Destination management systems’ adoption and management model: proposal of a framework

Abstract

ABSTRACT The fast development in information and communication technologies transformed the tourism sector, raising relevant questions regarding the role of destination management organizations (DMOs) and the most appropriate way to implement and manage online platforms adopted by these organizations – destination management systems (DMSs). Nevertheless, the research concerning DMSs' adoption and management is scarce, mostly conceptual and highly fragmented, usually corresponding to theoretical discussions on a small set of adoption or management issues or to analysis of very specific examples of DMSs. This paper aims to overcome gaps in previous literature by deeply analyzing relevant factors for the adoption and management of this kind of systems. In-depth interviews were conducted with relevant organizations in DMS development and several American and European DMOs. The content analysis of the discourses resulted in a framework encompassing an adoption and management model – including reasons and challenges regarding DMSs’ adoption, management models, benefits resulting from DMS adoption – as well as current challenges and future perspectives for DMSs. The findings provide relevant theoretical and practical contributions. Theoretically, the paper highlights some discrepancies between the literature and the present study regarding the concept of DMSs, as well as reasons and challenges associated with their adoption and management. The need to rethink the role and management of these systems is also remarked. From a practical perspective, the framework proposed can be used by DMOs and other stakeholders engaged in the management of tourism destinations, in order to ensure the successful implementation and management of DMSs.