Destination management systems’ adoption and management model: proposal of a framework

ABSTRACT

The fast development in information and communication technologies transformed the tourism sector, raising relevant questions regarding the role of destination management organizations (DMOs) and the most appropriate way to implement and manage online platforms adopted by these organizations – destination management systems (DMSs). Nevertheless, the research concerning DMSs' adoption and management is scarce, mostly conceptual and highly fragmented, usually corresponding to theoretical discussions on a small set of adoption or management issues or to analysis of very specific examples of DMSs. This paper aims to overcome gaps in previous literature by deeply analyzing relevant factors for the adoption and management of this kind of systems. In-depth interviews were conducted with relevant organizations in DMS development and several American and European DMOs. The content analysis of the discourses resulted in a framework encompassing an adoption and management model – including reasons and challenges regarding DMSs’ adoption, management models, benefits resulting from DMS adoption – as well as current challenges and future perspectives for DMSs. The findings provide relevant theoretical and practical contributions. Theoretically, the paper highlights some discrepancies between the literature and the present study regarding the concept of DMSs, as well as reasons and challenges associated with their adoption and management. The need to rethink the role and management of these systems is also remarked. From a practical perspective, the framework proposed can be used by DMOs and other stakeholders engaged in the management of tourism destinations, in order to ensure the successful implementation and management of DMSs.

KEYWORDS:

• Destination management systems
• DMS
• destination management organizations
• DMO
• technology
• tourism
• management models
• adoption models
• framework

Additional information

Notes on contributors

João Estêvão

João Estêvão is a lecturer and researcher in the area of tourism studies. He completed his BA in Tour Operating Management at the Estoril Higher Institute for Hotel and Tourism Studies, in Portugal. He completed his MSc in Local Tourism Destination’s Management at the University of Barcelona, Spain. He is currently completing a PhD in Tourism at the University of Aveiro, Portugal, under the subject of the adoption of Information Technologies by tourism destinations. He teaches at the School of Economic Sciences and Organizations of the Lusophone University of Humanities and Technologies in Lisbon, Portugal. He has published in several journals and conferences and currently he is a researcher at the Research Unit on Governance, Competitiveness and Public Policies (GOVCOPP) of the University of Aveiro. His main research interests are e-Tourism, Smart Tourism Destinations, and Tourism Destination Marketing.

Maria João Carneiro

Maria João Carneiro is Assistant Professor of Tourism at the University of Aveiro (Portugal) and a researcher at the Governance, Competitiveness and Public Policies (GOVCOPP) Research Unit at the same university. She holds a Degree in Tourism Management and Planning from the University of Aveiro, an MBA from the New University of Lisbon and a PhD in Tourism, also from the University of Aveiro. Her research interests include competitiveness in tourism, consumer behavior in tourism, tourism destination marketing and technologies in tourism. She integrated the scientific committees of some national and international conferences, published several book chapters and several papers in international scientific peer-reviewed journals.

Leonor Teixeira

Leonor Teixeira graduated in Management and Industrial Engineering, received an MSc degree in Information Management and a PhD in Industrial Management area. She is currently an Assistant Professor at the Department of Economics, Management, Industrial Engineering and Tourism of the University of Aveiro and teaches in Technology and Information Systems areas. She integrated the scientific committees of some national and international conferences, has published in several journals and conferences, and currently is researcher at the Institute of Electronics and Telematics Engineering (IEETA) of Aveiro and at the Governance, Competitiveness and Public Politics (GOVCOPP) research units. Her main research interests are Information systems and technologies, Industry 4.0, Smart Factories and Smart Cities.