In the context of extensive smart developments in amusement parks, this study aimed to understand how different smart tourism technologies could be transferred into tourists’ expectations of smart tourism experiences. Drawing on the Quality Function Deployment (QFD) methodology, this study established a House of Quality (HoQ) for smart developments by analyzing data from 20 interviews (10 tourists and 10 service providers) and 300 survey responses (250 tourists and 50 service providers). The results identified 14 smart tourism technologies in amusement parks, and revealed that they correlated in different ways with the four smart tourism experience attributes (accessibility, informativeness, interactivity, and personalization), thus laying a theoretical foundation for more comprehensive discussions of smart tourism design, and providing practical implications for staging the smart tourism experience in a better way.
AlterS. (2020). Making sense of smartness in the context of smart devices and smart systems. Information Systems Frontiers, 22(2), 381–393. https://doi.org/10.1007/s10796-019-09919-9
3.
AndersonJ. C.GerbingD. W. (1984). The effect of sampling error on convergence, improper solutions, and goodness-of-fit indices for maximum likelihood confirmatory factor analysis. Psychometrika, 49(2), 155–173. https://doi.org/10.1007/BF02294170
4.
AuW. C. W.TsangN. K. (2022a). Smart travel experiences: A bibliometric analysis of knowledge domains and research areas. Journal of Hospitality and Tourism Research. Advance online publication. https://doi.org/10.1177/10963480221130998
5.
AuW. C. W.TsangN. K. (2022b). What makes a destination smart? An intelligence-oriented approach to conceptualizing destination smartness. Journal of Travel & Tourism Marketing, 39(4), 448–464. https://doi.org/10.1080/10548408.2021.1972267
6.
AzisN.AminM.ChanS.ApriliaC. (2020). How smart tourism technologies affect tourist destination loyalty. Journal of Hospitality and Tourism Technology, 11(4), 603–625. https://doi.org/10.1108/JHTT-11-2019-0209
7.
BaggioR.MiceraR.Del ChiappaG. (2020). Smart tourism destinations: A critical reflection. Journal of Hospitality and Tourism Technology, 11(3), 407–423. https://doi.org/10.1108/JHTT-03-2020-0038
8.
BakirA.BaxterS. G. (2011). “Touristic fun”: Motivational factors for visiting Legoland Windsor theme park. Journal of Hospitality Marketing & Management, 20(3–4), 407–424. https://doi.org/10.1080/19368623.2011.562315
9.
Bastidas-ManzanoA. B.Sánchez-FernándezJ.Casado-ArandaL. A. (2021). The past, present, and future of smart tourism destinations: A bibliometric analysis. Journal of Hospitality & Tourism Research, 45(3), 529–552. https://doi.org/10.1177/1096348020968837
BrownA.KappesJ.MarksJ. (2013). Mitigating theme park crowding with incentives and information on mobile devices. Journal of Travel Research, 52(4), 426–436. https://doi.org/10.1177/0047287512468467
14.
BuhalisD. (2019). Technology in tourism-from information communication technologies to eTourism and smart tourism towards ambient intelligence tourism: A perspective article. Tourism Review, 75(1), 267–272. https://doi.org/10.1108/TR-01-2019-0007
15.
BuhalisD.LeungR. (2018). Smart hospitality—Interconnectivity and interoperability towards an ecosystem. International Journal of Hospitality Management, 71, 41–50. https://doi.org/10.1016/j.ijhm.2017.11.011
ChenK. H.LiuH. H.ChangF. H. (2013). Essential customer service factors and the segmentation of older visitors within wellness tourism based on hot springs hotels. International Journal of Hospitality Management, 35, 122–132. https://doi.org/10.1016/j.ijhm.2013.05.003
18.
ChengC. C.TsaiM. C.LinS. P. (2015). Developing strategies for improving the service quality of casual-dining restaurants: New insights from integrating IPGA and QFD analysis. Total Quality Management & Business Excellence, 26(3–4), 415–429. https://doi.org/10.1080/14783363.2014.959887
19.
ChengC. C.TsaiM. C.LinC. L. (2016). Quality education service: Put your feet in their shoes. Current Issues in Tourism, 19(11), 1120–1135. https://doi.org/10.1080/13683500.2014.948105
20.
ChoeY.FesenmaierD. R. (2017). The quantified traveler: Implications for smart tourism development. In Z. Xiang & D. Fesenmaier (Eds.), Analytics in smart tourism design: Concepts and methods (pp. 65–77). Springer. https://doi.org/10.1007/978-3-319-44263-1_5
21.
ChungN.HanH.JounY. (2015). Tourists’ intention to visit a destination: The role of augmented reality (AR) application for a heritage site. Computers in Human Behavior, 50, 588–599. https://doi.org/10.1016/j.chb.2015.04.026
22.
ChungN.LeeH.HamJ.KooC. (2021). Smart tourism cities’ competitiveness index: A conceptual model. In WörndlW.KooC.StienmetzJ. L. (Eds.), Information and communication technologies in Tourism 2021 (pp. 433–438). Springer. https://doi.org/10.1007/978-3-030-65785-7_42
23.
CrickA. P.SpencerA. (2011). Hospitality quality: New directions and new challenges. International Journal of Contemporary Hospitality Management, 23(4), 463–478. https://doi.org/10.1108/09596111111127722
24.
DavariD.VayghanS.JangS. S.ErdemM. (2022). Hotel experiences during the COVID-19 pandemic: High-touch versus high-tech. International Journal of Contemporary Hospitality Management, 34(4), 1312–1330. https://doi.org/10.1108/IJCHM-02-2021-0236
25.
DengL.TurnerD. E.GehlingR.PrinceB. (2010). User experience, satisfaction, and continual usage of IT. European Journal of Information Systems, 19, 60–75. https://doi.org/10.1057/ejis.2009.42
26.
DongP.SiuN. Y. M. (2013). Servicescape elements, customer predispositions and service experience: The case of theme park visitors. Tourism Management, 36, 541–551. https://doi.org/10.1016/j.tourman.2012.09.006
27.
FanX.JiangX.DengN. (2022). Immersive technology: A meta-analysis of augmented/virtual reality applications and their impact on tourism experience. Tourism Management, 91, Article 104534. https://doi.org/10.1016/j.tourman.2021.104534
28.
Femenia-SerraF.Ivars-BaidalJ. A. (2021). Do smart tourism destinations really work? The case of Benidorm. Asia Pacific Journal of Tourism Research, 26(4), 365–384. https://doi.org/10.1080/10941665.2021.1904217
29.
FornellC.LarckerD. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
30.
FuchsM.HöpkenW.FögerA.KunzM. (2010). E-business readiness, intensity, and impact: An Austrian destination management organization study. Journal of Travel Research, 49(2), 165–178. https://doi.org/10.1177/0047287509351964
31.
GelterJ.LexhagenM.FuchsM. (2021). A meta-narrative analysis of smart tourism destinations: Implications for tourism destination management. Current Issues in Tourism, 24(20), 2860–2874. https://doi.org/10.1080/13683500.2021.1961219
GretzelU.KooC. (2021). Smart tourism cities: A duality of place where technology supports the convergence of touristic and residential experiences. Asia Pacific Journal of Tourism Research, 26(4), 352–364. https://doi.org/10.1080/10941665.2021.1919127
HamJ.LeeK.KimT.KooC. (2019). Subjective perception patterns of online reviews: A comparison of utilitarian and hedonic values. Information Processing & Management, 56(4), 1439–1456. https://doi.org/10.1016/j.ipm.2019.02.005
36.
HanD. I. D.JungT.Tom DieckM. C. (2019). Translating tourist requirements into mobile AR application engineering through QFD. International Journal of Human–Computer Interaction, 35(19), 1842–1858. https://doi.org/10.1080/10447318.2019.1571104
HeungV. C. S.TsangN.ChengM. (2009). Queuing behavior in theme parks: A comparison between Chinese and Western tourists. Journal of China Tourism Research, 5(1), 41–51. https://doi.org/10.1080/19388160802711394
HuR.WangC.ZhangT.NguyenT.ShapovalV.ZhaiL. (2021). Applying augmented reality (AR) technologies in theatrical performances in theme parks: A transcendent experience perspective. Tourism Management Perspectives, 40, Article 100889. https://doi.org/10.1016/j.tmp.2021.100889
41.
HuangC. D.GooJ.NamK.YooC. W. (2017). Smart tourism technologies in travel planning: The role of exploration and exploitation. Information & Management, 54(6), 757–770. https://doi.org/10.1016/j.im.2017.04.006
IyengarS. S.LepperM. R. (1999). Rethinking the value of choice: A cultural perspective on intrinsic motivation. Journal of Personality and Social Psychology, 76(3), 349. https://doi.org/10.1037/0022-3514.76.3.349
44.
JeongM.OhH. (1998). Quality function deployment: An extended framework for service quality and customer satisfaction in the hospitality industry. International Journal of Hospitality Management, 17(4), 375–390. https://doi.org/10.1016/S0278-4319(98)00026-0
45.
JeongM.ShinH. H. (2020). Tourists’ experiences with smart tourism technology at smart destinations and their behavior intentions. Journal of Travel Research, 59(8), 1464–1477. https://doi.org/10.1177/0047287520933637
JungT.ChungN.LeueM. C. (2015). The determinants of recommendations to use augmented reality technologies: The case of a Korean theme park. Tourism Management, 49, 75–86. https://doi.org/10.1016/j.tourman.2014.11.007
48.
KayapınarS.ErginelN. (2019). Designing the airport service with fuzzy QFD based on SERVQUAL integrated with a fuzzy multi-objective decision model. Total Quality Management & Business Excellence, 30(13–14), 1429–1448. https://doi.org/10.1080/14783363.2017.1346641
49.
KellyP.LawlorJ.MulveyM. (2017). Customer roles in self-service technology encounters in a tourism context. Journal of Travel & Tourism Marketing, 34(2), 222–238. https://doi.org/10.1080/10548408.2016.1159351
50.
KirovaV.ThanhT. V. (2019). Smartphone use during the leisure theme park visit experience: The role of contextual factors. Information & Management, 56(5), 742–753. https://doi.org/10.1016/j.im.2018.10.004
51.
KramerT.Spolter-WeisfeldS.ThakkarM. (2007). The effect of cultural orientation on consumer responses to personalization. Marketing Science, 26(2), 246–258. https://doi.org/10.1287/mksc.1060.0236
52.
KurtulmuşoğluF. B.PakdilF. (2017). Combined analysis of service expectations and perceptions in lodging industry through quality function deployment. Total Quality Management & Business Excellence, 28(11–12), 1393–1413. https://doi.org/10.1080/14783363.2017.1346641
53.
LeeH.JungT. H.tom DieckM. C.ChungN. (2020). Experiencing immersive virtual reality in museums. Information & Management, 57(5), Article 103229. https://doi.org/10.1016/j.im.2020.103229
54.
LeeH.LeeJ.ChungN.KooC. (2018). Tourists’ happiness: Are there smart tourism technology effects?Asia Pacific Journal of Tourism Research, 23(5), 486–501. https://doi.org/10.1080/10941665.2018.1454051
55.
LehtoX. Y.LehtoM. R. (2019). Vacation as a public health resource: Toward a wellness-centered tourism design approach. Journal of Hospitality & Tourism Research, 43(7), 935–960. https://doi.org/10.1177/1096348018760842
56.
LeungX. Y.JosiamB. M.MoodyB. M. (2020). “I’d like to order with a server.” An experimental study of restaurant menu performance. Asia Pacific Journal of Tourism Research, 25(7), 766–779. https://doi.org/10.1080/10941665.2020.1743509
57.
LiangZ.LiX. (2021). What is a theme park? A synthesis and research framework. Journal of Hospitality & Tourism Research. Advance online publication. https://doi.org/10.1177/10963480211069173
58.
LinL. Z.YehH. R.WangM. C. (2015). Integration of Kano’s model into FQFD for Taiwanese Ban-Doh banquet culture. Tourism Management, 46, 245–262. https://doi.org/10.1016/j.tourman.2014.07.010
59.
LinP. M.AuW. C.LeungV. T.PengK. L. (2020). Exploring the meaning of work within the sharing economy: A case of food-delivery workers. International Journal of Hospitality Management, 91, Article 102686. https://doi.org/10.1016/j.ijhm.2020.102686
60.
LinP. M.PengK. L.RenL.LinC. W. (2019). Hospitality co-creation with mobility-impaired people. International Journal of Hospitality Management, 77, 492–503. https://doi.org/10.1016/j.ijhm.2018.07.004
61.
LinS. P.YangC. L.HoT. M. (2015). Tourism service quality improvement—“The early bird catches the worm.”Total Quality Management & Business Excellence, 26(7–8), 793–810. https://doi.org/10.1080/14783363.2014.950399
62.
MarkusH. R.KitayamaS. (1991). Culture and the self: Implications for cognition, emotion, and motivation. Psychological Review, 98(2), 224. https://doi.org/10.1037/0033-295X.98.2.224
63.
MehraliyevF.ChanI. C. C.ChoiY.KoseogluM. A.LawR. (2020). A state-of-the-art review of smart tourism research. Journal of Travel & Tourism Marketing, 37(1), 78–91. https://doi.org/10.1080/10548408.2019.1649056
64.
MehraliyevF.ChoiY.KöseogluM. A. (2019). Progress on smart tourism research. Journal of Hospitality and Tourism Technology, 10(4), 522–538. https://doi.org/10.1108/JHTT-03-2019-0032
65.
MeuterM. L.OstromA. L.RoundtreeR. I.BitnerM. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50–64. https://doi.org/10.1509/jmkg.64.3.50.18024
66.
MilmanA. (2001). The future of the theme park and attraction industry: A management perspective. Journal of Travel Research, 40(2), 139–147. https://doi.org/10.1177/004728750104000203
67.
MilmanA.TasciA. D. (2022). Consumer reactions to different robotic servers in theme parks. Journal of Hospitality and Tourism Technology, 13(2), 314–332. https://doi.org/10.1108/JHTT-02-2022-0043
68.
MilmanA.TasciA. D.WeiW. (2020). Crowded and popular: The two sides of the coin affecting theme-park experience, satisfaction, and loyalty. Journal of Destination Marketing & Management, 18, Article 100468. https://doi.org/10.1016/j.jdmm.2020.100468
OhJ. E.KongA. (2022). VR and nostalgia: Using animation in theme parks to enhance visitor Engagement. Journal of Promotion Management, 28(2), 113–127. https://doi.org/10.1080/10496491.2022.1971946
72.
ParkS.LehtoX.LehtoM. (2021). Self-service technology kiosk design for restaurants: An QFD application. International Journal of Hospitality Management, 92, Article 102757. https://doi.org/10.1016/j.ijhm.2020.102757
73.
ParyaniK.MasoudiA.CudneyE. A. (2010). QFD application in the hospitality industry: A hotel case study. Quality Management Journal, 17(1), 7–28. https://doi.org/10.1080/10686967.2010.11918192
74.
PengK. L.LinP. M. (2016). Social entrepreneurs: Innovating rural tourism through the activism of service science. International Journal of Contemporary Hospitality Management, 28(6), 1225–1244. https://doi.org/10.1108/IJCHM-02-2016-0089
75.
PrideauxB.LeeL. Y. S.TsangN. (2018). A comparison of photo-taking and online-sharing behaviors of mainland Chinese and Western theme park visitors based on generation membership. Journal of Vacation Marketing, 24(1), 29–43. https://doi.org/10.1177/1356766717747045
76.
PullmanM. E.GrossM. A. (2004). Ability of experience design elements to elicit emotions and loyalty behaviors. Decision Sciences, 35(3), 551–578. https://doi.org/10.1111/j.0011-7315.2004.02502.x
77.
RosenbaumM. S.WongI. A. (2015). If you install it, will they use it? Understanding why hospitality customers take “technological pauses” from self-service technology. Journal of Business Research, 68(9), 1862–1868. https://doi.org/10.1016/j.jbusres.2015.03.024
78.
StankovU.GretzelU. (2020). Tourism 4.0 technologies and tourist experiences: A human-centered design perspective. Information Technology & Tourism, 22(3), 477–488. https://doi.org/10.1007/s40558-019-00151-8
79.
TavitiyamanP.QuH.TsangW. S. L.LamC. W. R. (2021). The influence of smart tourism applications on perceived destination image and behavioral intention: The moderating role of information search behavior. Journal of Hospitality and Tourism Management, 46, 476–487. https://doi.org/10.1016/j.jhtm.2021.02.009
80.
TsangN. K.LeeL. Y.WongA.ChongR. (2012). THEMEQUAL—Adapting the SERVQUAL scale to theme park services: A case of Hong Kong Disneyland. Journal of Travel & Tourism Marketing, 29(5), 416–429. https://doi.org/10.1080/10548408.2012.677063
81.
UmT.ChungN. (2021). Does smart tourism technology matter? Lessons from three smart tourism cities in South Korea. Asia Pacific Journal of Tourism Research, 26(4), 396–414. https://doi.org/10.1080/10941665.2021.1902801
WangC. H. (2017). Incorporating the concept of systematic innovation into quality function deployment for developing multi-functional smart phones. Computers & Industrial Engineering, 107, 367–375. https://doi.org/10.1016/j.cie.2017.03.002
84.
WangX.LiX. R.ZhenF.ZhangJ. (2016). How smart is your tourist attraction? Measuring tourist preferences of smart tourism attractions via a FCEM-AHP and IPA approach. Tourism Management, 54, 309–320. https://doi.org/10.1016/j.tourman.2015.12.005
85.
WeiW.QiR.ZhangL. (2019). Effects of virtual reality on theme park visitors’ experience and behaviors: A presence perspective. Tourism Management, 71, 282–293. https://doi.org/10.1016/j.tourman.2018.10.002
XiangZ.StienmetzJ.FesenmaierD. R. (2021). Smart tourism design: Launching the annals of tourism research curated collection on designing tourism places. Annals of Tourism Research, 86, Article 103154. https://doi.org/10.1016/j.annals.2020.103154
YangH.SongH.CheungC.GuanJ. (2021). How to enhance hotel guests’ acceptance and experience of smart hotel technology: An examination of visiting intentions. International Journal of Hospitality Management, 97, Article 103000. https://doi.org/10.1016/j.ijhm.2021.103000
90.
YeH.SunS.LawR. (2021). An investigation of developing smart tourism from the perspective of stakeholders. Asia Pacific Journal of Tourism Research, 26(10), 1156–1170. https://doi.org/10.1080/10941665.2021.1957162
91.
ZhangT.LiB.MilmanA.HuaN. (2021). Assessing technology adoption practices in Chinese theme parks: Text mining and sentiment analysis. Journal of Hospitality and Tourism Technology, 13(1), 196–213. https://doi.org/10.1108/JHTT-09-2020-0197
