How smart is your tourism ? : designing a maturity model for lesser-known mountain resorts

Fux, Michael (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Grèzes, Sandra (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Imboden, Alain (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Fragnière, Emmanuel (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Fumeaux, Dominique (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis))

The development of smart cities has brought enormous benefits for the improvement of services such as transport, energy, online public services and the monitoring of their use. At the same time, in the context of tourism, the concept of smart destinations also offers advantages in mountain resorts, for example by facilitating customer journeys of tourists who discover the region, by enhancing their stay through the use of smart technology and by providing them with accurate and tailored information. However, it seems that only the very highend mountain destinations have benefited from these advantages. Indeed, becoming an intelligent destination requires significant investment, digital expertise and a culture of innovation. In this research, we are looking at small, lesser-known Swiss mountain destinations for which going "smart" is currently challenging. In this article, we present a new tool for diagnosing "smart" maturity which, thanks to information and communication technologies, enables us to focus above all on the weak links that significantly affect the customers' journeys (e.g. missing the last shuttle after skiing in order to be able to return to their hotel). Applying this tool will enable such destinations to identify ways to become a smart destination that are adapted to their scale and characteristics and that will allow them to remain competitive towards more established and larger destinations.


Conference Type:
published full paper
Faculty:
Economie et Services
School:
HEG-VS
Institute:
ITO-Institut de Tourisme
Subject(s):
Economie/gestion
Publisher:
Trento, Italy, 7-9 September 2020
Date:
2020-09
Trento, Italy
7-9 September 2020
Pagination:
7 p.
Published in:
Proceedings of the 27th Conference of Open Innovations Association (FRUCT)
Appears in Collection:

Note: The status of this file is: restricted


 Record created 2020-11-24, last modified 2021-01-05

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