Abstract
This chapter discusses the widespread use of technology in the tourism and hospitality industry by companies and how new technologies such as social media, virtual reality (VR), artificial intelligence (AI), and augmented reality (AR) technologies enhance consumer experience among visitors, current consumers, or potential consumers. Technology use is discussed within the tourism industry; its use by women entrepreneurs has also been detailed in this chapter. Lastly, the author has explored how the COVID-19 pandemic influenced the tourism industry, if there are any differences among different genders and if women entrepreneurs could manage the process well enough compared to men entrepreneurs.
Top2. Consumer Experience In Tourism And Hospitality Industry
Consumer experience in the tourism and hospitality industry has aspects of service approach than physical product (Otto and Ritchie, 1996). However, consumer satisfaction is not only about service quality (Otto and Ritchie, 1996). In addition to quality, entertainment, keeping safe, and the physical environment are important criteria for consumer satisfaction (Otto and Ritchie, 1996, Walls, 2013). The factors that influence consumer satisfaction in different tourism and hospitality locations are researched by Rojas et al. (2020, p. 223) who summarised the important factors as follows:
Key Terms in this Chapter
Destination Marketing: A part of tourism marketing that involves marketing activities to promote especially specific destinations (a country, a city, a town, a hotel etc.) to increase the number of visitors.
Digital Marketing: Use of digital and mobile technologies that are connected to the internet for marketing purposes which contain email, social media, and web-based applications.
Social Networks: Online platforms where consumers and organisations can connect, interact, communicate, and exchange information.
Smart Tourism: The way of tourism that is supported by technological tools such as mobile applications, augmented reality (AR), and virtual reality (VR) to provide tourism experience to the consumers.
Tourism Marketing: All types of marketing activities that focus on the tourism industry to promote touristic products and services including a variety of destinations such as hotels, airlines, restaurants, travelling etc.
Digitalization: Transformation process from analogue to digital forms.
Social media: The technologies that enhance the interaction between two parties by allowing 2-way communication.
Women Entrepreneurship: Business and enterprise owned by women who take the risk, find the capital, and gather human and monetary resources together to start up their own businesses.