Digital transformation and tourist experience co-design: big social data for planning cultural tourism

Cuomo, Maria Teresa, Tortora, Debora, Foroudi, Pantea ORCID logoORCID:, Giordano, Alex, Festa, Giuseppe and Metallo, Gerardino (2021) Digital transformation and tourist experience co-design: big social data for planning cultural tourism. Technological Forecasting and Social Change, 162 , 120345. pp. 1-9. ISSN 0040-1625 [Article]

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Digital transformation has completely changed the demand/offering interaction in the travel industry, as well as largely affecting the customer journey. In this direction, “big social data” and user-generated content have become key sources of well-timed and rich knowledge supporting data driven decision approaches addressed the managing of complex relationships. Based on this theoretical framework, the paper suggests how to apply “big social data” in the tourist experience co-design, providing an increased value for the visitors and a better decision making approach for managers. In this respect, the field analysis concentrated specifically on user-generated content regarding the Pompeii Archaeological Site (P.A.S.), to trace valuable insights for the tourist experience. Based on double stage of research – netnographic analysis and a supplementary online survey – the study aimed to detect: (a) tourist perception on the P.A.S.; (b) random chat on the part of internet users (tourists and other browsers, not necessarily visitors) on the topic of the P.A.S.; (c) the main characteristics of the P.A.S. that attract internet user attention; (d) the main topics debated by influencers/opinion leaders managing online discussions on the P.A.S. managerial and theoretical implications were investigated highlighting the main limitations of the study as well.

Item Type: Article
Research Areas: A. > Business School > Marketing, Branding and Tourism
Item ID: 31007
Notes on copyright: © 2020. This manuscript version is made available under the CC-BY-NC-ND 4.0 license
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Depositing User: Pantea Foroudi
Date Deposited: 23 Sep 2020 07:43
Last Modified: 29 Nov 2022 18:03

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