The document explores the impact of information and communication technologies (ICT) on actors involved in smart tourism destination supply chains. It finds that ICT improves how destinations, hotels/restaurants, transportation, and intermediaries operate in five key ways. ICT allows destinations to better manage resources and experiences. It enables destination management organizations to govern, promote, and provide access to destinations virtually. ICT helps hotels/restaurants and transportation improve processes and share information. It also shifts intermediaries to online reservation channels. Overall, the document concludes that ICT fosters partnerships between stakeholders to develop sustainable tourism through virtually exploring, benchmarking, and managing destinations.

1. The impact of ICT on actors
involved in smart tourism
destination supply chain
Ante Mandića
and Danijela Garbin Praničevićb
a
University of Split, Department of Tourism and Economy, Croatia
b
University of Split, Department of Business Informatics, Croatia

2. Key questions
Aim → to explore and
systemize the impacts of ICT on
agent involved in tourism
destination supply chain.
How → review of relevant
papers, 2008-2018, SCImago
Journal Rank indicators
(Scopus, Q1 & Q2 tourism and
hospitality journals)
May 3, 2019 ENTER2019 – Research Track Page 2

3. Findings
I. Destination factors → virtual
information flow improves value
perception and makes quests closer to
particular features; improves the way
resources are managed.
II. DMO → destination management
(technology and data); living labs; visitor
management; destination can be safely
and virtually explored, benchmarked and
managed, attractions shaped and
presented, and products delivered and
sold; experience design, service co-
creation and tourists feedback regarding
products.
May 3, 2019 ENTER2019 – Research Track Page 3
Participative Decision Support System

4. III. Hotels and restaurants → performances
(process improvement & information share);
revenue management; shaping and delivery of
services; visitor satisfaction & experience;
information on visitors.
IV. Transportation → visitor information;
navigation; safety and security; transportation
facilities.
V. Intermediaries’ → shift from traditional to
online reservation channels; development of
OTAs, online booking platforms and intelligent
agents.
May 3, 2019 ENTER2019 – Research Track Page 4
Findings

5. Conclusion
I. ICT improves the way
i. resources are managed and presented;
ii. destinations governed, promoted and accessed;
iii. products shaped and delivered;
iv. visitors involved and experiences shared.
I. ICT enables the creation of partnerships involving different
stakeholders, fostering in that manner networks and cooperation
between service providers, and sustainable tourism development
for the benefit of local community.
May 3, 2019 ENTER2019 – Research Track Page 5

6. Thank You!
Contact
ante.mandic@efst.hr
antemandic.com
May 3, 2019 ENTER2019 – Research Track Page 6

7. Thank You!
Contact
ante.mandic@efst.hr
antemandic.com
May 3, 2019 ENTER2019 – Research Track Page 6