Abstract
The aim of the study is to determine the impact of smart technologies on the formation of a positive experience of visitors to sustainable smart destinations. The aspects of consumer behavior in the context of the "Customer Journey Map" model are considered. A research framework was developed combining three research hypotheses. The proposed model was empirically tested on the basis of quantitative methods. Zaryadye Park in Moscow was chosen as a smart destination for the study. The results obtained demonstrated that smart technologies influence consumer behavior at all three stages of the “Customer Journey”. The strongest influence is manifested in the preliminary and active stages; at the reflexive stage it weakens. This study opens up a new understanding of the impact of smart technologies, its results have theoretical and marketing significance of sustainable smart destinations management systems.
Highlights
Sustainable socio-economic development of the region, on the one hand, is the result of a common approach to understanding sustainable development, on the other hand, it is a result largely determined by the state of tourism
The study used regression analysis to determine the impact of smart technology on travelers at three stages of the customer journey
The results showed that the three stages of the “customer journey” had a significant correlation with the quality of the visiting experience
Summary
Sustainable socio-economic development of the region, on the one hand, is the result of a common approach to understanding sustainable development, on the other hand, it is a result largely determined by the state of tourism. Tourist spending provides significant revenue to the local budget. Which they can spend on the purchase of domestic goods and services, thereby creating a new round of economic activity. The growth of the tourist flow leads to an increase in the demand for labor resources in tourism, and in related sectors of the economy, providing an increase in the employment of local labor resources, including the expansion of effective employment for women and youth. Tourism has a positive impact on sustainable development by contributing to the preservation of national and socio-cultural characteristics of the region. Tourism and the hospitality industry is an information-rich area, where the collection, transmission and processing of information are of great importance in making decisions at all levels of tourism management
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