiving growing attention among scholars and practitioners as it advances tourism development and enhances travel experience. Existing research focuses on various technological applications and opinions from users and suppliers. However, discussions from the perspective of academic experts on smart tourism are scarce. In addition, most studies focus on only a single aspect of either people, planning process, or technological components of smart tourism. On the basis of the people–process–technology (PPT) framework and in-depth interviews with tourism academic experts, this study argues that the successful development and implementation of smart tourism involves the integration of and interactions among people, process, and technology. Such insights can contribute to the current literature in understanding smart tourism management and the relevant practices with a collaborative mechanism combining all these components.

KEYWORDS:

• Smart tourism
• smart people
• smart planning
• smart technology
• people–process–technology framework

Acknowledgment

This work was supported by the Institute of International Business and Governance, with the substantial support of a grant from the Research Grants Council of the Hong Kong Special Administrative Region, China (UGC/IDS 16/17).

We would also like to thank Dr. Munhyang Oh for her comments in the initial development of this research, and the anonymous reviewers for their constructive comments to improve an early version of this paper.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Zhaoyu Chen

Zhaoyu Chen (Vicky), Ph.D., is a Lecturer at the Macao Institute for Tourism Studies, Macao, China. Her research interests include cultural tourism, heritage conservation and smart tourism.

Irene Cheng Chu Chan

Irene Cheng Chu Chan, Ph.D., is a Lecturer at the Macao Institute for Tourism Studies. Her research interests include technology management, and social media communication in tourism and hospitality.

Fuad Mehraliyev

Fuad Mehraliyev is a Research Assistant Professor in the Institute of International Business and Governance at Lee Shau Kee School of Business and Administration, The Open University of Hong Kong. His research interests include big data analytics, social media power and smart tourism.

Rob Law

Rob Law, Ph.D., is University of Macau Development Foundation Chair Professor of Smart Tourism in Asia-Pacific Academy of Economics and Management at the University of Macau. He is also affiliated with Department of Integrated Resort and Tourism Management, Faculty of Business Administration, University of Macau. His research interests are information management, technology applications, and smart tourism development.

Youngjoon Choi

Youngjoon Choi, Ph.D., is an Associate Professor in the Department of International Office Administration, the College of Science and Industry Convergence at Ewha Womans University, South Korea. His research interests include tourism and technology and event tourism.