THE SMART TOURIST EXPERIENCE FROM THE TRAVELER’S PERSPECTIVE

Abstract

The study of the smart tourism experience (STE) has contemplated the use of smart tou[1]rism technology (STT) in favor of value co-creation. However, the traveler’s view on the sub[1]ject needs further investigation. This work, therefore, aims to understand the formation of the ETI from the traveler’s perspective. It is an exploratory-qualitative study, using content analysis of the opinions of 76 respondents. The results show that ETI manifests itself in the technological aspect, but also in cognitive, behavioral, social and emotional responses. Sel[1]f-personalization is perceived as an autonomous process in which the traveler seeks information and solutions without waiting for customized off ers. This cognitive eff ort is characte[1]rized by social interactions that generate states of autonomy and well-being that favor place attachment, e-WOM and the traveler’s engagement. Academic and managerial suggestions are presented at the end.