Student or educator? Sign up with your school email and get 6 months of Pro free.
CoChat
Sign Up
Cited by 955

The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.

Technological disruptions in services: lessons from tourism and hospitality

Open access
Buhalis, Dimitrios, Harwood, Tracy, Bogicevic, Vanja, Viglia, Giampaolo, Beldona, Srikanth, Hofacker, Charles·2019·Journal of Service Management
DOI 10.1108/josm-12-2018-0398
Open this paper in CoChat — free account

Abstract

Purpose: Technological disruptions such as the Internet of Things and autonomous devices, enhanced analytical capabilities (artificial intelligence) and rich media (virtual and augmented reality) are creating smart environments that are transforming industry structures, processes and practices. The purpose of this paper is to explore critical technological advancements using a value co-creation lens to provide insights into service innovations that impact ecosystems. The paper provides examples from tourism and hospitality industries as an information dependent service management context. Design/methodology/approach: The research synthesizes prevailing theories of co-creation, service ecosystems, networks and technology disruption with emerging technological developments. Findings: Findings highlight the need for research into service innovations in the tourism and hospitality sector at both macro-market and micro-firm levels, emanating from the rapid and radical nature of technological advancements. Specifically, the paper identifies three areas of likely future disruption in service experiences that may benefit from immediate attention: extra-sensory experiences, hyper-personalized experiences and beyond-automation experiences. Research limitations/implications: Tourism and hospitality services prevail under varying levels of infrastructure, organization and cultural constraints. This paper provides an overview of potential disruptions and developments and does not delve into individual destination types and settings. This will require future work that conceptualizes and examines how stakeholders may adapt within specific contexts. Social implications: Technological disruptions impact all facets of life. A comprehensive picture of developments here provides policymakers with nuanced perspectives to better prepare for impending change. Originality/value: Guest experiences in tourism and hospitality by definition take place in hostile environments that are outside the safety and familiarity of one’s own surroundings. The emergence of smart environments will redefine how customers navigate their experiences. At a conceptual level, this requires a complete rethink of how stakeholders should leverage technologies, engage and reengineer services to remain competitive. The paper illustrates how technology disrupts industry structures and stimulates value co-creation at the micro and macro-societal level.

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.1108/josm-12-2018-0398

Cites

5 of 5 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Show all 5 references

Research works printed but not linked: 88

  1. 2016, Social value creation through tourism enterprise, Tourism Management, 54, 404, 10.1016/j.tourman.2015.12.011 · DOI
  2. 2018, Customer inconvenience and price compensation: a multiperiod approach to labor-automation trade-offs in services, Journal of Service Research, 21, 173, 10.1177/1094670517738370 · DOI
  3. 2014, A visual interactive method for service prototyping, Managing Service Quality, 24, 339, 10.1108/MSQ-12-2013-0281 · DOI
  4. 2016, Extended self and the digital world, Current Opinion in Psychology, 10, 50, 10.1016/j.copsyc.2015.11.003 · DOI · Paper page
  5. 2018, Toward a national cybersecurity policy, IEEE Security and Privacy, 16, 108, 10.1109/MSP.2018.2701148 · doi:10.1109/msp.2018.2701148
  6. 2014, Tourism Information Technology
  7. 2017, Smart sustainable cities of the future: an extensive interdisciplinary literature review, Sustainable Cities and Society, 31, 183, 10.1016/j.scs.2017.02.016 · DOI · Paper page
  8. 2018, The new frontiers of cybersecurity, Engineering, 4, 1, 10.1016/j.eng.2018.02.007 · doi:10.1016/j.eng.2018.02.007
  9. 2019, Virtual reality presence as a preamble of tourism experience: the role of mental imagery, Tourism Management, 74, 55, 10.1016/j.tourman.2019.02.009 · DOI · Paper page
  10. 2014, Beyond virtuality: from engagement platforms to engagement ecosystems, Managing Service Quality, 24, 592, 10.1108/MSQ-08-2013-0158 · DOI · Paper page
  11. 2018, Operating without operations: how is technology changing the role of the firm?, Journal of Service Management, 29, 809, 10.1108/JOSM-05-2018-0127 · DOI
  12. 2000, Information technology in tourism: the state of the art, Tourism Recreation Research, 25, 41, 10.1080/02508281.2000.11014899 · DOI
  13. 2017, Managing the experience co-creation process in tourism destinations: empirical findings from Naples, Tourism Management, 62, 264, 10.1016/j.tourman.2017.04.014 · DOI · Paper page
  14. 2016, Co-creation and higher order customer engagement in hospitality and tourism services: a critical review, International Journal of Contemporary Hospitality Management, 28, 222, 10.1108/IJCHM-10-2014-0526 · DOI · Paper page
  15. 2009, Working consumers: the next step in marketing theory?, Marketing Theory, 9, 315, 10.1177/1470593109338144 · DOI · Paper page
  16. 2013, A new conceptualization of service innovation grounded in SD logic and service systems, International Journal of Quality & Service Sciences, 5, 19, 10.1108/17566691311316220 · DOI · Paper page
  17. 2013, Vacationing in a terror-stricken destination: tourists’ risk perceptions and rationalizations, Journal of Travel Research, 52, 182, 10.1177/0047287512458833 · DOI
  18. 2015, Urban automation networks: current and emerging solutions for sensed data collection and actuation in smart cities, Sensors, 15, 22874, 10.3390/s150922874 · DOI
  19. 2017, Assessing Airbnb as a disruptive innovation relative to hotels: substitution and comparative performance expectations, International Journal of Hospitality Management, 64, 1, 10.1016/j.ijhm.2017.02.003 · DOI · Paper page
  20. 2015, An investigation into gamification as a customer engagement experience environment, Journal of Services Marketing, 29, 533
  21. 2018, Archetypes of service innovation: implications for value cocreation, Journal of Service Research, 21, 284, 10.1177/1094670517746776 · DOI · Paper page
  22. Inversini, A. and Buhalis, D. (2009), “Information convergence in the long tail-the case of tourism destination information”, in Innformation and Communication Technology in Tourism (Ed.), ENTER 2009 Proceedings in Amsterdam, Springer-Verlag, Vienna, pp. 381-392. · DOI
  23. 2018, Cross-cultural differences in adopting mobile augmented reality at cultural heritage tourism sites, International Journal of Contemporary Hospitality Management, 30, 1621, 10.1108/IJCHM-02-2017-0084 · DOI · Paper page
  24. 2012, Enhancing health care delivery through ambient intelligence applications, Sensors, 12, 11435, 10.3390/s120911435 · DOI
  25. 2015, The Beginner’s Guide to BITCOIN and Austrian Economics
  26. 2011, The fear of traveling: a new perspective for tourism and hospitality, Anatolia, 22, 222, 10.1080/13032917.2011.597935 · doi:10.1080/13032917.2011.597935
  27. 2017, The concept of neuroagents in hospitality Industry and tourism, Journal of Environmental Management and Tourism, 4, 835
  28. 2018, Robust positioning of drones for land use monitoring in strong terrain relief using vision-based navigation, International Journal of GEOMATE, 14, 10
  29. 2013, Consumer power: evolution in the digital age, Journal of Interactive Marketing, 27, 257, 10.1016/j.intmar.2013.09.002 · DOI · Paper page
  30. 2017, Future of IoT networks: a survey, Applied Sciences, 7, 1072, 10.3390/app7101072 · DOI
  31. 2018, Hospitality co-creation with mobility-impaired people, International Journal of Hospitality Management, 77, 492
  32. 2017, Tourism’s vulnerability and resilience to terrorism, Tourism Management, 60, 404, 10.1016/j.tourman.2017.01.001 · DOI · Paper page
  33. 2018, Internet of things: a systematic review of the business literature from the user and organisational perspectives, Technological Forecasting and Social Change, 136, 285, 10.1016/j.techfore.2018.01.022 · DOI
  34. 2018, Using the spatial knowledge of map users to personalize city maps: a case study with tourists in Madrid, Spain, International Journal of Geographic-Information, 7, 332
  35. 2013, Managing change in tourism destinations: key issues and current trends, Journal of Destination Marketing & Management, 2, 269
  36. 2015, A multilevel method to assess and design the renovation and integration of smart cities, Sustainable Cities and Society, 15, 105, 10.1016/j.scs.2014.12.002 · DOI · Paper page
  37. 2015, Accessible tourism futures: the world we dream to live in and the opportunities we hope to have, Journal of Tourism Futures, 1, 179, 10.1108/JTF-08-2015-0043 · doi:10.1108/jtf-08-2015-0043
  38. 1967, Computation: Finite and Infinite Machines
  39. 1970, Bukimi no tani (the uncanny valley), Energy, 7, 33
  40. 2016, Co-creating value in hotels using mobile devices: a conceptual model with empirical validation, International Journal of Hospitality Management, 52, 131, 10.1016/j.ijhm.2015.10.004 · DOI
  41. 2015, Co-creation in hotel–disable customer interactions, Journal of Business Research, 68, 1630, 10.1016/j.jbusres.2015.02.007 · DOI
  42. 2017, Assessment of socio-techno-economic factors affecting the market adoption and evolution of 5G networks: evidence from the 5Gp-PPPn CHARISMA project, Telematics and Informatics, 34, 572, 10.1016/j.tele.2016.11.007 · doi:10.1016/j.tele.2016.11.007
  43. 2012, Conceptualising technology enhanced destination experiences, Journal of Destination Marketing & Management, 1, 36, 10.1016/j.jdmm.2012.08.001 · DOI · Paper page
  44. 2014, A typology of technology‐enhanced tourism experiences, International Journal of Tourism Research, 16, 340, 10.1002/jtr.1958 · DOI · Paper page
  45. 2016, Internet of things in the 5G era: enablers, architecture, and business models, IEEE Journal on Selected Areas in Communications, 34, 510, 10.1109/JSAC.2016.2525418 · DOI · Paper page
  46. 2016, Solving the crisis of immediacy: how digital technology can transform the customer experience, Business Horizons, 59, 411, 10.1016/j.bushor.2016.03.004 · DOI · Paper page
  47. 2012, Co-creation in radical service innovation: a systematic analysis of microlevel processes, Journal of Product Innovation Management, 29, 935, 10.1111/j.1540-5885.2012.00971.x · DOI
  48. 2014, Critical review of strategic planning research in hospitality and tourism, Annals of Tourism Research, 48, 96, 10.1016/j.annals.2014.05.013 · DOI
  49. 2014, How smart, connected products are transforming competition, Harvard Business Review, 92, 64
  50. 2018, Offerings as digitalized interactive platforms: a conceptual framework and implications, Journal of Marketing, 82, 19, 10.1509/jm.15.0365 · DOI · Paper page
  51. Ransbotham, S., Kiron, D., Gerbert, P. and Reeves, M. (2017), “Reshaping business with artificial intelligence”, MIT Sloan Management Review Research Report and Boston Consulting Group, London, available at: www.bcg.com/Images/Reshaping%20Business%20with%20Artificial%20Intelligence_tcm9-177882.pdf (accessed July 18, 2018).
  52. 2018, Customer-to-customer co-creation practices in tourism: lessons from customer-dominant LOGIC, Tourism Management, 67, 362, 10.1016/j.tourman.2018.02.010 · DOI · Paper page
  53. 2018, The payment services directive II and competitiveness: the perspective of European fintech companies, European Research Studies, 21, 3
  54. 2018, Ontology-based feature generation to improve accuracy of activity recognition in smart environments, Computers and Electrical Engineering, 68, 1, 10.1016/j.compeleceng.2018.03.048 · doi:10.1016/j.compeleceng.2018.03.048
  55. 2017, Co-creation in hotel service innovation using smart phone apps: an empirical study, International Journal of Contemporary Hospitality Management, 29, 2647, 10.1108/IJCHM-12-2015-0681 · DOI
  56. 2015, Rethinking Smart Cities From the Ground Up
  57. 2018, Stakeholder engagement through gamification: effects of user motivation on psychological and behavioural stakeholder reactions, Journal of Communication Management, 22, 67, 10.1108/JCOM-12-2016-0096 · DOI
  58. 2018, New technologies in tourism: from multi-disciplinary to anti-disciplinary advances and trajectories, Tourism Management Perspectives, 25, 151, 10.1016/j.tmp.2017.12.003 · DOI · Paper page
  59. 2009, Inducing illusory ownership of a virtual body, Frontiers in Neuroscience, 3, 29
  60. 2017, Artificial Intelligence for Marketing: Practical Applications
  61. 2016, Actor engagement as a microfoundation for value co-creation, Journal of Business Research, 69, 3008, 10.1016/j.jbusres.2016.02.034 · DOI · Paper page
  62. 1980, The Third Wave
  63. 2018, Tourists’ virtual reality adoption: an exploratory study from Lake District National Park, Leisure Studies, 37, 1
  64. 2018, Determining visitor engagement through augmented reality at science festivals: an experience economy perspective, Computers in Human Behavior, 82, 44, 10.1016/j.chb.2017.12.043 · DOI · Paper page
  65. 2018, When co-creation pays: stimulating engagement to increase revenues, International Journal of Contemporary Hospitality Management, 30, 2093, 10.1108/IJCHM-09-2016-0494 · DOI
  66. 2018, Exploring customer experiences with robotics in hospitality, International Journal of Contemporary Hospitality Management, 30, 2680, 10.1108/IJCHM-06-2017-0322 · DOI · Paper page
  67. 2018, Embodiment of wearable augmented reality technology in tourism experiences, Journal of Travel Research, 57, 597, 10.1177/0047287517709090 · DOI · Paper page
  68. 2018, Virtual reality, presence, and attitude change: empirical evidence from tourism, Tourism Management, 66, 140, 10.1016/j.tourman.2017.12.003 · DOI · Paper page
  69. 2017, Domo Arigato Mr. Roboto: emergence of automated social presence in organizational frontlines and customers’ service experiences, Journal of Service Research, 20, 43, 10.1177/1094670516679272 · DOI · Paper page
  70. 2012, Value cocreation and service systems (re) formation: a service ecosystems view, Service Science, 4, 207, 10.1287/serv.1120.0019 · DOI · Paper page
  71. 2015, Innovation through institutionalization: a service ecosystems perspective, Industrial Marketing Management, 44, 63, 10.1016/j.indmarman.2014.10.008 · DOI · Paper page
  72. 2018, The determinants of stakeholder engagement in digital platforms, Journal of Business Research, 89, 404, 10.1016/j.jbusres.2017.12.029 · DOI
  73. 2019, Effects of virtual reality on theme park visitors’ experience and behaviors: a presence perspective, Tourism Management, 71, 282, 10.1016/j.tourman.2018.10.024 · DOI · Paper page
  74. 2017, The power of self-service technologies in creating transcendent service experiences: the paradox of extrinsic attributes, International Journal of Contemporary Hospitality Management, 29, 1599, 10.1108/IJCHM-01-2016-0029 · DOI
  75. 2015, Future research issues in IT and tourism, Information Technology & Tourism, 15, 1, 10.1007/s40558-014-0021-9 · DOI
  76. 2018, Service robots in the front line: will it be a brave new world, Journal of Service Management, 29, 907, 10.1108/JOSM-04-2018-0119 · DOI · Paper page
  77. 2018, A TAM-based approach to explore the effect of online experience on destination image: a smartphone user’s perspective, Journal of Destination Marketing and Management, 8, 259, 10.1016/j.jdmm.2017.05.002 · DOI
  78. 2008, Representation of the online tourism domain in search engines, Journal of Travel Research, 47, 137, 10.1177/0047287508321193 · DOI · Paper page
  79. 2017, Serious games and the gamification of tourism, Tourism Management, 60, 244, 10.1016/j.tourman.2016.11.020 · DOI · Paper page
  80. Yovcheva, Z., Buhalis, D. and Gatzidis, C. (2013), “Engineering augmented tourism experiences”, in Cantoni, L. and Xiang, Z. (Eds), Information and Communication Technologies in Tourism 2013, Springer, Berlin. · DOI
  81. 2018, Service design as an approach to implement the value cocreation perspective in new service development, Journal of Service Research, 21, 40, 10.1177/1094670517709356 · DOI
  82. 2018, A theme park tourist service system with a personalized recommendation strategy, Applied Sciences, 8, 1745, 10.3390/app8101745 · DOI
  83. 2018, The impact of smartphones on the family vacation experience, Journal of Travel Research, 57, 579, 10.1177/0047287517706263 · DOI
  84. 2011, Game-Based Marketing
  85. 2019, Management of immersive heritage tourism experiences: a conceptual model, Tourism Management, 72, 117, 10.1016/j.tourman.2018.10.033 · DOI · Paper page
  86. 2019, Exploring consumer behavior in virtual reality tourism using an extended stimulus-organism-response model, Journal of Travel Research
  87. 2015, Measuring users’ value experience on a travel website (e-value) what value is cocreated by the user?, Journal of Travel Research, 54, 496, 10.1177/0047287514522879 · DOI
  88. 2018, Experience value cocreation on destination online platforms, Journal of Travel Research, 57, 1093, 10.1177/0047287517733557 · DOI · Paper page

Cited by

See all 955

Metadata

Authors
Buhalis, D., Harwood, T., Bogicevic, V., Viglia, G., Beldona, S., & Hofacker, C.
Venue
Journal of Service Management
Publisher
Emerald
Published
2019-10-16
Volume
30
Issue
4
Pages
484-506
ISSN
1757-5818 (ISSN-L)
DOI
10.1108/josm-12-2018-0398
OpenAlex
W2923469844
Cited by
955
References
5
FWCI
99.09
Type
journal article
Language
en
Open access
green
Licence
www.emerald.com/insight/site-policies (tdm)

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

How to cite

Cite CoChat for the checks on this page, and the paper for its own findings.

This page
CoChat. (2026). Citation check: Technological disruptions in services: lessons from tourism and hospitality. https://app.cochat.ai/papers/10.1108/josm-12-2018-0398
The paper
Buhalis, D., Harwood, T., Bogicevic, V., Viglia, G., Beldona, S., & Hofacker, C. (2019). Technological disruptions in services: lessons from tourism and hospitality. Journal of Service Management. https://doi.org/10.1108/josm-12-2018-0398

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.