TOURISM INFORMATION SYSTEM
CHAPTER 11
LECTURER NAME: MALENEE A/P CHANDRAN
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Chapter 11
Destination Management
and Smart Destinations
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Chapter 11 Learning Objectives
After studying this chapter you should be able to:
1. Explain a Destination Management System (DMS) and the
features that it provides
2. Describe how a DMS can improve the management of
tourism in a destination
3. Explain the concept of smart destination and how
information technology can be used to support smart
destination management.
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Key Concepts
Destination management system (DMS)
Smart destinations
Knowledge-based and learning destinations
Recommender systems
Spatial tracking systems
Visitor information centers (VICs)
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Destination Management System (DMS)
Past: a computer database of the destination’s facilities
that augmented the traditional methods of information
provision such as brochures and visitor information centers
Present: highly complex, web-based platforms that
support broader functionality and communication through
a number of online channels
Fill a gap left by GDSs by representing a broader range of
products and services in a destination
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Destination Management System (DMS)
Definition
A dynamic web-based platform that integrates a wide
range of information about a destination’s tourism
products.
It also provides an infrastructure to support different types
of e-commerce (e.g., B2B, C2B, and G2B) in the
destination.
Additionally, it allows interaction with different
stakeholders (e.g., suppliers, visitors), data collection and
information visualization.
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Destination Management System (DMS)
Functions
Content: information provisions such as search functions
and listings of tourism facilities, attractions and services;
Promotion: techniques to attract visitors from other
channels such as search engine optimization and
advertisements in other websites; and
eCommerce: transactions related features targeting
behavioral outcomes of visitors.
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DMS Dimensions (Li and Wang, 2010)
Transaction
Communication Relationship
Core
Information Technical merit
Dimensions
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Intermediaries
Supplier Databases
Social Media
Travelers
Web
DMO Applications
Statistical Analysis Interface
Crisis Management
Economic Impact Measures DMS
Market Intelligence
Search Engines
Overseas Marketing
Offices
Visitor Information Information
Centers Kiosks
Figure 11.1 DMS Connectivity
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Destination Management System (DMS)
Key Advantages
Facilitate the destination’s coordination and
integration with suppliers;
Remove the need for intermediaries and increase
revenues;
Give the destination a more effective presence in
the marketplace
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Smart Destinations
Exploit operational, near-real-time real-world data, integrate and share
data, and use complex analytics, modelling, optimization and visualizations
to make better decisions
Shift from e-Tourism to Smart Tourism (Gretzel et al., 2015)
e-Tourism Smart Tourism
Sphere Digital Bridging digital & physical
Core technology Websites Sensors & smartphones
Travel phase Pre- & post-travel During trip
Lifeblood Information Big data
Paradigm Interactivity Co-creation
Structure Value chain/intermediaries Ecosystem
Exchange B2B, B2C, C2C Public-private-consumer collaboration
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Smart Destinations
Smart Experience DATA
Processing
Collection
Exchange
Smart Business Ecosystem
Smart Destination
Figure 11.2 Components and layers of smart tourism
(Source: Gretzel et al., 2015)
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Destination Research
Statistical data collection and analysis
Onsite surveys using tablets/kiosks
Online post-experience surveys
Statistical analysis
Spatial tracking
Tourism analytics and big data
Machine learning
Data mining
Data visualization
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Crisis and Risk Planning
Knowledge and information technology are powerful resources to
help governments, private firms and the communities prevent, plan
for, and recover from various types of disasters and crises
Three stages of disaster management
Prevention and planning: IT systems can store policies and
databases of relevant information.
Strategic implementation: IT and data networks support crisis
communication with stakeholders
Evaluation and feedback: IT provides communication facilities,
websites and mobile sites for the feedback.
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Knowledge-based Destinations
Features of a knowledge-based destination are:
Ubiquitous access of new IT technology for all stakeholders
(including local residents, businesses, visitors);
Instruments to make knowledge and information accessible to
stakeholders in a systematic and efficient manner;
A culture which encourages development of innovative goods
and services for the stakeholders; and
Mechanisms to ensure that every stakeholder group is given an
opportunity to participate in the innovation process (Racherla,
Hu, & Hyun, 2008)
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Learning Destinations
Destinations need to create a soft infrastructure to become learning
destinations. This includes:
local knowledge
learning and creativity
trust
networks
conversion of tacit to explicit knowledge
collaboration and cooperation
IT infrastructure is necessary for these features.
Soft infrastructure includes keeping track of events, documenting
findings, building databases, and tracking performance indicators.
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Discussion Questions
1. Choose a destination not mentioned in this chapter and describe and
analyze its DMS and information infrastructure. What
recommendations do you have for the destination to become more of
a knowledge-based destination?
2. Compare and contrast the social media strategies of two destinations
in promoting their destination. What recommendations can you give
them to improve?
3. With a destination of your choice, analyze its visibility on various
search engines. Suggest how the DMO could improve its visibility.
4. Choose two destination websites and analyse each of their strengths
and weaknesses.
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Case Study Smart Destination Vienna
Largest city in Austria with a population of about 1.8 million
12-15 million overnight stays
SMART Vienna 2020 is a strategic initiative which aims to offer
visitors and residents a high quality of life through responsible,
sustainable use of resources
Smart city features:
Strong emphasis on public transport networks
’Green’city: 850 public parks and gardens covering 19 million square meters
Smart destination strategy:
Smart mobility management
Destinations within the destination
Digital tourism
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