IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v9y2017i12p2175-d120377.html
   My bibliography  Save this article

Digital Omotenashi: Toward a Smart Tourism Design Systems

Author

Listed:
  • Chaeyoung Lim

    (Department of Industrial Engineering and Economics, Tokyo Institute of Technology, Tokyo 152-8552, Japan)

  • Noha Mostafa

    (Industrial Engineering Department, Zagazig University, Zagazig 44519, Egypt)

  • Jaehyun Park

    (Department of Industrial Engineering and Economics, Tokyo Institute of Technology, Tokyo 152-8552, Japan)

Abstract

The tourism industry is currently facing many challenges; one of the main challenges is the lack of having smart tourism systems that make use of the recent advances in information and communication technology. Another challenge is designing such smart tourism systems while embracing diversified tourists’ sustainable values of experience (functional values, social values, emotional values, and epistemic values). In light of these challenges, the overall objective of this work is to design a smart tourism experience-centered system that considers social and technical perspectives. The Socio-Technical Systems theory was adopted as a theoretical foundation, and the Design Science Research methodology was used to develop a smart tourism system and a practical design artifact. A case study from the Japanese tourism context was studied by exploring tourists’ sustainable values of experiences and local staffs’ behaviors. The main problem was the dysfunctional communication between local service staffs and foreign tourists during the service process. After identifying the problem and the objectives, a relevant smart tourism system was synthesized and tested as a design artifact. The results of the utility test of the proposed artifact showed its effectiveness and efficiency in facilitating the service process and in creating multi-dimensional values of experience.

Suggested Citation

  • Chaeyoung Lim & Noha Mostafa & Jaehyun Park, 2017. "Digital Omotenashi: Toward a Smart Tourism Design Systems," Sustainability, MDPI, vol. 9(12), pages 1-20, November.
    • Handle: RePEc:gam:jsusta:v:9:y:2017:i:12:p:2175-:d:120377
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/9/12/2175/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/9/12/2175/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Charles C. Manz & Greg L. Stewart, 1997. "Attaining Flexible Stability by Integrating Total Quality Management and Socio-Technical Systems Theory," Organization Science, INFORMS, vol. 8(1), pages 59-70, February.
    2. Babin, Barry J & Darden, William R & Griffin, Mitch, 1994. "Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(4), pages 644-656, March.
    3. Junsheng Liu & Yaofeng Ma, 2017. "The Perceptual Differences among Stakeholders in the Tourism Supply of Xi’an City, China," Sustainability, MDPI, vol. 9(2), pages 1-21, February.
    4. Namho Chung & Chulmo Koo & Kyungmin Lee, 2017. "Assessing the Impact of Mobile Technology on Exhibition Attendees’ Unplanned Booth Visit Behaviour," Sustainability, MDPI, vol. 9(6), pages 1-15, May.
    5. Dimitrios Buhalis & Aditya Amaranggana, 2015. "Smart Tourism Destinations Enhancing Tourism Experience Through Personalisation of Services," Springer Books, in: Iis Tussyadiah & Alessandro Inversini (ed.), Information and Communication Technologies in Tourism 2015, edition 127, pages 377-389, Springer.
    6. Dimitrios Buhalis & Aditya Amaranggana, 2013. "Smart Tourism Destinations," Springer Books, in: Zheng Xiang & Iis Tussyadiah (ed.), Information and Communication Technologies in Tourism 2014, edition 127, pages 553-564, Springer.
    7. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    8. Gohar Feroz Khan, 2013. "Erratum to: Social media-based systems: an emerging area of information systems research and practice," Scientometrics, Springer;Akadémiai Kiadó, vol. 95(1), pages 181-182, April.
    9. Kim Boes & Dimitrios Buhalis & Alessandro Inversini, 2015. "Conceptualising Smart Tourism Destination Dimensions," Springer Books, in: Iis Tussyadiah & Alessandro Inversini (ed.), Information and Communication Technologies in Tourism 2015, edition 127, pages 391-403, Springer.
    10. Chiara Garau, 2015. "Perspectives on Cultural and Sustainable Rural Tourism in a Smart Region: The Case Study of Marmilla in Sardinia (Italy)," Sustainability, MDPI, vol. 7(6), pages 1-23, May.
    11. Gohar Feroz Khan, 2013. "Social media-based systems: an emerging area of information systems research and practice," Scientometrics, Springer;Akadémiai Kiadó, vol. 95(1), pages 159-180, April.
    12. Barbara Neuhofer & Dimitrios Buhalis & Adele Ladkin, 2015. "Technology as a Catalyst of Change: Enablers and Barriers of the Tourist Experience and Their Consequences," Springer Books, in: Iis Tussyadiah & Alessandro Inversini (ed.), Information and Communication Technologies in Tourism 2015, edition 127, pages 789-802, Springer.
    13. Sheth, Jagdish N. & Newman, Bruce I. & Gross, Barbara L., 1991. "Why we buy what we buy: A theory of consumption values," Journal of Business Research, Elsevier, vol. 22(2), pages 159-170, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Vitor Rodrigues & Celeste Eusébio & Zélia Breda, 2023. "Enhancing sustainable development through tourism digitalisation: a systematic literature review," Information Technology & Tourism, Springer, vol. 25(1), pages 13-45, March.
    2. Meron Tekalign & Nicole Groot Zevert & Amanuel Weldegebriel & Jean Poesen & Jan Nyssen & Anton Van Rompaey & Lindsey Norgrove & Bart Muys & Liesbet Vranken, 2018. "Do Tourists’ Preferences Match the Host Community’s Initiatives? A Study of Sustainable Tourism in One of Africa’s Oldest Conservation Areas," Sustainability, MDPI, vol. 10(11), pages 1-19, November.
    3. Sanaz Shafiee & Ali Rajabzadeh Ghatari & Alireza Hasanzadeh & Saeed Jahanyan, 2022. "Developing a model for smart tourism destinations: an interpretive structural modelling approach," Information Technology & Tourism, Springer, vol. 24(4), pages 511-546, December.
    4. Chunyu Jiang & Seuk Wai Phoong, 2023. "A ten-year review analysis of the impact of digitization on tourism development (2012–2022)," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-16, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Inessa Tyan & Mariemma I. Yagüe & Antonio Guevara-Plaza, 2020. "Blockchain Technology for Smart Tourism Destinations," Sustainability, MDPI, vol. 12(22), pages 1-11, November.
    2. Ana Isabel Polo Peña & Dolores María Frías Jamilena & Miguel Ángel Rodríguez Molina, 2017. "The effects of perceived value on loyalty: the moderating effect of market orientation adoption," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 93-116, March.
    3. Wang, Yi-Shun & Yeh, Ching-Hsuan & Liao, Yi-Wen, 2013. "What drives purchase intention in the context of online content services? The moderating role of ethical self-efficacy for online piracy," International Journal of Information Management, Elsevier, vol. 33(1), pages 199-208.
    4. Aurelio Scaglione & Daria Mendola, 2017. "Measuring the perceived value of rural tourism: a field survey in the western Sicilian agritourism sector," Quality & Quantity: International Journal of Methodology, Springer, vol. 51(2), pages 745-763, March.
    5. Erifili Papista & Athanasios Krystallis, 2013. "Investigating the Types of Value and Cost of Green Brands: Proposition of a Conceptual Framework," Journal of Business Ethics, Springer, vol. 115(1), pages 75-92, June.
    6. Dongwook Kim & Sungbum Kim, 2017. "The Role of Mobile Technology in Tourism: Patents, Articles, News, and Mobile Tour App Reviews," Sustainability, MDPI, vol. 9(11), pages 1-45, November.
    7. Arabela Briciu & Victor-Alexandru Briciu & Androniki Kavoura, 2020. "Evaluating How ‘Smart’ Brașov, Romania Can Be Virtually via a Mobile Application for Cultural Tourism," Sustainability, MDPI, vol. 12(13), pages 1-17, July.
    8. Saarijärvi, Hannu & Mitronen, Lasse & Yrjölä, Mika, 2014. "From selling to supporting – Leveraging mobile services in the context of food retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 26-36.
    9. Yuhan Ge & Qing Yuan & Yaxi Wang & Keunsoo Park, 2021. "The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China," Sustainability, MDPI, vol. 13(15), pages 1-19, August.
    10. repec:dgr:rugsom:04f04 is not listed on IDEAS
    11. Büyükdağ, Naci & Kitapci, Olgun, 2021. "Antecedents of consumer-brand identification in terms of belonging brands," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    12. Prarawan Senachai & Puthipong Julagasigorn, 2024. "Retail mix instruments influencing customer perceived value and customer engagement: a conceptual framework and research agenda," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.
    13. Christine Gonzalez & Élodie Huré & Karine Picot-Coupey, 2013. "Mobile application value for consumers," Economics Working Paper Archive (University of Rennes 1 & University of Caen) 201340, Center for Research in Economics and Management (CREM), University of Rennes 1, University of Caen and CNRS.
    14. Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.
    15. Davis, Lizhu & Hodges, Nancy, 2012. "Consumer shopping value: An investigation of shopping trip value, in-store shopping value and retail format," Journal of Retailing and Consumer Services, Elsevier, vol. 19(2), pages 229-239.
    16. Carlson, Jamie & Rahman, Mohammad M. & Taylor, Alexander & Voola, Ranjit, 2019. "Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 149-162.
    17. Činjarević Merima & Kožo Amra & Berberović Denis, 2019. "Sharing is Caring, and Millennials Do Care: Collaborative Consumption through the Eyes of Internet Generation," South East European Journal of Economics and Business, Sciendo, vol. 14(1), pages 49-60, June.
    18. Zhou, Jiaying & Dahana, Wirawan Dony & Ye, Qiongwei & Zhang, Qingyu & Ye, Mingqi & Li, Xi, 2023. "Hedonic service consumption and its dynamic effects on sales in the brick-and-mortar retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    19. Yeh, Ching-Hsuan & Wang, Yi-Shun & Yieh, Kaili, 2016. "Predicting smartphone brand loyalty: Consumer value and consumer-brand identification perspectives," International Journal of Information Management, Elsevier, vol. 36(3), pages 245-257.
    20. Muthaffar, Aisha & Vilches-Montero, Sonia, 2023. "Empowering retailers: A bounded rationality perspective to enhancing omnichannel journey satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    21. Dangelico, Rosa Maria & Alvino, Letizia & Fraccascia, Luca, 2022. "Investigating the antecedents of consumer behavioral intention for sustainable fashion products: Evidence from a large survey of Italian consumers," Technological Forecasting and Social Change, Elsevier, vol. 185(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:9:y:2017:i:12:p:2175-:d:120377. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.