Constructing a smart destination framework: A destination marketing organization perspective

Abstract

Smart destinations have emerged as a means of integrating physical and technological infrastructure to create seamless experiences for tourists and to improve the quality of life for residents. However, the operationalization of the smart destination concept, and especially the roles and functions of Destination Marketing Organizations (DMOs), remain poorly understood. This study uses interviews with experts in destination marketing, place management and technology, alongside analysis of Destination Marketing Systems (DMSs) to identify how DMOs can lead and facilitate the development and effective governance of smart innovations. The data are used to examine several key themes including: the potential for a ‘smart vision’ of the destination; the contributions of DMO leadership in smart destination strategies; the functions and utility of DMSs; the involvement of key destination stakeholders; and the supporting pillars of information technology infrastructure, sustainability, livability, and governance as the foundations for smart destination development. The article concludes by providing a conceptual framework that can help to comprehend and evaluate both the components of smart destinations and the roles of DMOs in their implementation and management. • Presents a framework for conceptualizing and evaluating Smart Destinations. • Encompasses IT, e-governance, sustainability, and livability domains of practice. • Uses multimethod strategy to assess Smart Destination initiatives in USA, UK, and Asia. • Examines Destination Marketing Organization and Destination Management System roles. • Identifies the value of DMO leadership in facilitating Smart Destination transition.